Zendesk: The Good and The Bad
Zendesk is a very capable ticketing system. We used it to service the IT needs of 10+ companies. Anyone with an IT related requested would …
Starting at $55 per month agent
View PricingOverview
What is Zendesk Suite?
The Zendesk Support suite 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…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Ticket creation and submission (113)9.292%
- Ticket response (112)8.888%
- Email support (109)8.787%
- Organize and prioritize service tickets (112)8.585%
Reviewer Pros & Cons
Pricing
Support Team (Foundational Support Only)
$19
Cloud
per month agent
Suite Team
$55
Cloud
per month agent
Support Professional
$55
Cloud
per month agent
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://www.zendesk.com/product/pricing…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $55 per month agent
Product Demos
Zendesk Demo: The Basics
YouTube
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is Zendesk Suite?
The Zendesk Support suite 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 Suite Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Zendesk Suite Screenshots
Zendesk Suite Videos
Zendesk Videos
This software unboxing dives into Zendesk, a platform for support, sales, customer relationship management, and more. As we demo the product, we rate Zendesk on its usability, interface, installation, customer support, and more. While not a full tutorial, if you're considering...
Show More TrustRadius takes an objective look at the pricing plans, marketed top features as well as what users consider to be the best features and limitations.
Zendesk Suite Integrations
- Jira Software
- Trello
- Slack
- Shopify
- AppFollow
- Intercom
- Geckoboard
- Zight
- Mailchimp
- Nutshell CRM
- Talkdesk
- Zoom Workplace
- TeamViewer
- Zoho Assist
- Seismic Learning
- Zoho Books
- Trustpilot
- Pendo.io
- Dropbox
- LiveChat
- Hootsuite
- Box
- 8x8 Contact Center
- Giphy
- MaestroQA
- Qualtrics XM for Customer Frontlines
- RingEX
- HubSpot CRM
- Medallia Agent Connect
- Salesforce Sales Cloud
- Myndbend
- Google Play Reviews
Zendesk Suite Competitors
- Freshdesk
- HappyFox Help Desk
- HelpSpot
- Kayako
- Mojo Helpdesk
- Salesforce Service Cloud
- Zoho Desk
- UseResponse
- UserVoice
- KronoDesk
- ChangeGear Service Desk
- Kustomer
- Oracle Fusion Service
- ServiceNow IT Service Management
- eGain
- Ameyo by Exotel
- Microsoft Dynamics 365
- Gorgias
- Freshservice
- Gladly
- Intercom
- Talkdesk
- Twilio
- LiveChat
- SolarWinds Service Desk (SSD)
- Pega Customer Service
- Genesys Cloud CX
- HubSpot Service Hub
Zendesk Suite Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Countries | 160+ |
| Supported Languages | 60+ |
| Security |
Zendesk Suite Downloadables
Frequently Asked Questions
Zendesk Suite starts at $55.
Reviewers rate Ticket creation and submission highest, with a score of 9.2.
The most common users of Zendesk Suite are from Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews and Ratings
(925)Attribute Ratings
Reviews
(76-100 of 152)Companies can't remove reviews or game the system. Here's why
March 01, 2019
Nearly perfect customer management software
- Organizing and prioritizing emails.
- Merging customer data.
- Reporting trends.
- Integration with third-party phone providers.
- Intuitive reporting tools.
- Customer surveys.
February 07, 2019
CSM Review of Zen Desk
- Keeping Track of Users in the system
- Keeping track of all of the tickets a customer has opened, sent in, or have been opened by a CSM for them
- Keeps a complete history of information regarding the tickets (which is extremely helpful when we have to research a ticket for a customer)
- The search function needs some help. It brings back too many returns
January 31, 2019
Zendesk is great at tracking and managing requests
- Easy to manage requests
- Easy to assign tasks
- Easy to manage communication
- Needs a smoother transition between admin view and submitting a ticket
- A way to view what a non-admin user is seeing
- Show preview of attachments if possible
- Ticketing works great
- Following chat and email
- Few glitches in the system and great customer service when and if there is a problem.
