Who Uses This Software?

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


Average Ratings

716 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 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

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center
  • 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
  • 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
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • 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!


Best feature for us was its ticket system, something that not all helpdesk solutions offer.

Feb 16, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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Pros: Zendesk Support lets tickets be raised via the usual array of sources: chat, email, in-app support, social networking websites, telephone, and the web.

Cons: Potentially high price tag. Best features only available at higher pricing tiers. Lacks enterprise features such as change and asset management

We've been using Zendesk for our customer support requirements, overall, excellent experience.

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Very intuitive to use and set up, our customer base is very complimentary of our support solution. Provides a great user interface and an important interface to our customers who require support. Easily customizable to our requirements.

Cons: The initial administration log-in can be confusing if you're not familiar with the software.

Overall: Provides a great cloud-based solution to support our customer base.

Great software with powerful features that can be difficult to use

Feb 15, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Works great and is constantly being expanded on. Nearly any feature you can think of their is a way to support.

Cons: While zendesk is well know there are small things that cant be done simply and require complicated/backwards solutions

Great ticket management program

Feb 15, 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: 6.0/10 Not
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Pros: It's anything but difficult to compose and answer tickets in the framework. A decent area that is anything but difficult to move inside. There is a ton of help that is effortlessly accessible in the event that you require help with anything in your record. It likewise can add certain labels to tickets and I can see all tickets that have labels .

Cons: issues our organization does not see, there is some sort of wants to enhance the versatile adaptation.

Capterra-loader

Zendesk is our support platform, for all tickets handling

Feb 15, 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: Support tickets handling is great! very intuitive, lots of automatons, managing the agents (support engineers) is easy and overall performance is amazing

Cons: Reporting, Zendesk application is having very limited internal reports and trying to get more data needs an api calls

Overall: Handle all of our Support team needs

Zendesk is the best ticketing software i have used so far.

Feb 14, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Updating tickets is very user friendly and you can also build reports based on datas. Chat interfaces with customers is a huge thing as well. Easy to navigate interfaces.

Cons: It took a while for me to get used with Zendesk but once you get it, this software is very powerful. It took a while for me to get used with Zendesk but once you get it, this software is very powerful.

Capterra-loader

Great but a bit pricey and there's always a few features that would be nice to have

Feb 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of use and the powerful trigger tool. The macro builder, external app connectors and custom fields makes for a customisable experience.

Cons: The triggers can't trigger on just anything. Sometimes a trigger to trigger a trigger needs building.

Overall: It has made our support much easier and faster.

Simple and efficient ticketing service

Feb 14, 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: 7.0/10 Not
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Pros: Ticketing system for customers concerns
Tracking of the tickets / projects
Easily set up to social platforms

Cons: Notifications of actions are a bit confusing
Mobile version needs some improvement to be as useful as the browser service

Makes communication easy.

Feb 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Makes communicating with internal teams and external teams organized, plus automates some workload. They have a great support team as well.

Cons: For the triggers and automations you can use, it seems like there are a few solutions that would be supported out of the box that aren't.

Great to keep track of Customers writing in.

Feb 08, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is a great product for myself and my team to keep track of incoming and bounceback emails from our customers.

Cons: I wish there was a more live chat version. Although we have used Zendesks chat before, it was a tad glitchy and not always at it's greatest.

It's Okay

Feb 08, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Zendesk is very comprehensive as a help desk tool. You can link up to JIRA and other software to maximize your effectiveness.

Cons: It's clunky. Zendesk is ugly and slow. For whatever reason, the "best" help desk software in the industry has a terrible UI.

Works well, industry leader, but could a bit of a UX update

Feb 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: 9.0/10 Not
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Pros: It does well what it's made for, handling customer support requests in an efficient way. The ticketing systems works well, and is easy to understand. Several software integrations that make life easier.

Cons: Misses some features that seem like they'd be standard. Tagging is very basic, unless implementing an "experimental" app.

Remoting into servers made easy

Feb 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like that I can log into any of my servers with the click of a button. This makes working easy and I dont have to go to the data center 30miles away to take care of something that would take 5 mins

Capterra-loader

ZenDesk is a good starting software

Feb 07, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I was able to make a lot of articles and helpdesk topics and I could even match the style that I wanted so it looks like my site. The search features are nice. The layout is nice also.

Cons: Although I could style it, I had a difficult time making the style work. Plus I was limited on my options, but that's to be expected when working with a third party software.

Overall: ZenDesk got my documents off the ground and running. It was a great way to get going without a lot of effort.

Helpdesk associate

Feb 07, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support

Pros: It is simple and straightforward to use. I can put together a ticket quickly, while at the same time I can read tickets and various queues to find work that needs to be done.

Cons: The flip side of the great simplicity of it is a distinct lack of features. The filtering options are limited.

Efficient IT Help Desk Program

Feb 07, 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: Love this software! Used it to run a small Help-Desk allowing just 2 IT staffers to keep track of all the companies in-house and remote employees.

