Who Uses This Software?

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


Average Ratings

1489 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $5.00/month/user
  • 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.co.uk
  • 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
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics
  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • 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
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment 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
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • 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!


Capterra-loader

Great software, terrible support (ironically); Hope you don't have to leave

Sep 06, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Pros: Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Cons: Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Overall: Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you).

I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Capterra-loader

Quick and easy implementation to my Support Center

Jul 26, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center.

It allows to automate response to our customers. Also, customize the tool according to the type of company.

From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished.

Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web.

What I like most about Zendesk is to be able to automate the responses to clients and macros.

Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service.

I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

Cons:

Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational.

We as a client can add response times, and define with a category that is requirements or request and that are incidents.

Next, what features Zendesk would need:

* Add response time according to the type of requirements or request.

* Define type of requests and incidents

* Get graphs by type of incidents

* Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers

* Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level

* Have a video call

Overall:

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.

Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations

Clean and user friendly!

Mar 09, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Pros: My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Cons: I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

They used to be good

Aug 04, 2016
3/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
Likely
Extremely
Likely

Pros: I can add custom fields, Automate workflow, limit access to fields based on permissions. They have an interface for the iphone and it integrates to their bug tracker. Our customers have their own portal for access and I used to be able to create reports, charts and dashboards.

Cons: Things come and go in the UI. Most recently they removed what they call support for fiscal years. In reality you cant create any report or dashboard with data that exceeds 180 days. So now all mine are missing data from earlier. Their solution is to export everything to excel and combine it there. Of course I could create reports going back 4 years in 180 day chunks but not much point of not in one place. They have a new user interface that is coming out which actually make navigating the software slower. They removed a the menu header that let you jump around in the software in favor of tiered droplists to move around. One key piece that has always been missing is the ability to put the tickets age into a report, Seems like basic stuff. Also, their customer support typically takes a day to respond of they respond at all.

Overall: We have had ZenDesk for almost 4 years now. The value is good for what you pay for but they continue to make very bad changes without telling you. Functionality disappears and they have always lacked some key metrics for reporting.

Recommendations to other buyers: I used to love them but with their constant changes and slow customer support make sure you really check them out before moving your business to them. I believe their core problems are in product development. They may just have so many different apps that zoho support isnt important to them.

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

Jan 31, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow.

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

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

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

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

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

ZenDesk Makes Managing your Support Efforts a Simple & Straight Forward Process

Jun 21, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: ZenDesk makes it easy to manage your Support/Customer Service queue, offering a user-friendly dashboard, custom modes for communicating with users/customers, and bench marking statistics, both within your team and against industry averages, that help you understand how you stack up against other team members as well as competitors. With such a vast database of industries within their portfolio, ZenDesk has been able to optimize their system, helping businesses across the business spectrum. Have used this software in different industries, and it is responsive to all types of Support communication. Also gives businesses the ability to customize their system, which allows for a great feel/branding opportunity in some cases.

Cons: There are times when the software can be so user-friendly and intuitive that you feel as if you're missing some functionality. While support typically consists of straight-forward communication, there are times when incorporating additional agents in real-time would be helpful in more of a live chat setting as opposed to the "email" template where most communication takes place. That's not to say collaboration in ZenDesk is impossible as that's not the case at all, but it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).

Zendesk is a simple and easy to use support ticketing system that can be used by anyone.

Aug 02, 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: 8.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk has always been one of the go-to solutions for helpdesk software, but they've really streamlined their system over the last few years. It's simple and easy to use with straightforward options for even those who are new to using a helpdesk system.

Zendesk is basically an email support system, where all emails sent will be routed to your Zendesk dashboard and show up as support tickets. Tickets are tagged with its own ID and even cross-referenced to see if a particular sender has submitted any tickets prior, so it's easy to check through the support history.

There are also pre-defined responses, allowing for quick and easy replies for typical queries.

Of course, these are actually what you might believe every helpdesk system should provide, but you'll be surprised at how much you have to pay and that some don't even have these options at all. Zendesk is actually very affordable and is easily scalable.

Cons: Zendesk is great when it comes to providing the basic needs for most when it comes to a support system. However, additional useful features come at a higher premium, and certain features like chat support is actually not directly integrated into a single dashboard.

Capterra-loader

Hands down the best support ticket system available

Feb 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received.

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

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

Capterra-loader

excellent tool, very useful.

May 09, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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

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

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

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
Likely
Extremely
Likely

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.

Simple to use ticketing system!

Mar 07, 2016
5/5
Overall
5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk makes it really easy to organize all requests you receive from your in-house team to outside customers. Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros. With Triggers, your able to automate activities to happen based on certain criteria. For example, if a ticket gets submitted with the word "Help" in the subject line, you can program Zendesk to assign it to a specific person and to reply to the submitter with a message. Automations function in a similar way but are timed instead of instantaneous. 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 that increases company efficiency. It also has a Help Desk (customer forum / QA) section that is available at a specific price tier that could save you time.

Cons: I really wish that time tracking was available for all pricing levels. It's not worth it for most teams to upgrade to the top tier of pricing just for one simple feature. Also, the reporting feature is not very thorough. This would be extremely useful if more attributes were reported on.

Recommendations to other buyers: There are many different ticketing applications out there. Many are built into CRMs. If you are using a CRM with a built in ticketing system, I would take a look at their software first. If this is in the case, Zendesk is the best system in my opinion. There are so many ways to automate and organize Zendesk that no other software can come close to.

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
Likely
Extremely
Likely

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.

