Who Uses This Software?

From start ups to Fortune 500 companies, over 200,000+ customers trust Zendesk with their customer support needs.


Average Ratings

557 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    $5.00/month/user
    See pricing details
  • Pricing Details
    Please look at our pricing on the website for more details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Zendesk
  • www.zendesk.com
  • United States

About Zendesk

Zendesk builds help desk software for better customer relationships. Our products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. 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 Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning

Zendesk Reviews

Powerful support ticket system for all facets, not just software support

Sep 18, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love that Zendesk can easily be linked to our CRM (Nutshell) so I can be kept in the loop on support issues w/o having to leave my CRM. As the Director of Sales, I need to know whether there are issues with customers and Zendesk does just that. I also love that Zendesk can be configured to automatically e-mail me about particular items. For instance, I am notified every time we get feedback from customers --- good or bad. I can then follow-up where appropriate, either to get permission to use the feedback on our website or to find out how we can do better. From a support standpoint, I absolutely love that I can use the system to add to existing tickets as opposed to sending e-mails to our support team, and that my feedback can be kept internal only.

Overall: Zendesk makes our support staff more effective and efficient, and provides immediate access to open tickets and customer feedback in our CRM environment.

Zendesk has helped our company communicate

Sep 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Zendesk has proven to help our company communicate more efficiently by having tickets online that we can write to and from by just replying to an email. We use it for tasks and RMA's.

Cons: I don't like that the chain can get very long and sometimes when you have in depth tickets it can get a flustered and confusing to read.

Excellent customer support tool

Sep 12, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk makes finding, organizing, and replying to customer support tickets incredibly easy, so you can focus on helping your customer instead of figuring out your support tool. The many filtering options sort conversations into different teams, and you can easily search for a specific ticket or customer. One of the best features is the ability to mute the customer conversation, so you can share information with other support staff before responding "publically".

Cons: Occasionally experienced downtime issues, but Zendesk was very responsive and issues were quickly resolved. The many options can be overwhelming, but are easy to use once you're more familiar.

Zendesk is where we host our support for our clients

Sep 08, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: - Search tool is very good. Gets smarter over time.
- Easy to add new support pages
- Good ticketing system to see issues at hand

Cons: -Wish the integrated widget worked better when we added it into our website.
- Wish there were more customization options

Zendesk has increased our connectivity and ability to care for our customers as a team.

Aug 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: The program is easy to use and through the use of macros and automations emails are easier than ever to answer in a quick and unified manner.

Cons: There are no good methods for sending mass emails or even just selecting multiple end users for a bcc email.

Excellent tool for our customer experience

Aug 10, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Zendesk helps us improve and track all of your customer relationships, since it enables is to make a chat window in our website, integrates with facebook messenger and we also track support tickets. It's amazing.

Cons: Actually I don't have anything to complain about, maybe it could have a slightly better interface, although it's good enough.

perfect helpdesk system

Aug 09, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: great design and functionality, everything you can expect from a helpdesk system out of the box, very easy for agents to get used to it

Cons: pricing is in sane, for every nitty giddy minor feature you need to upgrade and than get add-ons on top of that

Impressed with ZenDesk ticketing tool interface, functionality and ease of use.

Aug 09, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: a) User Interface
b) Automated Notifications to users and administrators
c) Consolidated Worklog of a ticket
d) Robust Reporting

Cons: There was a conflict in the status of each ticket. Apart from it, the formatting and structure of email notifications was not exciting.

Overall: It really helped to track all tickets in one window and moreover, streamlined the reporting to share it with the management.

Just started using zendesk guide. Awesome. Easy to use.

Aug 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It is not confluence. The search functionality is awesome. The support is great and they respond quickly.

Cons: There is not enough easy to use content formatting. There should be more themes readily available to use.

Attempted to move whole company to this, but a little too convoluted

Aug 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It was very slick - the look & feel are definitely clean, modern and friendly. Customer support was very nice and helpful when needed.

Cons: There are a lot of ways to do things, which was nice but also confusing for a lot of our users. In the end, we stopped the transition over to this from our other ticketing system because our base of users was split on it.

