Zendesk

Zendesk

4 / 5 1028 reviews

Who Uses This Software?

From dorm room start ups to Fortune 500 companies, over 40,000 customers trust Zendesk with their customer support needs.


Average Ratings

1028 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $1.00/month/user
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Zendesk
  • www.zendesk.com/
  • Founded 2007
  • United States

About Zendesk

Zendesk builds help desk, call center, and live chat software for better customer relationships. People interact with businesses everyday across multiple channels like email, phone, chat, and social media. Zendesk brings all this together in one beautifully simple platform, enabling you to create more meaningful, personal and productive relationships with customers. More than 81,000 companies trust Zendesk to provide better customer experiences in over 150 countries and 40 different languages.


Zendesk Features

  • Blended Call Center
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Reporting/Analytics
  • 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
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 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
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract Management
  • Dashboard
  • Incident Management
  • Problem Management
  • Release Management
  • Self Service Portal
  • Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customization
  • Voice Mail
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

Zendesk Reviews Recently Reviewed!


A good help desk

May 16, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: If you are using the Atlassian suite of products, especially Jiram then it just make sense that you should be using this as well. This helps you organize your support emails automatically with little setup. The history tracking is great as well.

Cons: History tracking is great but can be too verbose. I hope there's a way to delete "some" of the history. Also, we always seem to have a problem with images in emails. They never get automatically attached to JIRA or to a ticket when forwarding emails from it.

Capterra-loader

Evaluated Zendesk for a Help Desk solution and Live Chat

May 15, 2018
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: Zendesk is quite simple actually. It is simple and easy to use. Robust ticketing, live chat customer service, multi language

Cons: I would like to get the prospect's email address somehow, Now the company information is captured but not the email of the prospect

Overall: Customer service

Capterra-loader

something simple and easy to manage your emails in the AP.

May 14, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: very complete tool, easy to use, quick to adapt to your system, able to organize and manage the emails that may come from your AP.

Cons: It takes a long time to answer and send mail, often it does not arrive on time and that can be a bit annoying.

Overall: It organizes me and offers the ability to show and send information through emails.

ZenDesk is one of the good CRM in list that i have used.

May 13, 2018
4/5
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: It is a good cloud based CRM tool with simplified functionalities and options, easy to navigate through, it's ability to search a ticket by contact, user or subject and merge those tickets into one are much appreciated. it provides ability to mass select and close the tickets at a time.you can close them all at once when the issue is resolved or if you have an update. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros.

Cons: Certainly ZenDesk is not the best among category also they continue to make changes without telling you, functionality disappears and they have always lacked some key metrics for reporting. Sometimes the app loses the link. I have to Sign Out & log back in.

It¿s kind of complicated to use

May 12, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It helps us stay on top of our inbound customer service. We like that you can manage both email and twitter.

Cons: It¿s a little hard to find things or get around, and if¿s not that clear how some features work. It could be improved. Pricing is also the most expensive out there.

Manager user handling client support requests

May 11, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: I like the ability to create different work queues, based on the fluctuations of types of requests. I love the reporting and how easy it is to monitor productivity on the team. I love that we've been able to integrate our Help resources which makes the support solution easier to find and share with clients. I like the macro option for email templates.

Cons: It took me longer than I'd have liked to learn the functionality of the system, but once I understood, it was easier to navigate. Based on my usage, I don't really have any "cons" to using Zendesk.

Effective Ticket Management Tool

May 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: I used this tool for management of ticketing and helpdesk operations for a medium-sized consulting company. When we onboarded the software was great and has a very effective ticket system.

Cons: After implementation, we started struggling with support from their team. Some of it is what you pay for, but other is poor follow-up. The software barely breaks down once configured, so not a huge deal, but you need help when you need help!

Reliable system for customer support tickets

May 11, 2018
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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Pros: Zendesk is a the most comprehensive system for tracking, prioritizing and solving customer support tickets for the best customer experiences.

Cons: I wish they had more customization as sometimes we need to fine tune some elements for our custom operations, hope they can fix this sooner or later.

Overall: Excellent support system for teams or any project!

Usability

May 11, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This software gives you the ability to to make a user friendly experience for your partners, customers and coworkers

Cons: There are many features to use and customize. At times that can seem quite overwhelming as to where to start

I have used this program for conference websites

May 11, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I like the ability to instantly address customer concerns that may have otherwise prevented an immediate purchase decision.

Cons: At times it is somewhat difficult to adjust the settings of the widget so that it appears as online or offline.

I have used Zendesk on my conference website.

May 11, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I value the ability to instantly communicate with my conference attendees and take their questions. I am able to handle concerns instantly that would otherwise delay registration.

Cons: I have had trouble with the settings for the chat widget. At times it appears and at time it doesn't.

