Zendesk Reviews

605 Ratings
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Score 8.1 out of 100

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Reviews (1-25 of 91)

Anonymous | TrustRadius Reviewer
February 20, 2020

Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!

Score 8 out of 10
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Likelihood to Recommend

Zendesk is a great solution for managing a lot of requests coming into a department or multiple departments. The internal communication features are extremely helpful for resolving issues. However, if you don't have a dedicated team of people who have bought it and are very familiar with the product, training and getting people to like Zendesk can be challenging. The user interface is not always intuitive and can be particularly difficult for less tech-savvy users. I recommend Zendesk for more internal use and communication among an early adopter demographic.
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Anonymous | TrustRadius Reviewer
February 06, 2020

Zendesk -Good CRM Starting Point

Score 8 out of 10
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Likelihood to Recommend

Zendesk is great for small businesses looking to start a CRM system. It's easy to learn and manage with a small team. It works well internationally and most of the integrations work well. If you are a larger company, you may want to look into a more robust platform as the integrations and larger team management features are limited.
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Anonymous | TrustRadius Reviewer
May 25, 2020

Zendesk is a customer support platform that offers terrible customer support

Score 1 out of 10
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Likelihood to Recommend

Zendesk is great if you like to fight an uphill battle with customer support from your customer support tool. Zendesk is great if you want to have countless windows and tabs open to offer support. Zendesk is great if you wish to see an example of a terrible user interface for a web-based product.
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Emely Foster | TrustRadius Reviewer
August 13, 2019

Zendesk promotes an optimal and efficient relationship with our customers

Score 9 out of 10
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Likelihood to Recommend

Zendesk allows to reduce considerably the time spent with the customer and interest them in new products. The integration of multiple channels allows us to have our entire website, social networks and email communication in one place. What makes more efficient attention and support that is offered to the client.
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Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer
October 24, 2019

Modern and Handy - Zendesk for Support

Score 8 out of 10
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Likelihood to Recommend

I will recommend this tool to most of the people as it has all the features needed to communicate with clients on a ticketing system and also can be customized more with the additional tools available, like ZD Talk.
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Omer Yaqoob | TrustRadius Reviewer
September 24, 2019

Well Organized Ticketing Solution.

Score 9 out of 10
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Likelihood to Recommend

Zendesk is an optimal solution to provide the best customer service our clients desire. It is well suited for all size businesses due to its capability of handling high ticketing volume and multiple inboxes.
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Anonymous | TrustRadius Reviewer
November 27, 2019

Zendesk is a must if you are running a business that provides any sort of support

Score 9 out of 10
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Likelihood to Recommend

Zendesk is a great solution for companies and organizations looking to provide excellent customer service as it allows customers to submit support tickets and get immediate help. From the organization perspective, it allows management to track SLA and customer satisfaction and intervene if or when necessary to meet their goals.
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Anonymous | TrustRadius Reviewer
October 30, 2019

Zendesk is an easy to use helpdesk tool

Score 7 out of 10
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Likelihood to Recommend

Zendesk is an excellent solution for helpdesk purposes. It will allow you to be on top of all of your tickets so no customer issue will slip through the cracks. Sometimes one user starts with the ticket and can take weeks to solve the issue. However, Zendesk will allow assigning that ticket to the same person so there is no miscommunication. It is also very easy to assign tickets to a specific person because you know that person will be the best to respond to that ticket.
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Sam Othman | TrustRadius Reviewer
April 23, 2019

A highly configurable, easy to use ticketing system

Score 8 out of 10
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Likelihood to Recommend

We have been slowly using it to try to migrate mailboxes out of Outlook and into Zendesk to allow for better and easier management of support. It is great for small tickets but not so good for project management. We use it in conjunction with Jira. If someone submits an issue that is bigger than a quick fix, we use Zendesk to create a Jira task and handle the rest of the project through that. We can then link all other Zendesk instances of the problem to the same Jira task.
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Michael Jacobson | TrustRadius Reviewer
July 09, 2019

Zendesk is an easy one-stop platform for your electronic communication needs!

Score 8 out of 10
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Likelihood to Recommend

Zendesk is great for handling electronic communication, especially email. It doesn't handle online chat per se but easily integrates with other software to make the Zendesk platform the only one you'll have to open to work. It creates tickets, allows agents to follow up when necessary, or re-route to appropriate agents or departments.
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Anonymous | TrustRadius Reviewer
June 08, 2019

A great tool for small to medium-sized companies who want a robust tool to offer multi-channel support

Score 9 out of 10
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Likelihood to Recommend

Zendesk is great for small- to medium-sized companies that expect fewer than 1500 tickets/inquiries per week. It's especially great for small startups looking to create an out-of-the-box solution to offer customer support at an affordable price. Zendesk doesn't do very well when you have over 1500 tickets/inquiries a week. But once you get to that many inquiries, your company will be larger and ready to evaluate other solutions.
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Anonymous | TrustRadius Reviewer
June 20, 2019

Zendesk adds Zen to our team!