Great tool that has some room to grow

Jul 20, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I really do like the overall functionality of the solution. Thought-out, robust, and can help with foundational customer ticketing and tracking of customer concerns. This is a tool that performs and works a specific way and so you can really rely on it for a generic customer service platform.

Cons: The expansive customizability is amazing, however this serves as a con for end users. It would be beneficial to have customized dashboards based on the type of work you perform (i.e. I handle Clients A-C that specialize in X versus the representative next to me). Also, I would like some resources that help me pull analytics surrounding certain KPIs.

Overall: Customer/Client ticketing system.

Its a complete helpdesk solution for any scale of business

Jul 20, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Interactive interface, ease of usage , very easy to understand, informative reporting , ticket stats. Powerful search tool.
Less time spent on training

Cons: I think this is a bit overpriced along with there are some missing bits for this to become a complete CRM system

Overall: Easy handling of customer tickets

Thumps up for features and customer support

Jul 19, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I've been using zendesk in my previous company for more than 2 years, the major pros would be the availability of features that could be customized as per user request, good customer support whom we can reach out any time.

Cons: We used to face downtime often which runs even for half hour and more. I am not a techie, so I do not the exact reason for the downtime but zendesk has the tendency to hang often and stop working which I would say a major drawback of this software.

Overall: We were able to easily implement process improvement suggestion/ideas into effect with the help of this team in Zendesk.

Our small manufacturing firm LOVES Zendesk and our customer/distributor base loves it as well!

Jul 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Cost/benefit for features, EASE OF USE, happy and helpful support for the rare moments we need it. We probably only use about 10% of its features and we continually find new ones weekly. AppStore is incredibly robust as well.

Cons: Some of our other systems, like CRM, are not up to date so we can't integrate them easily. That really isn't a Zendesk problem, it's ours.

Overall: This is the backbone (or killer app) of our customer-facing organization.

Limited functionality but extremely easy to implement, onboard users and start using

Jul 18, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - Intuitive and easy to use.
- Well designed UI. Pleasant to the eye. I always knew what to do next. The way that it is designed makes it easy for me to know what is my next step always.
- It has apps that can be integrated. For my case, I was able to integrate with chat software Zopim.
- It has an analytics feature that we used to keep track of our support teams performance.
- Low start-up cost with high functionality.
- Integrated with our phone service.

Cons: - Limitations on customization. I could not customize the stages of each ticket.
- The only thing I don't like about Zendesk is the way they handle support through emails. Multiple clients complained that they always receive a copy of their own email whenever they email me on a Zendesk email thread and I could not turn that off.

Easy to configure, administer and use

Jun 27, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Ease of integration with other cloud services - they offer an app catalogue that makes connecting to other systems a breeze!

Cons: Mobile access and outdated mobile app. I was never able to get the mobile app to work. Also - they offer an O365 plug-in but it's of limited use - doesn't allow you to modify tickets, only submit new ones.

Great software for Customer Support!

Jun 15, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Multi-use. It's a great tool for customer support, knowledge base and community.
UI is pleasing aesthetically
Supports global users

Awesome management of tickets and projects

Jun 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The organization and the ability on setting up the organization is a huge difference maker for IT support managing support issues and client projects. It's super easy to create and assign tickets. Zendesk also makes it possible and easy to use add-ins from third parties

Cons: Sometimes the site or app is a little buggy and slow but it has only improved over time and isn't that bad anymore.

Overall: Organization and efficiency

An improvement on Salesforce Desk, great ticket system

Jun 07, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: An intuitive platform that lets you pick up conversations where you left off. This will improve your Customer Experience and its also fairly priced. Also a major benefit that is sometimes overlooked is .... It just works :-)

Cons: Missing basic email functionality like BCC and Forwarding. Attachments are sent as links rather than actual attachments. You can't really split Tickets that easily and not really any customisation for search results view

Zendesk Keeps Our Team Organized

Jun 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We were able to streamline our sales process by incorporating a zendesk ticketing system. Processing lead returns and client requests has become much easier and efficient.

Cons: It would be nice to have more customization within the portal. Also, once you open a ticket it would be nice to also have that ticket open in your email. It gets a little redundant with all the emails when you are an active admin in the portal.

Excellent system to help support our company

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We love the collaboration on tickets and how we are able to run reports and track important metrics. The software seems to be fairly flexible in doing the things that we want, and for updating our help content. We have built some integrations into the system to help us author and manage content. We are also able to get insight into article use and track trends in our ticketing needs.

