Who Uses This Software?

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


Average Ratings

1198 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $5.00/month/user
    See pricing details
  • Pricing Details
    Please look at our pricing on the website for more details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • Zendesk
  • www.zendesk.com
  • United States

About Zendesk

Zendesk builds help desk software for better customer relationships. Our products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction.


Zendesk Features

  • 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
  • Live Chat
  • Multi-Channel Communication
  • Network Monitoring
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

Zendesk Reviews Recently Reviewed!


Delivering support at above industry standard, made easier and fun.

Jun 20, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very customisable and allows for differing configuration according to different organisational needs - especially with product add-ons where features aren't forced on as part of the complete solution, resulting in a reasonable price point.

We love the Answer Bot which allows for us to free up support manpower to focus on other tasks and projects.

Cons: The customisability of this product would mean a steeper learning curve for some, especially to get to optimal configuration. Also, triggers sometime may not work as expected.

They are very accomodating

Jun 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: So easy to communicate with this peeps. All inquiries were answered. Thank you for your patience with me.

Cons: All of the support staff is good even their customer service is so nice, and all questions have answered.

Overall: Thanks

Great customer help tool!

Jun 20, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: we use Zendesk to keep track of our customer tickets. It's easy to see everything and track the progress.

Cons: Not that I can think of as right now. It works great with our system and it operates smoothly for our customers.

Easy for support to use

Jun 20, 2018
3/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The software is good for a support team. It generates tickets for each case and it is easy for the whole team to view and be on the same page.

Cons: I do not like how unreliable zendesk can be. It seems to be happening more often lately that the software runs slow.

The Gold Standard of Support Software

Jun 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Zendesk is SO easy to use. I think the thing I love the most is the interface. It took me no time at all to pick up when I first started using it. My last company used Salesforce Service Cloud and the learning curve for that was so much steeper. With Zendesk, it's super easy to reference a client's case history, listen to previously recorded calls, make outbound calls, set up queues and views, and create new tickets.

Cons: The only small quirk I would change is that the first email in a ticket can't be external, but that is a very minor inconvenience and overall I wouldn't change a thing.

A little bit restrictive

Jun 19, 2018
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy to use, I only see the use as Customer service, easy to take care of the ticket, deal with restrictive time, really good CRM for a customer care company

Cons: Lack of reports available, missing updates, not able to customize, it's only for customer car, if you have other teams you will need an other software

Capterra-loader

Excellent support/ticketing solution

Jun 19, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: - great ticketing functionality
- easy integration
- using automated workflows
- users actually do like it a lot, in contrary to other ticketing system that were used

Cons: You really need a paid version to use it for large organisation; some of the free functionalities are a bit lackluster. Also even with paid version you still wont get enough tools for full end-to-end customer support needs.

Overall: Easy and not very expensive solution for your business

It has been very useful to optimize my customer experience skills

Jun 18, 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: 9.0/10 Not
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Pros: What I like most of this software is how you can keep track of the tickets and the status of each one.

Cons: It can be very messy because it has many tabs and can get confusing at times if you do not actually are aware for which is which.

Extremely helpful helpdesk system

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: This program easily helps us keep track of our clients, and everything about them including all contact history.

Cons: It has gone down quite a bit in the last few months for my office, which is pretty annoying since this is the main way that we communicate together.

Capterra-loader

The best option for providing live support

Jun 18, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: The live support is the best feature that enables the customer support team to assist website customers in real time to avoid losing sales.

Cons: The reporting system is nice and somewhat customizable but not as much as many businesses need to be. If that system was improved, this would be a top-of-the-line service.

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.

I used Zendesk for several years and found it useful

Jun 18, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 4.0/10 Not
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Pros: I used Zendesk at my last job and saw it as a good way to integrate customer service emails seamlessly.

Cons: The customer service is very poor (considering it is a customer service tool this is ironic). It doesn't have as many features as I would like.

Great, Easy way to manage service requests.