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

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

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

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

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

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

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

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

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

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

Great tool, lot's of options.

Jul 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
Likely
Extremely
Likely

Pros: I started with Zendesk reluctantly, because I wasn't to thrilled about their design and some features that are a little bit less than obvious, but once you get a hang of it, it's a total life saver. I got a first year free for my startup thanks to go.co - thanks a bunch! And I've been using it ever since. I'm a huge fan of integrating stuff, and once again, I was able to easily integrate Zendesk using their API into my consoles and keep track of what's what and who's who. I know at a quick glance who's responsible for what task and who's doing what. Paired with Asana, this is the perfect work environment.

Cons: UI could be a bit better... at least for the newcomers. Maybe they could consider introducing additional features over time, I'm not really sure what the solution is, but it is a bit overwhelming at the first glance, which may make some users unwilling to try it out. With options to jump to knowledgebase, chat and other sections that aren't built for tickets, I've heard my coworkers complain that's it's a bit much.

Great set of features that are constantly evolving and improving, sometimes more than you need.

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

Pros: Zendesk does a great job at constantly improving their product, listening to their customers, and releasing new features to make their customers job's easier and better. From their basic ticketing support, to live chat, talk, and even guides, they really have it all under one roof. They have good tutorials and a pretty active community to get help from if you need it.

Cons: If you want to have something outside their ecosystem, like your own documentation pages for example, it's really hard or impossible to use their features (like their guide) in conjunction with things of your own. Some of the metrics and reporting tools they use are a bit tough to use too. They partner with GoodData for most of their metrics, but they have their own language they use to create these metrics. While there are lots of pre-made options to get many of the metrics you want, creating your own is really tough. You also cannot change how often data refreshes from once a day, so testing your metrics can be really time consuming to ensure you did it correctly.

Zendesk increases the productivity of our support team very much

Sep 20, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: This is a great customer service tool to effectively address customer concerns. Our company published annual feedback of the products we are using for last 4 years and Zendesk was in the first 10. Zendesk introduced the smart ticket changed the old method of answering to tickets by assigning to people manually based on the priority but Zendesk does prioritizing the tickets automatically. History of the supporting agents and the customers will be updated just every hour and the feedback details can be hidden from the support agent to stay confidential. Integration is possible to almost all the products we use at work.

Cons: They updates the graphical user interface without any notification and the users will not be given an option to stay in the old interface if they do not want the new one. The latest update made to the application was just making things little bit complicated. It takes a while to get used to this app for a beginner.

Zendesk review

Jun 15, 2016
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like that it's very easy to track the history of a client and the progress of agents, it makes it very easy to manage the team.

Cons: I think the Helpdesk can be improved, with way more flexibility. Now, you can only go three steps (category > section > article) while we need at least 1 or 2 steps more. It's also too easy to lose articles when translating them in 7 languages, they aren't stored anywhere else and are easy to write over without noticing.

Overall: Overall our experience with Zendesk is good, the system does what it needs to do. I do feel like there are not many changes coming into effect, while there are many things still to be developed. For example sending new tickets to clients look like they get a response on an open ticket, which doesn't make much sense. This has been reported many times over the years, but the issue remains.

Recommendations to other buyers: Listen to your customers! Not sure if you do this already, but we as a SaaS company are trying to focus our roadmap based on what our clients want. Priority is also based on that and really helps us develop things when they are needed.

Zendesk makes support fun

Apr 16, 2014
5/5
Overall

Comments: I am really happy since using Zendesk. I actually look forward to getting support tickets! I develop & sell software to consumers. I use support techs who work out of their home. It's not always easy bringing them up to speed on some of the more complex technical issues. We used to use straight email. I did not get to see what my employees were telling customers, so I couldn't monitor the quality of service, and give the employees training when required. Now I can see what they are saying, and I can jump in and assist in some of the more complex cases. When I answer support tickets, I am more motivated to give detailed answers, because I can refer my employees to my replies, and they can learn. Now that we all share access to the pool of support tickets, we can give more prompt replies, and customers get faster service. Customers are much more forgiving when they see answers in minutes instead of hours or days. When a customer is thinking of buying and sends us a question, he is more likely to buy if the answer comes back in minutes, and he is still in a buying frame of mind. I love being able to tell at a glance the status of all our outstanding support issues. The Markdown codes enable us to use typographic features to better lay out out replies, making them clearer and more easy to understand. I like the email format that Zendesk uses. It is the most natural and convenient way to communicate with customers. I like that customers don't have to sign into a ticket management app if they don't want to. We tried using a Support Forum so that customers could get access to all past support answers. That did not work out, as some disgruntled customers left nasty and overly negative comments for all to see, which would discourage prospective customers. I am going to tell all my software developer colleagues about Zendesk. Now if you could add Tables to the Markdown code, Zendesk would be beyond perfect.

Pros: The Infusionsoft integration is fantastic. One click and I can tell what my customers are contacting us about. (We make a dozen different products. They think we can read their mind :o)

Cons: Sometimes the Infusionsoft app loses the link. I have to Sign Out & log back in. No big deal.

Affordable and simplistic help desk ticketing system

Aug 04, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It was clean and simple and it allowed you to be as complex as you want on the back-end of the system, while only showing as much info to the end-user as desired. If you needed some special integrations or features, Zendesk most likely had something to offer, but the best part about Zendesk is how simple it is because it makes you really focus on the work and not waste time inside the ticketing system itself or doing any other workflows that may be necessary with alternative software options.