Cons: There are some limitations on the types of things that we are able to do, but that might be due to the version of the software we are using. Also, we have had to have some internal web developers help customize the system to get it the way we want. The basic "out of the box" might work well for some, but we wanted a more branded feel to our help content.

One thing that we feel was missing was the option to have a permanent "BCC ME" address put into a support reps account. Our sales team does not use Zendesk and so some ticketing information would be nice to sync over to Salesforce.

Overall: Greater efficiency in responding to customer requests. We are also able to collaborate better as a team, improving internal workflows. Finally, we are able to leverage and update help content so that our customers are served up the most relevant information.

Great support product with truly great support

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The system is easy to use and get up and running. Zendesk support is really out of this world , quick and very helpful. The ticketing system does everything we needed and more, it allowed us to expand our support system because of the added features.

Cons: Zendesk, helpcentre and Zendesk ticketing is great, Zendesk chat and Community is really rubbish. The chat is barely functional and has very limited options, the community is not worth the effort of setting it up. Documentation on both are out of date, things like gamification are mentioned online but no longer supported for community.

The last 3 companies I've worked for use this system and I'm not sold on why

Jun 07, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: I like that when entering and managing tickets in Zendesk, the administrator and ticket submitter are able to communication strictly through emails and Zendesk will capture that info in the conversation.

Cons: I'm not sold on this product as a whole, I have not seen it implemented where there are any usable workflows or automation. It's often hard to find tickets using the search function. General navigation is not user friendly and does not seem intuitive.

Because of Zendesk our team provides great support

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's intuitive and they make it easy to get started and start communicating with customers. The different statuses and automation make support reps much more productive and efficient. The Help Center gives us a way to answer customer questions without them having to reach out.

Cons: Tags are not very useful unless you set specific criteria for using them. Searching can be difficult sometimes.

Overall: We're able to centralize our support structure and set parameters for good support and report on those metrics.

Focused on innovation

May 19, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: To great thing about Zendesk is they are always pushing the product forward and releasing new features.

It's also reasonably easy to use and set up. If you have any issues setting up their support are always on hand to help. There is also a huge community of other users and Zendesk experts to help answer your questions.

The UI is nice, and their iOS app is not bad (not great, but better than nothing).

Ticket automations are a god send.

App integrations are also very good.

Cons: Although they spend a lot of time and effort working on new features, there are widely requested basics that they still haven't addressed. UI customisations for things like Views is very limited for example. A decent Due Date system is missing. Fully customisable Statuses are also not a thing.

It is easy to organize all of the emails from my clients.

May 18, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ability to create macros, which makes replying to many clients a breeze. Also, I really like the different queues that we are able to create, which helps us prioritize our responses quite effectively.

Cons: The only thing I can think of is being able to search for emails by key words and/or phrases, other than that... no real complaints.

Overall: Being able to quickly and efficiently organize client emails and responses. I am able to prioritize who to contact when helping a client with an inquiry. I am also able to quickly respond to clients using the handy maco tools and canned emails.

Improves team efficiency and customer service quality

Apr 17, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use
Tracks all issues and provides reports
Improves efficiency and service quality

Cons: External users cannot track or access cases on the website
Visual design on emails can be improved

Overall: Our service provider specialist team uses Zendesk daily for our service provider needs. The software enables the team to track all issues and improve efficiency. It was very easy to set up and train the team on using. It is a great tool to manage inbound issues, however external users will not be able to track or access the cases, and can only view them via email.

Great way to track tickets

Apr 14, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great way to track tickets

Cons: Has a bit of a learning curve but its not too bad.

Overall: Zendesk has helped the organization I work for manage many incoming requests on one platform. It has increased our turnaround times on requests and follow up for reoccurring issues.

Zendesk is AMAZING

Apr 14, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: good work flow

Cons: triggers can be confusing and support team makes you read articles in lieu of actually fixing the problem themselves for you

Overall: Myself and my team use Zendesk daily for our customer service needs.
It has helped our team become and stay very efficient. The workflow runs smoothly and has helped with a steady state of production.

Easy to use and very helpful staff.

