Zendesk Chat

Zendesk Chat
Formerly Zopim

Score 8.4 out of 10
Zendesk Chat


What is Zendesk Chat?

Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
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Recent Reviews

Zendesk Chat Review

7 out of 10
September 28, 2021
Currently, our Customer Support team is the only team using Zendesk Chat. The chat widget displays on our website, allowing customers and …
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Chat for SaaS

10 out of 10
April 24, 2021
Both our Client Success and Sales team use Zendesk's chat functionality. The Client Success team uses Zendesk Chat as the first line of …
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Zendesk Chat

6 out of 10
March 24, 2020
When we first started using Zendesk Chat, we incorporated it to our main website to provide prospects who land on our page the option to …
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per user



per user



per user

Entry-level set up fee?

  • Setup fee optionalOptional
For the latest information on pricing, visithttp://www.zopim.com/pricing


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $11.20 per month
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Product Details

What is Zendesk Chat?

Zopim Live Chat allows users to talk to visitors online in real-time. Zopim shows up as a chat bar docked at the bottom of a website. Visitors chat simply by clicking on the widget.

According to the vendor, key differentiators/benefits of Zopim include:
  • A real customer-centric live chat tool that is used by businesses around the world.
  • Plenty of useful features : fully customizable chat widget, customized greetings, ability to set up operating hours, smart offline mode, chat transcripts, canned response, file transfer, etc.
  • Full-fledged dashboard: real time visitor information, automatic translation and conversation search.
  • Powerful triggers to initiate chats with a targeted group of visitors
  • Ability to organize a team of customer support representatives into departments
  • 24/5 technical support from Zopim
  • Chat widget available in more than 54 languages.

Zendesk Chat Features

  • Supported: Customizable chat windows to suit your branding
  • Supported: Analytics of visitors such as countries, page they are on
  • Supported: Use smart triggers to initiate chats with visitors
  • Supported: Create shortcuts for repetitive response to visitors
  • Supported: Create different groups to organize customer support agents
  • Supported: Set up operating hours of chats
  • Supported: Hide chat window on website when offline
  • Supported: Advanced analytics of agent performance and chats
  • Supported: Export chat transcript for references or training purposes
  • Supported: File transfer during chat
  • Supported: Integration with CRM (Zendesk, Salesforce, ZohoCRM)
  • Supported: Available in Android, iOS apps

Zendesk Chat Screenshots

Screenshot of How Zopim Chat Widget looks on the website.Screenshot of This is how the chat window looks like to your visitorsScreenshot of This is a screenshot of the visitor list.Screenshot of

Zendesk Chat Integrations

Zendesk Chat Competitors

Zendesk Chat Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAll Countries except for countries in Prohibited Jurisdiction
Supported LanguagesArabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

Frequently Asked Questions

Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.

Zendesk Chat starts at $11.2.

LiveChat and Olark are common alternatives for Zendesk Chat.

Reviewers rate Support Rating highest, with a score of 8.2.

The most common users of Zendesk Chat are from Mid-sized Companies (51-1,000 employees).
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Reviews and Ratings