- Adding admins to the software can be a bit of a hassle when bringing someone else on or taking someone off, I would prefer an easier way.
- The help center can be designed a little better. Especially with the chat indicator.
January 12, 2019
RR Zendesk Review
- Management of requirements or requests.
- The tool is customizable and easy to implement and use.
- We can automate our responses to our customers.
- Great flexibility in purchase packages.
- Should add response time according to the type of requirements or requests.
- Develop graphs by type of incident
- Have notifications every time you are consuming the time of a ticket
- Have video calls.
January 11, 2019
Zendesk is incredible for small teams managing many customers.
- Support ticketing
- Pre-sales communication
- Post-sales
- Installation support
- Internal UI
- CRM integrations
- Pricing structure
December 06, 2018
Zendesk manages varied requests
Score 7 out of 10
Vetted Review
Verified User
- Organize by topic you care about
- Triage tickets to different team members
- Determine time and number of touches to resolution
- If a customer responds to the ticket, Zendesk reopens it. Ideally Zendesk could bucket responses that only say "thank you," and similar non-urgent replies
- The UI could be more joyful and fun to use. I'd like to see a gamification option.
November 05, 2018
Zendesk is a great ticketing system!
- Autoresponse provides immediate confirmation to clients that you have received the request.
- Lifecycle tracking for requests.
- Easy to integrate with other software products.
- Login can get hung at times.
- More options with contacts.
- The ability to see in-use API keys instead of needing to create a new one.
October 30, 2018
An Honest, End-User Review of Zendesk
Score 7 out of 10
Vetted Review
Verified User
- It is a great support ticket management system, and is fairly easy to use via direct ticket submission via the platform, and the ability to forward customer emails directly to the support queue is extremely helpful.
- The ability to track ticket progress (last touch, etc) and communicate both internally with other departments and externally with the ticket requester within the same interface makes it easy to keep all relevant information in one place.
- Zendesk's JIRA integration makes the bug management process very seamless for our organization.
- One of the biggest issues we have with Zendesk is the lack of insight into customer history within their ticket profile. We often have difficulty getting context about the tickets that are submitted and unfortunately that increase handle time as we often have to dig through the customer's ticket history to get the full story.
- It would be great to have a better feel for overall customer sentiment based on their support history and other account factors (e.g. product usage, etc), but without a "customer profile" within the platform, it's nearly impossible to get the 360 view that would really empower us to proactively solve their issues.
- The ability to automate certain workflows (specifically those regarding internal tasks) would be fabulous, but without access to many actionable integrations, it makes this even harder.
October 10, 2018
One of the best support desk apps money can buy
- Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
- Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
- Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
- Make reporting easier - the reporting engine in Zendesk is very powerful, but at the same time, complicated to use. Would be good if they made creating reports easier.
- Pricing - the pricing plans for Zendesk are quite expensive. There are a range of other systems which provide base level features that match Zendesk.
September 27, 2018
The art of Zendesk.
- Tracks tickets, time, and organizational leaderboards so you know how time is being spent.
- They provide a pretty phenomenal mobile app that makes it easy to keep track of assigned issues even if you've stepped away from your computer.
- Built-in chat and phone calling make it simple to connect with others without needing to switch apps.
- There are a couple items in the UI that are a little confusing, namely the "Play" button. From what I can infer after attempting to use it a few times, it appears to take you through your active tickets one by one and allows you to read or update them in some order (maybe last touched?). Hard to say if that is useful or not.
- It could be easier to get into the administration area. As of now, if you are an admin in Zendesk, there are additional controls and menu that appear across the page, rather than in one central menu. Without context, you have to go through each icon and determine which of them are for end-users and which are for admins.
- I have not figured out how the system decides what ticket to display when you hit the next (>) button. To me, it seems like my next active and assigned ticket should appear--if there are none, then that arrow should go away. What ends up happening is that I enter a view, look at the list, click the top ticket, and click the arrow. Sometimes I end up on the next ticket in my view, but more often I end up in some other view or queue. Tool tips would alleviate this issue altogether.