Apr 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Help information was plentiful between the self help videos, forums, and staff that was easy to reach (not to mention how simple the software was to use).

Cons: Some of the conditional formatting for the menus was not yet available that would have been ideal for setting up the tickets but from what I understood, it was a planned feature in the future.

Overall: Worked with the Zendesk staff on several occasions to do a trial run of Zendesk. Simple to set up and the staff was very helpful. It seemed that Zendesk was more than capable of what we needed. The help videos were well made and entertaining as well! In the long run, our company acquired another company who already had a system set up and management decided to stick with what they already had in place.

Zendesk Review

Apr 12, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Great for tracking metrics, the SLA functionality is superb, integrates well with other applications like RingCentral and in contact

Zendesk: A study in IT frustration

Apr 12, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Early SaaS Help Desk solution. Widely used across industry.

Cons: Too pricey.

Overall: We have been long time Zendesk shop mainly due to its being one of the first online offerings for service desk management. My main complaint is the pricing. There are so many cloud help desk offerings these days that offer more of a customizable experience for less money if that fits within the IT budget. We are currently looking at solutions that will scale back some of the features with Zendesk that we do not use in order to save money.

Very satisfied

Apr 05, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Very good product that has helped us provide a better customer service to our customers and most importantly, in a timely manner. Support and tutorials can make implementation expensive.

Good review for ticketing system

Apr 03, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Overall is a good product. I like it, easy to use. The start up using is really easy. We are using it as an organization for a few years

Zendesk is useful!

Apr 03, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Easy to use and fairly smooth. Our company has had it for many years now and everyone seems to be pretty impressed with it.

Good software, terrible support

Mar 12, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Ease of use, good macros for frequent issues.

Cons: Terrible customer support.

Overall: For a company that makes technical support software, their own technical support is terrible.

Zendesk finally responded to my support request to them on Saturday, making it eight calendar days since I submitted it.

The agent cited "high ticket volume." That's not a valid excuse. We certainly couldn't get away with that. Nor WOULD we.

"Hey, sorry your money's messed up. We've been busy."

The product itself is great, it integrates with our CRM and other systems well. But good luck getting timely help.

If you want to improve your customer service - Zendesk is a must have!

Feb 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of Use
Elevated Customer Service

Cons: No consumer survey option for lower level plans.
No chat support on lower level plans.

Overall: We've tried a handful of ticketing systems, but Zendesk has been the most user friendly and almost fully functional immediately upon sign up. Zendesk also integrates with numerous other options to improve the communication between platforms.

The only downside is they don't offer customer satisfaction reviews with the lower plans and as a newer user to ticketing, it would be very helpful to have feedback on our client's experience with Zendesk ticketing.

Recommendations to other buyers: Get rid of the cons. ;)

JT review 2017

Feb 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Overall, we really liked working with ZD. It would have been nice if more of the features worked with other platforms we used

Great product

Feb 15, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: I love that we were able to manipulate the software to fit our needs. It allowed for easy organization and analysis. Unfortunately the export was rather slow but an extremely useful tool to have.

Excpetionally Average

Feb 15, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: It was okay. It certainly wasn't bad. But I also for sure would not say it was great. There are worse ways to do it.

Made my job easier

Feb 15, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: My only complaint is the inability to easily edit text for links and formatting. Otherwise an easy to use app.

help users the easy way

Feb 13, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: ease of use

Cons: zendesk are not willing to consider feature

Overall: We use zendesk to assist users who have issues using our systems. we can track our responsiveness and user satisfaction too

God Bless Zendesk

Feb 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: quick and integratable live support for any online service

Cons: nothing at all

Overall: It's revolutionary to have good live support from all the services my company uses. I literally would not be in business without it.

ZenDesk for Customer Support

Feb 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and variety of integrations to optimize reporting and tracking customer history. Great partnership with product support.

Cons: Triggers and automations can be complex, but that's about it.

Overall: We brought ZenDesk on as an email solution and quickly expanded its role into our reporting, integrated our phone and chat solutions, leveraged it into SMS and build triggers and automations to collect robust customer satisfaction scores that help us improve as a department and as a business. It's also been invaluable in building internal processes that help us manage unique cases and workflows.

