Who Uses This Software?

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


Average Ratings

914 Reviews
  • 4.5 / 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 Scripting
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • 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
  • 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
  • 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!


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.

Zendesk is the best known format for online customer service

Apr 13, 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: 9.0/10 Not
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Pros: It takes emails and converts them into an easy to read and approach customer service hub. It is easy to keep track of & manage all past, present and future inquiries.

Cons: Their customer support team can be seemingly uncaring of the issues that come up. Fixes to common issues seem to go unresolved for years, at times. The price gets really high with multiple support agents as well.

Sometimes you need the help desk

Apr 13, 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 that I feel I am being heard. Zendesk has good communication and it is easy to identify what is happening.

Cons: Sometimes if I am using my mobile browser I have issues communicating with Zendesk. I am not sure if this is just a caching issue.

Overall: Sometimes you have to write to a help desk. It is very nice when you can communicate for example in chat. This allows me to go about my day without needing to call in.

Really great ticketing software

Apr 12, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: We implemented ZenDesk at our organization as a ticketing platform a few months ago, and it's been great. Our clients are creating their own tickets, it's easy to route them around the organization, and the reporting has really come in handy.

Cons: No cons so far to report - everything up to this point has worked really well for our purposes. Highly recommended!

Easy to integrate on your website and get chatting right away!

Apr 11, 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: 8.0/10 Not
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Pros: I like how it was very easy to integrate on my Wordpress website and it was easy to use and implement right away.

Cons: I don't like how there's no mobile app for the software where I can message potential leads on the go vs. always on desktop.

Zendesk Review

Apr 11, 2018
3/5
Overall
3 / 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 consolidates your emails into an easy to maneuver platform, allows other people to resolve issues that may be assigned to you. Allows visibility to emails across a team

Cons: Harder learning curve, at times trying to reinvent the wheel. Needs some minor fixes to make it a worthwhile solution over Gmail

Capterra-loader

It has allow us to comunicate better with our users

Apr 11, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: It does what it says, the tracking is great and we can customize the experience with customres, it also help us reduce the time we use to answer FAQ

Cons: I think that they should consider more the small business, maybe if they charge by the amount of tickets and not per agent would be awesome.

Integral part of our support system

Apr 11, 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: This software is extremely easy to use and setup. We use this for our support ticket system, as well as internal and customer facing knowledge base.

Cons: The ability to split a ticket off into a new ticket (Spawn Ticket) is still yet to be designed ... Myself and several other ZD customers have been requesting this feature for a few years. Most of our customers reply to old tickets, or add on additional questions that don't relate to the original ticket. We now have to let the customer know we are creating a new ticket so the original issue is not lost, and then copy/paste their additional request into a new ticket.

Relatively simple to utilize as a beginner

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

Pros: I like how efficient my team and I were able to track tickets and progress in our workflow with ZenDesk.

Cons: There appears to be a lot of information given when using ZenDesk. There were times where I was overwhelmed by the amount of features and information given.

This tool easily manages customer tickets and very helpfull for maintaining CRM

Apr 10, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Look and feel of the interface is what keeps you hooked onto to it.
The system is also evolving day by day

Cons: Sometimes I have felt a lag in response from the tool. However on reporting the same you get a quick response from the team.

Overall: The System keeps a very close track of customer queries and its responses

Great product

Apr 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: 10.0/10 Not
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Pros: What I like the most: - The ability to send tickets by email
- The ability to view the status of tickets.
- The tool allows you to send the invitations, check on bounces, and review who has clicked & RSVP'd.

Cons: Nothing, this product pays for itself month after month. Easy to use, easy to install. It is constantly being updated and improved

Zendesk is fantastic support software that keeps track of all of our inbound client communication.

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

Pros: The knowledge base addon for Zendesk is supherb, its easy to setup and our customers find it easy to find what they are looking for.

Cons: Inserting images and videos can be a bit tricky at times, the dimensions tend to be a bit random but otherwise its great.

Excellent all its products always at the forefront in terms of technology

Apr 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: 9.0/10 Not
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Pros: I like the way it can be easily integrated into my site. I am surprised by all the tools you have to track support tickets and the chat is wonderful.

Cons: Sometimes it can be a bit difficult to find the option you are looking for among so many things, the truth is that there are not many negative things about this product.

Overall: I was able to provide clients with a quick and easy solution to their problems. I offer a personalized support to each client and that is very beneficial for any company.