Awesome service management tool

May 11, 2018
4/5
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: It is very clean and tidy. Easy to use and serves the purpose. I would really like to recommend Zendesk for every enterprise. It is a cloud based!

Cons: I am not seeing any Cons for this software.
I am not seeing any Cons for this software.
I am not seeing any Cons for this software.

A very effective CRM Solution

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The real-time multi-channel customer support utility using this tool makes it one of the best CRM tools which I have ever used. I used to manage telecom, email, chat & social media campaigns using this tool, via my laptop and smartphone too. It is an efficient tool to improve the Customer Support Operations.

Cons: I didn't like the mess which used to be there after a point of time in emails & repeat tickets due to unresolved issues. I had to put in extra efforts to get things right, whereas if there was some sort of automation to reflect multiple tickets or communication from one single customer by default, then it will make the life of a user/administrator easy!

Good features and helpful overall

May 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: We found it very simple to respond to tickets submitted. Tagging tickets to clump them together is also something we found to be a great feature.

Cons: The mobile functionality is limited and not easy to deploy. We have seen pretty good response from customer support teams, but would like to see this improve

Overall: Ticketing, helpdesk, issue resolution

Capterra-loader

Easy way to track, maintain, follow up on, IT HelpDesk issues

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Having a robust solution to track all issues from birth all the way to resolution. The ease of use of the platform was what I liked best.

Cons: ZenDesk is so big that it becomes hard to feel like your individual companies' issues or customizations needed are anything close to a priority

Overall: The ability to track any and all issues opened by customers in 1 easy to use platform

Tried it and failed

May 10, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: It seems to have a lot of cool features available for tracking web traffic and automating responses with clients

Cons: The customer service team had no idea how to help me implement this on my site. When I chatted with them on their own system they didn't seem to know how to help me. Very poorly informed staff.

Good tool for interfacing with customers

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: It is easy to use and keeps our clients and team members informed and up-to-date on client-related communications.

Cons: I wish it had the ability to set out of office responses that then directed open tickets to other team members. Sometimes tickets get lost in queues because ticket types are incorrectly set and so reminders of who it went to or what teams would be helpful.

easy to use - allows for collaboration with others

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I liked the "notes" feature the most - it allows you to add notes/comments to an item, and allows for other users to see and comment as well. The simplicity of the tool made it very user friendly as well.

Cons: It's hard to identify something that I least liked from the software - as I used it in such a limited capacity (email tracking for support) - however, with that usage purpose in mind, I wish we could have prioritized items, and filtered by that prioritization

Top in the business for a reason

May 10, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: A really easy system to use. It makes the experience great for both sides of an issue. Would recommend!

Cons: Cost could be better. It is hard to justify it to all clients. I wish I could but it doesn't really work out.

Capterra-loader

I think Zendesk is great support software.

May 10, 2018
5/5
Overall
5 / 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 like that zen desk offer different reports and functionalities with a great looking interface. I also like the fact that you can have a chat widget on your website for free. It is a great way to allow clients submit support tickets and more.

Cons: Competitors offer better prices. I also didn't like that fact that you need to upgrade in order to receive more functionalities even if your team size stays the same. So if you are a small business but want more functionalities it can be very expensive.

Everyday tool: Zendesk

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's very easy-to-use tool with tones of free great apps. By far, it has great usability. Also analytical tools are great.

Cons: Costs are bit problem. If you have large number of teams, costs are becoming high. Also form development is a bit hard.

Very good software as for customer support

May 10, 2018
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: It has been used one of my vendor and he is very happy from the day he has purchased this software.No communication gap value of money.Easy to use. complete automated software.

Cons: Now customers put up their questions on social media also so it should be connected with social media also.Once any costumer inbox to company it should be converted in to ticket.

Easy to setup and a great platform for customer service teams!

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy setup and easy to use software. Customer service is great in helping you onboard and setting up your dashboard. Features are very helpful when dealing with inbound customer inquiries.

Cons: There have been times where the software doesn't react as quickly as I would like it to. Dealing with a large volume of tickets requires a fast and responsive interface.

The best ticketing system i've ever used

May 09, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: ZenDesk is amazing peas of software which help businesses to communicate with their customers in a whole new way! With an intuitive UX and a lot of features, you can set up your goals, SLAs and business triggers/actions in no time. There are no questions at all. Everything is right there where you expect it! I love this application and for sure will recommend it to my future customers

Cons: The only thing I have a recommendation is to review the pricing. Some of our customers are with thinner budgets and they are searching for alternatives, which makes my business life harder (i need to learn new software)

Capterra-loader

excellent tool, very useful.

