Who Uses This Software?

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


Average Ratings

2045 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $5.00/month/user
    See pricing details
  • Pricing Details
    Please look at our pricing page on our site 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/support/
  • 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
  • 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 Management
  • 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
  • Batch Communications
  • Chat / Messaging
  • Content Management
  • Email Distribution
  • Interactive Content
  • Multi-Channel Communication
  • On-Demand Communications
  • Personalization
  • Print Management
  • Template Management
  • Video Content
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management
  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Account Alerts
  • Account Management
  • Communication Management
  • Customer Engagement
  • Customer Lifecycle Management
  • Health Score
  • Onboarding
  • Revenue Management
  • Usage Tracking / Analytics
  • Win / Loss Analysis
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Project Management
  • Recurring Issues
  • Task Management
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket 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
  • Decision Tree
  • Discussion Boards
  • Full Text Search
  • Knowledge Base Management
  • Self Service Portal
  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • Diagnostic Tools
  • File Sharing
  • Real-time Chat
  • Screen Sharing
  • Session Recording
  • Session Transfer
  • Surveys & Feedback
  • 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!


It's what everybody's doing

Mar 12, 2019
5/5
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: Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Cons: What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Overall: Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

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
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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
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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.

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

Jan 31, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow.

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

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

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

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

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

Powerful helpdesk software for better business and customer satisfaction.

Dec 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: 10.0/10 Not
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Pros: Zendesk is most commonly used helpdesk software for more of the business world to understand the customer concerns well and improve business style and it has very great features include it has multi channel support like email,phone,chat and social media support. it has a very great robust reporting and advanced analytics which helps in understanding the customer needs prime focusing on the requirements customer is looking for.Its has very good UI for the customer facing and very user friendly options for navigating across different options and it has flexible ticket management and with automated workflow which helps us better understand the pending issues and what are the better ways is minimizing the issues in future and additions features i like the most are as below:

1)Open API

2)We can export the tickets to view in CSV.

3)Include public and private forms

4)SSO with twitter Facebook

Cons: The least about the software is that this software is getting struck sometimes due to adequate request and on multiple selection and the latest software is now which is working very fine and fast

Overall: Zendesk is super easy to use and to communicate with different other teams is very easy.very good customer support and it has 24/7 support .Zendesk has a great job in seriously improving their product listening to their customers and releasing new features to make their customers feel very happy. it is fully featured and comprehensive .

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).

Capterra loader

Good ticketing tool, but not fully a fully customizable solution

Apr 22, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Web interface and app are easy for agents to use and become familiar with. Forms can be set up and customized to capture a wide range of issues and set up to auto-send to the correct departments for quick follow-up. There is an ability to set up a variety of views and to share these or keep them to a single agent if desired. Once a ticket has been created, end users can reply directly from their email, which makes it simpler for them to use.

Analytic tools in Zendesk aren't bad. The permissions and available types of users are good.

Cons: There are definitely some limitations to this platform that become more evident the more familiar you become with the system. There are some settings that cannot be customized on a per-form basis, and this makes it difficult to fully customize reporting and analytics properly. There are similar limitations on SLAs, especially when there are end users that operate with different hours/days of week, so some of the blanket settings become less useful in situations like this.

There is no end-user app.

Overall: This tool has generally met our needs, but may not have been the correct choice for our specific use. If there was an app for end-users and some further customization available, it may be able to become what we had hoped it would be. It does do what it is meant to do very well; it should just be clear that there are limits to its customization.

Capterra loader

Hands down the best support ticket system available

Feb 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received.

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

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

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
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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.

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
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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

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

Apr 04, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Flexible ticket management with automated workflow

Multi-channel support: email, web, phone, chat, social media

Robust reporting & advanced analytics

Branded customer-facing web interface

Community forums

Over 100 out-of-the-box integrations with 3rd party apps

Multi-brand support with linked accounts

Group rules and macros

Screencasting

Public and private forums

Multi locale (timezone and languages)

REST API

Salesforce & SugarCRM integrations

Real time updates

Open API

Cons: This caused us difficulty with our own customers.

The price structure is developed by some MBA guy. It's an online platform people, get over yourself.

Dropped calls constantly, not an efficient way to keep our team informed about patients, super frustrating when calls were not taken even though their were people available

Zendesk have continued to charge me for months despite having a new paid account Forced to switch to Zendesk from Zopim Zendesk continue to charge my old account 6 months later Wasted many hours on their own online support. Countless emails ignored. Started a dispute with PayPal but still, I cannot elicit a response from Zendesk Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me.

