TrustRadius
Zendesk is a cloud-based software solution that offers help desk ticketing, issue tracking, and customer service support. It integrates with dozens of content management systems, customer relationship management tools, and web apps. Features include hosted support email-ticket integration, online forums, RSS and widgets. Pricing starts at $1 per agent, monthly, featuring email ticketing and a knowledge base. The $25 Regular edition includes communities and surveys, and a custom domain. The recommended $59 per agent, per month Plus edition includes time tracking, custom reporting and dashboards, and an additional internal knowledge base; this edition's features represent the free trial configuration. Beyond this, the $125 Enterprise and $195 Enterprise Elite (per agent, per month) feature support and training, multibrand support, and other perks. Zendesk, Inc in San Francisco was bootstrapped from its founding in 2007 to June, 2008, when it received its first round of funding. In May 2014 Zendesk went public. The company now employs over 800 people and supports over 51,000 customer accounts.https://media.trustradius.com/product-logos/dT/bX/8B5NCQLPFVIT.JPEGZendesk is okWe transferred from a highly customized front end ticketing system based on dynamics CRM 2007 to Zendesk this year. This is used by our support department /R&D/Sales to support our customers. IT allows us to service our customers and support them in the way that was needed.,Customer contacts: can import from Salesforce Mobile app: excellent and easy to use UI: easy and intuitive to use,Salesforce side of the app causes issues and we need to turn it off to deploy No easy import function: I.E no csv import, you must use the api to import and the APi only accepts one import per call. Due to the complication in rendering our old cases into JSON and then looping through each case individually what should have taken a few hours took 2 months, Need to use api's for anything fancy,8,Better customer service Better support efficiency Better overview on support,Microsoft Dynamics CRM,40,1,Customer support Case escalation Ticket management,8,Change management was a big part of the implementation and was well-handled,9,7,9Best Online Ticketing System!Customers can easily sign up and open a ticket with our helpdesk. Reading, editing, updating tickets is super easy online and on phone client.,Reporting features are a bit (just a little) limited. It would be nice to create Salesforce-style reporting where we could pick and choose more fields, criteria, etc.,10,Time and money! One place to go and see open tickets/issues and one place to send customers to get help.,Online ticketing system on which our customers can sign-up, log a ticket and get FAQs and other docs.,10,,Implemented in-house,10,Online training Self-taught,9,It's worth it to take at least 10min to watch a couple of quick start guides.,9,No,10Great, easy to implement and use support platform.It is used by our technical support team at Points of Light Digital to support our HandsOn Connect Volunteer Management solution, an app built on the Salesforce platform.,Very flexible system for managing support tickets to be handled by agents in different queues or different specialties. Gives a very easy and polished user experience. Tech support for enterprise customers has been very good and responsive.,Some of our earlier concerns have been addressed by recent upgrades to Zendesk. They continually improve their system. The ability to unsubscribe former users to forums isn't obvious or easy, and that results in a lot of bouncebacks that result in suspended tickets. We'd like to see a feature where 'x' number of bouncebacks automatically unsubscribes users. We'd like to see the ability to fully customize the default agent user dashboard.,9,Able to process and handle a large number of support requests efficiently and without losing information. We have a 99% satisfaction rating from our customers on our level of support. We are able to track metrics and performance easily with zendesk reporting features.,Desk.com,Used to support a large client base using our salesforce-based volunteer management application "HandsOn Connect",9,No,Product Features Product Usability,The cost of Zendesk has risen significantly since we first signed on. If I was looking for a new support solution, I might have to reevaluate the cost of the investment versus less refined, but more affordable solutions like desk.com,Implemented in-house,9,Self-taught,Yes. Most of it is intuitive - and there are online training resources and help to assist with more complex matters.,9,No,9Zendesk reviewZendesk cuts down on time spent responding to customers through the use of automatic replies and macros. Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead. Allows for creation of a customer service portal that is customizable. Ticket creation gives customers peace of mind that their request is being addressed. Metrics allow management to identify areas where customer service efforts can be improved.,I honestly have no complaints about Zendesk.,10,We are increasing customer satisfaction and retaining more customers. Prior to using Zendesk, we had no way to measure customer satisfaction but we knew that our customers were extremely unhappy. We have increased our response times, which makes the customer happy. We have satisfaction surveys with true measurable metrics.,,90,We use Zendesk to manage our inbound customer service inquiries. We have 80 markets and a national market. Often times, due to user error, tickets are sent to the wrong market. With Zendesk, we can quickly assign the ticket to the right market or simply handle it with a Macro.,10,,Vendor implemented,10,Online training,10,10,No,10,10,10,8Eric's Zendesk ReviewIt's easy to use. Triggers / Automations. Message the techs and clients. Performance metrics.,It doesn't do asset tracking. Business hours are inflexible The SLA breach views on the left side consume too much real estate.,10,99% customer satisfaction... There is no $ value to that, but at least we know the business is satisfied with the level of service they are receiving. Increased productivity because support providers don't have to sort through messages anymore.,10,1000,1,IT helpdesk. Inventory. Facilities.,,Implemented in-house,10,Self-taught,Yes, this is why I decided to go with this product. Ease of use and administration is key.,8,10,10,9,I would like to merge it with SharePoint once I have that system online.,$49 per agent per month on the plus plan.Zendesk for your Help DeskDocuments Support Tickets, provides user with a knowledge base, and empowers them with the ability to track their requests. Users are able to search the in-house database for possible resolution to their issue enabling them to potentially resolve issues on their own.,User management is a big ding for this product. There is no way to bulk delete accounts and for an educational institution with graduating classes, this would be particularly helpful.,10,In reviewing the statistics, we are able to see a steady drop in tickets and a rise in the usage of the knowledge base. The savings are in support time, as well as creating a way to track field time for staff.,,10,2000,3,Helpdesk. Knowlegebase.,,Vendor implemented Implemented in-house,9,Online training,8,No,7,9,10,9,SSOEasy SaManage,Requesting Educational pricing got us a discount.A quick word from Teavana on ZendeskIntegration with several platforms, including live chat. We're currently implementing live chat, and are all excited to have that launch next year. Reporting is another strength of this system. With it, you can monitor current activity, as well as annual metrics. This helped me to staff for the holidays, and we're already seeing a huge improvement in decreased backlog compared to last year. The speed at which you can address customer inquiries allows you to increase quantity of customers reached, without sacrificing quality of customer service.,Exporting files is limited as to what you want the report to look like. For example, if you want to export an xls that contains customer info, ticket number, and rating... you can. However, you will not be able to see the initial email the customer wrote. There have been several times when we needed this, but the only choice is a HUGE xml file that is so large that excel can't open it.,With Zendesk, we've been able to find a way to implement live chat. This alone, with the number of agents we have on the account, is saving us $34,320/yr by dropping another software that was used separately for live chat.,9,10,To address customer inquiries, problems, and escalations. Observe why customers are contacting us by using tags as a mandatory field to update when addressing a ticket. Agent performance analytics.,,Don't know,10,Self-taught,It was simple to learn. There are many web pages you can visit for tutorials, how to's, walk throughs, etc. if you're a little stumped. But if you can write an email, you can use this system.,9Zendesk from the bottom up.The product's API is really responsive and pretty robust in it's endpoint offerings. The ability to work in multiple views/lanes for our team is paramount. Automations are heavily used.,It is quite slow in the new interface. There are bugs with the new interface. There is some feature regression with the new interface. Sometimes the alert that another user is viewing the ticket breaks.,Our SLA agreements are spot on and easily tracked with Zendesk.,7,7,141,150,We use the API to integrate our core app with Zendesk so that tickets are created automatically when we see actionable conditions in our app. We have subject teams that have their own views and lanes for support. We use the API to report on performance and other action items.,,,Implemented in-house,8,Online training In-person training Self-taught,10,7,I do ask my agents to learn the product organically and find their own workflow. I do expect them to ask questions when they hit roadblocks so that I have the opportunity to train them.,However, in the new UI, DOM elements are off the table and this is a feature regression.,Yes,8,7,9,2,New Relic's core app.,Salesforce in a more robust format than their official app.,Zendesk. Simple, Smooth, and PowerfulOrganization: it helps to keep everything where you need it, as you need it. With different views for you, your group, your organization etc. Customization: Zendesk is fully flexible for anything you need to to do. You can create trigger (action based) or automations (time based) to act on almost anything you need done. Support: Zendesk's Support team is phenomenal, you have forums that they actually talk on, you have a direct chat line which they actually reply on, and you have a PERSON! you can call who knows their product, and if they cannot fix it they get someone who can. Yes i have even had a developer get on the phone with me to fix and issue with MY CODE for Zendesk. Ease of Use, I have taught Zendesk to them all, from the smartest