Zendesk

Zendesk

Cloud-based Help Desk & Customer Support Platform

4.4/5 (2326 reviews)

Zendesk Overview

What is Zendesk?

The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves businesses across hundreds of industries, with more than 200,000 customers offering service and support in over 60 languages.

Zendesk Support is a sophisticated (not complicated) help desk solution proven to increase customer satisfaction and agent productivity - at any scale. This all starts with the customer experience: meeting them where they are, on their terms, and collecting the right information. We intelligently route these requests to agents, providing them with the context and tools they need to resolve issues and build stronger relationships. And it works. On average, our customers achieve a 95% customer satisfaction score.

Zendesk Overview

Pricing

Starting from
US$5.00/month

Pricing options

Free Trial
Subscription
Value for money

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
<br>Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
<br>Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
<br>Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
<br>Elite: $199/agent/month (billed annually).


Zendesk Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Screenshots

Zendesk screenshot: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk screenshot: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent. Zendesk screenshot: Keep a pulse on agent performance with easy to view and navigate dashboards Zendesk screenshot: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Zendesk screenshot: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Zendesk screenshot: Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info. Zendesk screenshot: Easily collaborate with other teams to get involved in solving customer questions.

Zendesk Reviews for UK Users

Zendesk Reviews for UK Users

Overall rating
4.4
/
5 2326 reviews
Excellent
1210

Very good
827

Average
224

Poor
41

Terrible
24

Value for Money
4.1
Features
4.3
Ease of Use
4.3
Customer Support
4.3
88% recommended this app
Thamara P.

Quick and easy implementation to my Support Center

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations


Erica d. B.

Great software, terrible support (ironically); Hope you don't have to leave

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you).

I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.


Pat B.

Market Leader in Ticketing Software (Probably)

Overall, Zendesk allowed us to create a new ticketing platform and process for the business. Its integration with Slack drove great user adoption and encouraged submissions. This platform allowed us to report on the most common IT and biz ops issues at our org while allowing "agents" to service and help the team effectively. It's pretty ideal that you can manage your workload, triage requests, and reply to folks all in a few clicks. It's really all-in-one if you integrate with your CRM too.


Nick Y.

Zendesk - Robust Ticketing Software

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.


Verified Reviewer

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


Thamara P.
Company size: 13-50 Employees

Quick and easy implementation to my Support Center

Used Daily for 1+ year
Reviewed on 27/07/2018
Review Source: Capterra

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations

Pros

Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center.
It allows to automate response to our customers. Also, customize the tool according to the type of company.
From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished.
Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web.
What I like most about Zendesk is to be able to automate the responses to clients and macros.
Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service.
I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

Cons

Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational.
We as a client can add response times, and define with a category that is requirements or request and that are incidents.
Next, what features Zendesk would need:
* Add response time according to the type of requirements or request.
* Define type of requests and incidents
* Get graphs by type of incidents
* Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers
* Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level
* Have a video call

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Erica d. B.
Industry: E-Learning
Company size: 2-10 Employees

Great software, terrible support (ironically); Hope you don't have to leave

Used Daily for 2+ years
Reviewed on 06/09/2018
Review Source: Capterra

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you).

I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Pros

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Cons

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Pat B.
Industry: Marketing & Advertising
Company size: 51-200 Employees

Market Leader in Ticketing Software (Probably)

Used Daily for 2+ years
Reviewed on 06/01/2020
Review Source: Capterra

Overall, Zendesk allowed us to create a new ticketing platform and process for the business. Its integration with Slack drove great user adoption and encouraged submissions. This platform allowed us to report on the most common IT and biz ops issues at our org while allowing "agents" to service and help the team effectively. It's pretty ideal that you can manage your workload, triage requests, and reply to folks all in a few clicks. It's really all-in-one if you integrate with your CRM too.

Pros

Top features for me in this tool were the GoodData reporting flexibility, ticket automation, and clean user experience. We didn't leverage the knowledge base, although being able to click to directly create an article after a ticket submission seemed like a slick feature.

The ability to add lots of custom fields of varying types, create automation based on those fields, and rout tickets to end users was key. There's great flexibility in what you can achieve between the user permissions, user groups, and the form/landing page as part of the tool.

Cons

Some of the out of the box reporting seemed a little bit wonky in comparison with what I would pull in the GoodData insights area. Honestly, very few cons about Zendesk, although the price is a bit steep for a ticketing platform. This being said, though, it's very powerful and you get what you pay for with software.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Nick Y.
Industry: Computer Software
Company size: 13-50 Employees

Zendesk - Robust Ticketing Software

Used Daily for 2+ years
Reviewed on 31/10/2019
Review Source: Capterra

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Pros

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Cons

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Verified Reviewer

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

Used Daily for 2+ years
Reviewed on 25/09/2018
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 0.0/10

User recommendation
8.4/10
Based on 2,326 user ratings
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Zendesk Pricing

Zendesk Pricing

Starting from
US$5.00/month
Free Trial
Subscription
Value for money

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
<br>Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
<br>Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
<br>Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
<br>Elite: $199/agent/month (billed annually).