Jun 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As a user, I love the way it manages requests and how you can easily see what stage the request is in. I love the out of office feature, and knowing that if and when someone replies to my ticket, it will not get ignored but will go into the queue for someone else to look into it.

Cons: When searching it does not bring the currently open tickets to the top automatically. You have to apply a filter in order to find a currently open ticket which can get annoying. Also on the phone application you cannot see when someone is viewing a ticket or responding , which has caused many issues with multiple responses. It just frustrating and makes us look unorganized.

Overall: It is an efficient way to manage both past and present service requests.

Great way to manage customer support

Jun 16, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like how it combines all the ways customers can reach out to your business in one central location. You only need to monitor Zendesk.

Cons: The macros are seriously lacking. There is a lot of mind-numbing clicking that needs to happen when people reach out. Needs to categorize and answer basic questions for you.

Capterra-loader

I love Zendesk. No other support software comes close to their level of service or support.

Jun 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The design and UI make navigating Zendesk a pleasant experience. It's easy to find what I'm looking for and the screen never feels cluttered. Finding the right macros and fields to file tickets is pretty seamless.

Cons: The price is a bit steep. The product is worth it but that price point isn't optimal for smaller companies looking for a customer support solution.

This is a great tool

Jun 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This app is great it gives a real Time list of activity on my tickets and gives me push notifications on ticket updates. I am able to apply predefined responses and view every detail of submitted tickets. Very helpful

Cons: There isn't anything I don't like about this app. If you do need help or have an issue you can leave feedback and report issues directly through the app

We use this for website direct support.

Jun 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Quick, easy to use, gives customized contact with our websites visitors with instant responses for quick turnaround.

Cons: I don't dislike anything about this software! From my experience it has been all positive and no negatives.

Overall: We get instant responses from people - so there is no back and forth emails.

I like how organized it is and easy to use.

Jun 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: This is a great app for linking your conversations of questions or complaints with your CRM software. I also like that you don't have to leave your app to go into your CRM. Very convenient.

Cons: I don't like that some of the changes are permanent. For example, once you merge 2 tickets together they can never again be separated. Also once you assign a ticket to someone, it's permanently theirs.

Zendesk is the backbone for our Support team!

Jun 15, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the ease of Zendesk. It is such an easy program to navigate around. You can easily figure out what you're trying to do, find what you're trying to find, etc. The different "views" and "macros" are life savers!

Cons: I would say that sometimes there is some lag time with Zendesk, we've had a few instances where some tickets take a while to come through, calls don't ring, etc. Most of the time, their support team is on top of it, though!

This really helped me engage customers and improve conversion.

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

Pros: It definitely helped me improve conversion. When a potential customer sees they can have questions answered right away, they're more likely to respond. It's easy to use, and easy to get back with customers who leave messages when you're away.

Cons: Nothing. It's a great software that I found very useful. It performed exactly as I needed, so there's nothing to dislike.

Good tool -- gets the job done.

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: It helps us track tickets that customers put into the system so that we can reply and assist with their issue. It's helpful to track the progress and status of open tickets. You can also communicate in private notes with other coworkers if you have a question or need assistance with one of the tickets.

Cons: It can definitely be overwhelming with all of the tags that you can put into place. Searching in the platform is quite difficult as well. I think if they could add more functionality, it would be a better tool that more people would use. It's by no means terrible, it gets the job done but definitely needs application advancements.

Capterra-loader

Customer satisfaction well measured

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I can say wonders of this wonderful platform, with Zendesk you can know the satisfaction of customers and the measurements of the support that is being provided through reports and detailed statistical tables. With this you can make much smarter and more precise decisions when the processes require it.

Cons: On this occasion I do not find a negative characteristic for this valuable tool, I certainly have little time to use it but everything seemed great to me. Maybe the cost is the only obstacle. however, you have to pay for most quality applications.

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.

I am a support agent and use Zendesk on a daily basis for tickets, ticket tracking and reporting.

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is very easy to use and intuitive. I like the tracking and reporting features along with Good Data.