people to the not so smart people, and it's easy for them to grasp and more than that... It is easy for them to RETAIN! It comes with full integration with multiple tools from multiple departments such as Jira, SalesForce, Pivotal Tracker, etc... Apps for time tracking, project management, reporting, etc.. And if it doesn't integrate with your software you can built your own integration tools. I'll stop with this last point, but the most important point. Zendesk is extremely customer friendly. Each user can get their own account, in which they can view ALL their open, pending, closed, and even tickets they're CC'd on. It does not stop there. If they are a frequent customer you can set it up so that a manager can view all of the tickets for his entire organization. It comes with a forum, a knowledge-base for internal and External use and more.,The only issue I have with Zendesk is they do not always give you a set date for the release of new features.,Zendesk will optimize your HelpDesk, Support team, or any team really to get organized, stick to what they are doing, stay focused and make it all smoother and easier for them in the process.,10,10,4,1,Disorganization. Loss of work. Time Tracking. Project Tracking. The break or loss of communication between multiple departments.,,,Implemented in-house,10,Self-taught,This product is stupid easy to learn, and there are ample quantities of click by click documentation and explanations of everything on their site. As well, if you ever run into any issues, their support team has always been top notch.,Zendesk DOES NOT require any custom code to work. The only custom code you need is if you are really wanting to personalize your public or agent site. As well as if you do want to use custom code, it is simple to find on the internet, or you can write it yourself with HTML or JavaScript.,No,10,10,10,10,SalesForce. Phabricator. Jira.,QuickBooks, for time tracking.,,They do have a price scale, but they will work with you and your business as much as they can.Zendesk is an amazing tool for customer service but SalesForce is toughThe UI is brilliant and very easy to use. There is not a steep learning curve in adopting this product. Workflow management is extremely easy as well. One standout feature is the filtering and the ability to auto-respond with smart information.,Salesforce integration was the one thing we really needed and this was something we struggled to get working correctly. Ultimately, for our needs, it was the reason we moved away from Zendesk as well.,Customer response times are quickerd Our knowledge base and canned responses cut down on time spent on each message or customer request. It makes your CSA's more efficient.,1,8,It's used solely for customer service management and some light internal task queueing,,,Implemented in-house,8,Self-taught,Zendesk is incredibly easy to use and learn. From an administration standpoint, it's also really easy to administer and hand off that administration to people that are less IT tech savvy. This is really one of Zendesk's strengths above other competitors.,6Zendesk ReviewZendesk gives it's users the ability to communicate easily through numerous support channels (Facebook, Email, Twitter, etc) all in one central place. Zendesk reporting makes it easy to track analytics data with their Good Data integration. The Zendesk iPad app makes it easy for me to provide support to our users from almost anywhere,New features that are released seem to be buggy or just incomplete, with no way to tell when they will be finished.,Faster response times lead to happier customers. The new Help Center gives end-users an easy way to find answers without contacting a support person, giving me more time to focus on those who do write in.,10,9,1,0,With the combination of easy communication from end-users and self-service (help center) I have cut our response time to <24hrs, and first reply time to <5hrs.,Don't know,9,Self-taught,Yes, it's very easy to learn. If you need help, there is GREAT documentation for just about anything through their support forums, or you can simply send an email asking for help.,We wanted the Zendesk to match our brand, luckily their new Help Center makes this WAY EASY to do.,10,9,10,9Zendesk is more than a support platform - it's a path to customer support success.Zendesk provides the ultimate platform for providing your users with the channels they need to contact you for any reason - support, feature requests, product questions, and more. With Facebook and Twitter integration, email and web based implementations, and now even mobile capabilities, our users can contact us from anywhere.,If I had one complaint about Zendesk, it would be the setup process. Technically, setting up your support portal is easy. Business process wise, there are a lot of questions and for new users who may not have done support in the past find this process to be rather intense.,This one is easy. I don't spend all day long doing support. I have software development to do all day, I can't spend all of my time answering support tickets. Having fast ticket resolution keeps me on track.,10,10,3,2,User Communication - Provide multiple avenues for users to interact with our product for reasons of support, feature requests, and general questions.,,,Vendor implemented Implemented in-house,10,Online training Self-taught,8,By using customizations, we are able to make our support portal feel like a native portion of our product and keep our users in our own