Recommendations to other buyers: Work closely with ZenDesk's team. Tons of value to be mined from their support beyond standard implementation. They want you to be rock stars at using it.

Zendesk Review!

Feb 01, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use

Cons: Customer Support

Overall: I think that this software is really good for the line of work I am in. It really helps me stay on top of things.

Recommendations to other buyers: Friend

Carolines zendesk review

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Accessibility

Cons: None

Overall: I love the software and how easy it is to use. This past year was my first time using it and it is very easy to navigate

Great ticket system for software companies

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This is the best ticket management software we have used at our company. It was great when there were 5 of us using it, but it still fits for a team 50! Great product.

Robust customer service platform with a few small caveats.

Feb 01, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Simple user interface and easy ability to write and modify macros.

Cons: Service outages and lack of control over ticket fields.

Overall: It's a robust platform that

My only immediate complaints are occasional service outages that always seem to impact us at high priority times, and not having more control over certain ticket types reacting dynamically (for example if a set ticket reason code required certain values or fields to be filled out).

Zendesk at ZirMed

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Customization capabilities; robust reporting platform; ease of use; cloud-based and integrates with other platforms.

Cons: Somewhat difficult to setup robust work-flows and automation initially.

Overall: I was on the committee to select Zendesk as our new helpdesk platform and although I no longer administer the platform I helped the with the beginnings of the initial setup.

Recommendations to other buyers: Zendesk appears to be an up-and-comer in the helpdesk platform world and as more products move to the cloud, the seamless integrations are nice.

Great Software

Feb 01, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I use Zendesk on a daily basis for work and am impressed with the organization of ticket views and customization ability. The voice call features are great as well!

Track everything in your lines of communication in a single program

Feb 01, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Zen Desk allows you to communicate with people inside the organization and outside, with both private and public responses. The entire chain is available for review based at anytime to truly allow you to track all info and all persons on any topic. We have used it not only for support issues, but tracking business opportunities and administrative functions.

Great system to manage all support tickets

Feb 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have used Zendesk to manage our support tickets and it is a great system to keep everything organized. Gives you flexibility.

Good service

Jan 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I love using Zendesk for my business. Their customer service support team also responds quickly and succinctly to any complaints or issues.

Create a customer focused business

Jan 13, 2017
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - Combined solutions for customer support
- HUGE start-up discounts and support

Cons: - Seems intimating & overwhelming at first
- Expensive

Overall: Zendesk is an amazing software that allows you to combine your live chat, phone, & help center all in one place. Even though it might seem hard (and expensive) at first it's an amazing software that also gives HUGE discounts for start-ups!

Recommendations to other buyers: I would totally talk to them about their start-up discount which is available for any small business making less than one million dollars. I would also suggest that you have your hosting or website support ready to answer your questions about connecting domains, forwarding emails, etc.

Useful for What We Need

Jan 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Zendesk helps us provide our customers with top-tier customer support, which is something we take great pride in. It integrates with HubSpot, our main CRM, which has made our lives much easier.

Good for smaller organization

Jan 09, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Ease of navigational use.

Cons: The reporting limitations internally and outwardly.

Overall: Within our company, we used ZenDesk for a number of years. It is an easy product to navigate and the interface is colored tastefully. However, our company moved off of ZenDesk primarily due the lack of it's reporting features. We ultimately moved to SaleForce's ServiceCloud due to the depth our company grew to. I did appreciate it at first but realized towards the end it could not support the features our stakeholders were looking for.

Recommendations to other buyers: This is a good product for smaller organizations. I would recommend to startups.

Zendesk is Zesty

Jan 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how the customer service aspect is appealing, and super easy to use.

Cons: I like everything about it.

Overall: Zendesk is one of the best software experiences there is for customer service. It is easy to use and has an API to customize it.

Recommendations to other buyers: Nope.

Simple support queue management

Jan 05, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: ZenDesk is easy to use and provides a wealth of great analytics and statistics (when on the right plan). It also automates a lot of tasks that can be very time-consuming such as follow-ups with tickets after a few days.

The app is only ok. They do try to make it functional but both versions have a lot of functionality missing making the apps hard to use as a desktop replacement. Obviously, that's not how the app should be used, so as a casual queue manager the app is good enough.