Excellent program for improving working process with customers.

Apr 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: First of all, I like that the given program is flexible, you can configure it for the capabilities and needs of your company, and it takes several days, not a month or two, as in other programs. Also I like the fact that the program is quick and easy to configure. And our work has become more effective. We use Zendesk to improve work processes and improve the quality of service for our customers. Zendesk provides the ability to collect data and materials for our customers and internal applications. We can determine what information and difficulties are most interested in our customers.

Cons: Sometimes it is difficult to add new features. For new users it is worthwhile to conduct training, otherwise it will be difficult for them to work efficiently at once. It is also worth making a better mobile version.

industry leader for a reason

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

Pros: It's an industry leader for a reason. Zendesk has a robust feature set and is pretty easy to use. I highly recommend it.

Cons: Sometimes I find the user interface a little clunky and hard to use. It could be better but it's not terrible.

I Find It Just OK

Apr 10, 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: Keeps trail of all interactions pertaining to one ticket in one place. We do not use a lot of functionality, but I do not know what other options there might be.

Cons: Do not like that you have to purchase not only the service but in addition to that you have to purchase "talk time" if you also have a phone lined tied to the account.

Zendesk gets the job done

Apr 09, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Good at hosting searchable FAQs, in-site chat, and being a knowledge base for customers and even employees.

Cons: It's very opinionated about the design. Also, as a consumer, it can sometimes be annoying when I see it pop up automatically on sites.

Best in market

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

Pros: It is easy to navigate, easy to edit and add macros, and can be as simple or as complicated as you want it to be. Different ticket views are available depending on user preference and these views can be shared with other users

Cons: Setup was a little on the confusing side. Another downfall of Zendesk Support is the high price tag.

A great ticket management program

Apr 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: 9.0/10 Not
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Pros: This program has made it very easy for our agents to write, respond to, and handle tickets in our system. The user interface is fresh and easy to use for all of the people we have working with it. There is a lot of different things this program is able to do that it's competitors can not which is why we chose it. Shop around, but you'll come back to this one.

Cons: There are a few things which can be a little confusing when you are starting out and getting used to using the program but, like with any program it takes a little time to get used to. Once you get the hang of it, tickets are very easy to manage.

One of the best ticketing systems

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

Pros: It's very easy to write and answer tickets in the system. s easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed.

Cons: Not much to say but, the mobile version needs a lot of improvement. It does not have all ticket views present in desktop version

Zendesk is essential for the business to run smoothly and we could not do it without them.

Apr 09, 2018
5/5
Overall
4 / 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: What we like the most is the ease of use this program offers. They provide my team with the right tools in order to make the business run more smoothly.

Cons: There really isn't something that we dont like as of yet. Sometimes the response time to a question asked by my management can be slow but it is smooth for the most part.

Useful But Confusing

Apr 09, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It allows you to communicate internally and externally and see other peoples updates as they come in.

Cons: It takes a long time to put together a request, lots of details needed. There's also a lot of requirements to solve tickets. And creating a brand new email can be really confusing.

The software is a huge life saver, saving tons of time.

Apr 09, 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: Easy to organize communication between IT & actual end users on what editons/versions they are authorized for.

Cons: It's an all around great product that meets the company needs tremendously. It has cut down the amount of inquiries from an IT Software Asset Manager.

Overall: Communication has improved, less user inquiries, the available information is easily accessible and the overall time gain to focus on other matters is a great improvement.

I've used Zendesk as a customer and it's a great tool for customer support.

Apr 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use, customization (brand-able) follow up emails and survey included. It comes across very professionally to the software user and the customer.

Cons: I'm not sure what I don't like about it because I've only experienced positives so far. I would need to use it for my business to see all the the ins and outs of this product to know more about it.

Overall: Being able to submit tickets for my concerns as a customer or prospect for a product and learning about it for my own business use. I definitively will consider this software once I'm to the stage of implementing customer service.

Fun way to brand chat functions

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

Pros: Working in the marketing department makes me want to brand EVERYTHING which is why I love this functionality of this software. The more branding opportunities the better!

Cons: The base package is pretty affordable, however if you want to upgrade your package it can get quite pricey.

Good software to use for interacting with customers

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

Pros: The main reason we went with zendesk is we were able to use it with all of our other software and harware that was already in place.

