Who Uses This Software?

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


Average Ratings

614 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

  • 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
  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

Zendesk Reviews Recently Reviewed!

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.

177b6ad48a129edeefad73df0bd247f1

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.

965bb2f7b35ce7cb7c41ea425734ee7e

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.

7d937ed74f1f9cd380d483dc3cc01822

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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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.

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

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

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

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

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

Excellent tool for our customer experience

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

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

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

perfect helpdesk system

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

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

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

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

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

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

Best in business

Aug 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You dont have to go anywhere else if you need a decent KB , Helpdesk and Ticketing system. Everything fantastic

Cons: Very Expensive! You need to buy Professional plan which is 49usd a month if you need customers to attachments upto 20gb when they raise tickets otherwise Essential plan allows attachment upto 1GB, Team plan allows 9GB Another 15usd if you want to customize kb / helpdesk. all in all 64usd for a complete decent system Zoho desk is 12usd a month which gives you all of the above where you can customize KB , helpdesk and also allows 20gb attachments in tickets

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

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

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

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

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

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

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

Great tool that has some room to grow

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

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

Overall: Customer/Client ticketing system.

Its a complete helpdesk solution for any scale of business

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

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

Overall: Easy handling of customer tickets

Thumps up for features and customer support

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

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

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

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

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

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

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

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

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

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

Too many problems with Zendesk

Jul 11, 2017
1/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
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Pros: easy to navigate and use once you get use to the layout, super easy way to stay organized, nice to customize

Cons: 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

Like a broadsword, or an "artsy" film: Powerful, but often hard to grasp.

Jun 29, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Comments: It works well, just tough to get going. I have been using it for months and I am still unclear as to many aspects of the program.

Pros: The tremendous level of granularity that one can parse support data down to. It makes our individual metrics reporting a breeze.

Cons: The horrendous level of granularity that is available for creating custom views. the standards do not show the most pertinent information to me, but when trying to create a custom, I get lost in the options and how they are sorted. If I want them sorted by a particular metric such as "who was the last to update" I don't know why there would need to be an Ascending or Decending. Then I get confused as to which was which, so some of my views need to be re-ordered by clicking one of the columns at the top every time I use it. I am sure if I took the time to learn what every one of the 75 column options are I would be able to sort it out no problem. But in the words of Sweet Brown: "Ain't Nobody got time for that."

Zendesk: Great for management, awful for users

Jun 29, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: For all my frustration with Zendesk, The reporting is great, the guys upstairs will love it. I'm just really unclear why ZD doesn't seem to care about their actual users. I'm guessing the answer is that users don't pay the bills, the people printing the reports do. Some alternatives to consider are Help Scout, UV Desk, or fresh desk, which are all better UI-wise, but have worse reporting... You'll need to pick your poison.

Pros: Fantastic Reporting Great ways to track ticket priority Integrates with most major software Scales with you as you grow

Cons: Not at all user friendly for the Rep Tons of UI decisions that will make you pull your hair out, ranting "Why did they make it this way!!!" Merging Tickets is a Joke The Search is a joke Reading inboxes is impossible unless you download a third party chrome extension that color codes (Pray you use Chrome) Many things can happen to make customers see secret notes or even emails from other customers All these things "could" be avoided, but only in the same sense that a driver "could" go their wholes lives without getting in an accident... It's better to have the insurance

Zendesk is very customizable and gives us lots of flexibility to use it how we want!

Jun 27, 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: How you can make it look like how you want it! You really can move things and adjust certain apps and have it work for you

Cons: Doesn't really have the best flow. Merging tickets can have a better workflow to them, and it isn't completely worked out the kinds

Easy to configure, administer and use

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

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

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

Overall positive, and overwhelming in a good way

Jun 21, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Versatility, we can build out whatever we need easily. And with the marketplace available in product it is very easy to see what other people added as they needed it

Cons: Moving from Helpscout, every process is about 3 clicks to 1. The added features have bogged down our support staff to an extent

Great software for Customer Support!

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

Awesome management of tickets and projects

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

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

Overall: Organization and efficiency

Solid Platform, Easy to Use and Setup

Jun 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Simple to setup, use and administer the system. Our agents enjoy using Zendesk and it doesn't take long for them to figure things out. The support is good and I've never had a problem resolving issues. We use Zendesk Voice which is a nice product.

Cons: Its not cheap but you get what you pay for. I am on the professional plan but the enterprise plan gives you light agents which is basically an agent that only talk to other agents. I think that should be offered to at the professional level as well.

