Zendesk Reviews

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585 Ratings
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Score 8.2 out of 100

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Reviews (1-6 of 6)

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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Systems Integrated With

  • SalesForce.
  • Phabricator.
  • Jira.
For SalesForce and Jira it was simple as they have a full integration app that you just download, input some simple information and you're done.

Where as with Phabricator, I had to do a custom integration which worked smoothly.
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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
Review Source

Systems Integrated With

  • We have integrated with our project management / bug tracking system - Atlassian Jira. If a ticket relates to a technical problem with our application, we push the ticket from Zendesk to Jira so that developers have access to the ticket.
  • This was a fairly straightforward integration. It's offered as an out-of-the-box integration by Zendesk and did not require any coding on our part. It took a little while to set up, but was not particularly difficult.
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Anonymous | TrustRadius Reviewer
December 09, 2014

Love benchmarking capabilities.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Systems Integrated With

  • Our own SAAS product, a Force.com based application
  • Our corporate CRM Salesforce.com
  • GoodData
  • Screener
Our own Force.com based product - just via simple single sign-on.

Salesforce.com - two-way integration comes with Zendesk, easy to set up

GoodData – integration comes with PLUS edition. Data syncs are hourly. It was very simple to set-up. You just have to copy a token over.

Screener – prebuilt integration provided by Zendesk, very simple to set up.
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Anonymous | TrustRadius Reviewer
November 12, 2012

Awesome product. Great UI.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Systems Integrated With

  • Jira bug tracking
  • GoodData analytics package
  • HootSuite
  • LiveChat
• Jira: Use Jira for bug tracking and it’s important for us to integrate with this systems so that we can see the status of bug fix progress without having to go and ask the dev team. The developers will also be cc’d on all inquiries about bug fix status to help them gauge urgency. We have not done this integration yet, but it is a high priority.
• GoodData: Integration with this analytics package is pre-built and is part of the product.
• HootSuite: We use HootSuite for support over Twitter, and worked with Zendesk to build out this integration.
• LiveChat: This is very important for increasing resolution speed
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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+