Support central that fulfill your needs

Dec 15, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Good tool to handle customer centric communication, incidents and problems handling. Easy to use, intuitive UI

The best way to communicate with customers!

Dec 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Great organization in the software, very useful and easy to use.

Cons: Nothing I can think of.

Overall: Zendesk allows us to communicate efficiently with our client base. It also integrates with other platforms so we can measure our reps by their interactions.

Recommendations to other buyers: Get it, that's my advice.

Easy for me, great for my clients

Dec 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: -Zendesk offer youy a freemium alternative, yo0u can try it, in my opinion its the best option
-Really easy configuration, customization and set up
-Nice customer service

Cons: ---

Overall: I use Zendesk "apps" specially the chat in my landing pages. It works really well, is easy customizable and have a lot of features. You can program when and how it works, it looks beautiful and has a great design and performance, it has prices for every one and also offer a freemium version. I strongly recommend Zendesk and their products.

Recommendations to other buyers: You must try it, specially in your landing pages. It works really great!

A full-functioning app that may be too big for our team

Dec 13, 2016
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: full featured help desk for large support teams.

Cons: too expensive for smaller teams.

Overall: Our customer service team only consists of 2 team members so support tickets were primarily handled via email. Of course, this introduces many issues including lack of accountability, as well as from fraudulent attacks.

We were looking to migrate over to a help desk platform, but the pricing tier for one of the features only existed on the enterprise level, $125/mo, multiple ticket forms. All other features were useless to us.

We eventually discontinued use as the pricing was too expensive for that one feature we needed.

It seems like this app would be a great tool to use for larger businesses with more agents, but it just wasn't for us.

Excellent low cost solution to start providing amazing customer support internal or external

Dec 12, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Price
Utility
Ease of Use
Simplicity
Robust

Cons: Like any software, you need to train people on how you want it used, so think about that before you just through it out there.

Overall: Launched this product as an internal customer solutions software at a larger business consulting firm. At the time, I didn't expect for it to be so robust. Over time, moved this to be our external customer solution software to product technical support and troubleshooting for our client globally. The product is simple to use and was easy to get my users to embrace it once it was up and running.

Best customer support service

Dec 12, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We've been using Zendesk for years and have enjoyed every moment. It was quick to get started and highly usable without much customization. We've barely scratched the surface at what it offers and the value it adds vs traditional email support is unbelievable.

Good software but poor support

Dec 08, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: Lots of features.

Cons: Emails not seamless.

Overall: Zendesk has a lot of features but it seems they forgot about the basics. the major thing is that I believe emails should appear seamlessly for the customer. Zendesk messed up email conversations and added weird text that could ruin email threads.

Recommendations to other buyers: the helpdesk is a good tool for customers.

The best way to contact your costumers

Dec 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: The chat is easy to use and it´s really efficient. Our support chat is through zendesk, making it quick without losing quality.

Everything you need to offer your client the best support service

Dec 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We started using Zendesk about a year ago. Back then, the platform was a ticket management software that allowed us to massively improved our support team efficiency.

Zendesk allowed us to open a real communication channel with our client, tracking every request we got and make sure that we could answer as fast as possible.

The platform offers a great KPI board to ensure you keep improving your team performance. It's easy to use, responsive, doesn't require tons of training for new team member.

Since then, they improved the product, added new features (phone, live chat) and are now integrated with quite a few other apps which allowed us to connect it to our other tools.

Could only recommend it!

Found it a little hard to navigate at first

Dec 06, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Zendesk is great cause there are a lot of add-ons and plugs-ins you can add, but I do find it gets a little complicated at times and the ease of use could be improved.

Zendesk, the best resource for helpdesk needs

Dec 05, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy tool to use. Great customer support. It is an easy way to build a helpdesk/knowledgebase system for our clients to rely on.

Cons: Their widget update only allows for the option to chat, or email support, not both at the same time, like their old widget did.

Overall: Having been on board with Zendesk for over four years now, we have seen a lot of improvements to the platform. Zendesk has helped us build our support team to what it is today. I am grateful for the ease of use and functionality it provides my team. Their customer support is great, which is expected from customer support software. They have made a few updates that have enhanced the overall look and feel of the software too. I enjoy using Zendesk and highly recommend it.