Cons: It seems to be down sometimes and ticketing software needs to be fully reliable. I notice a lag sometimes when searching for tickets or submitting tickets.

Overall: None that I know of.

Zendesk helps me stay organized and makes responding to customers so easy!

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

Pros: I love being able to create tags and categories that help me keep track of my business needs. The macros are great! I can create them for anything which saves time in responses. It's easy to filter and organize tickets which helps me respond to pressing matters first. I can pull in customer contacts from so many different places, like emails, contact forms, and direct messages, and compile them all into one place.

Cons: It's a little slow sometimes, but otherwise, I love this program. I am still new to using the program, but so far there isn't much to dislike about it. The name says it all ZENDESK!

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
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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.

Capterra-loader

Expensive, but a leader in the space.

Jun 14, 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: 8.0/10 Not
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Pros: This software supplies most everything we need for our small business. We have had a good experience.

Cons: There are a lot of other products in this space that are far cheaper, but theres obviously a reason Zendesk is the leader.

Capterra-loader

Great solution for customer support

Jun 14, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk has many features, from live chat to customer support tickets, that allows for a great customer support experience, all provided at a good monetary value.

Cons: Can be difficult to set-up and customize. The control panel can be confusing at first glance. Can use more documentation.

Overall: One of the best customer support software out there.

Very optimized, easy to use, gets the job done

Jun 14, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: How intuitive the whole system is. Very easy to get the hang of and remember how it all works. Like riding a bike!

Cons: Once in a while it will slow down or get stuck. Perhaps we just use it too much, but usually their support is quick to address it.

Overall: It integrates with other programs I use, to make my job much easier. I never lose track of anything and I never forget how to get something done.

Homebase

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the ease of use of this program. You can enable filters to sort through all the tickets. For use it is great to filter what tickets are, who handles then, and sort by agent.

Cons: The reporting feature is a downside. That is the only part of the program that is cumbersome to navigate. The only other feature I constantly have issues with is Zendesk Talk. It tends to fail or get stuck which effects our statistics

Great for customer service

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

Pros: Easy to use, super helpful, and awesome software. This brought an element to small business that we couldn't otherwise have.

Cons: I thought that it took a bit more training and learning than I thought after signing up for the software.

Capterra-loader

Zendesk was the original software use prior to SalesForce to keep track of help desk tickets.

Jun 14, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I think the fact that it housed all of the tickets in one place made it more manageable. It also seemed to make locating old tickets fairly easy.

Cons: The negative item was how often we would have to reset passwords as well as being able to pull up the string of activity behind the request history.

Overall: Being able to track and create help desk tickets and keep others within the loop was very useful. The success is only as good as the participation and that seemed to be a problem.

Solid Customer Support Platform

Jun 14, 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: 8.0/10 Not
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Pros: - easy to learn the software without extensive training - straightforward to write and answer tickets in the system - the support team is fantastic! great experience with answering questions - love the tags feature

Cons: - analytics could be improved to help with analyzing the effectiveness - add-ons like Chat and Talk are expensive in my opinion

Using it as part of Customer Experience tasks

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

Pros: that you can merge tickets, that you can order tickets, that you can assign tickets to others, that you can see how many tickets you are assigned and how many there are total

Cons: That tickets aren't merged automatically, there are a few too many options on the left sidebar, the color scheme

Fastest and easiest way to communicate with your customer!

Jun 13, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk offers interactive and online way to communicate with your customer. Knowing on the right time and prompt what they are thinking! The Integrated support able you track, prioritize and solve customer support tickets.

Cons: Supporting large amount of customers requires back-end employees to monitor and solved tickets. Enough number of team to handle customers is suggested.

Great support software for any business

Jun 13, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I've used Zendesk for quite a while now and it's definitely one of the best options out there for any support service. It's full of all the right features with a great UI.

Cons: It's a little expensive, but compared to the competition (Freshdesk, Intercom), it could be worse!!!

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
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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

Works best with a larger team

Jun 13, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: I liked the infrastructure surrounding Zendesk allowing us to integrate the software with other systems that we were already using.

