What Is Zendesk?

Zendesk is the only complete customer service solution, that is both easy to use and scales with your business. On average, companies using Zendesk increase 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.

Who Uses Zendesk?

Over 160,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

Where can Zendesk be deployed?

Cloud-based
On-premise

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007

Zendesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007

Zendesk support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

Zendesk videos and images

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Features of Zendesk

  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • CMDB
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configuration Management
  • Contact Management
  • Content Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Data Import/Export
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • For Insurance Industry
  • For iPad Devices
  • Full Text Search
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Phone Key Input
  • Prioritisation
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-time Consumer-facing Chat
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Routing
  • SMS Messaging
  • Sales Pipeline Management
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • VoIP Connection
  • Voice Customisation
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

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Tidio is a customer service platform that enables you to provide superb customer support and generate sales with live chat & chatbots. Learn more about Tidio
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Front is more than a communication hub — it’s how 7500+ companies build lasting business relationships. Learn more about Front
HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Learn more about HelpDesk
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Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.
Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
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High-end solution designed for sales, collaboration, communication, social networking, and workflow management. Learn more about Bitrix24

Reviews of Zendesk

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Gustavo
Gustavo
Infrastructure and Network Administrator in Ecuador
Verified LinkedIn User
Higher Education, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Best almost zero configuration ticketing system

5.0 2 months ago New

Comments: Excelent product, I think it stands out from the competition, it’s the preferred tool for managing tickets

Pros:

Almost none configuration needed. API is a great way to develop additional functionality without paying for additional features

Cons:

Reporting is very expensive, also each additional agent

Narendra Kumar
Assistant Manager - SEO in India
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Best Email Support Platform, If you are dealing with more Customers.

5.0 last month New

Comments: Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

Pros:

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Cons:

Not sure, as I didn't find any flaws in my usage time.

Danielle
Senior Support & Product Specialist in US
Computer Software, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

Cost More While Providing Less Than Competitors

3.0 2 weeks ago New

Comments: For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.

Pros:

I had a good laugh when they advised me to use Google search instead of their own search tool.

Cons:

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

Brandon R
Brandon R
Software Engineer in US
Verified LinkedIn User
Wireless, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

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

4.0 2 months ago New

Comments: 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.

Daniel
Sr Fuel Handler in US
Utilities, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

customer support ticket chat review

5.0 last month New

Comments: customer support replies quick so that helps but sometimes the lack of knowledge and training can be a little frustrating.

Pros:

the immediate response from a live chat. the support tickets seem to get replies to very quickly no matter what time of the day. the solutions aren’t always what we desire but the response is quick.

Cons:

wish they offered better solutions to problems that arise. not sure if they are trained for our line of work or if it’s just a script they follow.