Zendesk Reviews

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Score 8.2 out of 100

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Reviews (1-3 of 3)

Larry Deckel | TrustRadius Reviewer
March 12, 2015

Great, easy to implement and use support platform.

Score 9 out of 10
Vetted Review
Verified User
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Product Configurability

9
I think Zendesk has a nice balance of configurability. For a person skilled with .css and code there is a lot of flexibility in building the front end of the site.

On the admin side, one can easily create custom views and setup layouts of tools and extensions to the agent interface.

There are still some limits however. The automatic dashboard that is displayed to agents cannot be configured away from its default layout at the present time. So if you don't want to use the native dashboard, you will have to tell your agents to ignore it and use a custom view instead. You cannot set a custom view to be the default dashboard that shows up when you log into the agent interface.
Read Larry Deckel's full review

Feature Scorecard Summary

Organize and prioritize service tickets (51)
9.1
Expert directory (33)
8.1
Subscription-based notifications (39)
8.5
ITSM collaboration and documentation (40)
8.4
Ticket creation and submission (52)
9.4
Ticket response (52)
9.2
External knowledge base (43)
8.3
Internal knowledge base (38)
8.1
Customer portal (40)
8.5
IVR (18)
8.3
Social integration (31)
8.3
Email support (50)
9.1
Help Desk CRM integration (36)
8.7

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+