Cons: Zendesk requires a good portion of configuration surrounding set up to ensure it works best for the team. Because we were working with a smaller team, we didn¿t have the time to set it up to work best for one person to use.

Works Great!

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Works great for the business and have not had issues. It was simple to get set up and I would recommend to anyone looking at purchasing

Cons: Can be a bit slow at some points throughout the day, other than that we have not had any major issues

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
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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.

This service continues to improve let alone offering outstanding reliability

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: 9.0/10 Not
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Pros: Offers outstanding reliability, amazing features and offers a phone/tablet app for both iOS and Android. We use this app daily and get notified of all updates as needed!

Cons: The answer bot feature has been considered for our needs but we're not certain that it'll work for our needs. Unique feature that has potential though!

Overall: It is our primary help desk software!

Great customer service software

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ticketing system works perfectly. Pricing is pretty affordable. User interface is very friendly and intuitive. Does not take a lot of time to be a PRO user.

Cons: Not a lot of things I do not like about Zendesk. The one think I can mention is that it would be great to have an option to attach large files to tickets.

Overall: We use Zendesk for our customer support

An excellent tool for support and customer service attendance

Jun 13, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: In a Software as a service company, we added a standarized system of tickets to priorize support and asistency in many ways. This bringed us a way to care our clients and we could provided a service with a great quality proved. In other cases, we could provided information for sales and attention for alliance with other businesses.

Cons: The integration process needs a specialist in software development. This increase the cost of acquisition in a startup with a low budget.

Overall: An easy to use tool for customer service that bringed us a way to prioritization according to the time and difficulty of any case of support.

ZenDesk is useful but needs a bit more

Jun 13, 2018
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is great to use for reporting and keeping track of tickets for chats, calls, and emails.

Cons: The speed of the program - it seems to be really slow most of the time. Also the layout of the site needs to be reworked - the New button at the top should be moved in order to prevent accidental clicks, the notifications need to be moved so they don't get in front of other features.

simple in a good way

Jun 13, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Super clean interface without a ton of clutter. For what we use it for, it's easy create and update tickets for requests that come through from support.

Cons: This is nitpicking, but since everything gets stacked up by most recent, it would be great if there were a feature to "pin" certain notes/comments that are important or relevant. An example would be if an action needed to be handled on a certain date

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Classic Support Tool

Jun 13, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Zendesk is a pretty regular support tool, which is probably used by the majority of companies. It provides everything necessary for a good support system: tickets tracking, assignment, workflows, notifications.

Cons: Design is a little bit old-school, besides pricing can go really high for big business. But nevertheless i think it is a good choice.

Capterra-loader

Very efficient user-friendly software

Jun 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There are several things I liked about this software, however it's ease of use is what I liked the most. You could use it even if you are not that tech-saavy since it's almost self-explanatory. It allows you to customize several features of your preference to make it even easier for everyone that uses it. I loved it!

Cons: Sometimes the system would freeze up, or you would have to click a button twice and wait a bit for it to work. However it was not frequent.

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My experience has mostly been positive and our customer service reviews definitely improved with it.

Jun 12, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Honestly, the lower support costs and the seamlessness of the entire customer service experience are what stand out. It's priced competitively as well, and contrary to my initial feeling, the suite product actually ended up saving costs and providing better service for my company. It helped in training of customer service personnel and cut costs across lines.

Cons: The chat feature was not as good as the others. I've had a few customers complain about this. This is the only place where I honestly found its competitors a bit better. Otherwise, Zendesk is the correct choice.

Overall: Better customer service experience, more pleased customers on average, lower costs are the three main benefits that come to mind.

One of the best customer support ticketing systems out there.

Jun 12, 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: 9.0/10 Not
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Pros: A large range of customization options, searching filtering, macro implementation, metrics, add-ons, and a great UI design.

Cons: Can be sluggish on lower end computers, especially with multiple tickets open or when searching a large list of macros.