Cons: The con for us is we did not need all the tools that zendesk offered. It would be nice if there were different tiers of products so we can choose what features we would actually use or not.

Easy to use ticket management tool

Apr 09, 2018
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 like how it makes it really easy to keep track of my tickets, as well prioritize/escalate the really important ones.

Cons: Unfortunately its had so much functionality added to it over the year that its becoming a bit of a Frankenstein and feels a bit heavy in the UI department.

Too bad there's not free version

Apr 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money

Pros: Nice UX and easy to set. Nice for ticketing and livechat. Integrated with a lot (a lot!) of different services.

Cons: Well, even if this one is a star ini CRM, I switch for freshdesk and its free version. I don't need that much features.

Capterra-loader

Effective for customer service.

Apr 09, 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: Easy to understand user interface for me is the first hallmark for Zendesk. It has got good ,appealing aesthetic to the eyes. Setup time was just a matter of minutes and it has good compatibility with all devices ; ensuring that our web visitors get a similar experience no matter what device they use in chatting with the helpdesk team.
I also like how it makes it easy for web visitors to send the customer care team documents like screenshots via the chat popup windown.

Cons: We have received complaints from customers on few occasions in the past that they were unable to get the chat popup windown to load.

Would recommend

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

Pros: It has a lot of features and qualities I like and are required for us. Best thing is it is usable on different devices like mobiles.

Cons: Sometimes, out of nowhere it gets down for some time. This can be frustrating at times. Not a major issue but would appreciate less downtime.

Capterra-loader

Love this software!

Apr 08, 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 this product every day as our "ticketing system" at work. We are able to give employees their own login, they can work on their own projects, etc. One of the most underrated parts of this software is the capability to use triggers and filters. Makes work much easier!

Cons: Can be a little confusing to use at first, but the learning curve is very short and well worth it! This software is amazing.

Zendesk is a good tool to communicate with customers!

Apr 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: 7.0/10 Not
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Pros: Zendesk is a cloud based customer support application. Zendesk hires contractors to fulfill customer support roles. The Zendesk representatives can contact clients or customers regarding ticket request of orders. The Zendesk representatives helps users resolve issues regarding shipping, and order transactions. Zendesk is a customer service software that has five varying subscription types per products and features with a 30-day free trial.

Cons: Zendesk representatives may need more than 1-2 business days to respond to a ticket request. Zendesk customer representatives varies around the world. Zendesk customer representatives may not be knowledgable of the company's manufacturing inventory. Zendesk does not offer refunds for downgrades or cancelations. Other fees may apply depending on the additive features of a-la-carte.

Overall: The benefits of using Zendesk include receiving discounts once a subscription is selected and billed annually. Zendesk is available with integrative API's and other software applications. Zendesk is available upon request as a demo for organizations. Zendesk is a good tool that allows organizations to communicate with customers. Zendesk is a good tool that offers services such as chat and telephone communication to resolve ticket issues regarding purchases and transactions.

Capterra-loader

A great CRM tool for all sizes of organizations

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

Pros: This is a great tool for all sizes of organizations , doesn't require much training and is very easy to use.

Cons: This product covers all the modules which an organization wants in an CRM. Nothing which I do not like about this at present.

Zendesk is the perfect addition to our business and takes our customer support to the next level.

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

Pros: Both the back and front ends are well designed and easy to use, and it really adds another level of legitimacy to our business. Absolutely love the chat feature, and best of all it's been able to scale with us as our business has grown.

Cons: It can be a bit tricky configuring tables when trying to insert images or videos. It always seems to skew the dimensions, and I have to "hack" together a fix every time. Not a huge issue since we don't use tables that often, but something to keep in mind.

The company that I work for uses Zendesk to communicate issues with vendors that we work with.

Apr 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is great in the fact that it keeps all correspondence in the same thread. It is helpful to keep requests and issues organized

Cons: There really isn't anything that I can think of that I don't like. The program is very easy to use.

Their customer services is absolutely outstanding. And not in a good way.

Apr 07, 2018
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: The product does what its supposed to do in terms of chat and support. It provides a pop up on your website that people can easily find.

Cons: The software has some bugs and difficulties in usage. However the most concerning thing is that when anything goes wrong, and in life this always happens, the customer service team are argumentative and place blame back on you. This happened three times involving over 20 interactions. An accidental internal email was sent to me which revealed how Zendesk views its customers and this is no accident. I've heard similar stories elsewhere.