Cons: Takes a lot of data entry to get everything going. But if you're patient you'll be rewarded with a program that is cost effective and super streamlined.

Capterra-loader

Easy to implement and can be very affordable if you don't need much

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Zendesk offers the ability to take your helpdesk with you and untethers you from your desk. The smartphone app works well and most tickets (in our case) can be dealt with via Outlook integration.

The ability to create a knowledge base is vital in our case were few provide support to many.

It's easy for end users to navigate and tracking tickets is easy.

If you need a simple system it is affordable.

It's relatively easy to implement.

Cons: I have been using Zendesk for about 10 years in different jobs and where there were once many features at a reasonable price that is no longer the case.

Features that were once available in the Team version now require the purchase of the Professional version.

From an agent standpoint, I preferred the prior interface to the current one.

Overall: Knowledgebase, tickets, satisfied users.

Ticketing System

Feb 06, 2018
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: To be fair, I need to say that we have interfaced alot with Zendesk, but I have never installed it or been responsible for managing this system.
It has API functionality and seems to be a full fledged ticketing system.
Many organizations use this, so it isn't hard to find people familiar with it.

Cons: Pricing seems high for a ticketing system.
Overly complex, and poor client installs.
When interfacing with this system, it usually seems to be about 25% setup. It does the basics, but client or partners have alot of trouble pulling reporting and data. As a ticketing system, it seems good, but as a business intelligence system, it seems that this requires more time and effort.

I am not saying that it can't be great, but I haven't seen it implemented fully.

ZenDesk offers nice features too

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Value for Money

Pros: ZenDesk has been around since 2007 and offers many of the same features that the myriad of other cloud-based Help Desk / Ticketing systems provide. ZenDesk was the gold standard.

Cons: To include many of the key features of ZenDesk you must upgrade .

Not sure how we managed customer requests before Zendesk

Feb 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Extremely easy to get up and running, and that goes for the customer too. The ability to just loop a support email address into an email thread to create a ticket is very handy. The interface is easy to use and after using Zendesk less things "fell through the cracks"

Cons: Zendesk could use better support for rich email content. Sometimes HTML emails coming from Outlook don't render too well.

Organized Application Support with Zendesk

Feb 06, 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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Comments: Overall, we are satisfied with Zendesk. The analytics are really nice and they also provide stats benchmarks based on all other users for example for First Response Time.

Pros: Zendesk has allowed us to funnel internal employee app user questions and problems to an organized location vs a general mailbox. It has been easy to track a conversation from need help to the user received needed support. The Zendesk team has been very responsive when we had questions.

Cons: We inserted the Zendesk SDK into our application and it requires a little work by our agents depending on how each ticket has been submitted. Also, we have 2 accounts - Customer facing and internal facing and there currently isnt a way to assign users to a specific "brand" - that is there language for different accounts.

I'm so excited to be using this product for our support team

Feb 06, 2018
4/5
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 how easy everything is to use and customize. We're able to route tickets to the correct people, create a knowledge base and even make user groups for customers! Also, whenever we have a concern support is superhelpful!

Cons: The templates for some of the knowledge base and forum sections can't be updated to add additional levels or remove levels. So we only have the option to do Section and then Article rather than dividing it further without customizing the code.

Overall: It makes reporting much easier and has a really straight forward knowledge base attached

Powerful but expensive

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: The benchmark software most other companies are compared to. Does not live up to its price and reputation.

Pros: Very powerful software capable of tying in with many other software as well as having an API to tie into anything.

Cons: Expensive, very expensive and sometimes not as reliable as it could be. Often changes are made with no clear benefit to them.

Capterra-loader

Hands down the best support ticket system available

Feb 03, 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: 9.0/10 Not
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Pros: Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received.

Cons: It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.

Overall: Zendesk replaced our legacy ticket system, which was clunky and not cloud-based. With Zendesk being in the cloud, we can access customer information, ticket details, etc. from wherever we are. Perhaps most importantly, it permitted customers to give direct feedback as soon as a ticket is marked closed. This has been an invaluable tool for us in evaluating whether we're providing top-notch support.

I am using Zendesk to answer a letgo customer emails.

Feb 03, 2018
4/5
Overall
5 / 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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Pros: Zendesk is very easy and user friendly software. Provides a large number of macros and you can easily check the customer background.

Cons: Generally I am happy with the software. The only think.. it extracts the customer name from the email address, even in case when the customer provides a his correct name.

Zendesk Enhances Support

Feb 01, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 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 allows you to create macros so you can easily answer tickets in the same manner when they pertain to the same question or issue.

Cons: Zendesk reporting stinks. You cannot pull a report on ticket counts and resolutions without coding that yourself.

Capterra-loader

Customer engagement with 360 degree view

Jan 31, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Allows us to quickly resolve our support tickets while efficiently managing assignments, automation, different triggers, and reporting.

Also the knowledge platform allows for creating a repository for support. Calling support feature is also very useful for customer support through phone as well as chat.