Overall: Efficient ticket solving and note taking

Powerful Ticketing Software

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

Pros: Love the customization options of the platform. Very easy to use and the ticket workflow is thoughtfully laid out.

Cons: Sometimes the merging of tickets can be a little confusing. May have instances where the service is down and not fully functional

Capterra-loader

Incredible software

Jun 11, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Good customer service relations.
Zendesk is also a good software for communication and allows businesses to connect and interact with their customers in realtime.

Cons: Not easily applicable in some areas of trading.
Zendesk is not available in some other parts of the world.

One of my favorite task management systems

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: 8.0/10 Not
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Pros: This is one of my favorite platforms for managing tasks. My team was able to setup this up to whenever someone in the company emails the support email, a new task would be created and assigned to the appropriate person based on a set of keyword parameters.

Cons: It was kind of a pain to setup, but still much easier than other platforms. Not many complaints on this software.

Overall: Biggest benefit was the ability to funnel support tickets based on keywords.

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We used this software at work before switching to helpscout.

Jun 11, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like how it would allow us to keep track of our support tickets. Fairly simple to use, but seemed like it could use a face lift

Cons: Some of the features we were looking for were missing from this software. It worked, but figured we would give HelpScout a try.

Overall: We were able to keep track of our support tickets.

Capterra-loader

Transformed the way I do business

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

Pros: ZenDesk is flexible and easy to work with. It has helped transform the way my business builds relationships with my clientele and target market. The bulk text messaging has been awesome for me reaching different target groups and building new and lasting relationships with clients

Cons: There isnt much not to like about this software, there have been times when I have had to log out and log back in because it was not running correctly. But not anything that is of real concern to me about the software. Over all I really think this is a great program

zendesk makes customer service a cake walk

Jun 11, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: ZenDesk is easy to use and offers a lot of options to help with your customer service needs, from flows to support tickets its easy to use and saves hassle

Cons: Human error can make finding some tickets time consuming make sure all users file the same way so that the tickets are not lost

Overall: easily track tickets and keep up with clients

Zendesk is a grest tool for Sending and responding tickets for our clients and internally in our job

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

Pros: The way we can customize replies, themes and shortcuts innour emails and the fast response with its commands.

Cons: It doesn't have a variety of options at the time of sending a ticket such as attaching large files and zips.

We use Zendesk frequently to store articles for out members

Jun 11, 2018
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Its is easy to use and access for both my team and our members. They are able to access the same info we are.

Cons: it occasionally shuts down and it not accessible for periods of times causing a pause in our workday.

Great customer relations software on multiple platforms

Jun 11, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The ability to add both chat, phone and website customer support for my customer base.
Stable and reliable as I have had no issues with missed support tickets
The ability to add a FAQ or Knowledgebase
The compatibility with other apps like Shopify is fantastic

Cons: The price is high per operator. The same functionality is available on other software options for much less per month.

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
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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.

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
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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.

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
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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.

Pretty decent software

Jun 08, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Easy setup and attractive interface. The support ticket system is fantastic. Very convenient and has everything you need in one place.

Cons: Not very user friendly for beginners and could have more integration on some platforms. Price may be a bit high for some..

I wasn't a part of the main team using this tool, but a team that was informed by the tool

Jun 08, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support

Pros: I really like the ability to communicate with multiple people in a ticket and sending email alerts when a ticket is updated. I also like the ability to create custom macros and the view options (submitted by me, assigned to me, completed, etc.)

Cons: The reporting abilities in ZenDesk leave much to be desired. Either I couldn't figure it out, didn't have access, or (the more likely reason) it was extremely confusing. As far as I could tell, you had to use a third party system and that appears very complicated.

Capterra-loader

Zendesk runs customer service

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

Pros: The interconnectivity of this application really proves to be it's strong point. At my last position, working as a cust ops rep, all we used was Zendesk to speak with our customers.

Cons: Zendesk runs very smoothly and the customer service team was always very quick in addressing whatever my team or i had questions with.

