Zendesk Support

Customer Service Software & Remote Support Software

4.5 16 Reviews
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Zendesk is a powerful and flexible customer service software and engagement platform that 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.

Zendesk
2007
United States
  • Information-technology-services
1 Industry
  • English
1 Language
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Screenshot & Video

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LICENSING & DEPLOYMENT

  • Proprietary
  • Cloud Hosted
  • Web-based

SUPPORT

  • Chat
  • 24x7 Support

Training

  • In-person

Knowledge Base

  • Help Guides
  • Video
  • Blog
  • Case Studies
  • On-Site Training

Zendesk Support Core Features

Help Desk

  • Analytics & Reporting
  • Alerts
  • Customer Review
  • Customization
  • Dashboards
  • Email Integration
  • Escalation
  • Interaction Tracking
  • Live Chat
  • Multi-Channel
  • SLA
  • Ticketing Management

Customer Service

  • Alerts/Notifications
  • Escalation
  • Help Desk
  • Live Chat
  • Response Templates
  • Self-Service Portal
  • Social Media Integration

Service Desk

  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Reports
  • Self Service Portal
  • SLA Management

Customer Success

  • Account Management
  • Alert/Notification
  • Communication Management
  • Customer Engagement
  • Health Score
  • Reporting & Analytics
  • Task Management

Customer Engagement

  • Churn Management
  • Communication Management
  • Community Management
  • Content Creation
  • Feedback Management
  • Gamification
  • Live Chat
  • Reporting/Analytics
  • Self Services
  • Video Support

Live Chat

  • Alerts/Notifications
  • Canned Responses
  • Chat Bots
  • Offline Form
  • Proactive Chat
  • Reports & Analytics
  • Secured Encryption
  • Visitor Tracking

Call Center

  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Interactive Voice Response
  • Manual Dialer
  • Predictive Dialer
  • Queue Management
  • Reporting & Analytics
  • Voicemail

ITSM

  • Asset Management
  • Configuration Management
  • Customization and Flexibility
  • IT Release Management
  • Reporting and Analytics
  • Security and Compliance
  • Service Level Management

Ticketing

  • Customer Portal
  • Event Ticketing
  • Mobile Ticketing
  • Online Ticketing
  • Reporting & Analysis

Portal

  • Collaboration
  • Document Management
  • File Sharing
  • Real Time Chat
  • Records Management
  • Reports & Analytics
  • Task Manager

Email Management

  • Archiving & Retention
  • Data Recovery
  • Email Monitoring
  • Multiple Accounts
  • Response Management
  • Routing

Contact Center

  • Call recording and monitoring
  • Call routing and queuing
  • Integration capabilities
  • Interactive voice response (IVR)
  • Multi-channel communication
  • Omnichannel support
  • Performance tracking
  • Reporting and analytics

Zendesk Support Pricing

Pricing Type

  • Contact Vendor

Preferred Currency

  • USD ($)

Free Version

  • Yes

Payment Frequency

  • Monthly Payment
  • Annual Subscription
Vendor pricing page Get Free Trial
  • 14 Days Trial

Zendesk Support Reviews

4.5 16 Reviews
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  • Most Recent
  • Rating: high to low
  • Rating: low to high
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Diana Stepanova

The platform offers a high degree of personalization in managing workflows

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

Our company, Monitask, has been utilizing Zendesk Support as our primary ticketing software for close to two years now. We handle various inquiries and provide technical support to our customers using this software daily.

How long have you used Zendesk Support?

2 Years

How frequently you use Zendesk Support?

Daily

What do you like the most about Zendesk Support?

It offers a high degree of personalization in managing workflows and creating automation rules. Zendesk Support integrates seamlessly with other tools and platforms we use, improving our overall efficiency. These tools enable us to identify customer pain points and continuously improve our support process.

What do you like the least about Zendesk Support?

The software is easy to navigate, which allows our support team to respond to tickets efficiently and effectively. Some features are not as customizable as we would like, which may constrain certain workflows depending on specific industry needs.

Joosep Seitam

Zendesk\'s intuitive design makes it easy for our team to navigate

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We Adsellr have been using Zendesk for the last 4 years. It is a widely adopted solution across the industry. Zendesk offers a comprehensive range of features and functionalities that have greatly streamlined our customer support and issue resolution processes.

How long have you used Zendesk Support?

4 Years

How frequently you use Zendesk Support?

Daily

What do you like the most about Zendesk Support?

he software provides a centralized platform for managing customer queries, ensuring efficient ticket handling and resolution. Zendesk enables us to seamlessly handle customer support across various channels such as email, chat, social media, and phone. We appreciate the ability to automate repetitive tasks and customize workflows based on our specific requirements. Zendesk integrates seamlessly with other essential tools in our tech stack, enhancing productivity and collaboration.

What do you like the least about Zendesk Support?

While Zendesk offers various pricing plans, it may be relatively expensive for small businesses with limited budgets. Some advanced features may require additional training or technical expertise to fully leverage their potential.

