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

Zendesk Pricing Overview

Zendesk starts at US$5.00/month. Zendesk does not have a free version but does offer a free trial. See additional pricing details for Zendesk below.

Starting Price

US$5.00/month
See pricing details

Pricing Details

Please look at our pricing on the website for more details

Free Version

No

Free Trial

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Zendesk Features

Call Centre Software
Blended Call Centre
Call Logging
Call Scripting
Call recording
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
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 Communication
On-Demand Communications
Personalisation
Print Management
Template Management
Video Content
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Data Collection
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management
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
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
Customisable 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 Management
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 Centre
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customisation
Voice Mail
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloguing/Categorisation
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Canned Responses
Customisable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

Zendesk Reviews

Showing 5 of 2,342 reviews

Overall
4.4/5
Ease of Use
4.3/5
Customer Service
4.3/5
Features
4.3/5
Value for Money
4.1/5

Communicate effectively with your customers, ¡Use Zendesk!

Reviewed on 5/02/2020
Maddie C.
Data Analyst
Marketing & Advertising, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
Source: GetApp
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Pros: Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Cons: The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

Excellent customer service solution

Reviewed on 22/05/2019
Neyda jose M.
Software Developer
Computer Software, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source 
Source: GetApp
4/5
Overall
5/5
Ease of Use
4/5
Features & Functionality
4/5
Customer Support
4/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.

Pros: Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software provides different channels as an option being all in real time, besides it offers a highly efficient ticket management efficient since agents can create different notes on the same ticket and even several of them can serve the same client making the process much more efficient and the best thing is that through it you can track users as well as the tickets which is a great advantage since an order is maintained.

Cons: Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

Need help from Zendesk? Forget it. Don't even bother.

Reviewed on 31/01/2020
Ted F.
Production Support Coordinator & IT Specialist
Mining & Metals, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source 
5/5
Overall
5/5
Ease of Use
4/5
Features & Functionality
1/5
Customer Support
4/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

A mediocre product that doesn't get better as it grows

Reviewed on 25/09/2018
Verified Reviewer
Used the Software for: 2+ years
Reviewer Source 
Source: GetApp
1/5
Overall
2/5
Ease of Use
2/5
Features & Functionality
Customer Support
1/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

If it’s customer service, it’s Zendesk.

Reviewed on 27/11/2019
Trinayan C.
Customer Happiness Expert
Marketing & Advertising, 13-50 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
4/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: We regularly use Zendesk for all my clients’ customer support needs. No other platform comes close to it.

Pros: This is one service whose mobile app is actually at par with the desktop version. Easy to use and integrates well with various other platforms.

Cons: Not much actually. I was not exactly thrilled with the couple of times, i had to contact their support (ironic I know!) but that’s about it.