We have used Zendesk for 5+ years and it's made support much easier!

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

Pros: Ease of use. A company/brand that's reputable. Outages are very rare. Makes communicating with customers extremely easy.

Cons: Reporting in GoodData can be a bit cumbersome and doesn't always provide everything needed to report on.

Zendesk

Jun 08, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: Zendesk has a lot of features and allows for agents to assist customers via tickets, chat, and phone calls. You're able to do all of this within a single platform.

Cons: Can't say that I've run into many issues when using Zendesk - I'm not involved in the Zendesk pricing conversations.

Easy to use and set-up

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

Pros: I have implemented Zendesk for my business as well as several of my client's businesses as well. It's easy to integrate with other apps in their marketplace too - and beyond. I like that you can easily organize and assign tickets, and also have any messages or mentions for Facebook/Twitter create a new ticket. Helps you stay on track and reduces any messages falling through the cracks! Also, it's versatile depending what your needs are.

Cons: The only con that I can think of relates to their chat feature - there's Zendesk chat that you can integrate with support. I did try it and quickly cancelled. Maybe it was a glitchy thing at the time (which was within the past year) I wasn't able to integrate the chat with the support, and had to use 2 separate logins. I ended up cancelling and now use a different company for chat.

great helpdesk system for startups

Jun 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I love that it is an efficient helpdesk system - very easy to use, respond to queries, and monitor progress of complaints. Running a small business means you are in a critical stage of building your customer pool and making sure that you provide excellent customer support- that's what Zendesk is all about. Making sure that you're on track and nothing falls through the cracks!

Cons: I receive double notifications sometimes which can be confusing especially if you already closed the ticket. Sometimes, the issue was already resolved but then I receive a notification about it.

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Currently evaluating

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk employees are total pros. Everyone I've talked to so far has been really knowledgeable and helpful.

Cons: Honestly, there are a few features I was hoping for that were somewhat unrealistic. So I can't complain.

Overall: Simple to set up ticketed support system

Zendesk

Jun 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is a paid application, but it is worth it, it allows you to connect with your clients in a simple and direct way, it is a multiplatform application, so it is easy to give support to different areas and needs. You can configure triggers for automated responses from the system, while you can have a list of predefined responses to use at any time.

Cons: It's a little complex to handle at first, but once you get used to the system, it becomes very easy to use

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
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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

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
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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!

One of the overall best values in Live Chat Support software you can buy.

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

Pros: The setup and implementation was fast and easy. Does have flexibility for micro businesses (start ups) all the way up to large teams.

Cons: Think there could be more to offer in the basic paid plan, such as theme design and follow up triggers if no response.

It allows me to strengthen the interaction with my clients through any medium on a single platform

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

Pros: One of the priorities in my business is to solve the problems of my clients and this software allows me to track and qualify them according to their priority. And it also allows me to save a lot of time, and in turn satisfy and solve my clients' problems

Cons: This software has been so useful to me that I criticize or bad experiences I do not have. It is very easy to use and it helps you a lot to solve the problems regarding the technical support of my business and improve the working relationships with my clients. It generates many benefits !!!

Zendesk is simply amazing!

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

Pros: I love that it includes ALL of our channels of communication. Using an internet fax solution as well, we are able to do that through Zendesk. All of our communications with a client are through Zendesk, and the tickets can all be linked together. This gives us a better picture when reassigned to another agent, or if there is ever a need to escalate, we already know what the situation is.

Customization and setup are ridiculously easy, and they have lots of on-demand training videos you can watch. These are paid for, but they are crazily effective and I highly recommend it!

Cons: Price is heavy, but I don't find that they overcharge for what they give you. It's just something to get used to, and made us really decide if we wanted this, or if we should go with a different solution.

Training videos ARE paid for, and only last for 30 days.

Capterra-loader

Full featured and powerful Help Desk Software!

Jun 06, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Many 3rd party integrations make it is easy to incorporate help desk tickets directly into your companies systems. Easy to use for agents.