Cons: Zendesk chat needs does not run as well across platform. Also the slack integration needs to improve.

Reporting also needs to be better and more customizable.

Overall: Really complete customer success product. Allows for Chat, Email and Phone support. Would recommend to all software companies.

Zendesk has been crucial for the success of our CS team to scale in size

Jan 31, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow.

Robust: Robust is a buzz-phrase I try and avoid using, but honestly the robustness of Zendesk is one of the primary reasons we transitioned to it away from HelpScout in 2017. Everything is fairly robust; reports, ticket indexing, integrations, customizations, admin tools, inbox monitoring, and so on.

Connectedness: Zendesk makes it super easy to have specific teams stay connected with eachother; not just the support team. We can have folks all across our company set up in Zendesk to help with JIRA reports, historical sales information through Salesforce from our Salesforce admins, folks on research teams, EAMs, and so forth. We can all play in this giant Zendesk sandbox together in our own corners with ease.

Cons: Innovation: Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features

Support: I very much dislike Zendesk's support set up. The amount of money you pay them seems to have a significant impact on your ability to get quick support help. Instead, they depend heavily on an open forum system where other Zendesk users try and help support eachother. Often these support threads turn into a bash-fest with poor attitudes.

Overall: Tremendous scaling benefits. Adding more users is not just easy, but we have recourse to ensure that our teams can grow at their own paces without worrying if the software can keep up. Zendesk can absolutely keep it; it does not even flinch.

Easy Help Desk

Jan 30, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: ZenDesk is fairly easy to use and functions well. I love it's UI. It's simple and clean and I hope they don't mess with it. The integrations are very useful. Zendesk makes it easy to handle customer issues and resolve them with a minimum amount of configuration and setup. Reporting and dashboards are great too.

Cons: Some Features are missing, but I hope that they will correct this thing soon enough, by offering the features which most of it's competitor have. Ticket orders can be confusing. I would prefer an easier way to sort through all types of tickets.

Overall: Zendesk makes it easy to handle issues and resolve them with no configuration and setup and dashboards are great too. It makes the task at hand easier.

Served us well in the beginning...

Jan 25, 2018
3/5
Overall
5 / 5
Ease of Use
2 / 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 was easy to use and easy to set up for our IT company. New hires had no problem figuring out how to put in service tickets.

Cons: We found that as we grew, it just was not as robust as we felt it needed to be so eventually moved to a different solution.

Great for handling customer support tickets

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

Pros: Makes it easy to search for and handle all customer support tickets under one platform. Anytime a ticket comes in, you're notified, and great for collaboration/history.

Cons: The software can be slightly confusing at first but that was resolved once I figured out how to search for specific tickets.

It is very simple to write and respond to tickets in the system. Nice layout that is easy to navigat

Jan 23, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk has much it does well, but most beneficial to us is the overall self-service approach the suite takes. The customer-facing portal with its knowledge base is first class in and of itself, but even better is how the knowledge base is tied into ticket workflow. It's incredibly helpful to have the KB integrated into the queue, and be able to quickly search for and include articles in customer responses. Zendesk is the best at making this whole process easier for the agent.

Cons: Not much here to dislike, but at some point it would behoove Zendesk to upgrade its widget to allow for more interactions than simply searching the knowledge base and creating a ticket. More of a user experience there would be helpful.

Overall: We've been able to beat industry standards on first reply time and customer satisfaction, despite significant ticket volume. While our people have much to do with that, it was definitely more difficult before we had Zendesk.

An efficient way of tracking customer queries and escalating issues

Jan 22, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: ability to forward queries to other internal users, ability to make internal notes, ability to show when an issue has been closed off.

Cons: subject lines in the dashboard view don't always give an accurate picture of what the query is, and who it should be dealt with by.

I appreciate the database and it's streamlined features to set up customer account information

Jan 19, 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 the way that it manages customer purchase history, inventory levels, communication history from chats, email exchange, and call transactions.

Cons: There are many software updates and the proxy server times out from time to time. I also do not like how inventory is sometimes outdated and how sku numbers are obsoleted.

Overall: The streamlined process of customer information, communication hostory, purchasing history, and payment data saved on file.

Zendesk

Jan 18, 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: Good product to organize support efforts. Works with Google Platform and can be accessed online easily.

Cons: Difficult to set up, limited in integration with other software. Workflow is not as efficient as I would like

Functional but has limitations on data analysis.

Jan 18, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: 1. Easy to navigate.
2. User friendly.
3. Features are uncluttered.
4. Easy integration to other applications.

Cons: The biggest con is that it has a very limited feature concerning data analysis, which for program managers could be a hassle .

Excellent fully-featured solution

Jan 18, 2018
4/5
Overall
5 / 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: Loved their great apps and integrations. Good team management. Awesome auto-mode, decent tracking options, and Advanced reporting.

Cons: Yeah, probably someone other than me also complained about its difficult customization process. It takes time to build fields, sections.When I applied, settings area was complex and often times I found myself in a confusing situation.

