Who Uses Zendesk?
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. Our software is powerful and flexible, and scales to meet the needs of any business.
What Is Zendesk?
Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history. Get up and running quickly, and expect to see results even faster - on average our customers see ROI after 3 months with Zendesk. Lower support costs, raise productivity, and increase customer satisfaction by starting a free trial today.
Zendesk Details
Zendesk
https://www.zendesk.com
Founded 2007
Zendesk pricing overview
See pricing plansZendesk 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
Pricing Details
Please contact Zendesk for complete pricing details.
Free Version
No
Free Trial
Yes, get a free trial
Zendesk deployment and support
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 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
Read all reviewsOverall rating
Average score
Ashley E.
-
Overall Rating5 /5
-
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.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
Customer Support1 /5
-
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
Tomasz F.
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Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality5 /5
-
Customer SupportUnrated
-
Value for MoneyUnrated
-
Likelihood to Recommend
- Reviewer Source
- Source: GetApp
- Reviewed on 18/1/2021
"Love it - can't imagine a more reliable tool for handling emails"
Comments: I was introduced to Zendesk as part of my onboarding training. Despite multiple functions and features, everything seemed clear and well-thought from the start. I can't imagine handling emails at work without Zendesk. It makes the job much easier and smoother. Absolutely love it.
Pros: Before I started my current job, I had no prior knowledge of this software. Everything seemed clear and transparent right from the start. Zendesk makes handling thousands of messages on a daily basis feasible and coherent. It helps keep track of several ongoing issues at the same time while keeping everything clear and accessible.
Cons: Not much to say here. In approximately 1.5 year of using Zendesk only two times a major server that prevented any work occurred. However, both instances were fixed in a swift manner.
- Reviewer Source
- Source: GetApp
- Reviewed on 18/1/2021
Verified Reviewer
-
Overall Rating1 /5
-
Ease of Use1 /5
-
Features & Functionality3 /5
-
Customer Support1 /5
-
Value for Money1 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 5/5/2020
"Stay Away"
Comments: Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.
Pros: At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.
Cons: Their chat software will consume the life out of your website performance.
- Reviewer Source
- Reviewed on 5/5/2020
Govindraj S.
-
Overall Rating5 /5
-
Ease of Use4 /5
-
Features & Functionality5 /5
-
Customer Support3 /5
-
Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 10/11/2020
"Productivity and Efficient Support tool"
Comments: We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software
Pros: The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.
Cons: Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.
- Reviewer Source
- Reviewed on 10/11/2020