Zendesk Chat plugin for Wordpress

Jun 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: This plugin lets you manage several conversations at once, so you can always be present for those site visitors who are most likely to convert. With premium (paid) you can set up triggers that let you reach out to every visitor automatically, so you¿re more available to hold in-depth conversations with serious prospects. You can use the chat system on your mobile device thanks to dedicated mobile apps and you can use the included analytics to assess how visitors use your website. You can also easily customize it to reflect your site¿s design and color scheme.

Pros: A free subscription with Zendesk Chat allows one chat agent to handle unlimited chats, though restricted to one at a time. If your website is small, this live chat plugin may well suffice.

Cons: Not too much to complain about, but the free version is limited. Premium access costs per month. This also unlocks cool additional features like chat triggers ¿ chat triggers let you specify certain conditions for the chat box to auto-launch, such as if a visitor is stuck on a page for more than a minute.

Review for Zendesk

Jun 08, 2017
4/5
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: Very flexible system for managing support tickets to be handled by agents in different queues or different specialties.

Cons: Setting it up was a challenge, I needed to bring in our tech team and test many settings before rolling it out. But later it would be simple

Zendsesk is a very powerful ticketing system

Jun 07, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: You can do a lot of things with Zendesk. It is also easy to use and navigate. You can do a lot of reportings

Cons: reportings are nice however they can improve how to create these easier. other than that it has been very powerful

Zendesk is a powerful ticketing system

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Zendesk has effectively streamlined out ticketing process, and continues to be a powerful tool for my organization.

Pros: Automations and Macros are a huge bonus for taking out the manual steps of moving tickets and setting up canned responses. You can integrate forms to fill out required fields in your tickets. It has greatly reduced our processes for ticket management, and has made life easier for our day to day users.

Cons: The only con that I can think of is that it's a bit pricey on an user basis. Dropping the price per user would make it a complete win win in my opinion.

An improvement on Salesforce Desk, great ticket system

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

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

Zendesk Keeps Our Team Organized

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

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

Excellent system to help support our company

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

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

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

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

Zendesk, I quality product but there are better options.

Jun 07, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Good base functions Easy to use Easy to operationalize Easy to implement and train Zendesk has some great initial features (base features) and is easy to setup and to use.

Cons: The cost is too much for most companies to absorb for the functions available. Some functions should be included in the base product but aren't.

Great support product with truly great support

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

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

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

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

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

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

Because of Zendesk our team provides great support

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

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

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

Dreadful support provided by a support provider

May 21, 2017
1/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: There is clearly a problem with this outfit. I have explained my problem several times to their online chat and have never been contacted

Pros: cheap and cheerful including an app nothing else remarkable.

Cons: 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.

Focused on innovation

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

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

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

Ticket automations are a god send.

App integrations are also very good.

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

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

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

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

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

Good Email Alternative

Apr 25, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: We use this email solution daily and helps with high volume of emails. Our customer support team can easily navigate the system. The ease to assign to other reps helps us keep track of what needs to be done first.

Pros: Macros are a plus. Chat function is easy to use. Nice filtering system

Cons: Take some time to get it back running once their servers go out. Had to wait over 2hrs for them to get back up which delayed our work a bit.

Recommendations to other buyers: I recommend it for a smaller business.

I found it very useful

Apr 23, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: The bes thing is that it is web-based service and it means users or group of users can work from anywhere. The overall interface and design is extremely user-friendly. Features are working perfectly.

Pros: Easy to setup and use Lovely design Cloud-based Mobile version

Cons: Bit expensive FAQ section for customers would be great Import function is difficult to use

Recommendations to other buyers: Zendesk is being highly suited for small companies. But it can be helpful other companies.

Love Zendesk

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: My company used ZenDesk as a ticketing system. It was user friendly. Searching for older tickets was easy. Made my job easy.

Cons: Can be a bit pricey depending on your needs

Senior Business Analyst

Apr 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use, customization to business needs, integration with Good data for visualization easy exporting for analysis.

Cons: Can be tricky to use its API for integration with already existing analytics tools and has a few attributes that are captured in Good data but not in app

Improves team efficiency and customer service quality

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

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

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

Great way to track tickets

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

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

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

Zendesk is AMAZING

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

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

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

Easy to use and very helpful staff.

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

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

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

Easy to use/collaborate, track issues

Apr 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Comments: Very happy working with team to keep track of IT / tech questions. Keeps everything in one place, clear labeling of tasks.