Overall: Easy to use Tracks all issues and provides reports Improves efficiency and service quality

I love a ticketing system - and the cost of Zendesk is just right! The functions are endless, even for the basic subscription.

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

Quick set up. Easy to begin the process of setting up a help desk system. Nearly immediate results for customer notifications and for internal email notifications.

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
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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.

Zendesk is my ally!

Mar 10, 2019
5/5
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: The reporting tab is all I need for keeping track of how the team is doing. I don't need to export the information to another tool to get numbers, they're all in this same platform. My personal favorites are the tickets stats which allow us to see a summary of how many tickets have been solved, satisfaction rating percentages and first reply time averages. These options can be easily filtered according to the time frame of my preference and if I want to check in depth, I also have the options available.

Cons: I've had a hard time with the mobile app version of Zendesk, it's not as easy to use as the desktop version. Also, he help pages should be more precise with their answers, I feel you have to go thorough so much to get to the information you want.

Overall: I couldn't be any happier with Zendesk. From the different filtering, viewing. admin options and more, I totally feel good with this tool. Distributing tickets and following up with our customers has never been so easy. I love how new tickets are under an unassigned folder, which then can be assigned to or grabbed by anyone in the team. If a customer replies, it goes back to the person who initially responded the ticket which allows us to provide continuous follow-up. Another of my favorite options: private comments; it has helped us to save important information from the ticket/customer without having to use other tools.

This Customer Service tool will make your life so easy!

Jan 13, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have been working with Zendesk for about 3 years and I am very satisfied as it is very easy to use and to set up every new feature. At the moment we use the ticketing, talk and chat features and they do their job.

In all this time, we had to adapt out features to different business needs and Zendesk is very flexible regarding the customization and integration.

It is also effortless to keep track on agent's activities in all the different channels and monitor the SLA and urgent request.

Cons: Zendesk has a very complete report session that is extremely easy to use but when exporting data from the settings>report tab, it does not allow you to select a starting date for reports in cvs program, so everytime we need a ticket report, we need to extract the data from the past few years which make it a very tedious and time consuming task.

Overall: With this program, we have solved the issue of different channels (ticket, chat, telephone) in different platforms which made the agent's work easier as they spend less time swapping from one program to another and the rest of the team as we have a complete database and reports overview

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
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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.

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.

Capterra loader

Industry standard allows for integrations

Nov 28, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The best part I like about Zendesk is the ability to integrate with other software including APIs, the Zendesk marketplace, things like Zapier, and so on. If the solution doesn't exist in Zendesk itself, there's a way to do it. In my personal opinion, I find the software intuitive, but a bit complex at the same time. Until you've gone through it and understand the layout, it might be unfamiliar if you've experienced a different ticketing system.

Cons: Creating forms in Zendesk has been really terrible in the past. Trying to arrange them and sort was awful, but they did update that part of it. They continue to get better with features, but some feature updates have been present in the community for years; not that this isn't normal for some software companies, but some of the features seem like they should at least be in a 'beta' stage.

Overall: Zendesk has been a great help in two specific areas -- solving problems and getting feedback when problems aren't solved (satisfaction surveys). It's been nice to see metrics each month to find out where we can improve.

Capterra loader

Support Agents Dream

Apr 29, 2019
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: If there has ever been an issue, Question or concern Zendesk was always there to capture it. I set my macros and off I go, responding while having a timer track my time to respond. The feature keeps my staff and clients on track so that they will never miss any inquiry. I have my Zendesk connected to my Gmail for the easiest, fastest way to communicate via email or chat. We have multiple help articles that are available to our clients which saves a lot of time for my agents as this can be a great way to get an answer quickly. Overall my company and I use this software without any hiccups and I can say for a fact I'll be working with Zendesk for all my client's support needs.

Cons: What I least liked about this software was how confusing the completion of the tickets are. For example, the "open" and "closed" ticket function can be very confusing to deal with, particularly for the client. They often receive correspondence that can be alarming when progressing through different stages of a task. My company usually is able to address this issue quickly but it does become a hassle.

Overall: Overall, my experience with Zendesk is very pleasant. I can keep track of all issues, questions, tasks and/or discrepancies with ease. Mostly I find myself looking through past tickets as a refresher to how much my company has overcome and the improvements made as a result.

Steep Learning Curve, but Worth it

May 13, 2019
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Comments: I think it provides incredible power for cross-team collaboration within an organization and makes client-facing communication a breeze. Some of the functionality can seem a bit clunky/ non-intuitive when learning the system, but with thorough training and time, these can be overcome.