Capterra-loader

Feature packed full on customer support software that takes some work to maintain

Jan 17, 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: This is a feature rich piece of software, which if you have the time you can have working wonders for you and satisfying your customers beyond their wildest dreams. Along with tags, macros, and many more features and functions your responses can be sure to be consistent on voice and across the users using it.

Cons: It can have a bit of a 'clunky' feel about it - too text heavy and not enough of a Pretty GUI. It does time out from time to time which is quite annoying. Not often but when it does happen is one time too many. Maybe it's not them, maybe it's us but it seems to happen with Zendesk and not so much other software by comparison.

Capterra-loader

Zendesk makes submitting a ticket so easy!

Jan 16, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Zendesk makes the ticket submission process so easy. Sometimes helpdesk tools can be a little confusing but Zendesk guides the user through exactly what information is needed for the type of submission. This does require that the tool has been configured with this information but once it's setup it makes the user experience so much smoother.

Cons: From the setup side, the configuration process is slightly time consuming. This isn't a big con though, I think the time is well worth what you get for setting up conditions.

Overall: Zendesk makes submitting tickets easy for users, the easier the process is the better the customer service experience.

Great tool for handling support requests.

Jan 16, 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: Zendesk has a very user friendly platform. There are a lot of different customization options as well making it more desirable than salesforce. The latest ticket features are extremely helpful for our business. Plus they are easy to read and utilize. They have a lot of great apps and they have great team support. The price is also very reasonable for what they offer.

Cons: The reports don't offer a ton of customization- Also, they do not take into account your business hours so resolution times can be off which can make it difficult if that is one of your key metrics.

Hands down the best customer service platform ever

Jan 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 love that you can literally do everything from one location. No extra steps, no confusion, high traceability.

Cons: Sometimes you can get a little lost, but it is all in how you deploy the system. Make sure you have a strong implementation team.

Good but not great

Jan 16, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: As a help desk ticket platform, Zendesk is pretty solid. It handles the basics well, and the user interface is relatively easy to learn and use.

Cons: Some features seem to be flaky and settings will reset to default randomly at times. It could also use some more advanced functionality around metrics.

Capterra-loader

One of the best, but expensive

Jan 14, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Zendesk allows me to quickly resolve our support tickets while efficiently managing assignments, automation, different triggers, and reporting. I keep discovering new features all the time - which can be both a pro and a con, as for some features - I had no idea I could use or that they even exist. Their team is great and always resolved any issue I had quickly.

Their reporting feature (via Gooddata) is robust and allows a really deep dive into your metrics.

Cons: I wish you could insert an image as opposed to attaching it. This makes it easier for customers to see screenshots. The customized views do not show up in the Android app, this makes it hard for me to use them. I wish there were more columns on the main screen. I want to be able to see what company the requester works for, or at least their email address.

Overall: Having all of our clients send work requests to a single place where we can easily delegate tasks and keep up with new requests.

Zendesk has helped all of our team members to reach the weekly goal!

Jan 11, 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 great that Zendesk offers the option to color code the incoming message in the queue. Thanks to this our team's time of response are excellent and their productivity has increased. Emails are now answered according to their priority.

Cons: I have no complaints about Zendesk. What I like least is that maybe finding old conversation is kind of difficult because there is no advanced search.

Overall: The metrics page is so accurate and offers so much information that we had no need to track out metrics individually. We are now programming our metrics through Zendesk reports.

I wanted to like Zendesk more than I did. It has a lot of functionality but isn't super intuitive.

Jan 11, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Zendesk is a really helpful tool for managing ticket submissions. Multiple groups can be configured so tickets automatically sort to the correct group (based on conditional logic) so no one has to manually assign tickets to the correct group. Another pro of Zendesk is that it has some reporting capabilities already built in and ready to use. If one of those pre-set reports doesn't fit your needs you can also export raw data to get a more granular view if needed.

Cons: My teams struggled a bit with ticket sharing in Zendesk. It's a wonderful feature that allows a ticket to be moved from one group to another but it seemed that sometimes tickets were duplicated rather than moving completely. This made it a little challenging to track if something had truly been resolved.

Overall: Though it's not perfect, the benefits of Zendesk outweigh the pain points. Zendesk makes collaboration across teams easy which is essential for global groups!

Just another great product

Jan 11, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: good functionality, easy to use, better support incase if any issue encountered, everything is just simply nice about it.

Cons: more templates needed while reporting things to customer support , also initially takes time for setup, also didnt found any self learning tuts when an new user joins in.

Capterra-loader

Great big and super efficient software for support

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

Pros: I love the ease of use. You can organise views, set automated triggers, create macros for a saved reply and handle emails efficiently. And afterwards you can check statistics to see how you're doing. This software is so extensive and works so fluidly, that I can't go without it. We use tags to organise types of emails and assign certain questions to each other. It's so easy to prioritise awesome!