May 09, 2018
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 tool is easy to learn and does not require special technological skills. It provides a platform to build efficiency and responsibility quickly within a department. This has been an extremely effective tool for managing the high volume of emails that arrive, specifically for AP. Functions such as "Views" and "Reports" are excellent tools to control current tickets. The built-in spell checker is, in fact, a lifesave, You can easily track the previous ticket history in case you need to refer to a previous problem, you can combine tickets so you can know what to look for and to focus more on creating an answer, We have the macros configured to mark the tickets as spam, deliver them to another team, etc. I have more time to think about my answers and manage our inflow.

Cons: They could benefit greatly from additional email options and customizations, as well as solving some "bug" problems, since some of the features may be somewhat vague. Also, they need to improve notification to personal email because we do not have all of them and, sometimes, I can not see the customer's response on time.

Overall: Thanks to Zendesk, now everything is optimized and well organized, we can offer more productive and professional services to our customers.

Happy Customer!

May 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I haven't been using Zendesk for long as I have a relatively new company but I have truly enjoyed my experience. It is very user-friendly and simple to navigate.

Cons: I have never contacted customer service or support but Zendesk is extremely easy to use. I have nothing bad to say about it at all.

Capterra-loader

A good support desk software

May 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The ability to access all support email in one location along with the ability to keep tabs on client feedback, prevent duplicate responses by being able to see if another person is in an email, and ability to keep track of the timeliness of response.

Cons: For what it does, there are a lot of other options that offer as much functionality with a lower price point.

Overall: A centralized location for client support along with a professional support center.

Zendesk..excellent ticketing system

May 09, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Comments: Overall the easiset we¿ve dealt with. Steep pricing is worth it at the end.

Pros: Ease of use, creation and tracking of tickets. Bility to create teams and have clientes receive emails automaticaaly saves time and confusion.

Cons: Price jumps are steep for little-added features. Also, reporting tools are weak, so most client reports have to be done by hand. Another con is the ¿play¿ button for ticketing is not intuitive.

Capterra-loader

One of the best chat for our websites.

May 08, 2018
5/5
Overall
4 / 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: Zendesk is a great tool not only allows contact with customers through chat but also we can see what products or services you are interested in and helps us to perform an analysis on our website. The interface is great and offers many features.

Cons: I really do not have anything against, I like this tool I think the price can be a bit expensive but its functions are worth it.

Overall: Great tool to provide support to customers, it adapts to any type of business, even the free version is very good.

ZenDesk - Good Help Desk and Support Tickets

May 08, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Overall, this is a nice HelpDesk. There are HelpDesks that are not branded, and are easier to use.

Pros: Fairly easy to use for the laymen Very affordable options Scalable depending on the size of your organization Knowledge Base for the user to possibly avoid putting a ticket it because they found an answer in the Knowledge Base Easy Ticket Managment

Cons: Knowledge Base is time consuming to fill up For the laymen can be a daunting experience for the learning curve

Great tool for support ticket tracking

May 08, 2018
4/5
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: - Very easy to keep track of support tickets submitted by customers.
- Powerful and comprehensive reporting features.

Cons: - The pricing can be really expensive depending on your business size.
- The UI lacks ways of white labelling the layout to match your applications.

Great support desk software

May 08, 2018
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: Extremely user-friendly and intuitive to use, great customer support, easy workflow-enabling processes built into the app, easy configuration and implementation

Cons: Tough to figure out where to find documentation and the various power-user functionality that comes with Zendesk

Capterra-loader

Zendesk is, in my opinion, the best support desk out there.

May 08, 2018
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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Pros: Zendesk does what you need for a support software. It manages tickets and fully integrates into CRMs, live chat, time tracking, and other systems that are essential for customer support.

Cons: It is a little pricey as you grow a big support team. Other than that, I have no complaints - a fantastic piece of software.

Overall: Zendesk is a fantastic customer support system - can't say anything else.

One of the best ways to interact with customers

May 08, 2018
5/5
Overall
5 / 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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Pros: Zendesk was our number one (and still is) choice for implementing a chat on various websites that we managed for our clients. The functions are elaborative, they display various metrics about the person you are adressing and will program several responses as well. It's simple and very easy to use.

Cons: I would love to see further integration with other platforms perhaps, such as social media and CRM software.

User Friendly Tool for Small or Medium Businesses

May 08, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy to upload content and images with formatting that is pretty initiative and easy to organize by category or content type. Also, integrates with most systems.

Cons: Could have more features that allow for customization, most features are pretty basic, so depending on your needs, might need a most heavy duty option.

Capterra-loader

This is the best customer email support tool out there

May 07, 2018
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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Pros: Zendesk allows our support team to quickly reply to our customers, track our communications and escalate issues to our engineering team.

Cons: The system is powerful, but not as customizable as we'd like for our various team members. Also, the help center templates they provide can sometimes have formatting issues.

