Zendesk Reviews

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546 Ratings
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Score 8.3 out of 101

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Reviews (1-14 of 14)

Kris Lambert profile photo
Score 9 out of 10
Vetted Review
Verified User
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Usability

9
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses.
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Colby Wood profile photo
Score 10 out of 10
Vetted Review
Verified User
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Usability

10
This product can be taught to, used by, and retained by anyone. I have taught this product to some very computer illiterate people and they not only got it, but retained it.
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Chase Sheaffer profile photo
Score 10 out of 10
Vetted Review
Verified User
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Usability

8
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs.
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Taylor Wielage profile photo
Score 10 out of 10
Vetted Review
Verified User
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Usability

9
Zendesk released a new agent portal about 8 months ago and the UI has been completely redesigned. The interface is now pretty slick and is significantly better than some of the competitor products I have seen.
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No photo available
Score 9 out of 10
Vetted Review
Verified User
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Usability

9
Everything is clicks not code (except single-sign). There are English language rules for workflow, adding a field. It is easier to use than Salesforce.com, but still very powerful.
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No photo available
Score 10 out of 10
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Verified User
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Usability

10
• The UI is very consistent across the product so training and learning how to use it are very efficient. The admin UI and the support technician UI are essentially identical, except that the admin UI provides access to more functionality. The administrator can easily provide more functionally to support staff by turning on features as appropriate.
• Our knowledge base is also managed through Zendesk, and it’s very easy to assign rights to individuals for editing privileges, etc.
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Feature Scorecard Summary

Organize and prioritize service tickets (50)
9.0
Expert directory (32)
8.0
Subscription-based notifications (38)
8.4
ITSM collaboration and documentation (39)
8.2
Ticket creation and submission (51)
9.3
Ticket response (51)
9.1
External knowledge base (42)
8.3
Internal knowledge base (37)
8.1
Customer portal (39)
8.5
IVR (18)
8.2
Social integration (31)
8.2
Email support (49)
9.1
Help Desk CRM integration (36)
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+