Cons: There's really not much to complain about, but the only thing is that if someone would send a reply and put text in an older email, zendesk won't pick that up (it says this by stating 'type your response here...').

Capterra-loader

Simple yet highly effective for covering all aspects of support

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

Pros: I love the UI. It's structured in a simplistic fashion that makes training new agents super easy, because it "just makes sense."

Cons: Pricing for some of the additional Zendesk features are not as competitive as preferred, which makes it cost effective to consider 3rd party apps instead.

It has completely changed our HR.

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

Pros: Pretty much everything. This literally replaced a part time employee on our team and allowed us to distribute that work with more efficiency to all members of the team.

Cons: Customization needs are small on our team, but the few things that we thought we'd like to see in the software were not able to be built / added.

I use it to reach my app users and to help they solve your usage problems

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

Pros: It's very complete tool that let me accomplish almost anything related with user support and customer care

Cons: It has a lot of features which make it sometimes very difficult and frustrating to setup and configure

Branded Chats Made Easy

Jan 09, 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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Comments: Nice dashboard layout, clear and easy to dock in the corner of your screen.

Pros: Easy to configure and set up intelligent trigger features. You can style the chat window to represent your company's brand; many services charge for this feature.

Cons: The in depth analytics require even a small company to jump up into one of their more hefty program options. But for just the chat window and accessibility, the basic package price is fairly reasonable.

Works well, gets the job done

Jan 09, 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: Ease of use, easy to learn and very user friendly. Great ticketing platform for small businesses or for first time users.

Cons: Need to have a particular subscription in order to view ticket history going back further than 3 months. Cannot easily export all ticketing information into a CSV file if transferring ticket information to another ticketing platform.

Overall: Organized, managed and kept all records of technical issues up to date

Powerful, beautiful, functional

Jan 09, 2018
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: -Has a very clean layout -Great set of keyboard shortcuts -Very collaborative across the support team -Lots of potential for automation with macros

Cons: -Could be a bit clunky/slow in the analytics -The parts of the software that didn't deal directly with ticketing weren't as smooth

Solid HelpDesk and Knowledge Base Platform Albeit Expensive

Jan 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: 7.0/10 Not
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Pros: Zendesk is a quality, best of class solution for Help Desk, customer support, and knowledge base. We primarily use their knowledge base which is an absolute breeze to setup and integrate. It also offers easy customization and administration of content.

Cons: We chose not to use their HelpDesk ticketing system because the cost quickly escalated as you add more agents. We also wish they had a more robust integration with Salesforce. Their reporting and analytic tools are lacking - we had to contact support to be able to export reporting data to Excel. I would also expect an easier way to import articles when migrating from another KB platform.

Excellent Product!

Dec 27, 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: 10.0/10 Not
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Pros: My company uses Zendesk for Support agent ticketing and for hosting our Help Center documentation. It is incredibly easy to use and offers a lot of flexibility in terms of ticket creation and ticket tracking. Super streamlined and easy for admins to create and/or update Help Center documents.

Cons: From what I understand, it is somewhat pricy, but I personally believe it's worth it. Otherwise, I haven't experienced any other issues worth listing as a con.

Good Place to Start for Help, Try it!

Dec 21, 2017
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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Comments: Once everything is setup to your liking it is good. There is no back up or SLA for issues. If a ticket gets caught in a bottleneck, there are no notifications. You just have to deal.

Pros: It is a really easy tool to begin implementing. The startup is very rapid and it lets you get things together very fast. It also helps organize and improve the efficiencies in your department. Lastly it provides solid monitoring tools for what you are trying do do.

Cons: If you want to figure out how to do something, you need to use some of the external help pieces. If the question is straight forward, look there, otherwise see how other companies and organizations have used the tools.

Capterra-loader

We use Zendesk for our customer support and in-app chat messaging

Dec 20, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 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 like that you can combine support tickets from email with messages that come via chat. The Help Center is also a great feature and it's nice to have it all under the same umbrella.

Cons: The reporting could be better and easier to use. There could also be more templates and customizations for the Help Center.

Use it to support customer service efforts.

Dec 17, 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: Super effective tool, great for managing all customer service request, from calls to emails even chats. And works with most major business apps., (Asana, SaleForce, etc).

Cons: The setup takes quiet a bit of time to get the maximum use and value from it. And if you don't set up every little thing then it is not worth it.

Overall: Is the best tool for small to medium companies for handing customers support.

A great Solution

Dec 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: I had used Zendesk in my previous ticketing officer job.It offers the best mailing solutions, especially when dealing with a large amounts of emails.

Cons: Tags can sometimes be difficult to work with.Chat is boring appereance and not very elegantly built in.

Zendesk is a very reliable, professional ticketing system

Dec 15, 2017
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: Zendesk is extremely reliable. We have used it for about 3 years, and aside from a couple instances where an email might have been lost in transit (which could have been on our mail server side), we have had very few issues.
It's easy for agents to use. Macros help make their jobs much easier too.
Automated triggers help a small team handle a lot of similar requests. For example, we have password reset prompts which require certain questions be answered, and we can automatically trigger that response through Zendesk rather than people having to manually send it.