Cons: Zendesk feature request team did not seem to have much power over what features get implemented and which ones do not. Their support was great, but I found dozens (if not hundreds) of simple feature requests that had been open for multiple years.

Overall: Helps everyone focus on the work instead of the work order creation process or any other oddities in the work flow that is created by alternative ticketing softwares.

Capterra-loader

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

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

Pros: This tool works as a great ticket management system. You can link an e-mail address that you set as your support address and any e-mail received will automatically generate a support ticket on it. From there, the support team can either reply straight away or assign the ticket to any other member team that would be able to reply to it.

Tickets can be marked in the platform as Open, which is the status that they will automatically have when a new message is received; as Pending, when you post a reply to it or acknowledge it; or as Closed when the ticket is resolved.

The platform also provides statistics on how your support team is performing so that you can see reports based on the average first reply time, or the satisfaction rating from users.

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

Excellent customer support tracking and great workflow management

Aug 06, 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: 8.0/10 Not
Likely
Extremely
Likely

Pros: When it comes to finding answers, it's awesome that their customer support can be reached in a number of ways including email, phone, web,chat and social media. There are also community forums both private and public which we decided to join to participate in discussions that help us have a better understanding of how to maximize the software's potential.

It's an simple yet excellent support ticketing system that gives us the ability to automate and customize responses to clients and macros as well as the customer-facing user interface.

Cons: There have been occasional outages especially when the support team's internet experiences some problems. But this is not really to the point where it has greatly disrupted any part of our operations, because we are usually able to work around these problems by using the Zendesk apps for mobile.

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
Likely
Extremely
Likely

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

Capterra-loader

Gets the job done. Gives a simple and easy interface for clients to use.

Aug 16, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Best feature is being able to add internal notes that are only visible to members in a specific group. I've used this to document findings or reasoning behind choosing a solution.

Also, the ability to have the clients email a help desk item, and have that email come in as a message helps keeps the conversation all in one location.

Their search functionality also works very well.

Cons: File size limitation (I believe it's 1MB at this time). We've been forced to hold screenshots elsewhere (e.g., Dropbox), then creating a link which we then paste into the help desk.

Finding macros is extremely difficult. I know that there is a way to view all help desks that you are cc'd on, as I have the URL saved, but I cannot find it anywhere in their control panels.

Overall: Zendesk gives us a way to manage multiple projects, and also an interface that's easy for clients to use!

Capterra-loader

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

Feb 06, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk offers the ability to take your helpdesk with you and untethers you from your desk. The smartphone app works well and most tickets (in our case) can be dealt with via Outlook integration.

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

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

If you need a simple system it is affordable.

It's relatively easy to implement.

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

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

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

Overall: Knowledgebase, tickets, satisfied users.

Zendesk is the ULTIMATE in customer support tracking

Jun 07, 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
Likely
Extremely
Likely

Pros: From the ability to integrate with an unending list of other apps to the management of different departments, Zendesk allows us to provide the best customer service possible for our clients. We have set up multiples departments for IT support, Sales, Billing, and Integration, and are able to assign managers to each department to oversee tickets and view reporting on how timely and accurately issues are being handled.

Cons: If I had to come up with something I like least about Zendesk, I guess it would be the cost. They are proud of the product they have created; however, I hesitate to say that because I have no problem paying for the product because of how incredible it is and feel like it's well worth the cost.

Overall: Ticket tracking, chat support, phone support, the ability to categorize clients by organizations and internal department, the list goes on and on!

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
Likely
Extremely
Likely

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.

Capterra-loader

Awful tech support

Sep 10, 2018
2/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Maybe the only "pro" is the ease of setting it up. Otherwise, pretty much standard request tracker with the same features as all other competitors have.

Cons: It's very annoying, that a suspended agent is still taken into the license account (and Zendesk kicks out a legitimate active Agent randomly).

Overall: Counting days till our subscription expires, after that there is no chance in hell I would proceed with the software.

TERRIBLE customer support, who does not give a single damn about Level 1 - Crirical problems.

We've switched our subscription to monthly billing, and they were happy to charge a monthly fee. However, right after that they attempted to charge our subscription (the same one) with an annual payment we used to have before the change. I mean, it's ok, there are issues in software an all, BUT. I've reported the issue to them and very quickly got an answer " I'm going to go ahead and send this ticket over to our Finance Ops team. Someone from their team will be reaching out soon!"

Five business days passed, I reached out to them four times, they promised to "escalate the issue" and guess what? They attempted to charge the card for the annual payment for the third time, no answer to my ticket meantime.

So the overall impression is - run from Zendesk as fast as you can, luckily, there are a plethora of similar solutions out there.

Love it! When it comes to managing (agent) workflows its flexibility has no parallel

Jun 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like the way it organises tickets and the multiple options you have for creating, processing and work on them.

One of my favourite things is automations and triggers they are simple but very powerful and can be used in combination with extensions and other features which gives you so much flexibility.

Another thing that I really like is the support for Liquid markup. That way from a same trigger/template I can cater for different use-cases making triggers and workflows easier to maintain and much more powerful.

Cons: The lack of a native round-robin assignation (which can be overcome though) and Guide could do with more levels for categorisation (currently only three levels are supported - category, section and article).

Overall: in a nutshell, it makes my day to day work easier :)

The perfect tool when working with costumer support

Jul 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: This great looking app just makes my work so easy. Easy in every way as it allows me to always be in touch with the clients almost in real time. I love the fact that is so easy to create, ask, share and report work tickets. For me, this has been the greatest costumer service software I've used. To be able to also enter my coworkers tickets and take a look at their work and the way they respond has helped me improve a lot. I can also merge tickets, send emails, listen to voice phone messages... You name it. Works great and makes my work so easy to do and improve. Love this app.