Overall: Zendesk allows us to professional communicate with our customer base, provide a help center of support articles, escalate issues to our engineering team via their Jira integration and improve our customers' experience through Zendesk's reports and analytics.

Well organized software that seems to be created for many industries to use

May 07, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to learn and seems to never have any downtime. Zendesk fits any company small, medium or large

Cons: Perhaps the company might expand into adding features to the customer service platform. When someone uses the service offer some other features to compliment

Handy, supportive, good user interface

May 07, 2018
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: I like that all your queries and customer support questions are compiled and kept in one organized convenient interface which is also easy to use

Cons: What i dont like is sometimes how delayed the customer service can actually be in terms of getting a reply back to you, other than that i recommend this product

ok customer service portal

May 07, 2018
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Gave us the ability to track the productivity of each of our customer support reps on an hourly basis

Cons: Unfriendly user interface in both the administrative side of things but more importantly to our customers who did not like the style of email responses.

Good CRM

May 07, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The best feature this offers is the chat support, which is very helpful if you don't want to have agents just answering phone calls - specially if the call volume isn't heavy enough to keep them busy. The chat feature Zendesk offers is quite stable and easy to setup according to your project/business needs.

Cons: From a manager's perspective, for customers it feels great but on the agent's end it lacks tools in order to make the conversation flow more smoothly.

Overall: We didn't found anything that nobody else offers, so we didn't keep it for too long with us.

Zendesk works from within Microsoft Teams, which is critical to our business

May 07, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like that support tickets can be tracked from within Microsoft Teams, with no need to open the software in a new window. You can get notifications from within a teams channel.

Cons: to take advantage of all of it's functions, you have to pay for a license and this can be costly depending on how many users you have.

Capterra-loader

Good ticketing system

May 07, 2018
4/5
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: Many integration options, nice user interface with intuitive navigation. The easy to operate and convenient ticketing system helps us to improve our customer service

Cons: Price is pretty high, most great features are available just in the high priced plans. Do not like their customer support, you should look for most answers on the peer support forum.

Overall: Zendesk platform allows us to manage tickets from customers

I use AIMS Zendesk often. It is extremely beneficial for this feature to be provided to our company.

May 07, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I appreciate that when I am looking for a specific topic to review Zendesk suggests other topics that are related to your search topic.

To submit a request to our customer service reps is very easy through AIMS Zendesk. I have also found much value in the "my activities" tab that holds archived requests from previous customer service interactions.

Cons: The search engine could have opportunities for improvement. In my experience you are required to search for items on the support portal by the exact phrase and spelling. If you are having trouble remembering what exactly you are looking for then searching can be quite challenging.

Very useful tool for companies who experience a lot of customer inquires

May 07, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use and update. Endless possibilities for help questions and categories. Great that there is a search function.

Cons: Definitely need to put a plan in place with your team to avoid duplicate efforts and questions and to keep the data clean.

Basic ticket system and not user friendly

May 07, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: It is a very basic help desk, ticketing system. It does allow assignment of users to tickets and keeps track of updates.

Cons: It has very limited search capability. No sorting once you have tickets pulled up. An upgrade about a year ago removed the date/time stamp that was specific. Now it is "a month ago" instead of date and time stamp. When you are using it for help desk tickets the exact date and time is critical. I would not recommend this system.

Zendesk

May 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I used Zendesk to create a knowledge base of professional development materials for my faculty. In a short period of time, I have seen these resources easily and regularly accessed by my faculty. The easy to use search bar allows faculty to identify needed helps by keyword, and i know that as i update resources I only need to worry about updating in one location.

Cons: At this point I haven't been able to identify very many cons - it has met my needs of creating just-in-time resources for my faculty, and they have only provided positive feedback! Creating the resources on the backend has been a positive experience from my viewpoint as well.

Zendesk

May 07, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 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 great application, definetely something to consider. It looks beautifull and everything works perfectly like it's supposed to do

Cons: I've had a few cases where i had to make the same complaint multiple times, before customer support responded to me

Simple but effective customer support solution

May 07, 2018
4/5
Overall
4 / 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: Quite simple to use and implement. Each area of the product is quite differentiated from the others, so you can quickly understand the functionality limitations. This software is one of the best options for companies which need a first approach to manage customer issues and offer transparency to them via tracking capabilities.

Cons: In some cases, I miss more capabilities in the reporting area. For the moment is quite basic and from my point of view it needs to be improved.

ZenDesk is far and away the best solution for customer service for ANY size company.

May 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This customer service platform integrates with just about any of the popular ecommerce platforms making the setup extremely easy. The ability to upload and host help docs saves the customer service team HOURS a week.

Cons: The support agent portal UI is fairly confusing . I understand there's a ton of capabilities but it becomes more of a hassle to setup any auto-reponders, or filters than just manually completing tasks like these.

Overall: Streamlined the customer service activities.

