Filter Ratings and Reviews
Filter 638 vetted Zendesk reviews and ratings
Reviews (1-25 of 96)
Companies can't remove reviews or game the system. Here's why.
January 21, 2021
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.
October 01, 2020
Zendesk is used for Service Support Desk functions as well as for Knowledge base. It was used broader in the company, but teams outside of Tech moved over to Wrike for more project functionality and integration with other tools.
- Automation works well for ticket distribution
- Knowledge base is clean and provides a good search feature
- Out of the box features are lacking
- Costs to add on other features to empower staff can get costly
- Support not always responsive
October 08, 2020
We use Zendesk to route all customer communications to relevant CSMs, deployment team members, and the finance department. The communications range anywhere from simple support requests to managing client expansions and upsells. We rely heavily on cross team collaboration to ensure we are providing the best service possible to customers by removing barriers to communication both externally and internally. Zendesk is a great tool to helping us achieve and maintain these goals.
- Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesks flexible trigger options.
- Macros - The ability to create complex message templates with autofilled information is a significant time saver.
- Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
- Merging tickets - when merging tickets the default behavior is to make them a public comment. This comment creates confusion with the customer. To avoid this the agent must uncheck the public comment boxes during the merge process to avoid sending the customer a confusing and unnecessary notice.
- 2 way sync integrations - when it comes to integrating into services likes HubSpot, Zendesk only syncs one way. It would be ideal if there was more support for syncing fields both directions or having a choice of what data fields syncs and which direction that sync happens without requiring some sort of middleware like Zapier.
October 06, 2020
We used Zendesk to handle customer questions from our website contact form and social media. It allowed multiple people to be able to do customer support from day-to-day.
- It integrated with Facebook.
- It integrated with Twitter.
- The workflow was fixed, so if your ticket flow didn't fit with how ZenDesk thought it should it was difficult to manage. For example, I like to separate tickets where we are waiting for something from the customer from tickets where I'm waiting for an employee to deliver something. This was impossible, and when I gave that feedback I was told that wasn't a valid way of looking at support. This meant I had to inspect each and every "Pending" ticket every day to separate them to generate a list of tasks.
- Their ticket UI is weird and difficult to understand.
- As a manager, I wanted to see what tickets my customer service agents submitted over the past week, but their "View" feature doesn't include OR logic making it impossible to create a proper search. Even just getting a list of all of the tickets that were completed in the past week was impossible without a lot of massaging of the data, and tech. support refused to even answer the question. I had to do two searches, one for "solved" tickets and one for "closed" tickets, and you couldn't change the state workflow since their crazy system doesn't allow it.
January 14, 2021
Zendesk is a very poor product with much worse customer support. We started using Zendesk a couple of years ago when we grew to the point that multiple people were supporting clients and prospects. We were given a referral code that suckered us in with a low initial price. The price rose rapidly after the initial period and everything is an add-on. The user interface could not be more clunky. Managing customers, especially customers that you may interact with across both email support and live chat, and across multiple support reps, is challenging. It is a very manual process to identify prior support tickets from the same customer so reps are constantly repeating the same information to the irritation of customers. And, perhaps most importantly, Zendesk offers terrible customer support. I dread any time I need to contact Zendesk for any kind of assistance. They respond slowly and usually with nothing of value to add. And if you ever need a refund, forget it. Zendesk is a poor product with poor support that I would never purchase again under any circumstance.
- Email support looks like a regular inbox
- Easy to pass customers across multiple reps
- Customer support
- Price
- User interface
- Customer management
- Logging in
- General attitude of the company and people I have interacted with
- Hard to coordinate tickets between multiple agents that might touch a client
Zendesk Sell is being used by our sales team and Zendesk Support (Suite) is being used by our customer success team to manage issues that patients have accessing our platform. We have a small company so we only need a couple of accounts on each. We were trying to use Duet because we have practice customers and payer customers so we could double up on our client success team managing our practice pipeline and customer issues.
- Tagging system.
- Confusing UI. Tickets don’t make sense where they are.
- Lack of customization on the right hand nav.
- Terrible customer service.
April 30, 2020
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.
February 20, 2020
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
February 06, 2020
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.
May 25, 2020
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.
August 13, 2019
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.
October 24, 2019
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
September 24, 2019
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.
November 27, 2019
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.
October 30, 2019
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.
July 09, 2019
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!
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.
June 08, 2019
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.
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.
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
March 01, 2019
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.
January 31, 2019
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
October 30, 2018
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.
October 10, 2018
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.
January 15, 2019
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 Scorecard Summary
Feature Scorecard Summary
What is 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.
Categories: Customer Experience Management, Help Desk
Zendesk Video
Zendesk Videos
Zendesk Integrations
Jira Software, Trello, Slack, Shopify, AppFollow, Qualtrics, Intercom, Geckoboard, Google Hangouts (Classic), CloudApp, Mailchimp, Nutshell CRM, Talkdesk, Zoom, TeamViewer, RingCentral, Zoho Assist, Lessonly, Zoho Books, Axosoft, Trustpilot, Pendo.io, Dropbox, Emma, LiveChat, HubSpot Marketing Hub, Hootsuite, Box, Falcon.io, 8x8 Contact Center, Stella Connect, by Medallia, Giphy, Salesforce, MaestroQA, Google Play Reviews, Myndbend
Zendesk Competitors
Freshdesk, HappyFox Help Desk, HelpSpot, Kayako, Mojo Helpdesk, Salesforce Service Cloud, Zoho Desk, UseResponse, UserVoice, KronoDesk, ChangeGear Service Desk, Kustomer, from Facebook, Oracle CX Service (formerly Oracle Service Cloud), SAP CRM, ServiceNow IT Service Management, eGain, Ameyo, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Solarwinds Service Desk (formerly Samanage)
Zendesk Pricing
Starting Price: $1
- 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
| Edition | Pricing Details | Terms |
|---|---|---|
| Support Essential | $5 | per agent, per month |
| Zendesk Support Suite Enterprise | $149 | per agent, per month |
| Support Team | $19 | per agent, per month |
| Support Professional | $49 | per agent, per month |
| Support Enterprise | $99 | per agent, per month |
| Support Elite | $199 | per agent, per month |
| Zendesk Support Suite Professional | $89 | per agent, per month |
Zendesk Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| Forum/Community | ||
| FAQ/Knowledgebase | ||
| Video Tutorials / Webinar |
Zendesk Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | No |
| Supported Countries: | 160+ |
| Supported Languages: | 60+ |