Who Uses Zendesk?
From start ups to Fortune 500 companies, over 200,000+ customers trust Zendesk with their customer support needs.
What Is Zendesk?
Zendesk is the leading cloud-based help desk software built for better customer relationships. Improve your customer satisfaction. Support your customers on any channel: text SMS, web, mobile app, phone, email, social media. Equip your agents with AI powered workflows. 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 Details
Zendesk
https://www.zendesk.com
Founded 2007
Support
- 24/7 (Live Rep)
- Business Hours
- Online
Deployment
- Cloud, SaaS, Web
- Mobile - iOS Native
- Mobile - Android Native
Training
- In Person
- Live Online
- Webinars
- Documentation
Zendesk pricing overview
See pricing detailsZendesk does not have a free version but does offer a free trial. Zendesk paid version starts at US$5.00/month.
Starting Price
US$5.00/month. See pricing details
Free Version
No
Free Trial
Yes, get a free trial
Zendesk Features
Call Centre Software
- Blended Call Centre
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Escalation Management
- Inbound Call Centre
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Centre
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
- Reporting/Analytics
Complaint Management Software
- 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
Customer Communications Management Software
- Batch Communications
- Chat / Messaging
- Content Management
- Email Distribution
- Interactive Content
- Multi-Channel Communication
- On-Demand Communications
- Personalisation
- Print Management
- Template Management
- Video Content
View full list of Customer Communications Management Software
Customer Engagement Software
- Analytics
- Churn Management
- Communication Management
- Community Management
- Content Syndication
- Feedback Collection
- Gamification
- Live Chat
- Video Content
Customer Experience Software
- Analytics
- Customer Segmentation
- Dashboard
- Knowledge Management
- Multi-Channel Data Collection
- Negative Feedback Management
- Predictive Analytics
- Sentiment Analysis
- Survey/Poll Management
- Text Analysis
Customer Satisfaction Software
- 360 Degree Feedback
- Analytics
- Call Reporting
- Complaint Monitoring
- Feedback Collection
- Survey Management
Customer Service Software
- Alerts / Escalation
- Appointment Management
- Call Centre Management
- Email Management
- Knowledge Base
- Live Chat
- Performance Metrics
- Queue Management
- Self Service Portal
- Social Media Integration
- Surveys & Feedback
- Virtual Assistant
- Workflow Management
Customer Success Software
- Account Alerts
- Account Management
- Communication Management
- Customer Engagement
- Customer Lifecycle Management
- Health Score
- Onboarding
- Revenue Management
- Usage Tracking/Analytics
- Win / Loss Analysis
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Centre Management
- Customisable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
IT Service Software
- Contract Management
- IT Asset Management
- Incident Management
- Knowledge Management
- Release Management
- Self Service Portal
- Service Catalogue
- Service Reporting
- Ticket Management
ITSM Tools
- Asset Tracking
- Availability Management
- Change Management
- Configuration Management
- Contract/License Management
- Incident Management
- Problem Management
- Project Management
- Release & Deployment Management
- Self Service Portal
IVR Software
- Call Centre
- Call Logging
- Call Recording
- Call Routing
- Multiple Scripts
- Phone Key Input
- Survey Management
- Text to Speech
- Voice Customisation
- Voice Mail
Issue Tracking Software
- Assignment Management
- Dashboard
- Escalation Management
- Issue Auditing
- Issue Scheduling
- Knowledge Base Management
- Project Management
- Recurring Issues
- Task Management
Knowledge Management Software
- Cataloguing/Categorisation
- Collaboration
- Content Management
- Decision Tree
- Discussion Boards
- Full Text Search
- Knowledge Base Management
- Self Service Portal
Live Chat Software
- Canned Responses
- Customisable Branding
- Geo Targeting
- Offline Form
- Proactive Chat
- Screen Sharing
- Third Party Integration
- Transfers/Routing
- Website Visitor Tracking
Service Desk Software
- CMDB
- Change Management
- IT Asset Management
- Incident Management
- Knowledge Base
- Mobile Access
- Procurement Management
- Remote Control
- SLA Management
- Self Service Portal
Zendesk Alternatives
More Zendesk alternatives
Zendesk Reviews
Showing 5 of 2,398 reviews
Ashley E.
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Overall Rating5/5
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Ease of Use5/5
-
Features & Functionality5/5
-
Customer Support5/5
-
Value for Money5/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 11/4/2020
"The best professional ticketing solution"
Comments: I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
Pros: I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
Cons: The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
- Reviewer Source
- Reviewed on 11/4/2020
Ted F.
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Overall Rating5/5
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Ease of Use5/5
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Features & Functionality4/5
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Customer Support1/5
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Value for Money4/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 31/1/2020
"Need help from Zendesk? Forget it. Don't even bother."
Comments: Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
Pros: The software functions nicely. It is very well put together. They make it easy to run a help desk.
Cons: The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
- Reviewer Source
- Reviewed on 31/1/2020
Ashish G.
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Overall Rating4/5
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Ease of Use4/5
-
Features & Functionality4/5
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Customer Support4/5
-
Value for Money4/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 6/8/2020
"Worth the service and product"
Comments: Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.
Pros: The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.
Cons: The service is quite slow and the product even has downtime.
- Reviewer Source
- Reviewed on 6/8/2020
Verified Reviewer
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Overall Rating1/5
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Ease of Use2/5
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Features & Functionality2/5
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Customer SupportUnrated
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Value for Money1/5
-
Likelihood to Recommend
- Reviewer Source
- Source: GetApp
- Reviewed on 25/9/2018
"A mediocre product that doesn't get better as it grows"
Pros: I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.
Cons: 1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.
- Reviewer Source
- Source: GetApp
- Reviewed on 25/9/2018
Fergus M.
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Overall Rating4/5
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Ease of Use3/5
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Features & Functionality5/5
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Customer Support4/5
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Value for Money3/5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 11/9/2020
"Solid product but expensive"
Comments: Reasonably good, just it was very expensive for the limited use we had for it.
Pros: Easy enought to use once set up. Very powerful and wide range of features.
Cons: Hard enough to set it up. Hard to know how tickets appear to customers sometimes.
- Reviewer Source
- Reviewed on 11/9/2020