Cons: Well it would help a lot to do most of the things that I can on the computer on my phone. Is not a 100% functional if you compare both, and this is something to think about.

Helped us keep track of our responses.

May 17, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Before Zendesk we really had no protocol on how we kept track of our response to customers needing phone service. Zendesk helps us keep track of our responses and sends an email to the customer with a log of the conversation they had with out service techs. Customers can respond to those emails to ask further questions/get more help or let us know if they were happy with the service they received.

Cons: Overall I don't really think there was much I did not like about the software, however we have not used any other service software to be able to compare it.

Overall: We were able to streamline our responses to our customers in need of service, keep track of each issue the customers had and log the information into our customer files. Our response time decreased and our customers were happier with a shorter wait to fix their issues.

Capterra-loader

Zendesk is a must have, top notch, support solution.

Jul 31, 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
Likely
Extremely
Likely

Pros: Zendesks web based or smart phone app Support System is a straight forward, trouble free, support tool that has helped our company provide easy access and availability to our customers in need of Help Desk solutions. Our technicians never miss an update or notification and Zendesks conveniently easy set up has been an essential part of our Team's success.

Cons: I have not run into any troubles with Zendesk. With the cloud platform our only concern would be if our Support Teams internet goes down, but the Zendesk App on our phones cover any future outage. There is never a moment when our customers cannot get support.

Overall: Our company's services are directly linked with Zendesk to provide top notch customer and technical support to our clients. Zendesk is a must have if you plan on offering Support to your customers online.

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.

Capterra-loader

'Zen' captures the effect it has on our support team

Jul 20, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk is a welcome replacement to our legacy/internally developed Ticketing system. A big push for our IT support team was to (slowly) be ITIL compliant, one step closer to that is our move to Zendesk. Plus the UI is really pleasant to use, zen-like not only for admins but for end-users as well.

Zendesk does a good job (at least) for our small business setting. The Helpdesk was put in order with its robust ticketing module, and even our end-users/clients didn't really find it repulsive or difficult when they themselves have to create/update their own tickets.

The analytics tool is powerful. It gives us the data to back up our claims for certain recurring issues that we would request management for a budget to resolve.

Cons: Price is on the high(er) side compared to its close competitors. The mobile app is not very zen-like if I may say. We've reached out to their dev to give feedback, but still no update (hopefully just slow in coming).

Overall: Zen in terms of form and function. It will bring peace of mind to both your IT Helpdesk and to your end-users/clients.

Capterra-loader

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

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

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

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

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

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
Likely
Extremely
Likely

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 is simple and powerful CS software

Apr 20, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: It was my pleasure to work with ZenDesk software. I even help them to translate to Bulgarian version. One of the most important thing for customer service software is the ability to searching and finding information for the person you are serving at the time of communication. It is crucial when this communication is over the phone. Thanks to their outstanding UX support agents are capable to find everything related with the person in no time. Integrations with 3rd party apps are essential but not so important. The thing is WHY these apps are paid? WHY? Why I need to move to the upper level of my subscription to use a specific integration. There is no sense.

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

Capterra-loader

Best Help desk Ticketing system we have used

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The best parts of this product has been:

- Ease of use - Very easy to get setup and working

- Low monthly cost

- Totally Cloud hosted - Nothing to host onpremise

- Lots of integrations - Too many to list

- Simple config - Very easy to setup and create the workflow you need

- Ease of customization - Very customizable for your support and ticketing needs.

- Branding - Grey label branding, can brand most items.

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

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

Neat interface, customization, generally good performance

Jun 10, 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
Likely
Extremely
Likely

Pros: We use this ticketing system for all of our managed services, and it actually replaced an older and more cumbersome ticket system which had gotten unwieldy and slow. Zendesk allowed up to take phone calls from our worlwide networks of customers and partners, and has allows for enough customization to allow for each team to configure their own views and queues.

Cons: Sometimes, with the sheer volume of tickets and customization, there can be a slight performance drag. This is hardly noticeable and definitely an improvement over our last system however.

Overall: Zendesk allows us to keep track of all of our customers and partners, and allows for enough custom script and widgets for our teams to meet their individual goals.

Implementing Zendesk is one of the best decisions we have made as a growing organization.

May 23, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: Zendesk provides effective branding, extensive customization and flexibility of the workflow, ticket views, triggers, and automation to escalate and flag issues as important throughout our organization. Provides managers with metrics and statistics of performance, and ability to review employees' work. While streamlining the client communication process including a knowledgebase/forum. Tons of options to connect with other saas-based apps out there through integrations. (Pairs with Zapier really well).

Cons: Wish we could link users to multiple organizations--though it has been planned for development for some time and I imagine will be available. Their Voice integration using VoIP needs more features (i.e. transfer and group ring) as of 5/23/2013. Search and finding customers in the database can be slightly slower than traditional CRM apps, though I think it replaces the need for CRM for operations' staff.

Overall: We love our helpdesk, and I would recommend Zendesk to anyone looking for a better way of interacting with your customers and providing enterprise-level support away from e-mail. When the cons above are developed and updated (which I imagine they will be), we will have an extremely robust solution. I can honestly attribute Zendesk to the tool that positively changed our interactions with customers. Using e-mail, managers struggle to know or understand clients' needs and how effective support is. And employees struggle with inbox overload and lost issues that don't get prioritized or addressed timely. Zendesk improved our response times dramatically, provides insights into the type of issues and questions our clients ask about, and keeps us accountable to our customers' feedback through integrated client surveys after tickets are "solved".

