Zendesk Support

Customer Service Software & Remote Support Software
4.6 (8 Reviews) Write a Review

Zendesk Support Overview

Zendesk
Zendesk’s powerful and flexible customer service software and engagement platform scale to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk offers a fully integrated call center built right into its support platform. Agents can handle calls in the same workspace as all other channels. This cloud-based support platform gives them full context on customer history to help resolve the most complex and urgent issues faster. Teams that use Zendesk see a 20% reduction in support costs and a 27% increase in agent productivity. If you already have a call center, you can seamlessly integrate it with an API connection to our help desk.

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Zendesk Support Core Features

Help Desk Features
  • Analytics & Reporting
  • Alerts
  • Customer Review
  • Customization
  • Dashboards
  • Email Integration
  • Escalation
  • Interaction Tracking
  • Live Chat
  • Multi-Channel
  • SLA
  • Ticketing Management
Customer Service Features
  • Alerts/Notifications
  • Escalation
  • Help Desk
  • Live Chat
  • Response Templates
  • Self-Service Portal
  • Social Media Integration
Service Desk Features
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Reports
  • Self Service Portal
  • SLA Management
Customer Success Features
  • Account Management
  • Alert/Notification
  • Communication Management
  • Customer Engagement
  • Health Score
  • Operations Management
  • Task Management
Customer Engagement Features
  • Churn Management
  • Communication Management
  • Community Management
  • Content Creation
  • Feedback Management
  • Gamification
  • Reporting/Analytics
  • Self Services
  • Video Support
Live Chat Features
  • Alerts/Notifications
  • Canned Responses
  • Chat Bots
  • Offline Form
  • Proactive Chat
  • Reports & Analytics
  • Secured Encryption
  • Visitor Tracking
Call Center Features
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Interactive Voice Response
  • Manual Dialer
  • Predictive Dialer
  • Queue Management
  • Voicemail

Zendesk Support Pricing

Pricing Type
Contact Vendor
Free Version
Yes
Payment Frequency
Monthly Payment, Annual Subscription, Free
Vendor pricing page
14 Days Trial

Zendesk Support Reviews

4.6 (8 Reviews)

If you're looking for great help desk software then Zendesk is the one for you.

B
posted on 2/2/22

We at TimeShatter use Zendesk for my help desk software. I really like that it allows us to have conversations with customers on multiple channels (chat, voice, email, and social media apps), which I feel is more convenient for customers. I've been really pleased with the software so far

I have used this software for
200 Days
I use this software
Daily
  • Ease of use
  • Features & functionality
  • Customer support
  • Value for money
  • Integrations
  • On-boarding
  • Overall ratings
10 User Score
User Recommendation Score

Easy to use and cost effective help desk software

posted on 2/2/22

My company uses Zendesk. What I like about it is how it can be integrated with other platforms and is overall easy to use. Communication is streamlined and simple. What I don’t particularly like about it is their support. I have had several instances where I needed to contact someone from Zendesk, but it took forever to get my issue resolved. Other than that, however, I do really like the software.

I have used this software for
177 Days
I use this software
Daily
  • Ease of use
  • Features & functionality
  • Customer support
  • Value for money
  • Integrations
  • On-boarding
  • Overall ratings
10 User Score
User Recommendation Score

One of the most efficient help desk software in the market.

C
posted on 2/2/22

My organization has been using Zendesk, the best help desk software. It works seamlessly on any channel, such as voice, chat, email, or even in social messaging apps, like Instagram, Facebook, or Whatsapp. All the communications and proper context are preserved in a dynamic and single dashboard. As far as the pros are concerned, Zendesk lets you boost your communications everywhere; it has an impeccable ticketing system and automated routing. Some of its cons include it doesn’t provide a secure way to send data. Hence, you need to use a secured SharePoint folder link

I have used this software for
120 Days
I use this software
Daily
  • Ease of use
  • Features & functionality
  • Customer support
  • Value for money
  • Integrations
  • On-boarding
  • Overall ratings
5 User Score
User Recommendation Score

Zendesk is easy to set up, hugely customizable, has excellent uptime, and the customer support is top-notch.