ecosystem.,No,10,8,10,10,Couldn't do without it!Manage incident volume, and helps route questions to the correct individuals Helps create a database of searchable learning content for customers and colleagues Helps us provide better support. Customer questions don't get lost.,Currently, it does not integrate with our Infusionsoft CRM system. However, Zendesk is currently working on this and it should be available shortly. We have been helping with the requirements and are looking forward to this being available. Our use of the system is pretty simple: we have a small team and do not really push the envelope on system usage. It works perfectly for us.,This is hard to quantify, but the product more than justifies the expense. SInce we do not have a large team of support agents, for us the real value is being able to keep track of everything easily; putting inbound tickets into the right buckets, etc. For example, whenever trial users of our product have any kind of support issue, we have designed a workflow that routes these tickets to our "power agents" so that they get priority treatment. This is very important in converting these users into paying customers. In the past, we did not handle these trial users so consistently.,10,10,5,1,Zendesk allows companies to manage the flow of customer service and support inquires and makes sure that incidents get attention until resolution. The Forums feature allows companies to build a knowledge base of content that is forward facing and searchable, allowing customers to proactively answer their questions on their own. This feature can also be used to help train employees and co-workers on support/customer service related chalenges and procedures. Automations & Triggers can be used to manage workflow of tickets and send relevant auto responses to customers who've asked questions.,,,Implemented in-house,10,Self-taught,Yes. I like to figure things out for myself and, for anyone with some familiarity with customer support systems, this system was not hard to learn. I attended some local best-practice sessions put on By Zendesk, and that was helpful. Overall, the system is quite intuitive and, whenever I ran into any difficulties, I found answers on the knowledge base. Once I had learned the system, I trained our internal users.,We did some fairly simple configuration in three areas: 1. Look and feel. We did some branding to match the color palette to our corporate branding and add the logo etc. 2. Workflow: We set up a simple workflow to ensure that tickets get routed to the correct resource. Users answer some questions on a form which determine whether the ticket goes to a developer of to a front-line service agent. 3. Macros: We set up some auto-responder emails and canned responses for high-volume questions.,No,8,9,10,9,We have integrated with our project management / bug tracking system - Atlassian Jira. If a ticket relates to a technical problem with our application, we push the ticket from Zendesk to Jira so that developers have access to the ticket. This was a fairly straightforward integration. It's offered as an out-of-the-box integration by Zendesk and did not require any coding on our part. It took a little while to set up, but was not particularly difficult.,We are looking forward to building an integration to Infusionsoft as soon as it's available.,,We pay month-to-month. It may be possible for larger organizations to negotiate on price but, in general, they are very transparent about pricing. The price is the price! We are not locked in: we can stop using at any point with no penalty.Very easy to useVery easy to use.,I didn't have any issues with it.,Saves time.,10,9,5,1,Automation of support tickets/requests. Tracking support. Reporting on Support.,,Implemented in-house,8,Self-taught,Yes, very easy.,We wanted the portal to have our company flook-and-feel.,No,8,10,10,9,The best turnkey help desk solution on the marketIt's a turnkey solution that can be setup and used in about an hour. Extensive customization is fairly easy. Work flows and triggers are easy to setup.,CSS customization is not trivial.,Decreased customer response time Increased customer satisfaction Centralized support leads to fewer man hours needed to manage support operations,5,9,Help desk Support Training Knowledge base,,,Implemented in-house,9,Online training Self-taught,9,Yes, and I would recommend self-training to others.,Yes,8Love benchmarking capabilities.The ability to single sign-on from a client’s instance of our software which is built on Salesforce.com The support ticketing functionality is very good. It is very seamless and much more streamlined than Salesforce.com which is ultimately flexible but less easy to use There is very good automation of escalation workflow With the PLUS edition, we got good analytics which are very useful. We can track self-service success and measure against benchmarks. The integration to Salesforce.com, our corporate CRM for ticket metrics and complete view of / reporting on our users and client accounts. Zendesk is a small nimble company. They are very innovative and responsive. I really appreciate their benchmarking. They have fifteen thousand clients and provide benchmarking on staffing, resolution time, and volume, broken down by industry, size, etc. The pricing is more economic than Salesforce.com cases, where you have to pay a fee per client end-user. Zendesk only charges for admins – there’s no cost for end-users – it would eat too much into our margins.,Weaker on forums