Great addition to our team!

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The support is superb! Our recent change over to the ZD chat & phone functionality really helped our support team translate information quickly and efficiently. I don't know what I would do without the ZD ticket search functionality - it helps me find past/ongoing issues to assist users in a timely manner - cross-functioning between all departments within our company.

Cons: Honestly, any issues that we have had with ZD downtime (which is the only issue our team has come across in the past) has been resolved within 5-10 minutes. Nothing that I can think of at the moment but I will comment if I do come across one!

Overall: Efficiency & fast communication between departments.

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
Likely
Extremely
Likely

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.

Capterra-loader

I was an early adopter, and I was impressed!

Jul 24, 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
Likely
Extremely
Likely

Pros: I remember when Zendesk first arrived on the scene, and I was in need of some helpdesk software for a new customer-facing project, so I decided to see what Zendesk was like. I was immediately impressed with how clean the UI was, and how at ease it made me feel when I viewed it as a user, while I was setting up the ticket types and options. I understood pretty much right away why it was called Zendesk. If you want a hassle-free ticketing system, look no further. Uncomplicated issue management at it's best.

Cons: This is another one of those products that I find it almost impossible to fault. In the early days, customer support was quite lacking, but that was about 10 years ago. I don't use the software now so I cannot comment on that, but if they're still around, they're doing something right.

Capterra-loader

Pretty good customer management tools

Jul 14, 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: 10.0/10 Not
Likely
Extremely
Likely

Pros: It starts off at a very reasonable price with a decent amount of features for customer management for example of 90% of our paid subscribers who have a problem they boil down to about 3 common issues (2 of which they can solve themselves) since they do not read the TOS/FAQ instead of needing to respond to everyone with the same text every time we use Zendesk to automate email quickly explaining how to solve those issues

Cons: I have not checked out the more advanced features so its hard for me to say that there are cons i will say that i hate pushy salestypes but i wish it were a bit easier to get in touch with their support team and figure out how to setup basics based on my needs

Overall: It automates a lot of common issues we are asked which we would be forced to respond, but Zendesk sends those answers so that saves us time (also since it sends it automatically - readers get an answer right away and do not need to wait for us to answer) - so it has been very helpful with management of support for our paying customers

If some changes were applied, it is just a very good toll.

Sep 22, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It is a customer service management tool. It provides a ready forum with a readily integrated customer support for your business. It can be very important for your business to not only interact with the customers but for the customers to interact with each other, for a better insight. It also offers a free and demo trial with its basic services.

Cons: The various features are somehow not very easily linked which can affect the ease with which the users can access them. Some of the forums are local and limited, therefore, do not allow a wide scope for discussion by international users. The pricing is much higher than its immediate competitors.

We used Zendesk as a HIPAA compliant support ticket system.

Mar 19, 2018
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
Likely
Extremely
Likely

Pros: There is an option to gain HIPAA compliance so that PHI can be shared thru Zendesk. This is mandatory for our business as no matter how much try, patient information is inevitably sent to our inboxes. The system was very easy to use, and came with a surprising amount of support for the tier of service that we'd selected. Simple, intuitive.

Cons: For us the the price was on the steep side, especially for the HIPAA compliant tier. This was our main drawback. We were a very small company at the time and only had 2 on our support staff. Buying multiple seats to gain HIPAA compliance seemed like a waste, although the price did still work out to be lower than their competitors.

Overall: Creating and organizing support tickets based off of incoming emails/phone calls. It gives you the ability to have multiple eyes on a support issue, although for us there was mainly only one person handling these issues. In our case it was used to track issues, see them thru to completion, and track issue types/resolution times on an ongoing basis.

Capterra-loader

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

Jan 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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

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

Prepare to really pay if you want the features and support

Nov 01, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Comments: We used Zendesk for our support desk for several years. It's not the cheapest solution by any means, but has a professional polish that helps to mitigate the cost. The feature set is broad, and the dev team is actively working to expand their functions and integrations.

Pros: - features - multiple channels - ease of use for customers

Cons: - discontinued the support widget we had embedded in our website software - higher levels with more features are prohibitively expensive - exporting your own data requires upgrading to a high subscription level - many seemingly obvious feature requests have been ignored for years

Recommendations to other buyers: Zendesk is probably best suited to larger organizations with a lot of team members who are able to maximize the use of the expensive feature set.

Great experience using this product. No issues were missed!

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

Pros: Zen desk made service tickets for our applications come in in a timely fashion, and allowed the ability to connect with the end user directly through the application. It allowed us to categorized the tickets into subject matter as well as priority. Allowing us to deal with highest priority tickets first. Also allowed tickets to be assign to specific groups or individual support staff. making sure they are assigned to the appropriate staff to solve the issue. Flagging the tickets was great as well, it allowed to be flagged that it is in process as well as completed. once completed they were automatically moved to a different folders which was great as it allows you to view only the active tickets, but as well go back and reference the old ones if needed.

Cons: It required a queue manager to assign the tickets to our support staff, which is usual, but if someone doesn't do it regularly tickets could be lost.

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
Likely
Extremely
Likely

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.

Capterra-loader

Zendesk does a few simple things very well, and that is why I recommend it often.

