Zendesk Reviews

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607 Ratings
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Score 8.0 out of 100

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Reviews (1-17 of 17)

Douglas Mauro | TrustRadius Reviewer
May 11, 2015

Best Online Ticketing System!

Score 10 out of 10
Vetted Review
Verified User
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Implementation Rating

10
We did this ourselves and were very happy with what we got. I feel as though we're using the software to the full potential and are not leaving anything on the table.
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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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Implementation Rating

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 | TrustRadius Reviewer
October 10, 2013

A quick word from Teavana on Zendesk

Score 10 out of 10
Vetted Review
Verified User
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Implementation Rating

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 | TrustRadius Reviewer
September 22, 2013

Zendesk is an amazing tool for customer service but SalesForce is tough

Score 8 out of 10
Vetted Review
Verified User
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Implementation Rating

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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Anonymous | TrustRadius Reviewer
December 09, 2014

Love benchmarking capabilities.

Score 9 out of 10
Vetted Review
Verified User
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Implementation Rating

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 (54)
8.3
Expert directory (34)
7.5
Subscription-based notifications (42)
7.1
ITSM collaboration and documentation (41)
7.9
Ticket creation and submission (55)
8.6
Ticket response (55)
8.3
External knowledge base (45)
7.6
Internal knowledge base (40)
7.4
Customer portal (42)
7.4
IVR (18)
8.2
Social integration (31)
8.4
Email support (52)
8.1
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

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+