Cons: Initial configuration can take some work if you are trying to utilize advanced rules.
It's a little pricey.

Overall: Zendesk allows a smaller company to handle high volumes of support requests in a professional manner and without letting requests fall through the cracks.

Customer Service to a new level

Dec 14, 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: Zendesk is great for client relationship management. I've used it in a previous company where we had a team of five support guys based abroad. We had full visibility of their activities, I was able to see all tickets coming in and track how they were dealt with. Having this visibility is key to a successful customer experience.

Cons: I had a couple of issues with tickets and how they showed up, but I must say their customer service is spot on.

Does the job well in a customer facing environment handling chats emails or phone support

Dec 05, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Measurement of analytics should be more apprehensive other the rating on emails and chats

Pros: Customizable in the finest details tailor made agents aligned and triggered on skill. Features on language use and blacklisting based on ip for inappropriate behaviour of customers. Grows with the company depends on bundles you pick

Cons: Analytics could be more thoroughly measures on different metrics. No self learning interface where an algorithm picks up on customer behaviour and recommends based on this or suggests and relates based on this. E.g linkage or connecting through a customer knowledge base creating content from customers. Learning from customers

Clean and easy to use software

Dec 04, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: Our team uses Zendesk to ticket digital assignments. I like the fact that I can include code in the ticket without attaching an additional text document or .html file

Cons: I wish I could sort the tickets by who they are assigned to on our team. Currently, I can sort them by who assigned the ticket.

Useful and easy to use

Nov 27, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 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 really easy to link to my website, I only need to embbed it and it will make it work in my website.

Cons: The android APP doesn't refresh the incoming chats real time, I need to update it manually and that way I lose the messages sent from customers

great tool for managed shared mailboxes

Nov 22, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy tool to track interactions between vendor and my support team in one place. Monthly KPI's are right in the dashboard and the mobile capabilities are there so tickets can be resolved easily when not in office.

Cons: Generates a lot of emails. Whoever is copied on original email. Need to configure system to eliminate all but the initial email that generates the ticket and all would work much better.

Overall: better support tool that shared mailboxes. Can assign tickets to any team member. When staff is vacationing very easy for others to pick up the work.

Better experience for your customers

Nov 21, 2017
5/5
Overall
4 / 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: You can have a portal to store documentation and help articles along with a customer support portal where your customers can log in and see every case they have logged and also cases logged by others in their company so this should reduce duplication

Cons: It is not easy to manage versions of documents. The layout is also a little hard to manage in documents as everything has a group

Overall: Much better than other customer service platforms

Zendesk is simply the best customer support system.

Nov 17, 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 workflow for our support team is all at sync with Zendesk. The ticketing system made it a lot easier for our team to create and manage support requests.

Cons: Setup is a bit tricky. Especially for those who are not tech savvy at all. But after setup is complete, it just runs smoothly.

Overall: Our support team is more organized than before.

Capterra-loader

Answering my customer's question quickly is a major factor to my repeated business.

Nov 17, 2017
5/5
Overall
5 / 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: I have used Zendesk to easily view, track and respond to my customer questions and concerns. Email has been getting so cluttered that we needed an online solution to easily view and manage my customer questions. Like I enjoyed most was that I can easily view and respond to a customer inquiry. I can also track who handled the customer question and how many days have gone by since the customer inquiry was submitted, responded to and closed. I can also filter and see any "unsolved" customer inquiries quickly.

Overall: I can easily view and track my customer service inquiries quickly and efficiently.

Sometimes I feel I need to spend a weekend to learn all that Zendesk can do for my organization. There are so many tool and resources, I cannot learn what they all can do while running my business at the sametime.

Great product, More tech savvy to setup

Nov 16, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Zendesk has a clean interface which is easier to read than other software systems if the ticket is forwarded to another co-worker. Plus with its apps, triggers, macros, etc it can be customized to precisely fit your business. In a head-to-head comparison with desk.com attachments are *much* easier to view, download, and forward.

Cons: Customizing the program does take a bit of tech savvy. For example, setting up a trigger (automated response customers will get based on certain keywords) can be tricky. Thankfully the tech support group is great about answering questions. However, tech support is only accessible via email for the lower two pricing plans.

Easy to use and cost effective tool.

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

Pros: When I came on board to startup a Support Desk I didn't have a tool to track work. That is when I found Zendesk. I like the ease of use.

Cons: The different subscription services are a little wonky. They should offer better reporting in the smaller subscription packages.

So robust that I don't think I access all the benefits of the system

Nov 14, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: I love that it can do everything, or it integrates with pretty much everything. This has become the core of our fulfillment team, so we look for integrations around this software.

Cons: I'm a pretty basic user, so all of the options confuse me at times. I realize there are people on my team that feel the opposite, but as a basic user it often feels like too much.

Capterra-loader

They are one of the best...but we left them...