Attribute Ratings


(1-18 of 18)
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Score 9 out of 10
Vetted Review
Verified User
Zendesk Chat is an easy solution for non-voice customer support teams. It is so user-friendly and beginner friendly. From an agent perspective, they can customize the notifications, shortcuts, tagline, etc. As an admin, you'll be able to scratch through each and every data and analytics. You can add skill sets to each user, chat limit, agents, departments, roles, chat routings, shortcuts, and triggers. The analytics are updated in real-time, whereas other similar tools take a day or week.
  • Zendesk Chat has triggers, where we can automate responses if the chat is idle nor if the chat is reconnected etc.
  • Zendesk Chat does have three aux options, Available, Away, and Invisible. We can use the Invisible option if all the agents are hopping for a huddle/meeting, where the customers will get an alert stating that no agents are available, and they'll get an option to drop an email instead of waiting.
  • Agent can instantly see their CSAT review for the chats that were handled, as an admin, I can limit this access to "individually or everyone."
  • When agents handle multiple chats, all the chats will have the same colour code in Zendesk, instead, if we have unique colour for each chats, it'll helpful for agents. This will prevent incorrect responses that were meant for a different customer.
  • Chat Timer, In Zendesk Chat it shows the time exact as per our location, however, if we have a timer that starts form 0 seconds, it will be helpful for agents to keep up on their AHT.
  • More Aux options like Break 1, Break 2, Meeting, etc., would be helpful for the managers as well as the users.
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
Score 9 out of 10
Vetted Review
Verified User
We use Zendesk Chat so that customers can contact us with their problems and so that we can solve them as fast as possible. I have a team of 20 agents who use the tool, so I check the quality of the contacts if all processes were followed and if the chat tool has any tech issues.
  • Enable costumers to contact us faster.
  • Enable us to solve costumers issues faster.
  • Enable the costumer satisfaction to increase.
  • When someone is working on 2 or more chats at the same time, sometimes it crashes.
  • The 'ring' of new chats coming in is annoying and distracting.
  • Sometimes what was written to be sent in one chat disappears.
Zendesk Chat is suitable for customers who need to reach a company with requests that can be fastly solved at that time point. It is not suitable for instances in which you will need more future contacts with the customer to solve the issue. In that case, an email thread would be more suitable.
September 28, 2021

Zendesk Chat Review

Score 7 out of 10
Vetted Review
Verified User
Currently, our Customer Support team is the only team using Zendesk Chat. The chat widget displays on our website, allowing customers and potential customers to contact us with any questions they have while exploring our site and/or during any part of our quote and purchase flow. The intent for enabling and offering this channel is to allow visitors to ask quick questions without picking up their phones. We recently expanded our Customer Support team from three to five agents. All of these agents have access to Zendesk Chat. Therefore, they have the capability to chat with customers while they are visiting our website both proactively and reactively. Although, we don't proactively reach out to visitors. Instead, we focus on servicing those customers and potential customers who reach out to us to ask questions while visiting our website.
  • Automatic ticket creation that contains the chat's transcript
  • Automatic replies when the wait time reaches certain limits
  • Ability to transfer the chat to another user
  • Linking with a telephone, so the agent is only working on 1 channel at a time
  • More simplified way to create and use templates
  • Link users who may have provided us a new/different email from what we have on file for them
It is well suited in the following scenarios - to create a Zendesk ticket that automatically saves a copy of the chat's transcript in the Zendesk ticket, to track timestamps associated with the chat, for agents to understand what page the customer is on when they initiate their chat, and for agents to proactively reach out to customers who have been visiting a certain webpage for an extended period of time. It is less appropriate in the following scenarios - to truly capture the chatters' identity, especially when the chatter enters a different email address than what we have on file for their existing Zendesk profile, and for agents to be available on both chat and phone, but in a way that they are not taking a new phone call while they are on a chat and vice versa. I'd also like the ability to pull a report that summarizes from which webpage chats are being initiated overall. This way we could understand where we may need to improve our messaging, etc.
Arief Widyananda | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Zendesk Chat [(formerly Zopim)] on our website to boost the customer service experience. It connects with our Account Manager team to solve any customer issues related to our product.
  • Website tracking (detailed information about the visitor)
  • Quick and easy to implement
  • Agent redirection and multiple agent chat
  • Admin area sometimes take a long time to load
[Zendesk Chat (formerly Zopim) is well suited for] any business with online services that want to improve their direct communication with their customers. But please make sure this is just a tool for communication with the customer, the team behind this chat is much more important.
April 24, 2021

Chat for SaaS

Score 10 out of 10
Vetted Review
Verified User
Both our Client Success and Sales team use Zendesk's chat functionality. The Client Success team uses Zendesk Chat as the first line of defense for support questions while Sales uses it to answer perspective buyer questions. Zendesk Chat allows our clients to very quickly get in touch with us during business hours without having to wait for a response to an email or pick up the phone and give us a call.
  • Can be embedded in a website
  • Can set 'chat hours'
  • Can create chat shortcuts
  • Can share attachments
  • It would be nice to be able to see more chat metrics without explore
Zendesk Chat allows a team to quickly answer straightforward questions. This can help a team manage more volume with the same amount of people, as one can handle multiple chats, but not multiple phone calls. It would not be helpful to use for full-on training or in a circumstance in which the question is overly complex, where a screen share would be better suited.
Score 7 out of 10
Vetted Review
Verified User
Zendesk was used to replace Talkdesk in our company.

