Zendesk Reviews

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585 Ratings
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Score 8.2 out of 100

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Reviews (1-17 of 17)

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
Vetted Review
Verified User
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Users and Roles

100 - Everyone from our support staff, development, operations, quality assurance, sales, marketing, management, customer success and technical services. This is essentially our entire company and with our Enterprise licensing we can have anyone have view access to tickets. This allows us to grant access to any teams where customer input is key to making positive changes to how we do business. Pre and post sales access to this conduit of feedback allows us to impact all employees and get everyone behind the customer-first attitude.
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David Drinnon | TrustRadius Reviewer
September 21, 2015

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

Score 9 out of 10
Vetted Review
Verified User
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Users and Roles

13 - ZenDesk used by 13 IT team members to respond to the desktop needs of our staff and website visitors. Currently, we are supporting 1300+ users across six locations in our metro area. We average around 627 tickets a month.
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Paul Ritmo | TrustRadius Reviewer
December 09, 2014

Zendesk for a small international organization

Score 9 out of 10
Vetted Review
Verified User
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Users and Roles

5 - We go from 1st line support to level 3 support. The departments can assign the cases as they come in to quickly resolve issues.
Our level 2 and 3 are individuals that are extremely intimate with the software application and who can quickly respond to the end users questions pertaining to our software
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Colby Wood | TrustRadius Reviewer
October 02, 2013

Zendesk. Simple, Smooth, and Powerful

Score 10 out of 10
Vetted Review
Verified User
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Users and Roles

4 - I have 4 in my company, but much more for the other companies that I have done work for,

At Johnson Business Technology Solutions I have molded Zendesk into a HelpDesk tool for our Desktop guys, an Escalation tool for our System Engineers, and a project tracker for both.
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Taylor Wielage | TrustRadius Reviewer
July 09, 2013

Couldn't do without it!

Score 10 out of 10
Vetted Review
Verified User
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Users and Roles

5 - Customer service/sales team use Zendesk to answer functionality questions to prospective customers.
Support team resolves user issues through Zendesk.

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Anonymous | TrustRadius Reviewer
November 12, 2012

Awesome product. Great UI.

Score 10 out of 10
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Users and Roles

30 - • Product is used by the entire support team of 15 people, plus about another 15 in the IT department for internal support.
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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+