Gets the Job Done

Dec 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple and effective

Cons: UI is a little plain

Overall: After about a year of using ZenDesk, I'm still happy with it. It accomplishes what you'd expect from a tool like ZenDesk without muddying up the waters with convoluted processes and UI. It's simple and it gets the job done.

Recommendations to other buyers: Two thumbs up

Good product but doesn't fit current business needs

Dec 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Hard to use this product along side Salesforce. Seems to be a good stand alone product just for support but has been difficult getting the whole picture.

Zendesk helps us help others

Nov 28, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The simple look and feel. It's also very easy to use.

Overall: Our client support department relies heavily on zendesk. Our clients now get instant feedback when they submit a request and we use the Help Center to give them additional resources.

Zendesk helps us help others

Nov 28, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The simple look and feel. It's also very easy to use.

Overall: Our client support department relies heavily on zendesk. Our clients now get instant feedback when they submit a request and we use the Help Center to give them additional resources.

Zendesk helps us help others

Nov 28, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The simple look and feel. It's also very easy to use.

Overall: Our client support department relies heavily on zendesk. Our clients now get instant feedback when they submit a request and we use the Help Center to give them additional resources.

One of the best services of its kind

Nov 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Zendesk is a great service because it makes it so much easier to keep up with the workload every day. It is the great for tracking and managing support tickets, and are always updating and making changes to improve the functionality. The advanced analytics and reporting make everything easier. The cost can be a bit high but it is worth it to keep your business running smoothly everyday. Overall a great product that I would recommend to others.

Best help desk software I've used!

Nov 21, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I worked at a company that used Zendesk as their online help desk software. It was very easy to learn and I picked it up quit quickly.

Just getting started but Love it!

Nov 19, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We just started using ZenDesk and I am so impressed by all that it can do. It is super intuitive and the developers have thought of everything to make your work flow as efficient as possible! So many features. Only draw back is that it take a lot of time and thought to get all those different options set up. Customer service seems excellent.

ZenDesk Review

Nov 17, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: ZenDesk makes it extremely easy to communicate between departments in an organized way. You can easily see which tickets are still opened and solved and our team really enjoys the service.

ZenDesk Equal Zen

Nov 17, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to create tickets, view ticket history, and close them once completed.

Cons: It didn't have everything my company needed for Project Management, and change requests

Overall: Our company used ZenDesk as a ticketing system. It was super user friendly. Searching for older tickets was easy as well.

Recommendations to other buyers: If you need an easy ticketing system, I would highly recommend it.

Allows you to implement a custom workflow and structure.

Nov 17, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Triggers and automations. Built in "macros"= canned responses.

Cons: A bit expensive.

Overall: Zendesk allows you to set up your escalation structure however you'd like. There are groups and tiers, and you can set up triggers to grab incoming tickets and give them to those responsible. You can also mark tickets clearly as "open/pending/on hold/solved." With this and the internal note function, we never need to communicate outside of zendesk on the status of a ticket. We can also track these tickets and our overall success rates using these classifications.

Recommendations to other buyers: The helpcenter is also great to store your FAQs and guides.

Zendesk Review

Nov 16, 2016
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I use the product on a daily basis. There are features I like and do not like. For one, I do not like how the default for comments on tickets is "Internal Note" rather than "Public Reply". I also wish when I hit the Home button it took me to my tickets, not everybody else from my company. But, I do like how you're able to organize your tickets based on any of the different categories (ie Requested Date, Updated Date, etc.).

Quality Service

Nov 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I've used zendesk on both ends and it's very reliable. Easy to use, straightforward, and reliable. We don't use it on the scale of companies managing 1000+ CS issues/tickets a day, but I believe that it would easily scale.

Gets the job done

Nov 16, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Zendesk is a great ticketing system. We use it for tracking internal requests as well as for external clients. We have the basic level, and even at this level, the customization is very robust. The reporting is pretty limited for this level, but this is one of the cases where you get what you pay for, as the higher levels have more reporting. I would recommend Zendesk to small companies looking for a ticketing system.

Zendesk for tech support tracking

Nov 11, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: We use ZenDesk to track technica support calls and interactions. We have it integrated with HubSpot so that customer contacts are automatically tracked in our system. It helps the sales department to keep all customer information in one place and also helps the marketing team write specific content for help articles.