We were looking a platform that worked across phone, email and chat while integrating with our internal platform.
  • Accessibility
  • Ease of access
  • Usability
  • Chat
  • Ability to personalise
  • Price
We used and implemented Zendesk while working from home. It bedded in well, with minimal interruption to BAU. All colleagues were able to use it within a short period with minimal downtime. Would recommend to any small/medium business implementing a contact platform within their business.
Score 10 out of 10
Vetted Review
Verified User
Zendesk Chat is being used as one of the main lines of communication with potential new Ting Mobile and Ting Internet customers and as a support tool for our advisors. It's also being utilized as a great alternative for customers abroad who don't have the ability to speak in English over the phone or email since it allows the user to translate the chat into their own native language.
  • Extremely fluid chat interface allows for easy communication.
  • It can be used directly on a website page or as a widget.
  • Allows the end user to translate the chat into their own native language.
  • Notifies you with pending chats via on-screen notifications and sound effects.
  • Multiple chat interface, allow us to have multiple screens open at the same time as opposed to just one chat at a time.
  • Allow the customer's chat screen to move along to the new pages they navigate to while chatting with sales/support, the window will close abruptly otherwise.
  • Different user interface colors would be a nice bonus.
Zendesk Chat is great for communication with potential and existing customers as opposed to having to speak with them. Some customers don't like talking on the phone and/or like the flexibility of doing other things while chatting in. It's not as appropriate for meetings with management/higher-ups since it's far too casual.
Score 9 out of 10
Vetted Review
Verified User
Zendesk Chat (formerly Zopim) is being used in two of the departments of the company, which consists of more than 1,000 employees. The tool is used as a medium of communication with the customers and couriers who use our delivery services. It is the primary way of communication for the customers who face issues with their orders and need immediate help.
  • User friendly for the employees who use the platform to chat with customers
  • Easy to pull up data and the data is quite accurate
  • Easy to find previous chats using the History tab
  • Needs a feature through which chats of a specific concern can be directed to specific users
It is well suited to help the customers with any of their concerns, as they don't have to call and stay on the line till someone picks it up. Instead they can just message and it immediately shows what their position is in the queue if there is any so that they can plan accordingly. Also, Zendesk Chat (formerly Zopim) gives the customers written proof of what they have been promised by the customer service representative.

It is less appropriate in scenarios which are more sensitive and need a personal touch and it is also inappropriate for elderly people, as they prefer talking over chatting.
Score 10 out of 10
Vetted Review
Verified User
We use Zendesk for chat from our website. Using their rules, we route customers to the appropriate department. This allows our customers an additional way to get in touch with us. Many of our customers are switching from phone calls to digital methods to communicate with our company.
  • Routes customers effectively
  • Instantaneous communications
  • Remembers users after first visit
  • Setting up rules was not as easy as it could be
While it is a little more expensive than its competitors, it offers all of the bells and whistles for one price. We have tried other solutions but ultimately came back to Zendesk Chat.
I've only requested service once, and my issue was resolved in the first conversation.
March 24, 2020