Pros: There are a huge number of integrations and apps that can be added to the software making limitlessly customizable. My organization uses dozens of other programs and services that had available connectivity options with Zendesk prior to our adoption of it, and was a large part of our decision to move to Zendesk. it allows for direct and personal communication with clients while allowing other internal users throughout the organization to review, learn from and share tickets.

Cons: Learning was tough and there are a lot of small nuances that take getting used to and can be annoying at first, but once learned are hardly noticeable. Certain functions such as ticket type can be a bit confusing. For example, I am still not 100% sure what, if any, functional difference there is between "Question" and "Task". If there is some way to notify me when a task is due, I have yet to find it after using the software for nearly 2 years.

Capterra loader

Allows for a Customer Support team to grow exponentially

Jan 08, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It allows for a very efficient customization of the ticketing process based on each team's segmentations, permissions, and processes.

The integrated How to articles functionality is very useful

Tagging, custom common replies, automation in terms of assignments are minor things that will improve your ability to scale your team efficiently

Reporting, especially combined with the GoodData integration, is excellent

Cons: For a ticketing / support platform, our support experience has not been great. We have been mainly dependent on the platform's forum

A minor gripe is being able to mention a specific collaborator in an internal ticket comment so that you can work together more efficiently

Overall: We have based our entire support process on Zendesk and have gotten excellent results. It allows for efficient tracking of the new tickets and their progress and integrates with Jira so that we can track any required development work.

We can also track how many tickets an agent has solved and the customers' satisfaction for each one, which is very useful for internal evaluation processes.

Zendesk makes our IT Department look like the heroes we are!

Feb 21, 2019
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 makes it easy for our end users to put in requests for support. We can receive tickets from multiple mediums; email, text, web portal, and app. The mobile app is amazing. Our support technicians are able to respond to tickets from anywhere via the app. Any company who is serious about providing exceptional support needs to be using Zendesk.

Cons: There is not much that I do not like about Zendesk. However, I believe they need to focus on building a better knowledge base mechanism. We would like to be able to take a helpdesk ticket and its resolution and easily publish this to a knowledge base. This is not possible currently.

Overall: We used to use a free IT support system. Zendesk has dramatically changed how we approach IT support. The set and forget mentality that is Zendesk. We used to deal with disorganization and random people stopping us in the hallway. This would result in us forgetting to address the issue and add further frustration for our end users. Zendesk is so easy to administer and even easier for our end users to put tickets in.

Best in its Class for Good Reason

Dec 26, 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 has reached a point of product maturity and mass adoption that few competitors can match. Not only is the software highly refined for its purpose, but millions of customer service reps across the world are already familiar and well-versed with the features within. Some of the biggest companies in the world use Zendesk for millions of tickets and instances per year. As a customer, you've likely used Zendesk many times without even knowing it. Zendesk is a cornerstone for preventing customer churn/attrition, keeping customer sentiment positive, and addressing ongoing customer support needs. Given the reasonable licensing fees, I wouldn't use anything else.

Cons: Because it's so popular and common, it's not tailored for any specific industry or product type, so often the features are built in a broad, abstract, and malleable way. This requires you to perform a little tailoring and administration to make Zendesk work well for you.

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
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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.

Great software for customer support

Dec 12, 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 like how easy it is to use and how simple the interface is. The messages will be displayed in chronological order, the internal comments or escalations will be in a different colour to differentiate them; everything is simple but clear. In addition, there are a lot of add-ons that can be added depending to what you want or like (for example, a daily joke section to make the employees smile). Very happy with the use of Zendesk.

Cons: I wish it would have an option to easily verify when an email was received or bounced as this is not within the options and sometimes we do need to check that. In addition, though this is not really about the performance, I wish it could be personalized, meaning that there were themes available to make it look as you like.

Overall: I think Zendesk is a great solution for things like customer support with a lot of different options to fit your needs, such as a social media tool as well. I highly recommend it.

Zendesk - Great for Support Desk but Not so great with functionality

Oct 25, 2018
4/5
Overall

2 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Having used Zendesk as an alternative to other options, here are my thoughts on it: 1) Zendesk is good at integrating multiple communication channels into one place. Unlike other options, using social media channels is included in the cost. With Zendesk the social media channels are included in the per user cost, so you are only paying for other features like Knowledgebase or Live Chat, or the bundled option. 2) Cost per user is fairly reasonable compared to other solutions we looked at. For us the cost per user was really important because while we may need fancy features, we wanted to make sure we did not end up spending more money for features or services we really didn't need. 3) Third party app support - We were able to choose and integrate with third party tools using the App directory. This helps to add functionality that may not be included in the core Zendesk product.