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
<br>Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
<br>Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
<br>Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
<br>Elite: $199/agent/month (billed annually).

Value for Money
4.1/5
Based on 2,326 user ratings
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Zendesk Features

Zendesk Features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.3/5
Based on 2,326 user ratings
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Categories

Video Tutorials

Video Tutorials

Additional information for Zendesk

Additional information for Zendesk

Key features of Zendesk

  • Answer Bot
  • Audit logs
  • Branded customer-facing web interface
  • Community forums
  • Custom business rules (triggers & automations)
  • Custom roles & permissions
  • Email compliance archive
  • Export ticket views to CSV
  • Flexible ticket management with automated workflow
  • Full CSS rebranding
  • Group rules and macros
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Multiple ticket forms
  • Open API
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Public and private forums
  • REST API
  • Real time updates
  • Robust reporting & advanced analytics
  • SLA management
  • SSO with Twitter, Facebook, Google and SAML
  • Salesforce & SugarCRM integrations
  • Screencasting
  • Self service help center
  • Support performance dashboards
  • Web widget

Benefits

The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.

Support your customers across any communication channel including web, email, chat, and social media.

Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.

Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.

Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.

GetApp Analysis

GetApp Analysis

Zendesk is a cloud-based customer service solution that is loved for its ease of use, efficiency, flexibility and low cost of ownership. The software is suitable for every industry sector that provides some kind of customer service. It is fully scalable and can be easily and gradually be utilized by one department to a whole multi-national enterprise.

What Zendesk does is gather all customer feedback from a variety of sources such as email, chat, phone call, tweets, and bring it all under a well-designed and easy to use platform. Support agents can quickly seek the cases that need their immediate attention and deal with the customer issues right away. Zendesk even provides external information tools to help agents with their problem solving actions.

Customer feedback is not the only thing that is brought together under the same place though. Zendesk is also the solid collaboration platform that your agents or personnel from different departments can use in order to work collectively towards the solution of more complex problems. After all is done, reports and statistics are generated for you to evaluate how the software affects your efficiency.

Zendesk main dashboard

What is Zendesk?

Zendesk was created around the need to improve the quality of customer services and to bring customers and company communication closer by establishing a relationship between the two. As the software monitors all feedback sources, it allows agents to overseer all tickets and quickly act accordingly when needed. This greatly improves both the efficiency of your customer service departments, and the customer satisfaction.

With advanced workflow automation tools like the Triggers system, Zendesk guarantees that employees will no longer waste time doing the same things over and over again, while the maintaining of rich knowledge bases will help customers deal with problem even faster and further release tied-up resources.

The tickets overview

Zendesk Main Features

Email System

Email is only one of the eight places Zendesk gathers customer feedback from but it is usually the most prominent and widely used, so developers made sure to equip the corresponding system with all the tools you’ll need. When an email is sent to the customer service department, it turns into a support ticket that includes all communication (replies, comments) from then on and until the ticket is solved.

Getting support request to your personal email is not uncommon and Zendesk offers such importing and forwarding capabilities to its users, so all such emails can be transformed to tickets. You can also add multiple support addresses or change the name that appears on the agent emails. Finally, from the “email template” settings, you can tweak the HTML code that defines the form of your emails.

Tweaking the email settings.

Triggers

Triggers is a smart system that users of Zendesk can deploy in order to streamline processes and automate common tasks. It basically works as a set of directions that are activated when a particular event happens. A set of triggers can be placed in a particular order, and multiple actions can then be executed as a result. An example would be to set all tickets coming from a VIP customer to be addressed by certain agent and be given high priority.

To create such triggers, you can click the admin icon on the sidebar and then select the “Triggers/Add Trigger” option. You may then add the name, conditions and actions for the new trigger and save it. You can re-arrange the order, edit, or delete any triggers later from the same settings menu.

Triggering conditions menu.

Self-Service

For a 24/7 service solution, Zendesk offers advanced self-service capabilities by using comprehensive knowledge bases that you can enrich, or update by correlating solved cases and assigning them with tags. This way customers can visit your company’s website and search to find what they are looking for, without trussing your resources.

Besides the knowledge base, customers may also visit community portals with discussions that contain valuable information and advice regarding common problems. The satisfaction that the customers get when finding the solution to their problem by themselves, is higher compared to that gained when waiting for an agent to reply.