Quite good customer care with little glitches

May 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It has many pros but the biggest leverage is the automation. Using this functionality (triggers, automated tasks etc.) will let you respond faster to customers' need. The other stunning area of data analyse and visualization. Tremendous insights can assure you can measure anything related to your customers' care what you would like to.

Cons: There are some limitation which are not upgraded even asked by its users for ages. Although improving of Zendesk is continous, so you can bet that you will not stuck to a once-good-but-now-obsolate customer handling system.

It is good software as for as customer support

May 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best thing about this your email converted in to ticket in from support.Once ticket created it will closed when problem of customer resolved.

Cons: I think it should login with Gmail ,Facebook also.Most the latest software.It create comfortable when any software sign up with google and Facebook.

Great Helpdesk with Integrations

May 05, 2018
4/5
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: Lot's of integrations in to CRMs, Live Chats, other Helpdesks etc, strong APIs, White label ability, FAQ / Tech Guide for customers which is a plus.

Cons: The pricing has different levels for different features however the Elite Enterprise package costs stupidly expensive.

Overall: We setup a helpdesk software using one of the tower-tier plans.

Being able to communicate with a customer is a great feature of Zendesk.

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I like that I am able to communicate with a customer no matter where I am located. This will keep me in touch with my team and I can get things done, when I am not available.

Cons: I do not like that the price point plans are rated as they are. I think that the price points should include a little more features for the money that we pay.

Capterra-loader

Our choice for customer relationship

May 04, 2018
5/5
Overall
5 / 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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Pros: We use Zendesk on a daily basis and it's great because it enables us to keep track of all our communication (live chat and ticket system) with our customers.

Cons: Could offer more integrations with external applications (maybe APIs) which could improve our workflow.

Quick to learn and easy to customize

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I have enjoyed using Zendesk because of the ease of use. There was little to know learning curve, as all options are clearly articulated. The ability to customize was also wonderful, so the website fit the company perfectly.

Cons: I have used Zendesk as a company information collaborative, where current employees can view policies, updates, activities, etc. For this purpose, it worked perfectly.

Relatively quick responses

May 04, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I can find what I need. I found that finding topics have been easy to do. Our company received info.

Cons: My response time has not been quick. Email and support was not as useful as I would have liked it to be.

Good Experience. Fast Response.

May 04, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Zendesk is a great tool to add to your business and resolve clients issues. Growing business need to address clients concerns and Zendesk helps on that. It keeps tracks of the tickets created, provides great charts and statistics, overall is a great tool to manage concerns and one you can count on.

Cons: Zendesk sometimes makes it hard to keep records of account. It's great for tickets, but in my personal experience, it doesn't keep enough track users account, only of the problem or ticket it sends in. I've tried over tools that do, which now Zendesk is lacking.

Overall: You get a great ticketing tool, manage to keep a great track of a client's single request and get back to him as soon as possible. Issues with Zendesk have been minimum and resolved in a rapid manner.

Capterra-loader

Zendesk has been integral to our Support Team being well-connected and agile.

May 04, 2018
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 has proven itself a super powerful tool in our world. It is the backbone of our support operations, because it allows for a distribution of support tasks amongst our support staff. Zendesk is totally auditable, so you can see what individual support staff have done on an individual ticket, and can also be plugged into data analysis tools so that you can get a bigger picture idea.

It's solid software, through-and-through.

Cons: It would be awesome if individual users could change around the colour and theme of the software. It's a pretty niche ask... because it's tough to think of things that aren't great about Zendesk! Once you get cracking with it, it's an immensely powerful and easy-to-use tool.

Overall: Our Support Team is well-connected and agile!

A great customer support tool.

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: There is a reason a large number of major product companies are using Zendesk - it's easy. You can plug and play rather quickly, it sorts your history of customer issues, allows you to tag support tickets with specific labels, and provides detailed metrics regarding response time and satisfaction.

Cons: Zendesk is difficult to customize or match to your company's branding. There is an ability to custom code your own site, but it still holds a general Zendesk style. That also requires someone who can code changes to make it your own.

I used Zendesk at my previous role and loved it.

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I loved the layout of Zendesk and how easy and clear it was to use. At my previous job, it was our primary way to communicate with customers, so I used it all day.

Cons: I wish Zendesk had been better about duplicating repeat requests from customers. This is a common customer service issue, and so far, I've never seen it successfully done with any other software.

Capterra-loader

Best Help desk Ticketing system we have used

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The best parts of this product has been:

- Ease of use - Very easy to get setup and working
- Low monthly cost - starting at $25 an agent
- Totally Cloud hosted - Nothing to host onpremise
- Lots of integrations - Too many to list
- Simple config - Very easy to setup and create the workflow you need
- Ease of customization - Very customizable for your support and ticketing needs.
- Branding - Grey label branding, can brand most items.