Capterra-loader

I'm very happy with all the results.

Apr 06, 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: Very happy, there's nothing like working with Zendesk, a company that certainly knows how to deal with their customers and how to help them always, in the area of help desks is one of the best companies you can find, do not be disappointed in what absolute, I'm very happy with all the results.

Cons: I really do not have any complaints to give, on the contrary, I recommend it to 101% its quality and services are the best that a company can provide.

An excellent platform

Apr 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Pros: Customers are satisfied that they do not need to wait long for emerging issues. With this platform, you can simply help your customers and give them the right answer in a timely manner.

Cons: I can´t think of many things that I don´t like but I wish I could access all its features from my mobile

It's intuitive and fulfills the requirements I need it for

Apr 06, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: For our purposes it is easy to use. We can easily respond to customer support tickets and assign these tickets to the right people.

Cons: I am big on easy user interface. Zendesk, in my opinion at least, could improve their dashboard so it is easier to use.

Capterra-loader

Very satisfied

Apr 06, 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: Very satisfied with everything obtained with Zendesk, the quality of their work is something that does not matter the times or the time you have working with it, it never ceases to amaze you, as well as its versatility, undoubtedly one of the best companies in the world. scope of help desks.

Cons: I really do not have any complaints to leave, just recommend it, since it is an excellent company and has been able to prove it. Great job.

Zendesk Support does a good job as an SMB-oriented helpdesk platform.

Apr 06, 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: Solid ticket management options, including social media. Support for ITIL and automatic workflows. Good integration options.

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

Overall: While its support for ITIL seems to indicate more of an enterprise orientation, its lack of big business features such as change and asset management say otherwise.

Awesome support service

Apr 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Great way to organize customer support. The support library is easy to customize and they've got some great templates that you can use to help get you started.

Cons: There's nothing that really sticks out as a negative with Zendesk for the functionality that I need it for.

Fast responses and easy to follow steps.

Apr 06, 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 have always received very fast responses from all customer service representatives. They provide easy to follow steps to problems I encounter.

Cons: Some answers can be repetitive or answers may not be what you're looking for to get a specific request completed.

Overall: I am no longer stuck on issues I faced using some softwares, and can find fast help with zendesk.

I have used Zendesk for the last 6 years plus.

Apr 06, 2018
4/5
Overall
2 / 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: Steady and decently robust platform for both customers and internal engineering teams. Has a good variety of plans for different users/needs.

Cons: Incredibly unintuitive UI design with dozens of misnomers for buttons and menus. Most first time users would be completely lost as to how to use it.

Capterra-loader

Easy to use, efficient, helpful

Apr 05, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I love all of the different customizations that can be made and personalization. Personally this commits me to using it more than in other software where i might not have the opportunity to do so. I also love how much cheaper it is than many alternatives.

Cons: The scalability options could improve. Right now there is multi-channel and that's great but I think we could go for more than this. Otherwise happy!

Capterra-loader

Great support management platform

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Being able to create tags and use saved responses. This really allows us to cut down on time and, ultimately, time to response.

Cons: The setup and admin stuff was a bit tricky to learn at first, but this gets easier over time. Getting someone trained up on this takes investment.

I used Zendesk for my e-commerce store before, I have no idea even though I learned

Apr 05, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Zendesk is a good software if you know how to use it the software repose for you instead of your self.

Cons: The prices are little highest.
Hard to use and you need to learn more skill to use it
good for big online supermarket such as eBay, Amazon, etc.

My team uses Zendesk for our customer support ticket system.

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Zendesk makes responding to customer service and support issues super easy and efficient. The tools built in to the system give us a way to quickly respond, and I love the mobile app too.

Cons: on rare occasions the system goes down for Short periods which is a pain, but it's never a major issue.

Zendesk is the software that focuses on your customers and that makes them happy

Apr 05, 2018
5/5
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: This software is very efficient when it comes to serving your customers. Being based on the cloud does something intuitive, its interface is friendly. This is a tool that integrates everything, and that is precisely what Zendesk does. Zendesk manages to integrate all the activities of your company that are directly related to customers: online chat, social networks, emails, progress reports, telephone support and also applications to continue optimizing your work processes, according to the needs that you are developing.

Cons: There is no problem or inconvenience with Zendesk. It is very efficient and easy to use. Everything you need to organize and maintain close contact with your customers.