Cons: 1) Not sure why but most companies have very poorly designed mobile apps, Zendesk's apps while ok are still not as good as using the web platform. 2) Using social media channels, you are not able to attach documents or media, you can only respond using tech. This would be ok if you do not need to share documents with potential clients but for sales people its not great since we get a lot of our business from social media channels. 3) Unread Support tickets -Not sure why this is a thing, but for some reason Zendesk will show every administrator/user support tickets as unread even if someone else is responding to a ticket already.

Capterra loader

One of the best customer service software for cloud based company

Oct 15, 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
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Pros: 1. Super easy to use and pretty simple method to finish for initial setup

2. Visualization, Optimization and materialistic design

3. Syncing, connecting with the different team for assigning any ticket and solving with team method is really smart in Zendesk.

4. They have really helpful customer service for 24/7

Cons: 1. Distributing and managing any ticket to any specific team is still looks difficult.

2. Admin panel has restrictions for multiple people

3. bugs, slow and not connecting sometimes

4. Suddenly crashed and and need to restarted the broswer which is really bad.

Overall: From 2014 to 2016, our company has been used Zendesk for your customer service solution via the Technical support team. We used to manage, assign and distribute all knids of issues via Zendesk which really amazing tool and really saved our valuable time and make faster our regular scheduled working hour and increased productvity. I love Zendek and their smart service including lovely customer support.

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
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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.

Get the best customer support software with Zendesk!

Dec 14, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: What I liked most about Zendesk is the software can be downloaded to multiple devices including a computer, laptop, and iPad. So if you're on the go, don't worry you will still be able to interact with your customers! It is also very easy to use, but learning every functionality of Zendesk could be difficult. Though, they offer online webinars to learn more about how to use it and how to find the data you're looking for.

Cons: The one thing that was frustrating about this software is internal notes can be hard if you have multiple users on the email thread. Sometimes you will be trying to talk internally with your team, and some posts would not show up just internally based on who the user was. It did not happen very often but the chance was still there so we had to be very careful.

Overall: It solved a lot of business problems for our team. We were able to connect our phone lines to Zendesk so every time a customer would call, the system would automatically create a ticket for us. It allowed us to respond very quickly to our customers since we were able to download Zendesk to all of our devices.

Great service desk tool, but lacks some basic functionality

Apr 14, 2019
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Zendesk is easy to configure, has a good amount of options, and was very easy to migrate to for my team. I particularly like the level of granularity you can get from the GoodData reporting, and the level of control you can have over your ticket flows through Automations, Triggers, and Macros

Cons: Unfortunately, you can find some basic functionality is missing, such as forwarding a ticket to a third-party from within Zendesk. I have had to set up a seperate form with triggers and email channels in order to achieve a bit of a hacky version of forwarding, but it really isn't ideal. Also, the reporting is switching to a paid in-house model (moving away from GoodData) which feels a bit like having to pay for a feature I have always had access to. Time will tell on that one though

Overall: In all, Zendesk is a great platform to service customers, both internal and external. While I have gripes like the above mentioned missing forwarding, I like that the controls are abundant enough to allow for workarounds to be put in place. This level of control has also lead to some really creative efficiencies produced by my team

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
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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.

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
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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!

Zendesk from a Helpdesk Manager's Perspective

Oct 20, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is best in class period. I did a ton of research when selecting our new ticketing platform. Go live was generally uneventful and easy, the process of creating and standing up everything as well as internal testing took a month.

I really came to Zendesk for its analytics and its ability to expand with tons of app integrations.

The analytics really allow me to dive into valuable buisness metrics such as time to first response total time spent per client per month - resolutions times - tagging I could go on and on.

Cons: You are essentially alone in standing up your Zendesk account. To the uninitiated you will be spending a looooot of time reading Kbase articles and blog entries to get things just right.

I really wish Zendesk would have an on boarding where someone would work with you to get what you want out of the program - especially from a reporting standpoint. Programming some things in their insight platform can be maddening even for some versed in programming logic.

Capterra loader

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

Feb 06, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Zendesk offers the ability to take your helpdesk with you and untethers you from your desk. The smartphone app works well and most tickets (in our case) can be dealt with via Outlook integration.

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

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

If you need a simple system it is affordable.

It's relatively easy to implement.

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

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

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

Overall: Knowledgebase, tickets, satisfied users.

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!

Easy to implement but still growing in feature set

Mar 16, 2019
4/5
Overall

4 / 5
Ease of Use

2 / 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 implemented Zendesk very quickly. It was easy on the administrative side to set up and even easier for our employees to learn how to use it.