Jessica Carrel

Cloud-based customer service platform with an intuitive and user-friendly interface

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

Our company Any Software Tools uses Zendesk as our Customer Engagement Software. It's a cloud-based customer service platform with an intuitive and user-friendly interface that combines a help desk, shared team mailbox, ticketing system, knowledge base, customer portal, and reporting tools.

How frequently you use Zendesk Support?

Daily

What do you like the most about Zendesk Support?

1.It's easy to navigate, and the user interface is highly intuitive 2. It integrates well with third-party apps and services 3. The reporting tools are robust and can give you valuable insights into customer service efficiency and customer satisfaction levels

What do you like the least about Zendesk Support?

1. It's relatively costly compared to other alternatives 2. Its knowledge base is limited and may not be as comprehensive as some users may need 3. It may take time to learn and get used to all the features and tools that come with Zendesk.

Zendesk helps us to manage customer support inquiries easily

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We SiteLogicMarketing have used Zendesk as our Help Desk Software for the past five years. One of the biggest PROS of Zendesk is its ease of use. It makes it easy for our customer support team to respond to customer inquiries. Yet, one potential CON is that Zendesk can be quite pricey. Especially as our business has grown and we need more advanced features. Nonetheless, we have found that the value provided by Zendesk outweighs the cost.

How frequently you use Zendesk Support?

Daily

Michael Humphreys

Zendesk is easy to use and provides good security

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

Our company Z Grills Australia uses Zendesk Help Desk Software. The PROS of this software are that it is easy to use, offers a wide range of features to cover all customer service needs, provides good security, and has a wide variety of integrations. The CONS are that it is a bit pricey, lacks some customization options, and has a slightly outdated user interface. We have been using this software for about two years now. We use it daily to provide customer service to our customers.

How frequently you use Zendesk Support?

Daily

Scott Lard

Zendesk is one of the best help desk software options on the market

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We IS&T use Zendesk. Zendesk is a cloud-based help desk application that provides a comprehensive set of tools for managing customer service interactions across multiple channels. The software features an easy-to-use interface for managing tickets, automating workflows, and tracking customer interactions. It also includes a plethora of features, such as customizable ticket fields, performance analytics, and a self-service customer portal. Furthermore, Zendesk seamlessly integrates with other applications, such as Slack and Salesforce, allowing for a more efficient and productive workflow. Zendesk is an excellent choice for businesses of all sizes looking to improve their customer service and support operations, thanks to its robust feature set and user-friendly interface.

How frequently you use Zendesk Support?

Daily

Sean Stevens

Zendesk make things simpler for support agents and improve customer response times

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We Immerse Education use Zendesk. Customers can communicate via a variety of communication channels. Also included are live messaging, social media, and phone calls. There are artificial intelligence-powered bots and other tools for automating simple tasks. Workflows can also route petitions to the appropriate representative. It can also direct users to knowledge bases for self-service answers. The Zendesk service also provides comprehensive reporting on customer service departments. This platform contains every feature necessary for customer support and ticketing systems. It can also be used within Microsoft Teams. The base plan for support teams costs $19 per user per month and is billed annually. Advanced plans are priced between $49 and $99 per user per month when invoiced annually. The Zendesk Suite, which includes sales tools, is also planned. Enterprises also have special offers. Some plans also provide complimentary trials.

How frequently you use Zendesk Support?

Daily

Alex Constantinou

A cloud-based customer support system designed for better client connections

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

We The Fitness Circle use Zendesk Support. Designed to increase customer satisfaction and provide help to users across all channels, including text messaging, the web, mobile apps, phones, emails, and social media. The ticketing system from Zendesk is intended for large businesses and organizations to maintain efficiency and promote resolution.

How frequently you use Zendesk Support?

Daily

What do you like the most about Zendesk Support?

Features should be straightforward, whether they are usability- or accessibility-related.

Several chances to study and make use of cutting-edge features like Cloud Set.

Content is reasonably organized by tickets.

What do you like the least about Zendesk Support?

Zendesk agents are unable to optimize strategy and plans due to limited automation tools.

If insufficient parameters are given, the trigger algorithms will be inconsistent.

There are numerous procedures required, for example, when setting up fields, to deal with CloudSET and admin settings collectively.

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

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

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

How long have you used Zendesk Support?

200 Days

How frequently you use Zendesk Support?

Daily

Easy to use and cost effective help desk software

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

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.

How long have you used Zendesk Support?

177 Days

How frequently you use Zendesk Support?

Daily

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

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

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

How long have you used Zendesk Support?

120 Days

How frequently you use Zendesk Support?

Daily

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

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

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.

How long have you used Zendesk Support?

200 Days

How frequently you use Zendesk Support?

Daily

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

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

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.

How long have you used Zendesk Support?

100 Days

How frequently you use Zendesk Support?

Daily

What do you like the most about Zendesk Support?

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.

What do you like the least about Zendesk Support?

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.

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

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

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.

How long have you used Zendesk Support?

300 Days

How frequently you use Zendesk Support?

Weekly

What do you like the most about Zendesk Support?

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

What do you like the least about Zendesk Support?

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

Mostafa Awad

Interesting Support/Ticketing Tool

Rating Breakdown

  • Ease of Use
  • Features
  • Customer Support
  • Overall Rating

Review Summary

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.
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