Bring the price down 30-40% and this will be the best platform ever for Customer Support.

Nov 08, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Extensive functionality
Easy of use
Expert Helpdesk

Cons: High pricing.

Overall: The service of Zendesk is simply the most advanced CS platform I've ever seen. Their platform functionalities and the integration level from the perspective of service adaptation to the business units is simply outstanding from other similar platforms. Furthermore, the experience I had with Zendesk Helpdesk people while I was setting up this for my client-company left me with a big respect for them. People over there are simply the experts of their jobs, thus, providing the valuable support at the highest level possible.
I'd say, the only disadvantage with Zendesk and one of the most important aspect is the price. It simply unbearable for the small-sized companies as well as in some cases, for medium companies to afford the increase of the agents and services while the company scales up.

Awesome For Email/Phone Sales and Support

Nov 07, 2016
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We use Zendesk for all of our email and phone communications. Zendesk makes it easy for us to manage our customer relationships and user support queries. Highly recommended.

Awesome Platform for Awesome Support!

Nov 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Smooth design and layout. Everything always works well with no issues. Easy intergration.

Cons: New branding.

Overall: I have used Zendesk for over 5 years. It has always worked flawlessly and has always been a perfect solution to my customer support platform needs. They have an excellent team and are always more than helpful regarding and situation that has arisen.

Recommendations to other buyers: They have a great support team and staff

Very good support solution

Nov 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money

Comments: A very good support solution - user friendly and has lots of capabilities to support your workflows.

Tons of customization to help all types of businesses

Nov 04, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Lots of customization allowing for tickets to cover multiple projects.

Cons: It took some work to understand all of the features and work through setting up each different ticket system.

Overall: Zendesk has been a great tool for us over the last 2 years. They have a ton of customizable features that allow for many uses. It's used across multiple departments seamlessly and integrates well with other platforms like Nutshell. Highly recommended!

Zen as a Service

Nov 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I'm actually on the outskirts of using Zendesk. IT uses it actively, whereas I only use it every now and then when a Marketing request comes through. I love it b/c it's easy to see the request and then update it after I've resolved it.

Happy to recommend zendesk

Nov 03, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: When we looked at Zendesk we had no experience with any help desk software and were not sure what we needed so went with the well known Zendesk solution. We started with a basic ticketing solution and now use the software for our support pages, ticketing and web site chat help area. We are confident that Zendesk will be easily able to grow with our business needs into the foreseeable future and it allows us to keep on top of our customers queries.

Great for customers

Oct 26, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I have only used this from the customer side but absolutely love it! It gets you the help you need quick and conveniently! I would love something like this for my company's service department.

Zendesk helps us quickly track and resolve

Oct 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Comments: We get tickets around the clock and our team has successfully been leveraging Zendesk to help us quickly track inquires, monitor responses and resolve the issues outstanding. The ability to communicate internally and externally on the same thread allows our team to stay organized. The canned responses and access to metrics for reporting are also key.

it was great, just not what we needed

Oct 14, 2016
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: Easy to use

Overall: We needed a software that integrated with our internal CRM, however (for reasons unrelated to Zendesk) we were unable to do that integration. As a result, Zendesk did not meet our needs. However it was easy to use and would have been a great place to build a knowledge base.

zendesk review

Oct 07, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Extremely
Likely

Comments: Simple and beautiful. User Friendly. Simple and beautiful. User Friendly. Simple and beautiful. User Friendly. Simple and beautiful. User Friendly. Simple and beautiful. User Friendly.

Zendesk for our company was a big change

Oct 07, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: My company used Zendesk ticketing system for our customer service deprtment and help desk. It was a big improvment over our old system

LOVE Zendesk!

Oct 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Zendesk is simple and clean. Great for any size business. Great pricing levels. Fantastic support!!!

Software Engineer

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Software developer for over 5 years. Working with mobile and web technologies and working as salesforce for 3 months

Zendesk Review

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Zendesk has been great for integrating into our office infrastructure and workflow. It took awhile to hone in the features we needed the most, but has been very effective since then.

Easy to setup and administer

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support

Comments: I set up Zendesk for my company and it was really easy to create rules and add users. Support was very helpful and quick as well!