Score 9 out of 10
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Likelihood to Recommend

Zendesk is great for customer support. It is also great for inbound and outbound emails.

Zendesk might not be necessary if your customer volume is not high.
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Anonymous | TrustRadius Reviewer
February 07, 2019

CSM Review of Zen Desk

Score 10 out of 10
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Likelihood to Recommend

If you need a support hub, Zen Desk could work wonderfully for you. It has worked well for us as our support hub, where customers can either log in and look at the history of their tickets or just enter a new ticket. We couldn't function as well as we do without it.
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Carmen Johnson | TrustRadius Reviewer
October 30, 2018

An Honest, End-User Review of Zendesk

Score 7 out of 10
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Likelihood to Recommend

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
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Nikhil George | TrustRadius Reviewer
October 10, 2018

One of the best support desk apps money can buy

Score 7 out of 10
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Likelihood to Recommend

Zendesk is great for large organisations. It has all the large and enterprise features that might be required such as SSO, white-labelling and data management. It's a great product what will scale with a business and very reliable. Downtimes are very rare. Smaller businesses could likely get by using other support desk tools which are much cheaper.
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Kenyata Garner | TrustRadius Reviewer
January 15, 2019

Is Zendesk What You're Looking For? Try a Demo and see is what I say.

Score 8 out of 10
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Likelihood to Recommend

Zendesk is good for startup companies and mid-sized companies in my personal opinion. It provides the tools needed to ensure the customer is taken care of. It even provides a history of what pages your customer has visited on your site prior to chatting, etc., which is the perfect guide to customer service as it bridges the gap between the questions asked and the answers needed. This lowers the frustration and miscommunication on both ends.
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Ron Rothstain | TrustRadius Reviewer
January 11, 2019

RR Zendesk Review

Score 9 out of 10
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Likelihood to Recommend

  • Zendesk does a great job at constantly improving their product, listening to their customers, and releasing new features to make their customer's jobs easier and better. From their basic ticketing support, to live chat, talk, and even guides, they really have it all under one roof. They have good tutorials and a pretty active community to get help from if you need it. While support typically consists of straight-forward communication, there are times when incorporating additional agents in real-time would be helpful in more of a live chat setting as opposed to the "email" template where most communication takes place. That's not to say collaboration in ZenDesk is impossible, as that's not the case at all, but it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).
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Andrew Murphy | TrustRadius Reviewer
January 11, 2019

Zendesk is incredible for small teams managing many customers.

Score 10 out of 10
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Likelihood to Recommend

Zendesk works really well for eCommerce. When talking with potential customers or actual customers, Zendesk lets us address their needs quickly and effectively. I have also used it for hardware products and it is amazing for creating installation guides and resources for use-case examples etc. for customers.
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Lou Gallo | TrustRadius Reviewer
August 28, 2018

Zendesk is our hub for knowing our customers and being customer driven in our business

Score 10 out of 10
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Likelihood to Recommend

From the small to large business, there is very little I have found that is not possible with Zendesk. If there are tools you need to integrate with, they have it and what they might not (which is rare) you can build it either right inside of the Zendesk platform or use the API to extend it into every corner of the business. The biggest part of integrating a support tool is making sure that it does the basics very well and allows you to expand into where you are going. From supporting one single use case to multiple business segments and keeping it all tied together so integration to other platforms that are in use is all there. I also like the fact they have a nice low end package that allows for ticket sharing which can be a great way to get your partners to have an option to share tickets with them when you have shared customers.
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Nathan Sichilongo | TrustRadius Reviewer
August 22, 2018

The Pros and Cons of Zendesk - A Manager's Perspective

Score 9 out of 10
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Likelihood to Recommend

Zendesk is a great support tool for handling support tickets for small to medium size service-oriented organizations. It is more suited towards email and web with limited functionality for social media. If you run a small support team (say 3-15 people) Zendesk is worth the money. There are some features that may work for larger organizations but the need for customization and apps make it difficult to justify unless your profit per supported user is higher than the cost.
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Bridgette Reynolds | TrustRadius Reviewer
September 12, 2018

Zendesk

Score 10 out of 10
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Likelihood to Recommend

Zendesk has been a lifesaver! When I first started my job I wasn't sure what we would use to speak to clients and this has been awesome.
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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)
8.8
Ticket response (54)
8.6
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+