Zendesk

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

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Deployment

  • Cloud, SaaS, Web
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
Zendesk video
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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 $5.00/month.


Starting Price

$5.00/month

Free Version

No

Free Trial

Yes

Zendesk Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response (IVR)
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

View full list of Call Center Software

  • 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

View full list of Complaint Management Software

  • Batch Communications
  • Chat / Messaging
  • Content Management
  • Email Distribution
  • Interactive Content
  • Multi-Channel Communication
  • On-Demand Communications
  • Personalization
  • Print Management
  • Template Management
  • Video Content

View full list of Customer Communications Management Software

  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content

View full list of Customer Engagement Software

  • Analytics
  • Customer Segmentation
  • Dashboard
  • Knowledge Management
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Predictive Analytics
  • Sentiment Analysis
  • Survey/Poll Management
  • Text Analysis

View full list of Customer Experience Software

  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

View full list of Customer Satisfaction Software

  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

View full list of Customer Service Software

  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking/Analytics
  • Win / Loss Analysis

View full list of Customer Success Software

  • Alerts / Escalation
  • Automated Routing
  • Call Center Management
  • Customizable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Contract Management
  • IT Asset Management
  • Incident Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management

View full list of IT Service Software

  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

View full list of ITSM Software

  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail

View full list of IVR Software

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Project Management
  • Recurring Issues
  • Task Management

View full list of Issue Tracking Software

  • Cataloging/Categorization
  • Collaboration
  • Content Management
  • Decision Tree
  • Discussion Boards
  • Full Text Search
  • Knowledge Base Management
  • Self Service Portal

View full list of Knowledge Management Software

  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

View full list of Live Chat Software

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

View full list of Service Desk Software

Zendesk Alternatives - Capterra UAE 2020

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Zendesk Reviews

Showing 5 of 2,393 reviews

Overall
4.3/5
Ease of Use
4.3/5
Customer Service
4.3/5
Features
4.3/5
Value for Money
4.1/5
Ashley E.
Support engineer
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 11/04/2020

"The best professional ticketing solution"

Comments: I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.

Pros: I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.

Cons: The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.

  • Reviewer Source 
  • Reviewed on 11/04/2020
Ted F.
Production Support Coordinator & IT Specialist
Mining & Metals, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    1/5
  • Value for Money
    4/5
  • 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.

  • Reviewer Source 
  • Reviewed on 31/01/2020
Ashish G.
Sr Manager -Customer Success
Sports, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 06/08/2020

"Worth the service and product"

Comments: Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.

Pros: The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.

Cons: The service is quite slow and the product even has downtime.

  • Reviewer Source 
  • Reviewed on 06/08/2020
Verified Reviewer
Used the Software for: 2+ years
  • Overall Rating
    1/5
  • Ease of Use
    2/5
  • Features & Functionality
    2/5
  • Customer Support
    Unrated
  • Value for Money
    1/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 25/09/2018

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

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.

  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 25/09/2018
Verified Reviewer
Technical Support Specialist
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 26/05/2020

"The CRM your company needs"

Comments: I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment.

Pros: The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system.

Cons: Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place.

  • Reviewer Source 
  • Reviewed on 26/05/2020