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Zendesk Reviews

637 Ratings
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Score 7.8 out of 100
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Reviews (1-25 of 38)

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August 28, 2018

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

Lou Gallo | TrustRadius Reviewer
Lou Gallo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Read Lou Gallo's full review
September 21, 2015

ZenDesk - A Great Tool for the IT Director to Stay on Top of Client Support

David Drinnon | TrustRadius Reviewer
David Drinnon
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
We love Zendesk. For a small IT shop (13 IT Staff, 1,300+ users) it provides everything we need to be efficient and timely in responding to various issues.
Read David Drinnon's full review
September 30, 2015

Zendesk excels as internal helpdesk

Will Scarbrough | TrustRadius Reviewer
Will Scarbrough
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
Zendesk is a great product for our needs for helpdesk. People using it or being supported by staff using it are productive and happy with it. And the maintenance needs are extremely low being a SaaS product that is well integrated to other systems.

Read Will Scarbrough's full review
May 11, 2015

Best Online Ticketing System!

Douglas Mauro | TrustRadius Reviewer
Douglas Mauro
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
We have had ZERO issues with this product (minus the small needs around reporting). Customers love it (never a complaint) and our helpdesk learned and uses this with ease.
Read Douglas Mauro's full review
March 10, 2015

Zendesk review

Jonathan Hatch | TrustRadius Reviewer
Jonathan Hatch
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
I am extremely satisfied with this product. I am working on getting it for my newest company. It can help with many issues that they face, especially workflow.
Read Jonathan Hatch's full review
February 25, 2015

Zendesk: The right way to do Help Desk Support

David Flacks | TrustRadius Reviewer
David Flacks
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
Zendesk allows for easy billing and automatically provides updates so we don't have to have any downtime. It is always improving and we are looking forward to seeing the progress.
Read David Flacks's full review
December 09, 2014

Zendesk for a small international organization

Paul Ritmo | TrustRadius Reviewer
Paul Ritmo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
I believe that the Zendesk tool is extremely useful to identify and monitor service cases for a great number of clients quickly and efficiently. The Zendesk browser based and mobile based application allows me to respond to clients immediately and with little wait time. The assignment rules are quite helpful as well as email notification for incoming cases.
Read Paul Ritmo's full review
September 22, 2013

Zendesk saved my team

Forest Basford | TrustRadius Reviewer
Forest Basford
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.
Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Read Forest Basford's full review
September 18, 2013

Zendesk is what SaaS is all about

Sean Beckett | TrustRadius Reviewer
Sean Beckett
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
We have no significant issues with the tool, so given the cost of retooling our processes to adapt to a new tool, it would have to offer a major improvement on Zendesk. Given that Zendesk is a leader in hosted ticket systems, I can't imagine what those major improvements might be that would urge us to switch.
Read Sean Beckett's full review
October 10, 2013

A quick word from Teavana on Zendesk

Shane Swor | TrustRadius Reviewer
Shane Swor
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
We have a system that works, and works well. Zendesk keeps coming out with new innovative ways to reach out to customers, and to improve the system itself through add ons, apps, etc. Not only is it good for the company, and customer service... it's also fun.
Read Shane Swor's full review
October 02, 2013

Zendesk. Simple, Smooth, and Powerful

Colby Wood | TrustRadius Reviewer
Colby Wood
Score 10 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

10
I believe Zendesk is a fantastic tool, and i will keep using it because they are always working to improve it. I saw a forum discussing a feature request with the developer and a little while later, bam! its now in Zendesk. Tell me this, what tool do you use where the developer will join in the forum with you, and then implement your idea in the next release because he thinks its a good idea to do so?
Read Colby Wood's full review
September 22, 2013

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

Rob Sherman | TrustRadius Reviewer
Rob Sherman
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

1
I'm giving this a '1' only because we will not be renewing. We've moved onto Desk.com for better Salesforce integration. It's what our particular needs are. Don't let my '1' however discourage you from trying and buying Zendesk. It's an excellent company and software solution.
Read Rob Sherman's full review

Zendesk Scorecard Summary

Likelihood to Recommend (637)
7.8
Likelihood to Renew (37)
10.0
Usability (17)
8.0
Availability (13)
8.6
Performance (10)
8.0
Support Rating (30)
5.8
In-Person Training (1)
10.0
Online Training (9)
7.9
Implementation Rating (18)
9.0

Feature Scorecard Summary

Organize and prioritize service tickets (58)
7.2
Expert directory (36)
6.9
Subscription-based notifications (45)
5.6
ITSM collaboration and documentation (42)
7.5
Ticket creation and submission (59)
7.5
Ticket response (58)
7.2
External knowledge base (49)
7.1
Internal knowledge base (44)
6.7
Customer portal (46)
6.1
IVR (20)
6.6
Social integration (33)
7.9
Email support (56)
7.1
Help Desk CRM integration (42)
6.7

What is 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.
Categories:  Customer Experience Management,  Help Desk

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
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 Video

Zendesk Videos

Zendesk Integrations

Zendesk Competitors

Zendesk Pricing

Starting Price: $1

  • 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 Support Suite Enterprise$149per 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 Support Suite Professional$89per agent, 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+