Nov 11, 2017
4/5
Overall
4 / 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: Zendesk is the ultimate when it comes to Customer Support systems. Email support and Knowledge Base are great ways that you can connect with your customers, whether they are internal or external.

Cons: Over the last few years, they have tried to implement new features without keeping the support of existing products up to date. They attempted to update the mobile app and it was a bad experience at start (especially since it was a forced update by turning off the old app that worked).

Overall: It provided us with a great tool for supporting our users, but the support from Zendesk became lacking and so we moved on to a company that had better customer support.

Zendesk did not work for my small team - it felt clunky and confusing

Nov 10, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Zendesk had many bells and whistles, but many of them were just too confusing for my small team. I liked that we could create canned responses and set away messages and auto responses.

Cons: Zendesk felt like it could work for a massive support team, but for my small support team of 2 people, it felt clunky and like more work than it was worth. I tried using their chat platform for a couple weeks, and it was extremely confusing and hard to use.

Use for clients

Nov 09, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use, very straightforward. When we would need to do webinars and support would blow up, it made it super easy to manage that traffic.

GREAT first help desk, for enhanced features, not so much

Nov 09, 2017
4/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Dead simple to set up. Hours and minutes, not days. What you get is a robust help desk, some powerful automation mechanism, and excellent reporting. The available add-ins make integrating with other systems very helpful.

Cons: There is a surprising amount you can't configure, especially workflow. You can't modify ticket statuses, for example, so if you wanted a status of "Escalated to Development", you're out of luck. There are a lot of tools availble in ZD, but you are locked into certain workflows that make it hard to customize the product. I implemented this product in 2010. It was a breeze. As others have pointed out, they don't seem to add many features. When I did an extended pilot in 2016, I can't recall any substantial changes to the product since I last set it up.

Really great that connects all of our employees with all of our customers

Nov 08, 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: 8.0/10 Not
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Pros: The one feature I love is the ability to assign, and then reassigning tickets to different employee. This allows tickets to go from one department to the next with ease! The ap is also great for when you are on the go!

Overall: Helps us with customer services

Lighten the workflow

Nov 08, 2017
5/5
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: The possibilities of creating custom rules for automatic actions are huge, and so the customization of the system.

Cons: If you don't understand perfectly how the app works from the beginning, you'll risk being drawn in email notifications.

Zendesk - Customer service at it's finest

Nov 07, 2017
5/5
Overall
4 / 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: I love a ticketing system - and the cost of Zendesk is just right! The functions are endless, even for the basic subscription.

Cons: Setting it up can be a little tricky if you are not analytical or have some tech background, but once it's set up, it runs smoothly. Also, I don't like that only the owner can change the subscription, it would be nice if admins had that ability too.

Overall: An effective way to solve tickets and problems for both internal and external clients.

Capterra-loader

Easy to use and simple-in-a-good-way

Nov 02, 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 user experience is top notch both for in-house users and for customers. Makes it easy to keep everyone on the same page.

Cons: The free tier has had functionality taken away over time, and adding lots of users can make it less competitive cost-wise.

Overall: Easy set-up, easy on-boarding for agents and customers.

Customer Service Manager

Oct 31, 2017
5/5
Overall
5 / 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 provides functional management of customer service issues and questions, and keeps them organized to your specifications. Everything from directing who takes the ticket to whether an automatic response is sent to the customer as a follow-up 24 hours after your message is sent is possible with Zendesk.

Cons: The primary issue we have had is that a new ticket automatically sends a ticket to the customer. We have not found (or pursued) a way to create a new ticket using the customer's info without contacting them. Also, there should be a double-check possible to enable as a feature whenever the message you are entering is going to be sent to the customer instead of as an internal note.

I must agree with most reviews here; one of the Best help desk ticketing system

Oct 27, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Zendesk makes it really easy to organize all requests no just in-house team but outside customers. Not a great fan of cloud base solutions but everyone is jumping on Virtual Servers and Cloud base solutions is like a force movement like me writing this review when Im just evaluating a solution and alternative to G Suites from Google. Workspace from Facebook calls my attention eventhou is also cloud base but is the closes in Features. Just like the Standalone version of Zendesk that we all learn too user the codes and independency of running the software on the local network overpasses any cloud base solution in my opinion. Automations and Macros are great working locally without the need of High bandwith which we can afford in USA but on other locations in the caribean is a luxury even for big business to have the bandwith we have. OOOOhh And what happens at hurricane season? when we had blackouts we still ran the Zendesk locally. An example of such dependency of cloud based systems is the Automations function doesn't flow in a similar way but are timed instead of instantaneous compare to local run version of the software. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system and keeping up the standard with the growing number of completion.

Simple easy but also full featured great software

Oct 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I love how easy it is to set up a support environment that records information. I also love the knowledgebase template and ease of creating a support site.

Cons: Occasionally I want to do something more involved and it's not always easy to find the relevant information, but all I have to do is contact support and they help me out.