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It's setup is easy and allows you to cover many of the inquiries and questions your customers, have, without creating web pages you have to update. I've also used it for employees and outsourcers on long running projects to cover their questions. People ask the same questions, it's their nature, and Zendesk allows you to automate the responses. It also provide accountability to inquiries so you can follow up and have a trail to make sure that the inquiry was addressed, and if not you can fix it.

Cons: There is very little I don't like about Zendesk, except perhaps it's an older software that is mostly text based. So it looks the same on every site, which in a way is a benefit but in a visually driven world, text based solutions can lose people's attention. While I don't think it has to be graphic, by being so text based it is a strength and a weakness, and if you have long answers to your questions, all that small text can look like something the user will skip over.

Good Place to Start for Help, Try it!

Dec 21, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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

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

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

Great ticket management for multi-level support

Jun 10, 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: 10.0/10 Not
Likely
Extremely
Likely

Pros: I have used a lot of CRM software and I can say that Zendesk is one of my favorites. We are able to manage our email, live chat and call tickets all in the same place using different integrated applications/

Cons: Zendesk Talk needs some work. There have been times that the call rings and our agents are unable to answer, missed calls generate without a call and at least twice or three times a week an agent has a problem with calls showing up under their name that didn't go to them.

Overall: Zendesk offers a lot of valuable features for management of multi-level contact tickets. The system is very easy to explain and use. Very little training is needed to use this product effectively.

Help Desk with all the necessary customer service features. Complete combo.

Aug 27, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Our team has been using ZenDesk for awhile now since it complements our team's needs so well. It has call center features which is a great addition to any customer service team, since client feedbacks are also received through phone calls. It can manage incidents, project, changes, availability, asset and others. It is complete in a sense that is has everything a customer service team needs and more.

Cons: Due to its increased number in features, setup is a little bit complex. Nothing their tech support cannot handle though.

Overall, ZenDesk is great is highly recommended for customer service teams elsewhere.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

Capterra-loader

After decades of using various help desk softwares, when the choice was mine, I chose Zendesk.

Jun 25, 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
Likely
Extremely
Likely

Pros: The software is simple to use, respond to, and is available everywhere I want to access it. The interface is sleek and fast, the emails are easy to understand, and you can have the whole thing beautifully configured in moments. This is an example of what good software should look like.

Cons: There are a few integrations I wish existed, such as better interfaces with a Google Calendar or similar, but my only other downside I could list would be that sometimes I have to wait a full five seconds for it to refresh, which is not long at all.

Overall: This software allows me to run a helpdesk. Without it, I'd have notepads and voicemails.

Capterra-loader

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

Nov 11, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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.

its multi-channel support and a reliable ticketing system

Mar 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I love the way that it manages customer purchase history, inventory levels, communication history from chats, email exchange, and call transactions and aility to create rules to automatically file requests and emails into groups or departments based on a number of values

Create a branded knowledge base for staff, users and customers also tool will Integrates with a large number of apps, including MailChimp, Trustpilot, Shopify, WooCommerce, Xero and many other solutions,powerful reporting and customer satisfaction surveys and Macros are a plus. Chat function is easy to use. Nice filtering system

finally I can say Zendesk is great asset to any business for managing support tickets.

Cons: Expensive if you want to use all features of Zendesk

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

There is no place to put information about opportunities or leads.

Overall: This is the best ticket management software and It makes life easier to be able to share information or data. Simple and beautiful. User Friendly.

Zendesk, the best resource for helpdesk needs

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

Pros: Easy tool to use. Great customer support. It is an easy way to build a helpdesk/knowledgebase system for our clients to rely on.

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

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

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
Likely
Extremely
Likely

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.

Pleased with the organization tools provided

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

Pros: Our support team has used Zendesk for the past 4 years and it is a major improvement from our last support system. The monthly statistics are great to see how we are doing as a team, as well as, the knowledge base feature for both in house and customer facing.

Cons: Ourselves, along with a multitude of other customers, have requested to have the "Spawn new ticket from reply" feature added to Zendesk for longer than we have been using this service. It would be so helpful to be able to break off a new request from our customers, without the original request being overlooked or forgotten.

Organized Application Support with Zendesk

Feb 06, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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

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

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

ZenDesk for the extra layer of customer support.

Nov 27, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: My company works with telecommunications companies all over the world. We currently have offices in the United States, Canada, Italy, Australia, and Germany. When our customers do not need to utilize our immediate LiveChat service they create support email tickets through our ZenDesk program. I am immediately notified of all incoming requests for support which allows me to quickly respond to the needs of our customers. There are lots of integrations and the reporting/analytics allows me to keep track of how we are doing compared to the industry standard. Since we are an expanding company ZenDesk has allowed us to constantly meet our customer demands without the normal growing pains.

Pros: The pricing is extremely affordable for both large and small business- depending on your specific needs. Customer support staff is always available and eager to assist. Detailed reporting and apps integrations are added bonuses. Ability to add tags and even group ticket. Manage client needs quickly and with ease.

Cons: I have not had an issue in over three years of using ZenDesk. There have been many updates and additions to the program and each of them has been beneficial to my company and customers. I have no doubt that if I do have an issue, complaint, suggestion- that the support staff will be right there for me.

Zendesk as a useful helpdesk tool

Oct 06, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Tracking issues in an easy to read thread.

Email integration

SSO integration

Cons: Need an option for "thank you" comments to not re-open solved issues.

Overall: I have been using Zendesk for over 3.5 years and I find it pretty simple to use. The fact that you can respond via email is helpful as an agent for rapid troubleshooting and responding. Overall, I have had a pretty positive experience and just successfully integrated it into our single sign-on provider.

