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.

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.

Zendesk Details

Zendesk

https://www.zendesk.com

Founded 2007

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Zendesk pricing overview

Zendesk does not have a free version but does offer a free trial. Zendesk paid version starts at US$19.00/month.


Starting Price

US$19.00/month

Pricing Details

Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 per agent/month. Free trial available.

Free Version

No

Free Trial

Zendesk deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Zendesk Features

  • API
  • Activity Dashboard
  • Activity Management
  • Activity Tracking
  • Alerts/Notifications
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Campaign Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Forecasting
  • Interaction Tracking
  • Internal Chat Integration
  • Lead Capture
  • Lead Generation
  • Lead Management
  • Lead Qualification
  • Marketing Automation
  • Mobile Access
  • Opportunity Management
  • Pipeline Management
  • Projections
  • Quotes/Estimates
  • Referral Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Sales Trend Analysis
  • Segmentation
  • Social Media Integration
  • Task Management
  • Territory Management
  • Third Party Integrations
  • Workflow Management

View full list of CRM Software

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Centre
  • CRM
  • Call Centre Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Centre
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workflow Management

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  • Call Routing
  • Call Tagging
  • Call Tracking
  • Call Transcription
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Event Triggered Actions
  • File Transfer
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • On-Demand Recording
  • Performance Management
  • Performance Metrics
  • Predictive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
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  • Voice Mail

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  • @mentions
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  • Communication Management
  • Contact Database
  • Content Management
  • Customisable Branding
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Invitations & Reminders
  • Email Management
  • Engagement Tracking
  • Event Calendar
  • Event Management
  • Feedback Management
  • Filtering
  • Forum / Discussion Board
  • Gamification
  • Group Management
  • Ideation
  • Knowledge Base Management
  • Live Chat
  • Member Directory
  • Membership Management
  • Mobile Access
  • Moderation
  • Multi-Language
  • Online Forums
  • Personalisation
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Single Sign On
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • User Management
  • Website Management

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  • API
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  • Chat/Messaging
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  • Email Templates
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  • Issue Management
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  • Knowledge Base Management
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  • Monitoring
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  • Multi-Channel Management
  • Prioritisation
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
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  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
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  • Support Ticket Tracking
  • Survey/Poll Management
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  • Workflow Management

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  • Call List Management
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  • Call Reporting
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  • Call Scripting
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  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
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  • Contact Management
  • Customer History
  • Customisable Reports
  • Data Import/Export
  • Email Management
  • IVR / Voice Recognition
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  • Monitoring
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  • Predictive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
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  • Interaction Tracking
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  • Live Chat
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  • Multi-Channel Management
  • Multi-Language
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  • Print Management
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  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
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  • API
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  • CRM
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  • Chat/Messaging
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  • Community Management
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  • Content Management
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  • Customizable Fields
  • Drag & Drop
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  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
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  • Monitoring
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  • Multi-Channel Marketing
  • Multi-Language
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Survey/Poll Management
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  • Visual Analytics
  • Widgets
  • Workflow Management

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  • API
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  • Alerts/Notifications
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  • Chat/Messaging
  • Communication Management
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  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Visualisation
  • Drag & Drop
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  • Feedback Management
  • Knowledge Management
  • Live Chat
  • Monitoring
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  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Negative Feedback Management
  • Predictive Analytics
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
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  • 360 Degree Feedback
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  • Alerts/Notifications
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  • CSAT Survey Structure
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  • Customer Database
  • Customer Experience Management
  • Customer Journey Mapping
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Questions
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
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  • Data Visualisation
  • Drag & Drop
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  • Engagement Tracking
  • Feedback Management
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • NPS Survey Structure
  • Performance Metrics
  • Process/Workflow Automation
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • SMS Messaging
  • Search/Filter
  • Sentiment Analysis
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Widgets
  • Workflow Management

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  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
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  • Customisable Forms
  • Customisable Templates
  • Data Import/Export
  • Drag & Drop
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  • Engagement Tracking
  • Event Triggered Actions
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  • Knowledge Base Management
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  • Multi-Channel Communication
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  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
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  • Social Media Integration
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  • API
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • CRM
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  • Configurable Workflow
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  • Customisable Templates
  • Drag & Drop
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  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
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  • Multi-Language
  • NPS of Customers
  • Onboarding
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  • Real Time Data
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  • Renewal Management
  • Reporting & Statistics
  • Reporting/Analytics
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  • Social Media Integration
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  • @mentions
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  • Real-time Consumer-facing Chat
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  • Performance Metrics
  • Pipeline Management
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  • Reporting & Statistics
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View full list of Online CRM Software

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Zendesk Alternatives - Capterra New Zealand 2021

More Zendesk alternatives

Zendesk Reviews

Read all 2,681 reviews

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
  • >10,001
Oscar A.
Oscar A.
Manager
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 27/09/2021

"Zendesk = Great help desk"

Comments: We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Pros: It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets.
For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Cons: The licensing scheme could improve.
In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Alternatives Considered: Zoho Desk

Reasons for Switching to Zendesk: We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.

  • Reviewer Source 
  • Reviewed on 27/09/2021
Ted F.
Ted F.
Production Support Coordinator & IT Specialist
Mining & Metals, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 31/01/2020

"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.

Alternatives Considered: Freshservice

Reasons for Choosing Zendesk: A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.

Switched From: Freshdesk

Reasons for Switching to Zendesk: Features

  • Reviewer Source 
  • Reviewed on 31/01/2020
Verified Reviewer
CEO
Financial Services, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 5/05/2020

"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.

Alternatives Considered: Freshdesk

Switched From: interCOMM

  • Reviewer Source 
  • Reviewed on 5/05/2020
Sarah Y.
Sarah Y.
Program Operations Manager
Computer Software, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 30/06/2021

"Zendesk Makes Support Easy"

Comments: Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system.

Pros: Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.

Cons: There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.

Alternatives Considered: HubSpot CRM and Front

Reasons for Choosing Zendesk: Front was not as intuitive as Zendesk. Front it also an email management system and does not support the needs of a ticket-based support team.

Switched From: Front

  • Reviewer Source 
  • Reviewed on 30/06/2021
Christiane D.
Christiane D.
Customer Support Team Lead
Financial Services, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 28/02/2021

"A lot of features and fast and easy to use ticket system"

Comments: Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros: Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons: It can be very complex/difficult at certain point due all the features that they offer.

Alternatives Considered: LiveChat and HelpDesk

Reasons for Choosing Zendesk: Because we were trying to find a more customizable option :)

Switched From: Salesforce Sales Cloud

  • Reviewer Source 
  • Reviewed on 28/02/2021