Pros: Statistics (average amount of time to respond to and resolve an issue); clean interface

Cons: Email notifications can be somewhat confusing; takes a little time to get used to labeling process.

Zendesk Review

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

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

Zendesk: A study in IT frustration

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

Cons: Too pricey.

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

Very satisfied

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

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

Awesome way to streamline customer support!

Apr 04, 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: Dynamic software for many team members to to quickly respond and be organized with customer support. The design is clean and simple and customer love that communication can be within their inbox.

Pros: simple and clean design. great cost. easy for multiple team members to use.

Good ticketing solution without much fuss

Apr 03, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I like this solution a lot, very user friendly with a powerful engine in back for tailoring routing rules and triggers. We have been using ZenDesk for a few years now and are very happy with it.

Pros: This is a flexible tool for managing support ticketing. Manual or auto assignment of tickets based on business rules means that it can be a fairly set and forget configuration. Email and notification triggers and personal queue views are just some of the valuable features I appreciate.

Cons: Analytics could be better

Good review for ticketing system

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

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

Zendesk is useful!

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

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

Happy user

Mar 15, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: As a user, I am happy about using Zendesk. It's easy to get help on the go, you get the ticket and am able to follow up on these problems. I am not an administrator, but happy about being the end user. I would recommend more companies to use it as it familiarize the end users.

Pros: Easy to use

Cons: Sometimes you feel that you're ticket gets lost, but on the other hand you can follow-up on that fairly easy

Great resource for startups

Mar 14, 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: 8.0/10 Not
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Pros: Makes the process of pleasing customers incredibly streamlined. Our users don't have to worry about having a hard time reaching us!

Cons: It's pretty great all around! I'd recommend to anyone - not sure how it works at a larger company, but great for startups at least!

Easy to learn - ease to set up

Mar 14, 2017
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: Moving from an internal and inhouse solution to Zendesk made us able to focus on other thing than maintaining and also much more easier for employees to start using it

Cons: There are problably cheaper options out there, but still much more cost efficient than what we hear earlier.

Constant Innovation

Mar 13, 2017
5/5
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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Comments: I've been using Zendesk for the last 4 years. I can personally attest that they are on the forefront of their industry. Competition beware, Zendesk is changing the game and taking over.

Zen desk is a good way to simplify support

Mar 13, 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: 6.0/10 Not
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Comments: My former employer used Zen Desk for sales order automation support. We had previously used a system that was designed in-house, but it was cumbersome and unstable. When we switched to Zen Desk, we were surprised at how easy it became to create and track support tickets, and we didn't have to worry about frequent system errors.

Pros: The software was very stable, and never caused any crashes or suffered outages.

Good software, terrible support

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

Cons: Terrible customer support.

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

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

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

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

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

Improved coustomer feedback

Mar 12, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Helped to save time, resources and improve B2C relationships

Pros: Easy to manage, and initiatives for the customers

Good but has problems

Mar 12, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Really good customer management. Really easy to acces and really easy to find what you need. Great UI too.

Cons: No spam filter for request. Sometimes my mailbox is filled with spam created by spam users who send in help request

OK, BUT NOT GREAT

Mar 12, 2017
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: EASY FOR THE CUSTOMER TO USE, ESPECIALLY ONCE ITS BEEN INTEGRATED WELL. THE UI IS PRETTY GOOD AND SIMPLE AND MET OUR NEEDS.

Cons: SLOW... PAINFULLY SO. HARD TO TUNE FROM THE ADMINISTRATOR SIDE OF THINGS. ALSO, IT'S EXPENSIVE FOR WHAT IT GIVES YOU.

Zen desk review

Mar 12, 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: Easy to use and search past tickets. Makes my job easier and I can help customers much faster that way.

Cons: Maybe needs more search fields. For example, city, first and last names, etc. Overall, search is ok, but could be better.

great ux, poor for community management

Mar 03, 2017
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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Comments: Not the cheapest solution, but definitely reliable, complete and well designed. We use it for managing multidepartments / multi company help desk we around 80 agents and we are really satisfied. We switched from Smartertrack. I also like their APIs to connect Zendesk to our CRM. We tried Zendesk also as a CMS for FAQs, user manual and to build a sort of users community, but I would not recommend.

Pros: user experience, design

Cons: content management features

Recommendations to other buyers: I've not evaluated Freshdesk which now seems good also.

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

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

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

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

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

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

JT review 2017

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

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

Great product

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

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

Excpetionally Average

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

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

Made my job easier

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

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