Zendesk Reviews

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605 Ratings
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Score 8.1 out of 100

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Reviews (51-57 of 57)

Anonymous | TrustRadius Reviewer
August 16, 2016

Zendesk, a Startups Best Friend

Score 7 out of 10
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Alternatives Considered

Salesforce is a more robust tool with back-end SQL reporting functionality and numerous plugins, but with this comes cost. Most startup organizations do not want the expense, at least not at the beginning of the product life cycle.
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Anonymous | TrustRadius Reviewer
April 06, 2016

Why Zendesk will help your business grow!

Score 9 out of 10
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Zendesk had a better offer for us at the time, their customer service team was also really helpful in guiding us through the product and clearly outlined how they could improve certain aspects of our business. Zendesk was also more user friendly so we felt the team would easily pick it up.
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Anonymous | TrustRadius Reviewer
August 19, 2015

Zendesk is a simple but effective powerhouse!

Score 8 out of 10
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Zendesk gets out of your way to do that work that matters. It isn't too clunky. It isn't an after-thought ticketing system. It does what it does and it does it well. Don't use a system that wasn't designed as a ticket system.
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Anonymous | TrustRadius Reviewer
December 09, 2014

Love benchmarking capabilities.

Score 9 out of 10
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Verified User
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Alternatives Considered

Salesforce.com cases - we use Salesforce.com as our CRM and it is the support system of record for our company's other major product line (our enterprise solution). Salesforce.com cases is more flexible than Zendesk, and therefore ultimately more powerful, but Zendesk is easier to use and manage on-going. The biggest difference is end-user cost and the ease of access for users. ZenDesk does not charge for for end-user access, and has much simpler single sign-on. Another difference is that with Salesforce.com, you need to buy a separate community application like Jive or Lithium and we wanted an integrated application.

Jive - at the time, Jive was our company's customer community platform. Jive is a community only product. The absence of integration of support and self-service was an issue. It was harder to make the SSO work. Jive was far more complex – powerful, automation of subscriptions etc. deeper – but harder to use.
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Anonymous | TrustRadius Reviewer
September 17, 2014

Zendesk works!

Score 9 out of 10
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Verified User
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Alternatives Considered

Opensource vendors and Desk. Zendesk is a simpler tool and easier to get up and running. I don't have much experience with these other tools, but have seen demos and played around in a couple of trials.
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Feature Scorecard Summary

Organize and prioritize service tickets (53)
8.7
Expert directory (34)
7.5
Subscription-based notifications (41)
7.5
ITSM collaboration and documentation (41)
7.9
Ticket creation and submission (54)
8.9
Ticket response (54)
8.6
External knowledge base (45)
7.7
Internal knowledge base (40)
7.5
Customer portal (42)
7.5
IVR (18)
8.3
Social integration (31)
8.4
Email support (52)
8.2
Help Desk CRM integration (38)
8.1

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+