An example of a website hosted self-service system.

Customization

Companies strive hard to distinguish themselves in highly competitive environments through individualization and specialization. For a help center to be effective and coherent with a company’s style and character, Zendesk must offer deep customization options and high tailoring abilities. Thankfully, it does exactly that.

You can use themes that are created with great tenacity for every promotional and functional detail and let your customers quickly find what they are looking for. Different layouts with different elements on the front page, assure that the special needs of each distinct service will be met by Zendesk.

A theme that provides great singularization.

Zendesk Reporting

Zendesk Reports form part of the standard feature set offered by Zendesk. Reports are available on all plans and provide metrics on KPIs such as daily ticket activity, service level agreement compliance, average resolution time, customer satisfaction, agent performance, ticket resolution time, and efficiency.

The reporting tool provides a snapshot overview of a collection of tickets for a specified time period. By defining ticket properties you can decide which tickets you want to monitor and for which time period.

Zendesk Reports

Zendesk Insights

Zendesk Insights is an advanced reporting feature offered on the Plus and Enterprise plans. This feature provides the ability to carry our more customized analysis of KPIs at a deeper level. These reports could be used to analyze a particular customer group, such as VIP clients, or certain demographic groups based on variables such as location, age or satisfaction rate.

Zendesk Insights is an essential feature for those looking to pinpoint issues and identify key performance areas. This in-depth analysis is enabled through the use of custom fields on tickets, users and organizations, along with the ability to create metrics, reports and dashboards based on contextual data most relevant to your business. The export function is also critical for executive reporting.

Zendesk Insights

Zendesk Integrations

Zendesk is one of the most integrating pieces of software out there, with more than 200 integrations available free of price through the software’s official Apps Marketplace. The apps found there concern agent productivity enhancers, deeper analytics tools, e-commerce helpers, issue trackers, IT management applications, social media conglomerators and telephony/sms and chat clients.

Some of the most popular apps that integrate well with Zendesk are SalesForce, ZenCart, Magento, JIRA, TeamViewer, Drupal, Joomla, Wordpress, PlanBox, MailChimp and 8X8. If you still can’t find what you need though, you can always build your own integration using the development tools provided by Zendesk.

Zendesk Pricing

Zendesk is available in five different flavors that incorporate different sets of features. This together with the “per agent” pricing provides very high efficiency in the factor of costs to actual needs, as companies are in a position to pay and cover precisely their needs, instead of getting useless features and/or excess user licences.

The packages are the Starter (1$ per agent per month), Regular (25$), Plus (49$), Enterprise (125$) and Enterprise Elite (195$). For more details about what features these include, visit Zendesk pricing webpage. The Plus package is also offered as a trial for 30 days and in the case that you buy a license, all data, customizations and actions remain intact.

Zendesk Bottom Line

  • Unify Communications
  • Customer Self-Service
  • Increase Customer Engagement
  • Automate Workflows
  • Wide Integration scope

Zendesk FAQs

Zendesk FAQs

Below are some frequently asked questions for Zendesk.

Q. What type of pricing plans does Zendesk offer?

Zendesk offers the following pricing plans:

Starting from: US$5.00/month

Pricing model: Subscription

Free Trial: Available

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly) <br>Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly). <br>Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly). <br>Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly). <br>Elite: $199/agent/month (billed annually).

Q. What are the main features of Zendesk?

Zendesk offers the following features:

  • Answer Bot
  • Audit logs
  • Branded customer-facing web interface
  • Community forums
  • Custom business rules (triggers & automations)
  • Custom roles & permissions
  • Email compliance archive
  • Export ticket views to CSV
  • Flexible ticket management with automated workflow
  • Full CSS rebranding
  • Group rules and macros
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Multiple ticket forms
  • Open API
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Public and private forums
  • REST API
  • Real time updates
  • Robust reporting & advanced analytics
  • SLA management
  • SSO with Twitter, Facebook, Google and SAML
  • Salesforce & SugarCRM integrations
  • Screencasting
  • Self service help center
  • Support performance dashboards
  • Web widget

Q. Who are the typical users of Zendesk?

Zendesk has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does Zendesk support?

Zendesk supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Q. What type of pricing plans does Zendesk offer?

Zendesk has the following pricing plans:

Subscription

Q. Does Zendesk support mobile devices?

Zendesk supports the following devices:

Android, iPhone, iPad

Q. What other apps does Zendesk integrate with?

Zendesk integrates with the following applications:

123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, Innotas, InsightSquared, Podio, Vivocha, Yonyx, Zendesk Chat

Q. What level of support does Zendesk offer?

Zendesk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials