Zendesk Reviews

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Reviews (1-25 of 91)

Sam Mitchell | TrustRadius Reviewer
April 30, 2020

Read the fineprint before purchasing.

Score 1 out of 10
Vetted Review
Verified User
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We used it to manage customer phone calls/interactions and tickets.
  • Good for managing issues and allocating problems across a diversified team.
  • Cancellation policy - we cancelled our domain (no longer using it) and they still billed another year even though they knew we didn't need it.
After the way they treated us when we were no longer using the product I wouldn't recommend anyone use them.
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Anonymous | TrustRadius Reviewer
February 20, 2020

Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!

Score 8 out of 10
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Verified User
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Zendesk is used by specific departments in my organization, having started with just a few and slowly implemented to more. Further implementation is planned, but the process of training and acquiring buy-in is tricky. Using Zendesk has streamlined specific types of requests (for support, etc.) and several functions are helpful for internal communication. The ability to track the types of requests for support is helpful.
  • Internal notes and side conversations are very helpful
  • Organization of particular problems, support requests, etc.
  • What will happen to a response can be confusing; oftentimes users (both trained and untrained to use Zendesk) send a reply to more people than was intended
  • The email communications can be overwhelming with the amount of information on the page
Zendesk is a great solution for managing a lot of requests coming into a department or multiple departments. The internal communication features are extremely helpful for resolving issues. However, if you don't have a dedicated team of people who have bought it and are very familiar with the product, training and getting people to like Zendesk can be challenging. The user interface is not always intuitive and can be particularly difficult for less tech-savvy users. I recommend Zendesk for more internal use and communication among an early adopter demographic.
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Anonymous | TrustRadius Reviewer
February 06, 2020

Zendesk -Good CRM Starting Point

Score 8 out of 10
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Zendesk is used by several departments at my company: customer service, IT improvements and international inquiries. It helps us manage globally and stay on top of different projects and improvements. It also helped us set up a good workflow on processing warranty claims for our company globally. In general, we wanted to manage our customer issues in a better fashion and also stay on track with needed website improvements
  • It helps several users go in and see progress on different customer issues.
  • It helps us tag and track issues to report back on different problems.
  • It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
  • There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
  • The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
  • When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
Zendesk is great for small businesses looking to start a CRM system. It's easy to learn and manage with a small team. It works well internationally and most of the integrations work well. If you are a larger company, you may want to look into a more robust platform as the integrations and larger team management features are limited.
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Anonymous | TrustRadius Reviewer
May 25, 2020

Zendesk is a customer support platform that offers terrible customer support

Score 1 out of 10
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Zendesk is a terrible product. First, while they have many modules, managing them is disjointed. They literally call the same feature by something different across modules. Further, ironically, Zendesk might have the worst customer support of any product we use to run our business. Response times are slow and answers are quite commonly terrible -- they do not address the actual question nor are they coherent. If I were to start over I would not even remotely consider Zendesk and you should not either.
Zendesk is great if you like to fight an uphill battle with customer support from your customer support tool. Zendesk is great if you want to have countless windows and tabs open to offer support. Zendesk is great if you wish to see an example of a terrible user interface for a web-based product.
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Emely Foster | TrustRadius Reviewer
August 13, 2019

Zendesk promotes an optimal and efficient relationship with our customers

Score 9 out of 10
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Zendesk is being used in our Sales department. This platform has allowed us to maintain quality service with our clients. Integrates all communication channels used by the company. It has functioned efficiently as an e-commerce tool, determining its customer support through email, telephone line, social networks, and real-time chat. Everything is provided fast, simple and personalized communication with each and every customer in the company.
  • It has an extremely nice interface, it can be customized, which allows it to be easy to use and allows you to have all the information we need from the client.
  • Zendesk keeps a record on the ticket of all interactions that occur with the customer.
  • It has an effective self-help customer service tool to make them self-sufficient.
  • It allows to efficiently manage the platform from mobile devices thanks to the fact that it has mobile applications for iOS and Android.
  • It provides a function that allows determining the performance of the attention we offer to customers through surveys.
  • It is unpleasant to have duplicate messages when the ticket system is open and not assigned.
  • Zendesk prices can be expensive.
Zendesk allows to reduce considerably the time spent with the customer and interest them in new products. The integration of multiple channels allows us to have our entire website, social networks and email communication in one place. What makes more efficient attention and support that is offered to the client.
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Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer
October 24, 2019

Modern and Handy - Zendesk for Support

Score 8 out of 10
Vetted Review
Verified User
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Zendesk is being used by our organization for client and customer interactions. We have light and full agents added to it and communicate with Customer Success Managers and some developer teams via it as well. Overall, Zendesk is an easy to use software and can be configured just by watching the provided online support videos.
  • Emailing and interactions
  • Calling features
  • Knowledge base features
  • Easy to use
  • Intuitive
  • Small bugs here and there but works well
  • When addressing a team member, we use @ and then initials but this stops working sometimes
I will recommend this tool to most of the people as it has all the features needed to communicate with clients on a ticketing system and also can be customized more with the additional tools available, like ZD Talk.
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Omer Yaqoob | TrustRadius Reviewer
September 24, 2019

Well Organized Ticketing Solution.

Score 9 out of 10
Vetted Review
Verified User
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Zendesk has been an integral part of our company for past two years. We use it to provide the best IT assistance and customer service to our valuable clients. They can easily raise tickets via email - addressing their issues and our IT support team troubleshoots their issues instantly. Zendesk's admin portal is easy to manage and the notifications are also instant. There are times when we get 500+ tickets in a day and Zendesk handles all these queries efficiently.
  • We can easily manage multiple inboxes department wise.
  • We can assign tickets to multiple teams at the same time and they can work on a queries simultaneously, depending of the nature of the issue.
  • The best feature is that Zendesk can also be manage through IOS and Android devices, which is a convenience for me while I'm traveling.
  • Once an email is sent we cannot retract it. That's the feature which is missing in Zendesk, otherwise it is a perfect solution.
Zendesk is an optimal solution to provide the best customer service our clients desire. It is well suited for all size businesses due to its capability of handling high ticketing volume and multiple inboxes.
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Michael Jacobson | TrustRadius Reviewer
July 09, 2019

Zendesk is an easy one-stop platform for your electronic communication needs!

Score 8 out of 10
Vetted Review
Verified User
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Zendesk is a tool we use primarily for inbound emails. It allows us to separate our inboxes for different departments, as well as assign which agents have access to each box. It also integrates with our chat software (SnapEngage), so that incoming chats become tickets and can be saved and researched easily when necessary. It allows an easy interface for all electronic interaction with our clients, as well as providing an easy platform for quality assurance review.
  • Allows multiple inboxes with easy assignment of inboxes to specific agents.
  • Integrates well with other software we use such as SnapEngage.
  • Organizes tickets for emails, chats and calls for easy access and research.
  • No real cons...easy to use, with a great interface!
Zendesk is great for handling electronic communication, especially email. It doesn't handle online chat per se but easily integrates with other software to make the Zendesk platform the only one you'll have to open to work. It creates tickets, allows agents to follow up when necessary, or re-route to appropriate agents or departments.
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Anonymous | TrustRadius Reviewer
November 27, 2019

Zendesk is a must if you are running a business that provides any sort of support

Score 9 out of 10
Vetted Review
Verified User
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Zendesk is being used by our entire organization as the primary way to support internal and external end-users. This support comes to us as support tickets using Zendesk. This application came as a replacement to a previous solution we had in place to address issues we had related to poor customer satisfaction.
  • Clean UXI and intuitive.
  • Great reporting.
  • Integration of other 3rd party products.
  • Price can be prohibited for some smaller companies.
  • We found some workflow issues that since have been resolved but they are definitely something to keep an eye on.
Zendesk is a great solution for companies and organizations looking to provide excellent customer service as it allows customers to submit support tickets and get immediate help. From the organization perspective, it allows management to track SLA and customer satisfaction and intervene if or when necessary to meet their goals.
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Anonymous | TrustRadius Reviewer
October 30, 2019

Zendesk is an easy to use helpdesk tool

Score 7 out of 10
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Verified User
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Zendesk is currently being used by our Customer Experience team.
  • Able to solve customers' issues.
  • Mostly user-friendly.
  • Able to work collaboratively with your team.
  • UI can be a bit more welcoming.
  • Sometimes searching for specific tickets can be hard.
Zendesk is an excellent solution for helpdesk purposes. It will allow you to be on top of all of your tickets so no customer issue will slip through the cracks. Sometimes one user starts with the ticket and can take weeks to solve the issue. However, Zendesk will allow assigning that ticket to the same person so there is no miscommunication. It is also very easy to assign tickets to a specific person because you know that person will be the best to respond to that ticket.
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Sam Othman | TrustRadius Reviewer
April 23, 2019

A highly configurable, easy to use ticketing system

Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using Zendesk across a couple of main business units. I use it personally to handle IT support requests as well as administering it for our Customer Service team who use it to service our external customers. Previously, both teams were managing all requests out of inboxes using Outlook which was inefficient and lacked ownership of tasks.
  • Ownership: Assigning tickets to agents and allowing them to follow through the entire process from end to end.
  • Organization: Multiple teams can be in the same instance and tickets can be assigned between teams depending on which stage of the process it is up to.
  • Ease: For both end users and agents. The end users can either just send an email to a designated email address or go in and use a preconfigured template in the landing page.
  • Reporting: There are some additional purchases that can be made to increase reporting, however, I would like to see some more reporting out of the box.
  • Statuses: It would be good if we could make our own Statuses as not everything fits into the preconfigured categories
  • Add ons: There are plenty of add ons in the store but some of the more highly adopted should be rolled into the core build by default.
We have been slowly using it to try to migrate mailboxes out of Outlook and into Zendesk to allow for better and easier management of support. It is great for small tickets but not so good for project management. We use it in conjunction with Jira. If someone submits an issue that is bigger than a quick fix, we use Zendesk to create a Jira task and handle the rest of the project through that. We can then link all other Zendesk instances of the problem to the same Jira task.
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Kenyata Garner | TrustRadius Reviewer
January 15, 2019

Is Zendesk What You're Looking For? Try a Demo and see is what I say.

Score 8 out of 10
Vetted Review
Verified User
Review Source
I have worked in multiple fields and have held two jobs at a time, therefore, I have had the opportunity to work with various software. Zendesk is good for smaller companies. It's a good way to keep in contact with customers, they have great chat options and really help to create a seamless communication between your company and the customer. The ticketing software is great it provides detailed information regarding the tickets and a sort of history which is important because you can follow what has been handled, what needs to be handled and what had already transpired, which speaks for itself.
  • Ticketing works great
  • Following chat and email
  • Few glitches in the system and great customer service when and if there is a problem.
  • Adding admins to the software can be a bit of a hassle when bringing someone else on or taking someone off, I would prefer an easier way.
  • The help center can be designed a little better. Especially with the chat indicator.
Zendesk is good for startup companies and mid-sized companies in my personal opinion. It provides the tools needed to ensure the customer is taken care of. It even provides a history of what pages your customer has visited on your site prior to chatting, etc., which is the perfect guide to customer service as it bridges the gap between the questions asked and the answers needed. This lowers the frustration and miscommunication on both ends.
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Ron Rothstain | TrustRadius Reviewer
January 11, 2019

RR Zendesk Review

Score 9 out of 10
Vetted Review
Verified User
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It is being used by our IT help desks to address customer issues and concerns. It is used by our department, as well as a couple of other departments on campus. It addresses our core mission of serving our customers and allows us to send satisfaction surveys to our customers once the service has been provided. It is easy to implement and use, and allows us to address whatever deficiencies we have in our customer service area.
  • Management of requirements or requests.
  • The tool is customizable and easy to implement and use.
  • We can automate our responses to our customers.
  • Great flexibility in purchase packages.
  • Should add response time according to the type of requirements or requests.
  • Develop graphs by type of incident
  • Have notifications every time you are consuming the time of a ticket
  • Have video calls.
  • Zendesk does a great job at constantly improving their product, listening to their customers, and releasing new features to make their customer's jobs 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. 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).
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Andrew Murphy | TrustRadius Reviewer
January 11, 2019

Zendesk is incredible for small teams managing many customers.