Overall: Easy setup up for support email system. Easy set up and maintenance of support webiste.

Saves us a lot of time

Oct 17, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The best thing is the macros (templates) - allows us to select a relevant macro response and then reply really quickly with optional customisation.

Cons: Can be slow sometimes, waiting for enquires to load or for a macro to load, but it's not very often.

Great customer support application

Oct 13, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: One of the first to introduce a well designed and thought out customer support software. They have continued to simplify it and maintain their leading position over the years among a rush of new companies setup to imitate Zendesk

Cons: Zendesk has withdrawn support from entry pricing plans. They have also removed access to Apps and integrations from entry pricing plan.

Zendesk has helped us deliver our help documentation

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

Pros: I like how Zendesk helps consolidate all of our help documentation / support tickets into a single interface.

Cons: Sometimes, the interface has too many features we don't need. One thing that is missing is being able to create a draft version of new help documentation. Right now, it can either be published or not published. It is also rather expensive per user/seat. The widget could also be more customizable.

We use Zendesk as our inhouse ticketing system. It is great for indexing issues and mass managing.

Oct 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Mass managing, automatic responses, cataloging are just some of the pros with Zendesk. Also, we are able to set up Teams that can respond to issues quick.

Cons: Cons of Zendesk would include the attached files do not load on my app. But they can be accessed when on my desktop.

Overall: The ability to index issues and recall them at a later date.

Great solution for Knowledge Base and Customer Support Center.

Oct 06, 2017
4/5
Overall
3 / 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: UI is clean and nice.
Features work as advertised.
Knowledge base is a great too for internal team and external users.

Cons: For an entry level company, support could become pricey because of multiple agents.
Price is my only gripe with Zendesk.

Overall: Easy support center vs giving everyone access to one email.
Great knowledge base vs running our own custom Knowledge Base.

Zendesk Review

Oct 05, 2017
4/5
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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Comments: Zendesk is extremely useful for what it does. It adds the chat support to your website making it easy for customers to contact your organization. Response is great.

Pros: Very easy to use and establish, App is great.

Cons: Extra features should be included initially.

Recommendations to other buyers: I definitely recommend it if you are using your own website. Great little add on.

Most popular helpdesk

Oct 03, 2017
4/5
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 used Zendesk as user and it provides great customer support. They believe in customer satisfaction which is important for any product

Cons: I think it is little bit expensive as compared to others but except that it is still best in market.

Easy to use and very helpful

Oct 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Comments: Love that they send out metrics on response rates of your team to your clients!

Pros: Zendesk is a great system to make sure all of your customers are being quickly and efficiently taken care of. Its easy to use and straight forward.

Cons: There aren't any cons that I can think of off the top of my head. It is a great software and I would recommend anyone to use it.

Great Tool!

Oct 03, 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: 10.0/10 Not
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Pros: Never having used one of these tools before, this one was very easy to navigate and learn. I love how you can prioritize and assign tickets timelines to be completed.

Cons: Can't tell if other people are copied when you change requester on a ticket. Very confusing and annoying!

Overall: Time management is very easy to keep up with!

Zendesk is user-friendly and very intuitive!

Oct 03, 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: I love the ability to merge tickets, as well as contacts, as it provides a cleaner view and makes everything you need easily accessible.

Cons: What I like least about Zendesk is the inability to change the font. I would really like to use Helvetica.

Zendesk is an easy-to-use customer service tool that's resulted in faster responses and no "lost" ti

Oct 03, 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: 10.0/10 Not
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Pros: I love that these items don't get lost in our "Support" email inbox. Everything is tracked and the owner is clearly defined. We can also add tags and discover which are our most common issues and from there we develop new items to make our clients lives easier.

Overall: Easier issue tracking and no lost "tickets". We used to have a hard time keeping track of issues in our support email and which user was taking care of it.

I helped the company I worked for implement ZenDesk in the customer care department

Sep 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: I loved how easily it can be changed to fit the exact needs of what my department needed. My team and I made it so that the processing time for each ticket was so much smaller than before. It was an engineer's dream

Cons: It took a really long time to implement. Because it can be made to be very specific, it took us a whole month to get it perfect.

Overall: It made dealing with tickets so much easier than emailing. It is so much more efficient and user friendly once implemented.

We used this as a stop gap between no process and a enterprise wide solution and it was excellent..!

Sep 22, 2017
3/5
Overall
3 / 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: Easy and fast to implement, very clean and user friendly, operated with no service issues at all throughout entire period

Cons: Wasn't as impressed with the Analytics side and felt this needed some further work to bring in on-board with some of its range competition

Overall: Ticket management in a pre digital enviroment

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.

Generally well done

Sep 14, 2017
4/5
Overall
5 / 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: Admin Ease of use is good, agent ease of use is great, end user experience is good too. Wealth of knowledge easily available too.

Cons: They add features as add-ons and it can feel like being nickle and dimed. Chat is very clunky and getting support for our even worse. SF integration is very lacking.

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