Cons: I honestly cant think of anything to say that is bad overall. It be nice if workflow/approval process was built into it, but that is able to be added as an add-on.

Overall: Increased productivity and better handling of client support issue and needs.

Capterra-loader

Great ticketing and customer relations platform

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Zendesk is very well rounded and includes all the features most companies would need in a ticketing system.

Cons: The cost of the software can get high based in the plans\features you want to use. Smaller business might be turned off by the cost.

User ZenDesk to manage IT helpdesk

May 04, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money

Pros: Full featured and made running our IT Helpdesk easy. Great integrations and the ability to setup reports and do live chat saved my help-desk a lot of time. Overall a very solid ticket sytem.

Cons: Zenddesk is expensive. I ended up using osTicket which is an opensource ticketsytem. I went from $20 a user to $0 / user. I host my osTicket in amazon for ~$10 / month with unlimited users.

Overall: it was easy and full featured but expensive

Gets the support job done

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk is always there for us when we need it. It's reliable and the macros definitely save us time.

Cons: I wish it was faster and a little more modern in it's approach. Feels like software that was designed in 2001. Could do more with AI and automation in general to steamline processes.

A lot to digest

May 04, 2018
4/5
Overall
3 / 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: Great tracking ability, reporting and data storage. Provide great mobile support as they can be used on Android, iPhone/iPad, and Blackberry devices.

Cons: Some versions are very difficult to complete the requests. Multiple drop downs that cause confusion when sending.

Capterra-loader

Zendesk is a great way to answer customer questions in a timely manner

May 04, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Zendesk is great to use for instant chats and to answer customer questions quickly. I enjoyed the customer service Zendesk provided. Their support staff was always friendly and willing to help.

Cons: I did not enjoy having to customize reports to pull specific information for each agent. I can say that everything else with Zendesk was great, we just weren't able to customize the reports as easily as we would've like to be able to.

Great user experience

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Most of my service providers are using it, so I can have a good control over my tickets and status!

Cons: I can't think about something really bad, the only thing I'm not crazy about it is the interface, it could be more intuitive, but it depends on your provider's configuration.

Capterra-loader

I use Zendesk for my company, it's the best customer service solution out there.

May 04, 2018
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 the ease of setup - just include a few lines in my website and it goes. I also like that it can be integrated with other software, such as AI agents.

Cons: The learning curve for me has been steep. I don't always have time to manage the Zendesk account so I am investigating a service that uses AI to answer immediately.

Capterra-loader

Awesome platform to manage customer support tickets

May 03, 2018
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 use Zendesk all the time. It is a great tool to improve customer support services. I like that it stores all information about customers' requests from different channels in one place. It also allows you to work on multiple tickets at the same time which is very convenient.

Cons: Some notifications arrive with latency, pricing options are not very flexible and could be pricey for small companies.

Overall: Customer support service

One of the best softwares out there to handle customer support on behalf of companies that cant impl

May 03, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is intuitive and has a good user experience that makes everything easier to find which works well for users such as myself

Cons: As the service scales it becomes difficult to manage to some degree and requires support and supervision

Support ticket management at its best

May 03, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The organizational features to handle your support tickets are second to none and can't be beat. Easy to use features for employees to easily submit tickets different ways.

Cons: The amount of emails automatically generated can be a bit overwhelming at times, and we haven't figure out how to control those.
The price is also hefty.

Ideal Helpdesk Application

May 03, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: What I appreciate most in Zendesk is the live chat option, that is unique when compared to other helpdesk systems. The user interface is neat and friendly and the cost is affordable

Cons: It is impossible to customize reports from the UI front end. You need to manipulate the back end services for this, requiring the services of an expert

Not user-friendly and customer service is not always exceptional

May 02, 2018
2/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Pros: I don't like much about Zendesk. But I do like what it sets out to do in trying to improve the relationship with service providers and customers.

Cons: I often get complaints from users that the software is clunky and that it's user interface is difficult to navigate.

Very popular option on the market.

May 02, 2018
4/5
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: I liked the integration options. Was good reliable for ticket management. If all you need is basic functionality, great option.

Cons: Can get very costly if you are looking for certain features. Anything beyond the basic comes at a price.

Best Chat - ticketing service

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The live chat option inside of Zendesk makes it easy for us to manage the conversations with our paying customers.
Out or hours set up, allows us to plug in our working hours

Cons: More levels of admin access can be quite restraining
Doesn't have user friendly app
Reporting part is a bit slow

Capterra-loader

Zendesk helps me to orientate and organize a good helpdesk.

Apr 30, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Zendesk gives me a good overview for the tickets. Also the option to include social media is very nice. The integration of ITIL is good for a growing company.