Overall: This tool allows you to focus more on your customers, have them closer and the attention they receive makes them happy. Having your customers happy means that your company is going in the right direction. Without a doubt a very complete and efficient tool.

Zendesk makes tracking tickets a breeze!

Apr 05, 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: So easy to keep track of who is responsible for a ticket at a given time easy ability to notate things internally vs. externally reporting is robust

Cons: Because Zendesk is extremely robust, it does take a few hours to get the hang of. After a few hours a user should have a good idea of the basics.

Pretty much the leading company for handling support tickets.

Apr 05, 2018
5/5
Overall
3 / 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: Very useful for companies to handle the support of their customers. If you establish good guidelines that everyone in your team can follow, it can really improve your handling time.

Cons: They should really rework the setting section, it is a mess and it is very hard to find the settings, they seem to be scattered around and not super easy to find. The reporting also needs to be made easier to understand and to create your own reports.

The best service desk software, but a bit pricy

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: It is very customisable. So you can set up Your task pipeline as you wish. The customer support is very good.

Cons: The mobile app could be better. Unfortunately it proved to be too expensive for my company. essential features such as time tracking require costly enterprise subscription plans

Using zendesk was a great way to manage support tickets for accounts receivable.

Apr 04, 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: 7.0/10 Not
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Pros: I like that it is easy to use. It allows for many agents to collaborate on one case with ease, select if it is a public or internal response to keep all notes together.

Cons: I did not like the switching between groups. It felt a little disjointed at times. I wish the transition from one groups queue to the next was easier.

Classic tool for customer support

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Value for Money

Pros: Zendesk is one of the most common solutions to organize customer support. It allows you creating a proper knowledge base as well as handle support tickets easily even by a large number of support agents. Reports are nice and general onboarding process is sweet and smooth.

Cons: Reports could have been a bit more introspective and customizable. Besides, pricing is a bit harsh, especially for a small company.

Efficient and Effective!

Apr 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: 8.0/10 Not
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Pros: I like this product for the team because it is extremely helpful in keeping track of all of the issues that come up and helps them note every interaction with customers.

Cons: This product is a bit tricky to use if you aren't familiar with it. It takes a little time navigating around the software to fully understand it.

Capterra-loader

ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years.

Apr 04, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Flexible ticket management with automated workflow
Multi-channel support: email, web, phone, chat, social media
Robust reporting & advanced analytics
Branded customer-facing web interface
Community forums
Over 100 out-of-the-box integrations with 3rd party apps
Multi-brand support with linked accounts
Group rules and macros
Screencasting
Public and private forums
Multi locale (timezone and languages)
REST API
Salesforce & SugarCRM integrations
Real time updates
Open API

Cons: This caused us difficulty with our own customers.
The price structure is developed by some MBA guy. It's an online platform people, get over yourself.
Dropped calls constantly, not an efficient way to keep our team informed about patients, super frustrating when calls were not taken even though their were people available
Zendesk have continued to charge me for months despite having a new paid account Forced to switch to Zendesk from Zopim Zendesk continue to charge my old account 6 months later Wasted many hours on their own online support. Countless emails ignored. Started a dispute with PayPal but still, I cannot elicit a response from Zendesk Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me.

Overall: Easy to use Tracks all issues and provides reports Improves efficiency and service quality
I love a ticketing system - and the cost of Zendesk is just right! The functions are endless, even for the basic subscription.
Easy tool to use. Great customer support. It is an easy way to build a helpdesk/knowledgebase system for our clients to rely on.
Quick set up. Easy to begin the process of setting up a help desk system. Nearly immediate results for customer notifications and for internal email notifications.

Capterra-loader

Awesome support service with knowledge base for quick response

Apr 04, 2018
4/5
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: Its fast, it automatically sets up many of the links between a person and company. Merging duplicated tickets is a single click. Merging duplicate user details is a single click. Sending a reply to is easy. Its interface is intuitive and easy to use. We support APIs so being able to add a code block to the reply is perfect.

Cons: Its not possible to use text colors (if it is I can't find it). It not possible to email someone inside our organisation e.g.. I want to forward a call to a sales person, I have to do this outside zendesk or the customer can see my reply.

Overall: Compared to our previous software the speed is phenomenal, answer case, hit submit, answer case, hit submit, previously we we clicking on drop downs here and there to set options and settings. We really love it.