Some areas to improve would be a shortcut to marking an issue as "Solved". This could be helpful instead of having to log in to close issues. Additionally many users reply "thanks" when you close an issue and this automatically re-opens the issue which can be tedious for agents.

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
Likely
Extremely
Likely

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 tool for handling support requests.

Jan 16, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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

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

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
Likely
Extremely
Likely

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.

Quite good customer care with little glitches

May 05, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It has many pros but the biggest leverage is the automation. Using this functionality (triggers, automated tasks etc.) will let you respond faster to customers' need. The other stunning area of data analyse and visualization. Tremendous insights can assure you can measure anything related to your customers' care what you would like to.

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

Good Experience. Fast Response.

May 04, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk is a great tool to add to your business and resolve clients issues. Growing business need to address clients concerns and Zendesk helps on that. It keeps tracks of the tickets created, provides great charts and statistics, overall is a great tool to manage concerns and one you can count on.

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

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

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

Integral in launching our support platform for our product

Jul 17, 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
Likely
Extremely
Likely

Pros: Zendesk was very easy to setup and get started with. It was easily integrated into our platform through the REST API. Our customers find it easy to enter in support tickets with enough information and our agents find it extremely easy to work with and search for information. It has plenty of add-ons for linking to popular platforms like JIRA, Salesforce, Slack and so on.

Cons: We've been unable to really integrate our own help documentation into the Zendesk platform which limits some of the powerful search features for both end users and agents.

Capterra-loader

Powerful, reliable and easy to use recommended for customer support

Jun 07, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I have been using it for over 3 years now in 2 different companies and the result is amazing. Used mostly for customer support Zendesk is a great ticketing tool. You can have an agent using it with just 2 days of training and the interface is intuitive and user friendly.

Cons: Sometimes the down times can affect 24 hours customer support business. But they are few and far in time. Y would add a spell check feature. And improve the time shift integration.

Overall: It makes handling customer queries and complains so much easier. And you can have ne agents up and running with it in no time

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

Jan 11, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk is a really helpful tool for managing ticket submissions. Multiple groups can be configured so tickets automatically sort to the correct group (based on conditional logic) so no one has to manually assign tickets to the correct group. Another pro of Zendesk is that it has some reporting capabilities already built in and ready to use. If one of those pre-set reports doesn't fit your needs you can also export raw data to get a more granular view if needed.

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

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

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
Likely
Extremely
Likely

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.

Capterra-loader

Zendesk is that we have chosen to use as our "chat" software thru the company website.

Aug 01, 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
Likely
Extremely
Likely

Pros: Easy to use, quick, helps us stay upfront and connected to those on our website who want more information right then. Even if we're not online, Zendesk sends us an email and we can quickly connect with the person needing more information.

Cons: There is very little I can say in the "con" department - we are very happy with Zendesk. It has never "not" worked, and it keeps us in constant contact with prospects and customers.

Overall: Immediately notified when being used, notifies us even when we are not online. This is a huge asset to keeping connected with people who buy our products.

Capterra-loader

Excellent lightweight service desk tool for a great price!

Jun 13, 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
Likely
Extremely
Likely

Pros: Zendesk is easy to setup and out of the box it provides you with an excellent ticketing system. They offer plenty of recipes to implement more complex service desk operations, and the system is very easy to configure to ensure full ITIL compliance.

Cons: Because the tool is lightweight, it does not start out 100% ITIL compliant, but it doesn't take much effort to get it there.

Overall: Excellent tracking capabilities with built in reports for industry standard service desk metrics. I love the ease of use from both a customer's standpoint and from a technician's point of view.

I've used ZenDesk for more than 5 years and implemented it at our company.

May 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
Likely
Extremely
Likely

Pros: ZenDesk automates and documents customer support in a way that is so easy to use. I don't have trouble training people on ZenDesk, they just seem to figure it out, which speaks volumes.

Cons: The customer side of things can be a little difficult to navigate, they tell me. And the templates never seem to fit what we're looking for. Setting up rules is super powerful but as a result complicated, and you can easily break what many would consider core functionality. But it's the price you pay for flexibility, and there's lots of it!

A very effective CRM Solution

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

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

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

Capterra-loader

One of the most efficient ways to run a ticketing system on the planet

Jul 31, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The ease with which dozens of employees can follow a client's case and come back it for learning purposes. I wish every community and even nonprofits had a way of using it.

Cons: It can be very pricey! The cost of an effective ticketing software is definitely not cheap, but it is well worth the investment for the fluidity and ease of tracking clients' needs.

Overall: The ability to answer detailed questions with a standard format, with prewritten letter templates, and with the guidance of supervisors or the ability to train new employees at the same time.

Zendesk a great ticking system

Aug 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The ability to reassign tickets and write internal comments is a great feature to have. The Help Center integrates with our client's sites and the ticketing system. You can easily insert a help article in your response to your client's. We are currently implementing side chat, which I am excited to see how that can integrate with Salesforce as well.

Cons: It is a little pricey, but I do believe the value is there.

Overall: Zendesk has helped our company grow and innovate while we transitioned away from a start up company.

Capterra-loader

Great SMB-oriented Helpdesk Platform

Jul 28, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: A great day-today SMB-oriented helpdesk platform. The ticket management system is on-par with most other helpdesk platform if not better. Zendesk keeps heading the right direction with new features and fixes over-time. Social media help integration is very useful. Outstanding automatic workflows. Decent integration option for other tools and services to be included within a system.

