About Zendesk

The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves over 165,000 businesses across hundreds of industries and all company sizes, offering service and support in over 60 languages.

Zendesk offers the industry leading customer support solution. On average, it increases customer satisfaction by 25% and agent productivity by 30% at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster.

Zendesk enables support agents to manage conversations with customers across all channels, in one consolidated Agent Workspace. Using automated triggers, customers can be engaged at the moment support is needed, before they've asked their question. Live chat analytics provide measurable insight on customer satisfaction and agent performance, to help businesses ensure that their support services continuously improve.

Pricing starting from:

US$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Zendesk

The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.

Support your customers across any communication channel including web, email, chat, and social media.

Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.

Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.

Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.

Business size

S M L

Deployment

  • Cloud-based
  • On-premise

Markets

Austria, Australia, Belgium, Brazil, Canada, Switzerland, China, Germany, Denmark, Spain, France, United Kingdom, Hong Kong SAR China, Ireland, India, Italy, Japan, Mexico, Netherlands, New Zealand, Philippines, Sweden, Singapore, Taiwan, United States

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Pricing starting from:

US$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Zendesk Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Software - Keep a pulse on agent performance with easy to view and navigate dashboards
Zendesk Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Zendesk Software - Easily collaborate with other teams to get involved in solving customer questions.
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Zendesk video
Zendesk Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Software - Keep a pulse on agent performance with easy to view and navigate dashboards
Zendesk Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Zendesk Software - Easily collaborate with other teams to get involved in solving customer questions.

Features

Total features of Zendesk: 182

  • API
  • Account Alerts
  • Account Management Software
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking Software
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB Software
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management Software
  • Canned Responses
  • Capacity Management
  • Case Management Software
  • Cataloging/Categorization
  • Change Management Software
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management Software
  • Content Creation
  • Content Management System (CMS) Software
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support Software
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management Software
  • Email Templates
  • Email Tracking Software
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Filtering
  • For Insurance Industry
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification Software
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management Software
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Lead Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding Software
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization Software
  • Phone Key Input
  • Predictive Analytics Software
  • Predictive Dialer Software
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management Software
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management Software
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing Software
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On Software
  • Social Media Integration
  • Social Media Monitoring Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Template Management
  • Text Analysis Software
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Freshdesk

4.5
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Zoho Desk

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Intercom

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Salesforce Sales Cloud

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Reviews

Overall rating

4.4 /5
(3,041)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.3/5
Customer Support Software
4.2/5

Already have Zendesk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 3,041
Muhammad Daud
Overall rating
  • Industry: Financial Services Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great platform for support and ticketing

Reviewed on 2022-06-22

Overall Zendesk is easy to use, interface and options are quite straight forward, response is...

Overall Zendesk is easy to use, interface and options are quite straight forward, response is quicker and easy to manage the logs/requests/tickets and users

Pros

I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.

Cons

Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.

Alternatives Considered

Freshdesk

Reasons for Switching to Zendesk

Zendesk cost overall was better than freshdesk and it was more user friendly.
Brandon R
Overall rating
  • Industry: Wireless
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Query history management and aggregation by tags (content) can be done easily

Reviewed on 2022-07-25

Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the...

Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Pros

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Cons

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

Alternatives Considered

Pure Chat

Reasons for Choosing Zendesk

I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.

Switched From

Microsoft Excel

Reasons for Switching to Zendesk

Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.
Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 3.0 /10

Experience after 2 years of useing Zendesk

Reviewed on 2022-08-10

The worst Customer Support!
Their product appears to provide so much, but it's so convoluted that...

The worst Customer Support!
Their product appears to provide so much, but it's so convoluted that it's nearly impossible for new customers to set up without assistance from the firm. However, whenever we met with someone who managed our account, we expressed our worries about not knowing how to perform certain things. What would be the reactions? "I'll email you Zendesk support articles." Okay, I've been Googling it and plainly it hasn't helped, which is why I'm requesting assistance from a Zendesk representative. We were advised that if we stated that we needed additional assistance, we would have to pay a large sum of money to have a specialized person assist us. We're already paying so much to utilize your platform, which has so many technical issues; at the very least, provide some sort of help.
Needless to say, we left after 2 years of struggling to use their platform. Thanks for never helping.

Pros

Zendesk is a platform for enhancing customer experience, constantly improving customer satisfaction to the next level and leading in Omni-channel solutions in the world.

Cons

As a client of multiple firms who is frequently compelled to interact with Zendesk, I can only say that my heart sinks when I realize I'm talking with a Zendesk representative rather than an actual staff member. They are really sluggish, they are dealing with numerous people at once and expect you to wait while Zendesk makes money, they don't answer your questions, they don't know their thing, and they are frequently unpleasant. I now buy elsewhere if I see a company using Zendesk and that's what I have to deal with in terms of customer support. If Zendesk is involved, it's simply too unpleasant and time-consuming.

Alternatives Considered

Odoo, Trello and Bitrix24

Reasons for Switching to Zendesk

Being a customer of several companies is often forced to deal with Zendesk. The only thing we used it for 2 years was that the customers preferred them over other apps. As soon as we finished the projects with those partners, we switched to using them immediately.
Shayla
Overall rating
  • Industry: Internet
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

We've reduced customer service handling time with Zendesk

Reviewed on 2022-06-08

Using Zendesk, our customer care representatives are able to obtain the information they need on...

Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack.

Pros

I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.

Cons

The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.

Sans prenom
Overall rating
  • Industry: Internet
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Zendesk is the best

Reviewed on 2022-07-12

Zendesk allowed me to follow the evolution of my business, and to learn how to quickly manage my...

Zendesk allowed me to follow the evolution of my business, and to learn how to quickly manage my requests, tickets...

Pros

Zendesk has allowed me to better track customers and analyze performance through insights that allow me to understand what needs to be improved.

Cons

What I liked least is sometimes not possible to reach them all the time thanks to their telephone assistance. Sometimes impossible to request an email code.

Reasons for Switching to Zendesk

Because zendesk is currently the best software in terms of efficiency.
Showing 5 reviews of 3,041 Read all reviews

Zendesk FAQs

Below are some frequently asked questions for Zendesk.

Zendesk offers the following pricing plans:

Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 per agent/month. Free trial available.

Zendesk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

Zendesk supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

Zendesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zendesk integrates with the following applications:

123FormBuilder, 3CLogic, 8x8 Virtual Office, AWeber, ActiveCampaign, Adobe Commerce, Agile CRM, Agile Central, Aha!, Aircall, Akita, Algolia, Ameyo, Amity, Asset Panda, Automate.io, Autotask PSA, Azuqua, Beanstalk, Bedrock Data, Benchmark Email, BigCommerce, Bitium, Bloomfire, Box, Breeze, Brushfire, Built.io Flow, CA Flowdock, Calendly, Callmaker, Capsule, ChargeDesk, ChargeOver, Chargebee, Chargify, ChartMogul, CheckMarket, Cirrus Insight, ClicData, ClickDesk, ClickHelp, Close, CloudAgent, CloudApp, CollabSpot, ConnectWise Control, Crisp, Customer Thermometer, Cyclr, Cyfe, DataHero, Databox, Device42, Dialpad, Dropbox Business, Drupal, Ducksboard, EZ Texting, EZOfficeInventory, Easy Insight, Elastic Enterprise Search, Emma, Falcon.io, Five9, Flowlu, Formstack Forms, FreshBooks, Freshdesk, FullContact, Gainsight CS, Geckoboard, Genesys Cloud CX, Get Satisfaction, GetResponse, GoToAssist, Google Analytics 360, HappyFox Chat, Harvest, Helpjuice, Helpshift, Hexnode UEM, Higher Logic Thrive, Higher Logic Vanilla, Highrise, Hippo Video, Hootsuite, HubSpot CRM, Hubstaff, Humanity, Igloo, Inbenta, Instabug, Instagram, Intercom, Jira, Jitterbit, Joomla, Keap, Kixie PowerCall, Klaviyo, Kudos, Leftronic, Lessonly, LiveChat, LiveOps, LoginRadius, Mailchimp, ManageEngine ADManager Plus, ManageEngine Endpoint Central, Maropost Commerce Cloud, MeisterTask, Membrain, MessageBird, Meta for Business, Microsoft Excel, Microsoft Outlook, Mixpanel, Moxo, MyFeelBack, NICE CXone, Nectar Desk, Nextiva, Nicereply, Notion, Nutshell, Okta, Olark, OneLogin, Operations Hub, OpsGenie, OroCRM, Ottspotta, OutSystems, PagerDuty, PandaDoc, Pendo, Pipedrive, Pivotal Tracker, Planview PPM Pro, Playvox, Plecto, Podio, Preact, PrestaShop, ProProfs Knowledge Base, Productboard, Projector PSA, QuickBooks Online Advanced, Quip, Quiq Messaging, Receptive, Redmine, Rescue, SABIO, SAP Business One, SAP Litmos, Sailthru, SalesSeek, Salesforce Sales Cloud, ScreenSteps, Segment, Setmore, Sharpen, Shopify, Skilljar Customer Education, Skyvia, Slack, Slemma, Smartling, Smartlook, Smartsheet, Smooch, SnapEngage, SolarWinds Service Desk, Solve CRM, Spinify, SpiraTeam, Sprinklr, Sprout Social, SugarCRM, SuperReceptionist, SupportSync, SurveyLab, TMetric, Talkdesk, TeamViewer, Teamgate, Teamwork, Time Doctor, TimeCamp, TimeLog, Totango, Transifex, Tray.io, Trello, Truly, Trustpilot, Twilio, UserVoice, Userlike, Usermind, Usersnap, Velaro, VeriShow, Vidyard, Virtual Observer, Vivocha, WHMCS, WISE io, Webex Experience Management, Wistia, WooCommerce, Woopra, WordPress, Workato, WorkflowMax, Writer, XCALLY, Yammer, Yext, Yodiz, Yonyx, Yotpo, Zapier, Zen Cart, ZenDesk Chat, Zendesk Sell, Zingtree, Zoho Analytics, Zoho Assist, Zoho Books, Zoho CRM, Zoho Inventory, Zoho Invoice, Zoho Subscriptions, Zoom Meetings, amoCRM, elevio, eyeson, iorad, iridize, kintone, miniOrange, xMatters

Zendesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Zendesk.