Cons: The best features of zendesk are coming with an higer price tag. So u have to see it as an investment.

Capterra-loader

Huge cloud based support software

Apr 30, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like that I can email my clients and organise tickets easily. It's easier to arrange on urgent level and also I can check my performance on monthly basis (or any other period). The app works awesome, enabling me to start early when i'm commuting or after work if I still needed to finish that last email

Cons: I don't like that the software gets really slow sometimes. It takes a lot of time to reload. Also the tags aren't really functional. We want tags to be usable in statistics, but it's not as good as we expected.

Capterra-loader

Great tool to keep all your tickets support in one place with their Support tool

Apr 29, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: This tool works as a great ticket management system. You can link an e-mail address that you set as your support address and any e-mail received will automatically generate a support ticket on it. From there, the support team can either reply straight away or assign the ticket to any other member team that would be able to reply to it.
Tickets can be marked in the platform as Open, which is the status that they will automatically have when a new message is received; as Pending, when you post a reply to it or acknowledge it; or as Closed when the ticket is resolved.
The platform also provides statistics on how your support team is performing so that you can see reports based on the average first reply time, or the satisfaction rating from users.

Cons: If you're trying to integrate the platform using a form on your website, some of the fields you need might be hard to set up. This feature is useful to have in order to trigger automated replies based on frequently asked questions from customers.

Great way to track service

Apr 27, 2018
4/5
Overall
5 / 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: Good way to track service items internally and with customers. Lots of features and clean look for the agent interface

Cons: tough to understand from the end user interface. sometimes hard to search for tickets and info as a whole.

Overall: Great way to track service and work. Easy for use with internal or customers or both.

ZenDesk has a good combination of tools for user ticketing system needs.

Apr 27, 2018
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: One of the most I like about ZenDesk, is the ability to communicate with my client and updating/following up with them from one platform.

Cons: Just because ZenDesk has variety of options, it takes you few hours to get to know it and navigate your options.

Amazed and Loving being helped

Apr 25, 2018
4/5
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: I love how easy it is to get tech help . The set up helps me be clear , so the tech dept can help me.

Cons: I think it could use more template options. I tend to have the same three issues. Why do I need to write them out each time?

This product is a huge help in helping us provide excellent support.

Apr 25, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: I love that there is an app, so I can keep up with my support duties even when on the go.

I like being able to report on tickets based on the client to see who needs the most support. This helps us know how we might improve our training.

Being able to set our own Types is very helpful. Generic types just wouldn't do us much good.

You can create macros for those tickets that can be answered with a standard email.

Also, we have it set to respond to the client after a certain number of days if the ticket is pending. That prompts the client to reply and keeps us from having to wade through pending tickets manually and email the client.

There is a lot more than I can learn about using the product which is also a plus!

I have never used the help feature myself, so I cannot really rate that. My coworker has been pleased, though.

Cons: I wish I could set a reminder for tickets that I have claimed, but for which I need to do some more research in order to answer. I'm going to investigate and see if that option already exists and I just haven't found it. I can look trough my tickets but I would really like to set a date/time reminder inside ZenDesk.

I love using this to help our customers

Apr 25, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Pros: It is easy to answer questions that stores ask our corporate headquarters and easy to pass on to another team if I am unable to answer.

Cons: It sometimes does not let me mark a ticket as solved on the first try. I have to minimize the ticket, reopen, and then mark as solved.

Strong customer support platform with a lot of integrations

Apr 24, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Becuase Zendesk has so many integrations it makes it relatively easy to get all communication in one place from email to phone to social.

Cons: Onboarding new users is a challenge because it requires learning an additional system on top of whatever traditional system you may have been using.

Good ticket management with solid integration options

Apr 23, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: The company I work for finds this software helpful for our marketing help desk. There is a ticket option so we can prioritize projects. Customer service has always been helpful. I also like how I can add tags to tickets.

Cons: I know that the price is high. The notifications can also be a bit finicky. Also would like to see the software improve/update on mobile.

Great for jira integration

Apr 20, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Probably one of the most reliable help desk tool that provides integration to jira. Great combo to have with on getting support for clients.

Cons: Not sure if this is a zendesk issue but sometimes, email attachments does not attach to jira tickets or it attaches the wrong files.

Zendesk is easy to use software but is a bit costlier than other similar tools.

Apr 20, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: - easy to use
- views can be created easily
- precise searchability
- free apps available in market place is simple to use
- tagging feature is awful

Cons: - Lots of limitations in community
- customised report generation is complex
- improvement required in zendesk customer support
- automation is not very precise.