September 12, 2018
Zendesk
- Being able to assign different tickets to different users on Zendesk
- Being able to write private messages before making them public to the person requesting
- Being able to cc users on tickets
- Seeing the cc'd ticket in your queue
- Better mobile functions - while I love having the app on my phone, I feel there could be additional features that are on the desktop version added to the mobile version, but I am aware that's a huge task!
- Load time is sometimes long for tickets - could be my browser but i've noticed lately it's a little slower.
August 28, 2018
Zendesk is our hub for knowing our customers and being customer driven in our business
- Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
- API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.
- They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
- We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
August 22, 2018
The Pros and Cons of Zendesk - A Manager's Perspective
- With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
- The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
- Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
- The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.
- Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
- Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
August 07, 2018
Zendesk Review
- Tickets
- Email Integration
- Ticket Complete
- Tickets
- Sometimes can be cumbersome when entering in data
- Initial Data Sync
August 03, 2018
Excellent Metrics to Keep Your Support Teams on Track
- Metrics. The analytics that come with the dashboard are really helpful for managing your team.
- Reminders and timelines.
- Tags. They help you stay hyper-organized.
- Convoluted dashboard. It isn't the most intuitive dash. It takes many clicks to try to find what you're looking for.
- When you attach someone to a ticket, but later take them off the correspondence, they are automatically added back on.
August 01, 2018
Zendesk is the best.
- Simple and easy to use
- Good reporting metrics which allow us to track all sorts of operational metrics
- Integrations with JIRA, among many other integrations
- There are currently two data dashboards, sometimes they do not match up
- Nice GUI
- Easy filtering
- Easy to see how a certain issue was handled and communicated to the customer
- I'd like to immediately see "my issues" on top
- i'd like it to auto-remember where I left it
- GUI still little clustered.
July 13, 2018
Zendesk
- It's a great tool for ticketing and tracking customer interactions.
- It has a huge amount of customizability. Almost too much in some cases.
- Because every business needs to use Zendesk in their own context, the tool isn't immediately understandable. It's quite complicated in many ways.
- The biggest area for improvement would be analytics. The current Zendesk analytics platform is quite bad.
- It worked seamlessly with my email account.
- I was able to mark whether or not an order was fulfilled or pending.
- I was previously only handling requests via email, Zendesk helped put things in order for me.
- Notification feature to your email when something hasn’t been addressed that you may have missed.
- The support ticketing can sometimes get confusing at first glance if you are new to a this kind of program.
- I do not enjoy when others in the organization were able to interrupt or answer a customer. I think roles should be able to be assigned and only designated to the person who is helping accisplercumless otherwise said.
July 13, 2018
Best scalable support solution
Score 10 out of 10
Vetted Review
Verified User
- Ease of use
- Ease of integration
- Ticketing system
- Navigation in the web view is a little tricky
- Customization of FAQ section
- Feature for auto-replies based on keyword search of question
July 10, 2018
Zendesk top contender for your business!
- Organize help tickets
- Keep customer up-to-date
- Allow experts in different fields to handle certain clients
- Integration into SFDC could be better
- While you could have canned responses the ability to easily share was not clear at the beginning in order to share best practices if they were personal responses vs. public.
May 11, 2018
Zendesk helps!
- Clear platform
- Sends a direct email when you create one
- Has drop down menus
- Mobile device
- The emails with replies can be hard to understand
- Amount of emails
March 30, 2018
Zendesk- the rockstar of ticketing!
- It is very flexible and customizable. Very fast and easy to use.
- The support levels are fantastic. Easy to submit support tickets and get help when needed.
- User experience is clean and intuitive. Does not require a lot of prior knowledge in order to set up and run effectively. The platform is very smart and dynamic.
- The mobile experience is not great. Would love to see a revamped experience that is more mobile friendly and responsive
- It is a pretty expensive solution. While it is worth the cost it doesn't come at a cheap price tag
February 28, 2018
The best tool on the market... for a reason.
- Incoming request tracking and assignment via multiple channels
- Ticket processing and communication, macros, workflows
- Categorization and reporting
- User management
- Lots of integrations + API
- Slow UI
- Not easy or intuitive to learn, requires significant training time
- Mobile apps contain some bugs