Zendesk Help Desk Software


 

Zendesk is a principal player in the web-based help desk market, differentiated by its sophisticated, yet simple support ticket system and ease of use. We like Zendesk because it offers a customizable front end portal, live chat features and seamless integration to dozens of applications like Salesforce and Google Analytics. You can even get Zendesk on your iPhone, iPad, Android or Blackberry. Best of all, the software is easy to implement, so you can have it up and running in minutes. It’s also quite customizable to meet the unique needs of your business, and it allows your customers to communicate with you across multiple technology-based channels (internet, email, mobile, Twitter, and more.)

Zendesk is a complete customer support solution. Both the help desk and customer support applications are offered on a stand-alone basis and knowledge management is also included as part of the integrated suite. The system was designed to be used across a wide range of vertical markets including technology, government, media, and retail, and is scalable for businesses small to large.

Founded in 2007 and now based in San Francisco, Zendesk has quickly amassed over 40,000 customers and proved itself a formidable contender in the help desk and customer support markets. Their clients include Groupon, Sony Music, Rackspace, Dropbox, and thousands more.

 

Zendesk - Agent Home
 
  • Zendesk - Agent Home
    Agent Home
  • Zendesk - Knowledge Base and Community Forums
    Knowledge Base and Community Forums
  • Zendesk - Portal Lanuage Options
    Portal Lanuage Options
  • Zendesk - Reporting Dashboard
    Reporting Dashboard
  • Zendesk - Set Triggers to Automate Actions
    Set Triggers to Automate Actions
  • Zendesk - Ticket Views
    Ticket Views
Supported Operating System(s):
Windows XP, Windows Vista, Windows 7, Windows 2000, Web browser (OS agnostic), Unix, Solaris, Mac OS, Linux, IBM OS/400, HP-UX, AIX

19 Reviews of Zendesk

 

from The Pampered Chef
Specialty: Other
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Works great but requires 3rd party add-ins

Ease-of-use

Zendesk is very easy to use and work with once you figure out how the triggers and automations work

Functionality

out of the box it meets most of our needs but lacked sub tickets and robust workflows

Product Quality

The product works very well, it is more based as a customer support product rather than a full Help-Desk product. with the right tweeks you can make it do what you need

Customer Support

Zendesk's customer/Tech support is excellent, they are always quick to respond and very willing to help with and possible issue

Likes Best

Works great with keeping the end user involved with the ticket progress as well as have a good knowledge base

Likes Least

Zendesk did not have a built-in workflow that could be used with ticket approvals as well as auto creating sub-tickets for other areas of IT. We needed to purchase a 3rd party add-in to accomplish this

Recommendations

Make sure you thoroughly test everything you need before making your purchase, including forms and workflows.

 

from Verso Networks
Specialty: Telecommunications
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Great online customer support tool from experts who know support.

Ease-of-use

The setup process was laid out in a way that made thing easier to pull together all of the data needed to get started. This included setting up automated email notifications and ticket forwarding. In one sitting, I was ready to manage customer support.

Functionality

As a startup, we only needed the minimum support, which supported all of our customers. Then as we grew and our needs changed, Zendesk was able to upgrade with us. With just a click of a mouse, I had the ability to manage my growing customer base.

Product Quality

This is a professional looking website that allows you to customize your settings while maintaining a high level of quality.

Customer Support

They built a tool for customer support because they knew what kind of care a customer should be getting, and I believe they support their customers. In a way, they lead by example.

Likes Best

Zendesk is a great online tool for managing customer trouble tickets and providing a high level of support to you and your customers.

Likes Least

They are aware of the need for a good support tool that focuses not only on external customers' needs, but the internal customer as well.

Recommendations

Look around for a product that is easily configured and manageable. That has a high level of support and that is scalable to your needs. If you only need basic support, this is the tool. If you have a whole team that supports thousands of customers this is the tool.

 

from Smartronix
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Customizable features, sandbox, documentation and support are great.

Ease-of-use

It works out of the box, but to configure it properly to your specific use case is going to take some digging, playing around, and fixing your mistakes.

Functionality

This product met our needs almost perfectly. We have set up workflows to handle all our customer inquiries.

Product Quality

It's well done and works as promised. This is in contrast to at least one of their competitors, who will remain unnamed.

Customer Support

They have very good support. They were timely in their responses and had good answers. They also "eat their own dog food;" