Who Uses This Software?

From start ups to Fortune 500 companies, over 200,000+ customers trust Zendesk with their customer support needs.

Average Ratings

1,904 reviews
  • Overall 4.5 / 5
  • Ease of Use 4.5 / 5
  • Customer Service 4 / 5
  • Features 4.5 / 5
  • Value for Money 4 / 5

Product Details

  • Starting Price $5/month
    See pricing details
  • Pricing Details Please look at our pricing on the website for more details
  • Free Version No
  • Free Trial Yes, get a free trial
  • Deployment Cloud, SaaS, Web
    Mobile - iOS Native
    Mobile - Android Native
  • Training Webinars
    Documentation
  • Support 24/7 (Live Rep)
    Online

Vendor Details

  • Zendesk
  • https://www.zendesk.com

About Zendesk

Zendesk builds help desk software for better customer relationships. Our products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction.

Zendesk Features

  • Blended Call Center
  • Call Logging
  • Call Scripting
  • Call recording
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Batch Communications
  • Chat / Messaging
  • Content Management
  • Email Distribution
  • Interactive Content
  • Multi-Channel Communications
  • On-Demand Communications
  • Personalization
  • Print Management
  • Template Management
  • Video Content
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking / Analytics
  • Win / Loss Analysis
  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Contract Management
  • IT Asset Management
  • Incident Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Project Management
  • Recurring Issues
  • Task Management
  • Cataloging/Categorization
  • Collaboration
  • Content Management
  • Decision Tree
  • Discussion Boards
  • Full Text Search
  • Knowledge Base Management
  • Self Service Portal
  • Diagnostic Tools
  • File Sharing
  • Real-time Chat
  • Screen Sharing
  • Session Recording
  • Session Transfer
  • Surveys & Feedback
  • CMDB
  • Change Management
  • IT Asset Management
  • Incident Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • SLA Management
  • Self Service Portal

Zendesk Most Helpful Reviews

It's what everybody's doing

Translate with Google Reviewed on 3/12/2019
Michele R.
Manager
Retail, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Pros: Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Cons: What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Great software, terrible support (ironically); Hope you don't have to leave

Translate with Google Reviewed on 9/6/2018
Erica d. B.
Director Of Administration
E-Learning, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Pros: Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Cons: Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

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