ZenDesk is simple and powerful CS software

Apr 20, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It was my pleasure to work with ZenDesk software. I even help them to translate to Bulgarian version. One of the most important thing for customer service software is the ability to searching and finding information for the person you are serving at the time of communication. It is crucial when this communication is over the phone. Thanks to their outstanding UX support agents are capable to find everything related with the person in no time. Integrations with 3rd party apps are essential but not so important. The thing is WHY these apps are paid? WHY? Why I need to move to the upper level of my subscription to use a specific integration. There is no sense.

Cons: The main reason I switch to alternative was the fact that ZenDesk is unable to deliver visual automation process which will help me and my team to scale our support center.

Needed this for my client's service desk. It worked well

Apr 20, 2018
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 interface that was easy to use and navigate. Not too much to get wrong, easy to configure and get up and running.

Cons: Was a bit more expensive than JIRA Service Desk. Seemed dated and didn't have all the features of other SD programs like FootPrints.

You are able to make simple help desk ticket system without needing too much expertise in coding.

Apr 19, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is easy and straightforward to use. It allows for customization. And the end-user interface looks fresh, and is easy to use.

It is also relatively cheap, though once you need a bit more functionality, it can get prices

Cons: Though it is relatively cheap, once you need a bit more functionality, it can get pricey.

It would be much better if it had a pay by what you use structure.

Great ticket management

Apr 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: We use Zendesk to manager tickets sent in by our customers. It is a super sleek system and was easy to integrate with a few of our other products. Their support was awesome at helping us with out questions.

Cons: The lack a bit of transparency when they make changes and you have to learn to tell with them. Would be nice to get more insight on what updates and changes are coming.

Clients and supporting in one place

Apr 18, 2018
4/5
Overall
5 / 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: The idea of assignment of every ticket to the certain programmer is brilliant and I like it! Not every help-desk software can suggest it. No confusion, no misunderstanding, that one who took a card now responsible for that. This type of desk is suitable for any type of working with programmers that your company have, whether you have your own code-players or you work with freelancers does not matter. The possibility to establish communication between customers and support team is also quite great.

Cons: Actually, I had one little problem while using the trial period of this system. Maybe it was just an accident or something like this, but tickets that I used to create did not appear at once after putting the button. However, after purchasing I did not meet with this anymore.

one of the best ticketing systems

Apr 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Zendesk is easy to set up and configure, it is known for its quality. I love that we can easily get insight into who has been responded to and who is on waiting.

Cons: It is expensive, especially the add-ons like Chat and Talk. The search could do with some fine-tuning, otherwise no real complaints thanks.

Great solution for everyone

Apr 17, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk is easy to use and it helps to save time when solving customer tickets, because it has a good location that is easy to move inside. Zendesk is well suited for any company who has more than one person in support team. I highly recommend Zendesk to other clients as well.

Cons: Zendesk does not particularly like anything, maybe just one thing: I would like to be able to insert an image, and not attach it. This makes it easier for customers to view screenshots.

The best helpdesk software

Apr 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Great for implementing tracking and controls over helpdesk tickets at any size company. Very flexible.

Cons: Expensive and some features are difficult to implement. I didn't like the mobile app, because it wa slacking functionality.

Create a customer support portal with ease

Apr 17, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: How it's all cloud based - nothing to install. Even works on your phone. Always on, and clients love it too

Cons: A few steps required to set it up correctly. Perhaps needs better waymarking of steps required to onboard correctly.

ZenDesk has been a great asset here and elsewhere.

Apr 16, 2018
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 the ability of the product to receive a forwarded email from a specific user/mailbox and create tickets out of it. I give my user a simple email address "help@...." and they can create their own tickets. The management of tickets is super simple which makes it work efficiently.

Cons: I wish you could change the statuses to custom names besides "open, pending,...etc" - would like some options for "awaiting approval" or "awaiting funding" or something similar.

Overall: Ease of tracking of helpdesk tickets.

Capterra-loader

really helpful

Apr 16, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Nice platform for help/customer support helping us communicating with many platforms.
Works great and help tracking issue as a help communication tool

Cons: Had to sign up / create an account multiple times for no reason when asked to follow a conversation with one of our provider.

Overall: better communication with customers/partners

We use this software for communicating between our departments in the studio.

Apr 14, 2018
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: It's a great platform to communicate and for live chat, easy to use and fun. It's highly recommended for all kinds of businesses, especially when someone is in a remote location. Me and my team are very happy and satisfied to use it, and communicate with our contributors and clients.

Cons: Sometimes the data can be overloaded especially if you type fast and this can cause the screen to freeze but that doesn't happen frequently, it has to do also with the signal and network preferences.

Overall: To communicate with our partners, contributors and clients across the studio and remote locations.

We use this for support request with our website partner

Apr 13, 2018
4/5
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: I like that we can reference old requests and can see all support request from all users that had submitted tickets for assistance all in one central place.

Cons: Zendesk can be hard to learn and the workflow is not the best. we don't use all the features so not able to comment further.