Score 10 out of 10
Vetted Review
Verified User
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We use Zendesk as our customer support Hub. It is used by our customer support team and it helps us address customer needs in a timely manner. We can engage with our customer from any point in the buyer journey as well as with post-purchase support needs. We love Zendesk!
  • Support ticketing
  • Pre-sales communication
  • Post-sales
  • Installation support
  • Internal UI
  • CRM integrations
  • Pricing structure
Zendesk works really well for eCommerce. When talking with potential customers or actual customers, Zendesk lets us address their needs quickly and effectively. I have also used it for hardware products and it is amazing for creating installation guides and resources for use-case examples etc. for customers.
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Alan Gadbois | TrustRadius Reviewer
March 12, 2019

A great helpdesk solution

Score 10 out of 10
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Verified User
Review Source
This was mainly used for support tickets but was also used as a knowledge-base and alert system. It was used company-wide.
  • Great organization of tickets.
  • Great customization.
  • Easy to use knowledge base and alerts.
  • I was very satisfied coming from an end users standpoint.
  • I have no complaints or suggestions for improvements, really.
It's appropriate for any IT service desk or support team.
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Anonymous | TrustRadius Reviewer
June 08, 2019

A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk at our small ecommerce company to support our customers via email, in-app submissions, Facebook, and Twitter. Zendesk was the right choice for us because it's relatively easy to implement, allows us to quickly create and update our help center/FAQ, has multiple integrations for the other tools that we use (i.e. Shopify), and it scales appropriately with our small setup. I've set up and used Zendesk at three separate companies and I highly recommend it for those expecting fewer than 1500 tickets/week. The robust tools they offer will allow you to create a CRM from scratch, customize it to your liking, and offer great support right off the bat.
  • Instead of using a developer's time to create a landing page for your FAQs, you can quickly and easily implement and update your FAQ/help center through Zendesk's Guide tool.
  • Quickly and easily customize your customer's experience when interacting with your organization's support team. For example, you can update the automated response received upon ticket creation and the design of that email sent to customers from Zendesk's portal.
  • Out of the box analytics for key KPIs. If you don't have much experience with this Zendesk's pre-built analytics will help you get an idea of how your support team is performing. If you want more robust reporting you can build it out with Zendesk's free Goddata analytics tool.
  • The pricing is a tad high. Considering that they're a larger company I wish they'd offer the same account levels at lower prices.
  • Their analytics infrastructure is good for basic reporting but I wish they had more robust options for advanced users, looking for more insight into their customers' inquiries.
Zendesk is great for small- to medium-sized companies that expect fewer than 1500 tickets/inquiries per week. It's especially great for small startups looking to create an out-of-the-box solution to offer customer support at an affordable price. Zendesk doesn't do very well when you have over 1500 tickets/inquiries a week. But once you get to that many inquiries, your company will be larger and ready to evaluate other solutions.
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Anonymous | TrustRadius Reviewer
June 20, 2019

Zendesk adds Zen to our team!

Score 9 out of 10
Vetted Review
Verified User
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We use Zendesk for customer support. Our members send us a request and we respond via Zendesk.
  • Macros.
  • Call features.
  • Triage buckets for email requests.
  • Site freezing.
  • It would be nice to unsend an email.
Zendesk is great for customer support. It is also great for inbound and outbound emails.

Zendesk might not be necessary if your customer volume is not high.
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Anonymous | TrustRadius Reviewer
February 07, 2019

CSM Review of Zen Desk

Score 10 out of 10
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Verified User
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We use Zendesk as our support portal. This is the central place for our customers to open a support ticket either by logging in or sending an email to our support address. It is used by all of Support and Customer Success.
  • Keeping Track of Users in the system
  • Keeping track of all of the tickets a customer has opened, sent in, or have been opened by a CSM for them
  • Keeps a complete history of information regarding the tickets (which is extremely helpful when we have to research a ticket for a customer)
  • The search function needs some help. It brings back too many returns
If you need a support hub, Zen Desk could work wonderfully for you. It has worked well for us as our support hub, where customers can either log in and look at the history of their tickets or just enter a new ticket. We couldn't function as well as we do without it.
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Anonymous | TrustRadius Reviewer
March 01, 2019

Nearly perfect customer management software

Score 9 out of 10
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All customer emails come through Zendesk. It provides an easy line of communication between our policyholders and us.
  • Organizing and prioritizing emails.
  • Merging customer data.
  • Reporting trends.
  • Integration with third-party phone providers.
  • Intuitive reporting tools.
  • Customer surveys.
Great for small to medium-sized businesses. I haven’t used it in a larger company. Not great if Zendesk is your sole reporting software.
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Anonymous | TrustRadius Reviewer
January 31, 2019