Perfect Software for many cases

Apr 04, 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: 9.0/10 Not
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Pros: 1) Gives the user (customer support guy) a complete outlook of and information about a support ticket created. 2) Can also track the ticket details as in, who it was assigned to, assigned date, assignee, where did the ticket origin from. 3) Support people are awesome too, have had no issues which they couldn't fix till date. But also didn't have many issues. 4) The chatting system is incredible. The huge bubble of active users, the details of the users which are chatting with you in realtime, multiple ways to reach them back if you cannot take the chat currently is pretty good too. 5) We haven't even started working on its API yet, from the looks of it, it seems really good and interesting.

Cons: 1) Only thing that bothered me is that even with paid services you can add only few people as an agent (customer support guy). Had they had no limit on adding multiple agents or maybe a little generous limit then this would have been the best software for me.

Started at the bottom now we here.

Apr 04, 2018
5/5
Overall
3 / 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: I like the ability to have any support request ticketed as well as have our support documentation hosted on the same platform. A lot of the new features (2017+) that are available with Zendesk make it well worth the cost for supporting our apps and support documentation.

The tickets are easily searchable and I really like the ability to submit as pending if there's an outstanding issue in support. This allows us to provide a better value for our customers since our team is able to see what's pending/outstanding if they need follow up help.

Cons: Initially things were a bit hard to get used to. Usability wasn't very clear. It would have been awesome if 2 years ago we had the ability to connect to slack, as at the time we didn't have a way to respond right from our email client. These issues have since been solved.

Overall: The ability to serve our customer support inquiries with a valuable ticketing service that helped our support team stay on top of issues. We were able to sort these issues by urgency and follow up with customers who may not have had a great experience.

We received a lot of valuable feedback via Zendesk.

Great solution for any IT dept

Apr 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: So at this time my company uses HelpSpot for our ticket system. The company I was with before used Zendesk and it worked out great. Was very easy to use like most ticketing systems but I liked the way the interface was set up. Straight to the point. I miss it

Cons: There was nothing to not like about Zendesk. If it was possible I wouldn't mind using it again very easy to use.

No longer the cream of the crop - too many alternatives out there now.

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

Pros: Hollistic system that brings everything together, from Livechat, to FAQ management, lead tracking, the lot.

Cons: The allure of Zendesk has been lost to the sheer volume of other, cheaper, easier to use options out there across all the key elements. Zopim chat was the only reason I used Zendesk, but now don't feel the need to pay for anything else.

Good idea for a phone

Apr 04, 2018
3/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: This is easy to have and is cheaper than most other brands. And you can have multiple users under one account and multiple brands.

Cons: We don't really like this software as it is very confusing to use. We haven't really had any training sessions that have helped.

Zendesk, Does what it needs to do

Apr 04, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Its features and functions and Its dashboard design + Its helpdesk and chat is awesome and more than someone needs

Cons: The seperation of systems like Helpdesk live chat etc which they do to earn more (Acceptable though) Makes it a bit tough for people like me.

Overall: The people really liked the helpdesk system and gave me 5 star for my codecanyon script's support thanks to zendesk

Very good product

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

Pros: Easy to install and use
User friendly
Customisable so you can create boards just like you want them
It allows you in an easy way to follow up tickets you create

Cons: Really nothing major may be; Too many notifications
Bit costly
Mobile version is not perfect yet

Zendesk does what it says on the tin

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

Cons: We trialled the Zendesk service offering in one of our US subsidiaries. We had several issues regarding Zendesk's interactions with our other workflow components

I have been using this software for 3 years now and feel it has more advantages over disadvantages

Apr 03, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: Ease of use is first, the customer service can definitely be improved as they prefer more to share article links rather than explaining things. The marketplace has nice apps. The working of help centre is a little complex, particularly language related things.

Cons: I will mention what can be improved.

1) Customized report generation can be simplified
2) Help centre can have many more functionalities
3) The community can be improved, it has many limitations
4) Price per agent is more
5) When someone has purchased a licence, marketplace apps should be free

Best tool out there for customer live support

Apr 01, 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: 8.0/10 Not
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Pros: Has been using Zendesk Chat for long time. Offers the best features in the market like live tracking, automated triggers and reporting.

Cons: Nothing as of now. It has lead to increase in customer response and also has been profitable for us!!

Overall: Increase in customer response and also has been profitable for us.

Makes customer support more efficient

Mar 30, 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: We like the ability to assign and cc different individuals.
We like the simplicity of the user interface.