functionality, but getting there. They could get stronger on forum analytics. Without PLUS/ Good Data, ticket analytics was not so strong As a small company, there are some things they don’t do yet that Salesforce cases does It needs improvements in chat support, or integration to a better chat support tool.,9,It has helped us scale to a large number of clients with a very small team. We have 2 people in support for 400+ clients and 1300 users with current bandwidth to scale to 500 clients / ~1600 users. Integration of self-service (i.e. community) with support has been particularly important for scaling.,,13,0.25,Online product support – submission and resolution of support requests via online tickets. We use it in lieu of Salesforce.com cases (our CRM) which is used as the product support system by the other product group at our company. Client self-service via forums, community. We use it in lieu of Lithium, which again is used by the other product group at our company. Client submitted feature requests. We use it in lieu of Salesforce.com Ideas, which is used by the other product group at our company.,10,,Implemented in-house,10,Online training Self-taught,6,Yes, very easy to learn without training.,No,8,9,9,10,Our own SAAS product, a Force.com based application Our corporate CRM Salesforce.com GoodData Screener,A good chat support tool (if Zendesk doesn’t improve their own) Potentially our phone system.,Not negotiable and no need to negotiate.Awesome product. Great UI.Ease of use: Extremely intuitive product design. Easy to customize. Quite simple to build ticket routing rules etc. Handles most channels with ease. Reporting is a real strength: Tool is not just great at collecting data, but rolls up data for reporting purposes very effectively Integration with GoodData, a dashboard analytics reporting tool. This tool works great and provides very easy to understand monthly metrics out of the box.,Not very strong with social channels. We use HootSuite for this. Community forum. It works, but is very basic. There are no rewards / gameification built-in. Forum allows simple commenting, but we needed something much more robust: need to incent people to participate (answer 10 questions and you get one month of HootSuite free). We also needed to see things like top 10 contributors / leader boards, etc. Eventually we decided to use GetSatisfaction for this.,Increased customer satisfaction. Zendesk does a great job of helping us keep this metric above 90%.,10,10,30,The main goal is customer service – to maximize customer satisfaction to the greatest extent possible. After any intervention with customers, by phone, email or via a ticket, we send out a short survey asking if they are satisfied with the response they received. Before we started using Zendesk, our metrics were terrible. Zendesk allowed us to tweak our processes and focus on the right things so that now the customer satisfaction metric is around 90%,,Implemented in-house,10,Self-taught,Very easy. Product was very intuitive and didn't really need any training. There is some online training, but neither of us used it.,We have enabled live chat from our website which is a widget and required some JavaScript code. Generally Zendesk provides code snippets for any extensions of this kind which make it simple. • Configuration was a very simple process. We were able to do things like change standard email content and route tickets in Spanish to a Spanish language queue quite easily.,No,10,10,9,Jira bug tracking GoodData analytics package HootSuite LiveChat,,As an early customer, we feel that we got a very fair deal. However, there was no significant negotiation involved.
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Zendesk
517 Ratings
Score 8.3 out of 101
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Zendesk Reviews

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Zendesk
517 Ratings
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Score 8.3 out of 101

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Larry Deckel profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Implementation

9
We still are using the 'classic' version of Zendesk - and haven't fully migrated to the 'new' Zendesk ticket management system. This is in part because we make heavy use of the forums which aren't as well supported in the new interface.
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Shane Swor profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Implementation

10
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it.
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Rob Sherman profile photo
Score 8 out of 10
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Verified User
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Implementation

8
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
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Implementation

10
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy.
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Feature Scorecard Summary

Organize and prioritize service tickets (47)
8.9
Expert directory (30)
7.9
Subscription-based notifications (35)
8.3
ITSM collaboration and documentation (36)
8.2
Ticket creation and submission (48)
9.3
Ticket response (48)
9.1
External knowledge base (39)
8.4
Internal knowledge base (34)
8.2
Customer portal (36)
8.6
IVR (16)
8.2
Social integration (28)
8.2
Email support (46)
9.0
Help Desk CRM integration (34)
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+