Zendesk Reviews

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Score 8.3 out of 101

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Reviews (1-25 of 54)

Emely Foster profile photo
Score 9 out of 10
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Zendesk is a customer support tool that offers the best features, is intuitive, dynamic and easy to use. Allows the use of macros to optimize messages to customers. This platform makes it possible to optimize and organize the services we offer to our customers, which are increasingly productive.
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Score 9 out of 10
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Zendesk is more established than these two companies and provides a more robust solution for multi-channel support. Intercom is better suited for chat support and Freshdesk doesn't offer as many features and Zendesk does.
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Score 9 out of 10
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Zendesk is the best choice for us as a moderate-sized, growing company. Zendesk allows us to track our call volume and easily categorize our data.
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Sam Othman profile photo
Score 8 out of 10
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I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.
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Kenyata Garner profile photo
Score 8 out of 10
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Zendesk is a good software. It's not perfect but it can be just what a company needs contingent on how they use it and take advantage of what it has to offer. As with anything, the tools are there, it's up to the company to capitalize on its resources to make a better customer experience.
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Ron Rothstain profile photo
January 11, 2019

RR Zendesk Review

Score 9 out of 10
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Zendesk is far superior because it can cater to any size company. Also, regardless of which package you purchase, you get to set up a multi-channel and extensive self-service support, which was very beneficial for us. Finally, the self-service portal hosts a rich knowledge base and online communities for FAQ searches, allowing us to not need to constantly contact customer support with a question.
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Nikhil George profile photo
Score 7 out of 10
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We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.

We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
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Lou Gallo profile photo
Score 10 out of 10
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At Onshape we have used this from the start but personally I have used a number of tools that were much more a part of the CRM packages like Sage and Zoho CRM and both are lacking in the API, User interface customization and tools that you can integrate. Other systems like Desk and even JIRA Service Desk are more focused on ticketing but the power of integrations with partner applications and services are simply unmatched. If your company has many other systems, some of which may or may not be on the list of integrations, the best part is the API is there as a powerful way to build your systems to talk.
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Nathan Sichilongo profile photo
Score 9 out of 10
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We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
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Kris Lambert profile photo
Score 9 out of 10
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Zendesk is currently on par with both of these services in that they are great ticketing software programs but are light in Contact/Sales management. The autoresponder with Zendesk is much easier to implement and customize compared to the other options. The option of the mobile application is a bonus that many of its competitors do not support.
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Yaron Lavi profile photo
Score 7 out of 10
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JIRA Service Desk is better suited if you need to connect with company's JIRA and internal WIKI (or Confluence).
If you do use JIRA (which many companies do), JIRA Service Desk is a better choice.
I didn't select Zendesk, but rather got it when joine dthe company.
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Daniel Coburn profile photo
Score 8 out of 10
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In my own personal business, I have used Zoho Desk over Zendesk since it is a part of their Zoho One suite of products and it has a tight integration with their CRM. But for larger businesses that can throw some support towards the integrations and want an industry-leading solution Zendesk is definitely something to look at. But Zoho Desk is definitely a contender that small to medium business should consider.
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Bridgette Reynolds profile photo
September 12, 2018

Zendesk

Score 10 out of 10
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I don't really use any other ticketing system with clients. We use GitHub which is a ticketing system, but not with our clients, only internally. Zendesk has been great and I do know other companies use it and love it!
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James Mcbride profile photo
August 07, 2018

Zendesk Review

Score 6 out of 10
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Zendesk was the best of the bunch and allowed us the best value for what we were looking for. It allowed us to import data from our other ticketing system and was very user friendly when it came to ticket and email integration. We also were able to setup on our website where people could put in a problem and it would open a ticket for us.
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September 27, 2018

The art of Zendesk.

Score 9 out of 10
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There is no comparison between SysAid and Zendesk. They occupy the same space in terms of what function they serve, but they could not be more different in terms of usability. SysAid does not allow you to use the back button in any browser, but instead forces you to use the UI controls or else risk breaking your view and having to restart. While SysAid does have some light project management features, it is ultimately not as user-friendly as Zendesk is across the board, whether those users are end-users or administrators.
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Feature Scorecard Summary

Organize and prioritize service tickets (50)
9.0
Expert directory (32)
8.0
Subscription-based notifications (38)
8.4
ITSM collaboration and documentation (39)
8.2
Ticket creation and submission (51)
9.3
Ticket response (51)
9.1
External knowledge base (42)
8.3
Internal knowledge base (37)
8.1
Customer portal (39)
8.5
IVR (18)
8.2
Social integration (31)
8.2
Email support (49)
9.1
Help Desk CRM integration (36)
8.6

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)

Pricing

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
Phone
Live Chat
Email
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+