Cons: Zendesk can get fairly pricey dependent upon how many agents you would like to add to your account. Licensing can be a little confusing as to how many people can be on the system.

Zendesk an Awesome Service with user friendly user interface

Jun 06, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Zendesk a world famous app in the industry to provide the service for the customer support in the online presence. I had a very close personal experience in this app. we can say a very clean and user friendly to manage the online visitor.

Cons: The only cons in this app is that its lacks to show the some of the visitor metrics that helps less to identify the how many times the same user is visited the site for support.

Great Ticketing/IT Solution

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There are so many tools out there to help companies manage tickets and work orders. Zendesk really does a great job of making this process simple to both use and manage. The various configurations will let you set it just to your specs and be successful.

Cons: I don't really have any cons. I wish it were free for every user, but then it wouldn't be around much longer.

Great for supporting our customers

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Great for supporting our customers and potential customer by answering their questions via chat. Easy to keep track of tickets and who they are assigned to. Cost is fair.

Cons: There is a bit of a learning curve, but once you get used to it there is no turning back. No other complaints and that really isn't one.

Great for what you need

Jun 05, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: Good product- works great if it provides what you need - just be sure that you need all of the features before the higher spend.

Pros: Love that there is a 30 day trial so that you can really dig in and see if the features fit what you need inside of your business.

Cons: This can be a bit pricy for smaller companies, or multiple agents; if this is your first CRM the price may be prohibitive.

Must have in IT support team

Jun 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Place where you can contact with client about issues and bugs that concerns him. Client has ability to report what should be fixed on certain project. Internal comments are very helpfull in internal communication with team.

Cons: limited ability to set roles and permissions if you want that client should'nt see some things. I didn't notice any guide for newbies how to move around interface etc.

Capterra-loader

Zendesk provides multi-channel support and reliable ticketing system

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Customer-facing web interface that you can easily brand

Able to export ticket views to CSV

Provide REST API to implement

Cons: However, there is limited reporting features.

Limited on roles and permissions

Price is a little bit high.

Overall: Zendesk does improve our customer support. It provide faster responses, we can work on multiple tickets in the same time. In the same time, Zendesk provides valuable information and resources right at their fingertips, which can help us to answer question faster.

Great ticket system

Jun 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: 8.0/10 Not
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Pros: i used Zendesk from 2014 for all our clients requests and it still works great for us. Also I love slack integration.

Cons: Pricing is not feet startup's needs. Probably you can find more affordable solution if you need to.

Overall: all tickets

Great customer support ticket platform

Jun 04, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Reporting and advanced analytics are great. Multi-channel support is very helpful and the they answers questions pretty quickly.

Cons: Not many things that I dislike. User interface could be improved in order to be more friendly for non-technical users.

Overall: Easy and effective customer support

We love Zendesk

Jun 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It has everything you need in one place, it allows to switch between teams and projects very easily. UI is great and software itself works perfectly.

Cons: No real complains I can think about. May be I would suggest to improve the mobile version. Other than that everything is great.

Overall: Team collaboration and project management

Zendesk is probably one of the top three best brands in customer service management software

Jun 04, 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
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Pros: Zendesk has a fully integrated ITIL V3 Framework, you apply IT Service Managment without having to learn it. Great tool for managing incident, case and escalation management. So many integration with other apps too

Cons: The only thing that I can complain on is the pricing, i believe that a freemium plan could really include users that I currently priced out of a great tool

Overall: Implement IT Service Management (ITIL V3 Framework) without any training, the team will apply best practice without having to learn/read about that methodology

Capterra-loader

Zendesk makes getting and giving support simple!

Jun 04, 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: 9.0/10 Not
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Pros: My favorite feature is it allows you to add notes (that the customer can not see) which is VERY helpful if there are going to be multiple people dealing with the customer or issue.

Cons: The only issue is that the ticket reopens if the customer replies "thank you" or something similar. Sometimes it runs slowly but that is expected of these softwares programs.

