About Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk Software - Zendesk Suite create new articles
Zendesk Software - Zendesk Suite dashboard
Zendesk Software - Zendesk Suite ticket management
Zendesk Software - Zendesk Suite create new articles - thumbnail
Zendesk Software - Zendesk Suite dashboard - thumbnail
Zendesk Software - Zendesk Suite ticket management - thumbnail

Zendesk pricing

Zendesk does not have a free version but does offer a free trial. Zendesk paid version starts at US$19.00/month.

Starting Price:
US$19.00/month See pricing details
Pricing Details:
Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 per agent/month. Free trial available. View Pricing Plans
Free Version:
No
Free trial:
Yes

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Zendesk Reviews

Feature rating

Value for Money
4.1
Functionality
4.3
Ease of Use
4.3
Customer Support
4.2
5 reviews of 2,889 View all reviews
Muhammad daud S.
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/6/2022

Great platform for support and ticketing

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.
Sarah H.
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4

4
Reviewed on 9/6/2022

Zendesk is a good helpdesk with many features

We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.

Pros

It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.

Cons

Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.

Kt T.
  • Industry: Retail
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
1
Ease of Use
2
Customer Support
1

1
Reviewed on 16/6/2022

The cheapest option but it “works”

Abysmal

Pros

This is a great choice if you can’t afford something like gladly and that it is your only other choice. Customer service support is nonexistent. The software constantly is glitchy and doesn’t work.

Cons

Probably the customer service support which is condescending when it does get back to you and then runs you around for weeks until it winds up blaming you for something that their software did. While the whole time never giving you any solution

Shayla B.
  • Industry: Internet
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 8/6/2022

We've reduced customer service handling time with Zendesk

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.

Denise W.
  • Industry: Marketing & Advertising
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4

4
Reviewed on 9/6/2022

This helps us to better serve our customers

We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Pros

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

Cons

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.

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