Zendesk Chat

Score 6 out of 10
Vetted Review
Verified User
When we first started using Zendesk Chat, we incorporated it to our main website to provide prospects who land on our page the option to chat with us in case they did not want to call or submit a form. It helped us create a new channel of communication for prospects, so being able to immediately talk to them has helped with sales.
  • Ease of implementation
  • Helps with sales and communication with leads
  • Mobile-friendly
  • Pricing can get hefty.
  • Tweaking of appearance and auto message
  • Some competitors offer services for free.
If you are a very small business or freelancer, Zendesk Chat might not be the best option for you because if you want more features you will have to pay. Just go with Facebook messenger since it's free. If you are a bigger business and can afford it, then, go for it. Also if you don't feel like you can handle too many tasks at once because you don't have the help, do not overwhelm yourself with chat.
I have found other affordable options that provide some of the features they do, and since I am a small business staying within budget is very important. So, if we are not losing anything by making the switch, then we will.
Score 9 out of 10
Vetted Review
Verified User
Zendesk Chat is currently being used by our Customer Service department only. However, we are looking to expand this use to other departments to work directly with our independent contractors. It's been a great tool for our company to connect directly and more efficiently with our customers. Easy and quick service!
  • Zendesk allows to use macros for commonly asked questions.
  • Quick and easy service for our customers.
  • The alert sound that happens when a chat is coming through is pretty obnoxious.
In our organization, we eliminated email as a channel of communication for our customers, which made phones and live chat that much more important to focus on and keep up with. Zendesk chat makes doing that easy for not only our agents, but also our customer base.
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
Score 10 out of 10
Vetted Review
Verified User
It is very easy to use and configure. It provides different supports like chat and the ability to talk along with email support. It is being used by our chat department, and it is very easy to use for a non-technical person. It's easy to manage support tickets with Zendesk. It can be used from mobile devices as well. Our chat department is using this platform to resolve or communicate with the customers or clients.
  • Zendesk is very straightforward and easy to navigate. A non-technical person can work without any issue. It is very easy to write and answer tickets in the system.
  • It has an awesome user interface. Zendesk is easy to set up and configure.
  • It allows me to create macros. I can also create mother and parent tickets in Zendesk.
  • Unable to edit a reply once delivered.
  • Zendesk support is quite expensive for a normal user.
  • Zendesk does not have network monitoring either.
The upsides are that you can click on the customer's name and see all of their previous tickets and chats. The best advantage is that you can visualize the ticket process to be able to make decisions about the incidents that arrive. It also has the ability to add certain tags to tickets, and I can view all the tickets that have tags.
Score 7 out of 10
Vetted Review
Verified User
Zendesk Chat is used by our Call Center for both Sales and Support. Our Call Center operates 24/7 and serves chats from several websites. A couple of months ago we connected the "Message Zendesk" to our Facebook pages. So we serve those messages also in Zendesk. Sales provide service for potential clients, leads them through the way to convert into paid orders. Support provides service for existing clients.
  • Can be used at several websites simultaneously in multiple chat windows with different settings.
  • Proactive chat option.
  • A possibility to create and format a big amount of diverse canned responses.
  • A possibility to setup hotkeys for the most commonly used templates.
  • Customer message preview.
  • Website visitors manual invites.
  • Chat variables in chat messages. The operator needs to send the client a link to the "Contact Us page" on the web site.
Zendesk Chat is well suited if: you have multiple web sites with different types of visitors and concerns, you have a complex product and product's life cycle, you are optimizing call center time and resources, you are increasing and tracking sales in chat, you measure and monitor call center KPIs, and you have multiple communication channels with clients. Zendesk Chat is less appropriate if it is your only sales channel or your website is very stylish/new/hi-tech.
Score 8 out of 10
Vetted Review
Verified User
Shoppers purchase drive without fail, so when making a deal, you should get them right then and there. Without Zopim live talk, you as a rule have questions sitting tight for the arrival of an email. It likewise enables a gathering of individuals to be on the stage with no issue, I have never had an issue or something to that effect, which is awesome.
  • Demonstrates the guests as of now on the site with all essential data like the nation they are, OS they are utilizing and if it's a returning guest.
  • It's anything but difficult to utilize, the UI is insignificant and straight to the point.
  • Ongoing provider following i.e the quantity of dynamic providers and sit still ones.
  • Zendesk/Zoopim is right around an entire Live visit programming .There isn't an approach to compel the client to answer certain inquiries preceding entering the talk. The talk transcripts some of the time take long to appear in the visit history .
  • Exhausting outline for the talk message box
  • No work area warnings
  • Warning sound just played once. Since we are not at the front counter constantly, it would make our work more troublesome since we expected to continue checking the site.
  • No portable application
  • In the event that we shut program window we would be promptly disconnected.
In the event that you have just a single help operator, begin with the free form. On the off chance that you have a greater group or might want more highlights, for example, triggers, attempt one of alternate designs.