S
posted on 1/2/22

At Nolah Mattress, we useZendesk. It allows our team to easily follow conversations with customers and see what’s been responded to, and by who.Our team can also add internal thoughts and notes to tickets without the customer being any the wiser - it streamlines our communication. One of the cons is that it’s on the higher end of the help desk software pricing range - it’s priced per agent - but its features make it worth the cost.The triggers are sometimes a touch sticky, but definitely workable.

I have used this software for
200 Days
I use this software
Daily
  • Ease of use
  • Features & functionality
  • Customer support
  • Value for money
  • Integrations
  • On-boarding
  • Overall ratings
8 User Score
User Recommendation Score

Zendesk is sophisticated enough to meet complex needs but simple enough to get started quickly

D
posted on 1/2/22

I'm Daniela Sawyer, Founder of FindPeopleFast.net, a web-based people searching website. We use Zendesk Support Suite. With this, our business can have natural conversations with customers while keeping them unaware of what's going on behind the scenes. All interactions and relevant context for our agents are kept in one place with the Support Suite. One workspace for all agents, allowing our teams to serve customers faster and more personally.

I have used this software for
100 Days
I use this software
Daily
Pros :
  • Send an email if a ticket is about to go over SLA.
  • Allow team members to make private notes.
  • Filter tickets by status and create tabs for each.
  • Follow a conversation and see who responded.
  • Connect to other platforms.
  • The GUI is easy to use and organized.
Cons :
  • When a user cannot add new users to Zendesk, a warning message should appear. It should state why you can't, so you don't have to guess.
  • Our responses sometimes don't have attached files.
  • Zendesk is more expensive than other CRM solutions.
  • It isn't easy to set up at first.
  • The suspended filter can't tell what's spam and what's not.
  • Ease of use
  • Features & functionality
  • Customer support
  • Value for money
  • Integrations
  • On-boarding
  • Overall ratings
7 User Score
User Recommendation Score

I have been using Zendesk for a long time and have faced no problems with it so far

P
posted on 31/1/22

I am a software engineer, founder & CEO of real estate syndication software - Cash Flow Portal. My company has been using Zendesk for the past couple of years.

I have used this software for
300 Days
I use this software
Weekly
Pros :
  • Omnichannel support
  • Numerous integrations
  • Robust ticketing and routing capabilities
  • Unified workspace
  • Availability of 24/7 AI-powered chatbot
  • Customer-facing self-service portal
  • ‘Explore’ module allows easy data reporting and analyzing
Cons :
  • Can be confusing to set up
  • Limited text messaging support
  • No option to export data directly into a CSV file
  • Lack of flexibility in pricing
  • Ease of use
  • Features & functionality
  • Customer support
  • Value for money
  • Integrations
  • On-boarding
  • Overall ratings
10 User Score
User Recommendation Score

Interesting Support/Ticketing Tool

Mostafa Awad
posted on 2/6/21
Zendesk is a great platform that gives you capabilities to support your customers through defined SLA priorities in your tickets and also provides the knowledge base capabilities which helps you save time if the issue is duplicate or faced before.

Need a ticketing system? Use Zendesk Support

Justin Esgar
posted on 27/5/21
Zendesk makes it super easy to keep track of support tickets your company may need. Out of the box, there are many customizable options, but then there is the marketplace that can easily enhance your experience with the product. Track time, add task lists, integrate your calendar and your CRM, and so much more.
Licensing & Deployment
  • Cloud Hosted
  • Web-based
Support
  • Chat
  • Phone
Knowledge Base
  • Help Guides
  • Video Guides
  • Blogs
  • Case Studies
  • On-Site Training
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