Zendesk is great at tracking and managing requests

Score 7 out of 10
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Zendesk is used as a request and intake point for tasks, projects, and bugs. This helps us track volume of incoming requests and we can assign priority.
  • Easy to manage requests
  • Easy to assign tasks
  • Easy to manage communication
  • Needs a smoother transition between admin view and submitting a ticket
  • A way to view what a non-admin user is seeing
  • Show preview of attachments if possible
Zendesk is well suited for managing requests and tasks with different internal tools.
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Carmen Johnson | TrustRadius Reviewer
October 30, 2018

An Honest, End-User Review of Zendesk

Score 7 out of 10
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Verified User
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Zendesk is used by 3 teams in our organization: Customer Success, Support and Product. It acts as a customer-facing support ticketing solution, enabling customers to submit tickets for specific service requests. Customer Success often leverages it as a tool to both engage with customers regarding support requests, and as a way to submit internal support requests or to report product bugs to the Product team. The Support team uses Zendesk to interact with customers regarding their support requests, and the Product team primarily uses Zendesk to manage bug or other product requests submitted by the CS team.
  • It is a great support ticket management system, and is fairly easy to use via direct ticket submission via the platform, and the ability to forward customer emails directly to the support queue is extremely helpful.
  • The ability to track ticket progress (last touch, etc) and communicate both internally with other departments and externally with the ticket requester within the same interface makes it easy to keep all relevant information in one place.
  • Zendesk's JIRA integration makes the bug management process very seamless for our organization.
  • One of the biggest issues we have with Zendesk is the lack of insight into customer history within their ticket profile. We often have difficulty getting context about the tickets that are submitted and unfortunately that increase handle time as we often have to dig through the customer's ticket history to get the full story.
  • It would be great to have a better feel for overall customer sentiment based on their support history and other account factors (e.g. product usage, etc), but without a "customer profile" within the platform, it's nearly impossible to get the 360 view that would really empower us to proactively solve their issues.
  • The ability to automate certain workflows (specifically those regarding internal tasks) would be fabulous, but without access to many actionable integrations, it makes this even harder.
Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
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Nikhil George | TrustRadius Reviewer
October 10, 2018

One of the best support desk apps money can buy

Score 7 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk is our customer support desk. Customers can raised support tickets within our application or via email which is sent to Zendesk. Our support team respond to queries from Zendesk. Other departments such as finance, sales and product can view support tickets and post internal comments to resolve queries. Zendesk helps us manage customer queries in a timely manner while ensuring no queries get lost.
  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
  • Make reporting easier - the reporting engine in Zendesk is very powerful, but at the same time, complicated to use. Would be good if they made creating reports easier.
  • Pricing - the pricing plans for Zendesk are quite expensive. There are a range of other systems which provide base level features that match Zendesk.
Zendesk is great for large organisations. It has all the large and enterprise features that might be required such as SSO, white-labelling and data management. It's a great product what will scale with a business and very reliable. Downtimes are very rare. Smaller businesses could likely get by using other support desk tools which are much cheaper.
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Lou Gallo | TrustRadius Reviewer
August 28, 2018

Zendesk is our hub for knowing our customers and being customer driven in our business

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Zendesk to manage our inbound technical support, account support, technical services and requests from our contact page for communicating with users. We gather how to, bug reports and improvement requests from our users and are able to solve issues and track requests through a variety of systems we have integrated with. It is the central hub of how we interact with our customers when they reach out. In addition to traditional ticketing, we use to to tag users for early visibility testing in various areas of our product as well as a portal to our entire company to view and see tickets related to issues we may be solving in other areas of our business. Management, Development, Customer Success, Sales, Marketing, Quality Assurance, and even with our trusted partners, Zendesk is how we measure and organize all of our communications from our free, paid and educational users.
  • Integration is amazing due to the number of partner add ins they offer with pre-built integrations to common tools like, JIRA, Slack, Salesforce, Hubspot, ChurnZero.
  • Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
  • API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.
  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
From the small to large business, there is very little I have found that is not possible with Zendesk. If there are tools you need to integrate with, they have it and what they might not (which is rare) you can build it either right inside of the Zendesk platform or use the API to extend it into every corner of the business. The biggest part of integrating a support tool is making sure that it does the basics very well and allows you to expand into where you are going. From supporting one single use case to multiple business segments and keeping it all tied together so integration to other platforms that are in use is all there. I also like the fact they have a nice low end package that allows for ticket sharing which can be a great way to get your partners to have an option to share tickets with them when you have shared customers.
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Nathan Sichilongo | TrustRadius Reviewer
August 22, 2018

The Pros and Cons of Zendesk - A Manager's Perspective

Score 9 out of 10
Vetted Review
Verified User
Review Source
We needed an all in one support desk tool that would allow us to handle communication with clients from different platforms. We use Zendesk across the organization to maintain all communication with all our clients, both potential and existing.

Zendesk solved 3 big problems for us

1) System-wide accountability - being able to know who was working on a support ticket at any time and who it was assigned to. Previously, we had to rely on manual communication for this.
2) All in one communication - we are now able to have all our communication channels in one place, whether it be a website, email or social communication.
3) Customer resolutions - with Zendesk, the amount of time it took to resolve and address customer queries has been cut in half, we are now more efficient and able to handle queries better.
  • With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
  • The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
  • Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
  • The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.
  • Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
  • Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
Zendesk is a great support tool for handling support tickets for small to medium size service-oriented organizations. It is more suited towards email and web with limited functionality for social media. If you run a small support team (say 3-15 people) Zendesk is worth the money. There are some features that may work for larger organizations but the need for customization and apps make it difficult to justify unless your profit per supported user is higher than the cost.
Read Nathan Sichilongo's full review
Kris Lambert | TrustRadius Reviewer
November 05, 2018

Zendesk is a great ticketing system!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We create internal API's with our SaaS products to integrate with Zendesks ticketing action. The ticket allows us to track communications during a task/issues lifecycle. Tags help us to determine patterns with tickets. The Autoresponse feature is great because it serves as the first level of response to your client that you have received and are working on their request.
  • Autoresponse provides immediate confirmation to clients that you have received the request.
  • Lifecycle tracking for requests.
  • Easy to integrate with other software products.
  • Login can get hung at times.
  • More options with contacts.
  • The ability to see in-use API keys instead of needing to create a new one.
This is a great ticketing system for support. This software needs more focus on contacts and sales flows to be a full fledge CRM.
Read Kris Lambert's full review

Feature Scorecard Summary

Organize and prioritize service tickets (53)
Expert directory (34)
Subscription-based notifications (41)
ITSM collaboration and documentation (41)
Ticket creation and submission (54)
Ticket response (54)
External knowledge base (45)
Internal knowledge base (40)
Customer portal (42)
IVR (18)
Social integration (31)
Email support (52)
Help Desk CRM integration (38)

About Zendesk

Zendesk is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer needs ranging from help desk software to live chat to knowledge base management.

Zendesk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Has featureSLA management
Self Help Community Features
Has featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Does not have featureQ and A
Has featureSurveys/polls
Multi-Channel Help Features
Has featureCustomer portal
Has featureLive help chat
Has featurePhone support
Has featureIVR
Has featureCall scripting
Has featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration

Zendesk Integrations

Zendesk Competitors

Freshdesk, HappyFox, HelpSpot, Kayako, Mojo Helpdesk, Salesforce Service Cloud, Zoho Desk, UseResponse, UserVoice, KronoDesk, ChangeGear Service Desk, Kustomer, Oracle Service Cloud, SAP CRM, ServiceNow, eGain, Ameyo, Solarwinds Service Desk (formerly Samanage), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)


  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?Optional
EditionPricing DetailsTerms
Support Essential$5per agent, per month
Zendesk Suite (Support, Guide, Chat, Talk)$89per agent, per month
Support Team$19per agent, per month
Support Professional$49per agent, per month
Support Enterprise$99per agent, per month
Support Elite$199per agent, per month
Zendesk Duet (Support + Sell CRM - 40% off)$59per user, per month

Zendesk Support Options

 Free VersionPaid Version
Live Chat
Video Tutorials / Webinar

Zendesk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:160+
Supported Languages: 60+