Cons: The implementation rep assigned to help us wasn't very helpful. We literally figured everything out on our own. You're limited to the amount of time you have with an implementation rep unless you want to pay more.

Zendesk also uses GoodData to support their reports platform. While this is great as you can literally get whatever report you want, it does require a large amount of time to obtain the data you want. We took multiple training courses from Zendesk (even paying for some) but didn't feel they supported the depth of the GoodData product.

Overall: It's been great, but an easier reporting platform would be awesome. Also lacks some features (when compared to Desk - who we came from) but I know they will come with time.

Perfect Software for many cases

Apr 04, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

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

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

Best tool to manage all your customer contacts in one place

Mar 23, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We have changed our customer service tool already a couple of times as they were laggy or not that easy to use. We have found in zendesk a good solution to manage and go through all our clients contacts in no time as it is very easy to browse through tickets, in terms of tags, topics, date or agents who dealt with it. It is easy to integrate with other crm or quality assurance tools.

Chat and telephone tools works very well and there are metrics for each channel so can you can always have the work monitored.

In terms of personalizing the profiles of the agents it is very wide as you can choose the skill, languages or importance of the ticket which make the navigation and work division very easy for the agent. We are all happy

Cons: So far I don't have any complaint regarding Zendesk, but it can be a bit pricy for small companies. it Worth every penny though

Overall: Definetely this tool helped us to save time when dealing with customer's requests

Capterra loader

Great program for a ticket system, but could use improvements.

Dec 15, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that Zendesk is pretty easy to understand and grasp. I also like all the reporting it provides, with a variance of statistics it calculates. The many different email/group/forwarding options are greatly beneficial when it comes to how tickets come in and are separated out. I like that ticket options can now include new, open, solved or pending, which is great to categorizing tickets.

Cons: I think Zendesk could use more options for statistics and reporting. Options such as setting deadlines and/or turn-times for tickets would be very beneficial when trying to report on and meet goals.

Overall: I would definitely recommend Zendesk when it comes to a ticket system for around 10-12 people. But once you exceed around that amount and/or want very detailed reporting, goals, statistics, trends, etc., I would recommend a more intricate ticket system.

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 :)

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
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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.

Capterra loader

Ubiquitous Help Desk Software With Infinite Customization Possibilities

Jan 24, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The agent and customer views are very straightforward and we have had no issues training both our employees and customers on how to interact with the help desk.

The REST API is very dynamic and full-featured and just about any custom functionality that you can imagine can be built using it. Morevoer, the API documentation is very well-written and comes with many easy-to-follow examples.

Cons: The agent views are slow to initially load, on average. The interface can sometimes get in an unknown state that requires a refresh, sometimes. These are not common issues, however.

Overall: For both large and small businesses, Zendesk Support is one of the easiest platforms to use to manage 10 tickets per day or 10,000 tickets per day. For any company looking to host their help desk in the cloud, Zendesk Support is a very good solution.

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
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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.

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
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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

'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
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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

Meets Needs of small business

Jan 28, 2019
5/5
Overall

3 / 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 use Zendesk support along with chat for sales and support and I am pretty happy - we have made signed up enough users since we started using Zendesk chat and support to cover any costs- Readers also like the ticketing feature being available as they know that we will get back to them soon instead of an email which they do not even know that we received. Overall its a great program for sales or support at a fair price for small businesses as well.

Cons: It is a bit confusing to use and customize- if you make mistakes with triggers it is hard to figure out how to solve it although suppory there is decent- that said I do not blame Zendesk they have many features for more advanced ticketing so its going to be a bit complex because if you are a bigger business or have specific needs you will be utilizing these more robust tools

Overall: We use zendesk for customer support ticketing mostly related to support but also for potential sales

The experience your customer need.

Apr 28, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I really like everything about the tool. It is very easy to use, very manageable, and integration to third-party apps it's easy. You can add apps like Trello, Husky reports, and others. As well, you can see previous tickets submitted by the same users and add shortcuts, which will appear on the right-hand side. You can see which staff member is working on tickets, reports are very well done, which is helpful to keep track of the responses.

Cons: I really have had no troubles with Zendesk. The only trouble I can remember is tickets not been delivery as they were stuck in the server. However, it was taken care of Zendesk personnel very quickly and worked was resumed. That would be the only con I had and not any other outage from Zendesk.

Overall: It has been great. It was really easy to integrate with our main website, support tickets have come with no troubles. Price is very reasonable and the support given by the company has been outstanding.