Cons: My only complaint to Zendesk would be its relatively high pricing, especially for larger businesses.

An excellent customer support tool at a reasonable price

May 21, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It helps to track all the issues faced by a specific customer and helps a brand improve its services. It is easy to set up and use. You can also interact with customers through the site. They provide quick customer service and support. They keep adding new features. Also, it ensures educational training to use the program better. It enables user access to the knowledge base, and monitor or edit all the tickets. It integrates with many other platforms like Facebook, email, Dropbox, Google work etc. Provides encryption and back up of data.

Cons: A few of the new features are difficult to understand. Presence of bugs, when accessed through mobile. While submitting a ticket, the application does not recommend from knowledge base. The graphical user interface can be developed for better usage.

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
Likely
Extremely
Likely

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

I used this software in keeping up to date with my customers

Jun 13, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I really like the chat support system, as I can handle request from many people in a nice and easy way

Cons: sometimes I use to be busy, which means the intelligent agent can help me with some response to customers. but the problem is that I have to take alot of time in writing response that the system will use - I dont like it that way. the system suppose to be training itself from responses i use to send to many users, so that it can use what it learns to respond to questions.

Overall: I really enjoy their user experience

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

Zendesk is a beast of a product. Lots of customizability.

Jun 14, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: It's got a ton of options and features. It can be customized in a lot of ways and they're working hard on improving it. There's been a steady stream of great new features for a long time.

Cons: Being a beast is a blessing and a curse. If you're going to use Zendesk you really need to understand how triggers, automations, and other zendesk specific terms and features work. It's a big undertaking to make sure it really fits your use-case. Out of the box it's pretty limited in it's initial setup.

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
Likely
Extremely
Likely

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.

Not very intuitive

Mar 11, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk helps to consolidate all customer support items in one place rather than having your inbox slammed all of the time.

Cons: This is not an intuitive interface. You can't easily created "canned replies" for customers and there is no way to CC or BCC other members of your team on replies to customers. And there is also no ability to customize emails with things like different font sizes, italics, bold, etc.

Overall: This software can help consolidate customer service requests in one location with access for the entire team.

Solid HelpDesk and Knowledge Base Platform Albeit Expensive

Jan 03, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Zendesk is a quality, best of class solution for Help Desk, customer support, and knowledge base. We primarily use their knowledge base which is an absolute breeze to setup and integrate. It also offers easy customization and administration of content.

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

Zen desk is the perfect tool fro our help desk!

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

Pros: Zen desk is a convenient tool for us to use to just our analytics company. it allows customers to log a ticket through the portal and provides the ability for us to assign tickets to the appropriate agent to be dealt with in a timely manner. Follow up through the application makes it super easy to use, and allows the tracking of incident to be done with ease. It has made issue tracking much easier and i dont think we would be where we are without this tool

Cons: the chat and ticket response function does not seem to work with all browsers. This can sometimes be a little frustrating, however it is easy enough to work around

Capterra-loader

Very reliable for internal help desk ticketing environment

Aug 01, 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
Likely
Extremely
Likely

Pros: It is very simple to set this up for ease of use for your users. They just send an email to a forwarded email address and tickets are auto generated. Everything is easy to manage and mostly customizable. There is also the ability to create rules to automate a lot of the tedious parts of help desk management.

Cons: Some issues with email being marked as spam and even working with support did not offer a workable solution. Would love a method to create single sign in for users as it can be difficult to get them to use the portal.

Overall: Helpdesk ticket management to increase productivity and create a way to generate easy to read reports to show what I have done.

Easy to use issue tracking system

Sep 14, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It is simple to use so your don't have to be super technical for it. It integrates with JIRA which allows for a nice connected network between engineering and support without having to give access to the main bug tracking system.

Cons: The API is very basic and any slight configuration error while using it can cause a dump of a large number of invalid tickets into the system. More filtering options would be great too.

Overall: A worthy lightweight ticketing system that can scale with your business

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
Likely
Extremely
Likely

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.

Allows you to implement a custom workflow and structure.

Nov 17, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Triggers and automations. Built in "macros"= canned responses.

Cons: A bit expensive.

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

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

Capterra-loader

Zendesk is an amazing customer management system that integrates almost with every other platform!

Jul 17, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use and easy to master.

Have many addons that makes the user work process very easy.

Addons are easy to add.

Can connect to many platforms and get information that assist in client support (such as Google Play reviews, and user device and app versions if the business is about mobile apps support)

Cons: Support team takes a few days before responding which may be very annoying for a customer support platform.

Overall: Amazing and price effective customer support platform

This software is extremely easy to use and has allowed our company to stay on top of all issues.

Jun 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Not only is the software easy to use, but it also integrates with so many applications. It is also very easy to customize exactly how you want it to look and function. If you are looking to Manage your help desk, Zendesk is the way to go.

Cons: The most disappointing aspect of Zendesk is the chat feature. It would constantly sign me out on the computer and you can only be signed into one device at a time. We eventually had to switch to a different chat software.

Capterra-loader

Great big and super efficient software for support

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

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

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

Fantastic for easy ticket management

May 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: My company uses this software to manage digital requests for our clients. I love how simple it is to submit tickets for various clients and have all my open tickets in one place with easy access to communicate with those assigned to each ticket.

Cons: My biggest complaint as a user is not having the ability to sort my tickets by open/complete/on hold. By default it sorts by date, but I submit multiple tickets daily, so to sort by open would make it much easier.

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
Likely
Extremely
Likely

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.