Overall: The layout of Zendesk makes it very easy to see if a problem has not been answered or resolved. This helps to ensure no issue goes unresolved. It allows for greater efficiency in responding to customer requests. You can respond quickly using canned emails, which is a time saver.

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
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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 :)

Not usually too helpful

Jun 01, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I like the idea that companies can use this to help with customer service but I find that if you have a specific questions people at Zen Desk aren't helpful.

Cons: My worst experiences are the fact that when I have questions I usually have a very specific question and when I'm talking to someone from ZenDesk they don't have good answers or aren't very good and fixing my needs.

A great software for keeping track of tickets but could be better.

May 31, 2018
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: The cost of this software is a big plus, and it will do almost everything you need for your support help desk.

Cons: This program misses a lot of tracking features that a lot of MSP's will need. We use Connectwise over this due to that.

Would Use Again - Needs Better Reporting/Support

May 31, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality

Pros: This is one of the easiest support options to learn and start using right away. Intuitive navigation and ease of use make this something that people at any level of support/customer care can pick up quickly and execute on their role well.

Cons: There are really no deal-breaker cons to this software, rather I feel it depends on your intended purpose and integration needs. Reporting features could use some love and attention, but overall, you're really only limited by the capability of your team that would be integrating with existing systems.

We use ZenDesk for internal ticketing management

May 31, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is easily customizable and pretty straightforward to use and can be used for a variety of functions.

Cons: It would be nice to be able to preview attachments within the ticketing field without having to download them.

Overall: The software allows us to manage the job flow and keep multiple team members visibility to the job's progress.

I love using Zendesk

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

Pros: I like the ability to be able to track open tickets that require additional follow up. Additionally, I like the integration with Outlook that allows me to just "send" an email to Zendesk without having to open the software separately.

Cons: Honestly, there is not much I do not like about Zendesk. I use Zendesk strictly for monitoring open issues and I have not had any issues doing that with Zendesk.

Capterra-loader

everything you need to be everywhere your customers is, wrapped up in one pretty

May 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: it includes support, guide chat etc. In single software, you will get everything. This software is very good to start a new business.

Cons: I don't feel there are any cons. But we can add few new features also such as AI.In single software, you will get everything

The standard for customer support - but competitors have emerged

May 29, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The standard ticketing systems for easy tracking of support requests. Integrates with the major CRM system.

Cons: Can be very expensive and is not a system that will be changing much is the future. The platform itself is known to be at its "end of life" in terms of platform innovation.

Overall: It totally organized the way we track, follow up, and resolve support issues within our company. It is the standard when it comes to support, and blaze the trail for many other systems.

Zendesk has allowed us to successfully solve client issues from multiple platforms in one area

May 29, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: All of our fan correspondences and client complaint platforms are in one area. We are also able to send out CSAT to get responses on our customer service.

Cons: Getting the settings for this set up have been a little difficult. Also, there are still some platforms that we are not able to fully integrate.

Overall: All of our Client interraction platforms are in one area.

Good tool

May 29, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the categorisations and reports it provides
Integration with some useful 3rd party software and APIs
It allows us to classify or categorise the problem our clients face

Cons: However zendesk offers integrations with 3rd party software it isn't really straight forward and will need some assistance

Capterra-loader

Excellent for a free app!

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

Pros: I only used the chat free, which for my small company is perfect. It's perfect for a small business who need to have a chat online.

Cons: I've tried other free chat's software and this is the more reliable, however it would be nice if zendesk offered an desktop app like the others with the free license.

very good

May 29, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: excellent tool to manage support requirements, very practical and easy to use, quite friendly with t

Cons: It is limited to certain functionalities, you could have more advanced options based on the needs of the user to be a more efficient tool.

Overall: the ideal software to manage technical support requirements.

Used for tracking customer issues

May 29, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We used this to keep track of service calls with customers. I liked the fact that the customer received an email so they could respond to it and "enter" their own service ticket.

Cons: I would like for it to require an entry on each ticket. It allowed the technician to close the ticket without entering anything.

Overall: Easy communication between us and the customer