Cons: After adding more users and features it can be slightly costly

Changed our CS game!

Mar 30, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: Our CS leader brought on ZenDesk for customer support and success and it's changed our world in terms of communication with users and data.

Cons: Some parts of it aren't as intuitive - like adding 'articles' to the events page we created. A few steps seem unnecessary.

Customer Support at its best. Cloud solution makes deployment a snap.

Mar 29, 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: Administration is very easy, great help section. Dashboard allows you to have all relative information quickly available. Reporting functions are very good. Definitely would recommend.

Cons: None, having used several previous support ticket systems ZenDesk is a setp Above any of our previous solutions.

Overall: Allows us to quickly receive and manage Customer Contact information and support requests.

Capterra-loader

Enables us to have a better communication with customers

Mar 28, 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: We've been using Zendesk for three years and it never let us down, working as a simple webchat in our website, or a effective tool to create and solve support tickets. Can't recommend it enough.

Cons: The admin panel interface is not that great, but it doesn't get in our way. Maybe it could be offer translation to portuguese, since it's our main language.

A good software to build relationships with your customers!

Mar 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It offers reliable service with complete features designed to help your company build better relationships with your customers. Their omnichannel support offers simple, yet powerful solutions that make it easy for customers to engage with the business. You can chat, talk, the support is good. In general I recommend this software.

Cons: It should be a great idea to change the interface a bit, I mean, more options to the final users like colors, grid, and things like that.

A very easy way to deal with customers

Mar 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: The best thing is that the program fits your needs and is very easy to use. It's a great way to keep up with the attention of your customers.

Cons: The mobile version could improve and the notifications could also work better. There are not many things that I dislike about this program.

Zendesk is my main portal for client communication.

Mar 27, 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: 9.0/10 Not
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Pros: The ease of use between multiple agents makes client communication much easier. Sharing tickets far better than email!

Cons: The biggest con is the formatting of emails is removed once sent from the end user, making it difficult to communicate at times.

As a user, ZenDesk is great!

Mar 27, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love how easy it is to submit tickets to my IT dept from ZenDesk. I always get an auto- reply shortly after and it's set up so in a way that makes it easy to stay on track of tickets submitted.

Cons: I don't have any real cons as a user, rather than an admin. I've heard that some IT users had a it of an adjustment to make when first learning the program.

Overall: Ticket submission to IT

Zendesk is a nice tool to manage customer support

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I have used Zendesk for many years and it has been an excellent service to manage customer support teams.

Cons: The data export is not ideal in the way its formatted for deeper analysis. They could provide better export data.

Free tier is great

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Having tried many alternatives, we decided that Zendesk was the right choice for us simply because of its ease of use and its integrations

Cons: Zendesk have split up their services into different sections so you may end up having to pay for things that other companies would include all under one roof.

Good tool to manage my customer issues and questions about my product

Mar 27, 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: 8.0/10 Not
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Pros: Zendesk is a good centralized tool to keep the tracking of my customer questions and doubts about my product. We can easily do administration and customization of custom fields.

Cons: Some user experience could be improved regarding the interface to bulk delete users, we also should have a bulk delete for companies. Some basic iterations should be reviewed because it doesn't have the best user experience.

Overall: Customer centralized issue solver software

Capterra-loader

Zendesk is the best ticketing system out there

Mar 27, 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: The customization that can be done with Zendesk is amazing. Being able to customize everything from the fields to the forms, to who can see what fields is perfect. Ever since we implemented zendesk we've been changing and building our forms, setting up the guide page with faq's really helps the user

Cons: Sometimes purchasing licenses can be a pain, but it is getting better. The other downside is you can't reuse a field name on a different form. Not a huge deal, but can get a bit annoying.

It has been very helpful to our company

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: helps us connect with our clients and manage their questions with ease. We can add internal notes so that we can keep track of it notes pertaining to the tickets

Cons: mmmm nothing that I can think of. goes down at odd times (not that often though) I really don't have anything that i wish was better

Great CRM software

Mar 27, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I had a short experience with this software and what a liked the most was the live chat. Customers liked the attention.

Cons: It has a lot of feature available so it was difficult sitting and learning how to use it at first, it all got better with practice.