Put it all on the line on the off chance that you are utilizing or intending to utilize Zopim bolster. The two projects were made to cooperate, so they cooperate exceptionally well. We have not had issues with the visit highlight since we began utilizing the full program.
Score 10 out of 10
Vetted Review
Verified User
Zopim is currently being used by our organization to provide quick and immediate support through chat for our customers. Zopim is being used solely in our Customer Success/Support department. Zopim allows us to provide immediate attention and support to our customers with a response time of less than 5 minutes.
  • Zopim analytics allow us to understand our customer satisfaction rating and report on chat volumes across various time frames.
  • Zopim connects with our product to allow us better visibility into our visitors path through our site to better service them and quickly understand their questions and rectify their issues.
  • The chat functionality has seamless usability for our customers as well as our agents that are managing our chats.
  • Because we use both Zendesk and Zopim, it would be much more efficient to manage both interfaces from within one product. This includes managing agents as well as managing tickets and chats from within one interface rather than two.
Zopim is well suited for companies who would like to provide quick support to their customers. Having the chat functionality allows our customers immediate support and satisfaction while removing the additional time it takes to submit a ticket and wait for a reply.
Score 9 out of 10
Vetted Review
Verified User
Zopim is being used by our department specifically (technical support in customer success). We use Zopim to interact with customers on a specific subscription plan level. These customers have access to email support as well as live chat support. Zopim allows us to chat with our customers in real time and assist them with technical issues they're experiencing in the app. Our other company, Drip, also utilizes zopim, which allows us to transfer chatters back and forth (if they use both Drip and Leadpages) between support teams.
  • Interface is simple and easy to navigate, macros are convenient to use, and you're able to view how many customers are using the software/online as well as who's clicked on the chat button before they enter any information.
  • Support tickets created within Zendesk support after a Zopim chat ends allows us to send transcripts to customers and follow up.
  • Multiple chats at once.
  • Sometimes servers are down (not too often).
  • Only a certain number of chatters (technical support specialists) are able to be enabled in zopim at a time. This may be due to our plan level, but if another TSS needs to hop in for someone, they have to be enabled first.
  • The new update/layout makes it a bit more difficult to toggle between multiple chats.
I think Zopim is well suited for mid to large sized businesses. There are better options for small businesses that are less expensive or free.
Score 7 out of 10
Vetted Review
Verified User
Zopim by Zendesk is used by our entire Care department. We use it as a customer support channel which we embedded into our self-service portal for easy access to our support teams while our customers are browsing our site.
  • A lot of nice features that allow us to customize the experience that we want to give our customers in terms of branding, functionality, and handling
  • Zopim does a great job with providing business process capabilities and routing features that help with managing our workflow, workforce management, and business processes
  • Zopim is also very easy to use, easy to set up, and easy to understand especially from an agent UI, providing a great opportunity to increase agent efficiency and usefulness
  • Agent administration is severely lacking in Zopim. I would love for my agents to have different roles which give them access to some of the features and functionality, but not all of it. At this time it seems like they either have all or none.
  • Although Zopim provides a vast array of options for its chat capabilities, only the elite plan has the ability to change every portion of its design. I wish that it wouldn't cost so much to access those premium features.
  • Zopim reporting is very hard to retrieve unless you have the highest plan. Agents cannot access reporting unless they are admins. The reporting information is not as robust as it should be.
Zopim is suited best for small to mid-sized companies who are looking for a great functioning chat widget that is easy to set up and easy to use. If you are a larger company with many departments, you can use this system but I highly recommend going with the highest plan. I'm not sure if the cost is worth it, as we decided not to shell out that much money for it. We do wish we had some of the nicer features, but overall it's a great system that is easy to set up and easy to use.
Score 10 out of 10
Vetted Review
Verified User
It is our live chat solution. We talk to customers about their pre-sales questions and concerns.
  • Triggers - they let you complete actions based on various information.
  • Shortcuts - Super helpful way to send pre-canned messages.
  • I wish I could see a preview of the customer's message before he sends it.
If you need live chat and can pay for it.
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