Excellent platform for sale in mid-size companies

Mar 27, 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: With this program it is easy to solve our problems with customers, it keeps all the tracking from the very beginning of the issue to the end. This allows us to integrate with several other applications. Easy to use and track items. It is easy to filter tickets by categories and extract information for filling out reports. I recommend trying this software solution for a great way to track your company's support and view chat requests from your company. It will be enough to simply monitor the priorities of your customers, and they will understand that you are always the leader among competitors. This platform allows me and my team to store all information about our customers in one place, so communication with customers is effective and personal.

Cons: It seems to me that the navigation and search processes on the software can be better. Also do not like the high price. The best features are only available at higher price levels. Also I think that for new users it is necessary to conduct training, otherwise it can be difficult to work efficiently at once.

One of the best support services, as for me

Mar 27, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Integration with almost 400 third-party services (it was at the beginning of our work with this service, now probably even more). Since I'm doing analysis, I really like the powerful capabilities of outputting reports. Zendesk is easy to use, especially if you only need basic functionality. For the convenience of users, there are applications for mobile devices based on iOS and Android. Applications support instant notifications about incoming tickets, as well as about changes and added comments. You can also connect a cloud-based file store and store megatons of files from users. Zendesk allows us to customize our forums and create a detailed information about the product. Due to the low cost of the basic functionality, Zendesk is great for small teams. Everything necessary for the operation of your support service is immediately after registration, and you do not need to spend time tuning. For large companies are offered rich opportunities for integration with other services, flexible business process settings, etc. Although it takes time to use them.

Cons: It would be more convenient for me to see information about new messages in the top menu, of course, you can set up email notifications, but it would be more convenient in my opinion.

Beautiful Insights, Intuitive Design

Mar 26, 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 recently had the opportunity to test ZenDesk as part of a trial version to review its capabilities. I was blown away at how easy everything is to manage. The customizable support workflow is fantastic. I highly recommend it.

Cons: I really didn't have any major complaints. I've heard other users complain about ZenDesk's customer support, but I can't speak to this personally.

Great way to track company's support

Mar 26, 2018
5/5
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 easy for users to write and answer tickets within the system. Customer support is readily available if you need help with your account. Tagging ability makes it easy to view tickets and sort based on tag. Reports are very useful.

Cons: Too many notifications. It even notifies you when you have completed a task, which feels unnecessary.

Overall: We have many members that log into the back end of our website for updates and this software helps them with issues they encounter - anything from uploading photos/files, posting events, account login issues, etc. Very useful tool and cuts back on the number of calls/emails we receive by keeping all of these types of requests in one place.

Zendesk is good for helping out your users however it gets a bit slow or glitchy.

Mar 24, 2018
5/5
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: -Ease of use.
-Simple design
-Apps that can be added.
-Data tracking tools
-API to integrate with other tools

Cons: -Lacking some features that other similar software has.
-Might get glitchy or slow after a while of use.
-New features should be added.

Overall: Cut down on first reply time.

Great for support. Customers love it.

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

Pros: It's a great platform for support, knowledge base articles, etc. It's an easy and straightforward interface.

Cons: I don't really have anything bad to say about it honestly. I suppose the fact that it's 3rd party hosted could be considered a downside to some companies.

Capterra-loader

Easy-to-use support application

Mar 23, 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: In my opinion Zendesk is a great ticket management application and it is easy for customers to request assistance

Cons: It's a bit expensive
I can´t think of many things that I don´t like but sometimes the problem is user training

Overall: It is a very good application to track the problems of users

Zendesk users

Mar 22, 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: Zendesk makes trouble tickets easy and simple, it's user friendly and tailorable to many uses for the organization. Tying chat to email is makes it more user friendly.

Cons: I cannot think of many cons for Zendesk, it integrates well into our systems and provides quick responses.

Great tool for live chat on website

Mar 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Pereless uses Zendesk to monitor and respond to client issues. The software is easy to use from our team and we like having the feature.

Cons: At the time, there are no major functionality issues with the software. We would recommend it to another small business who wants to have a live chat feature on their website.

Capterra-loader

Great!!

Mar 21, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: One of the best software you can use for ticket management, especially for social media. Customer support is the best though, they really helped me through.

Cons: Well the best features are available at higher rates. In the beginning the software was also hard to implement, other than that works well.

Fabulous software. I wish our office used this over spiceworks.

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

Pros: Cloud based- GENIUS. It makes the app run smoothly without ever having to deal with glitches. Also, the reports it generates are on point! Highly recommend.

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.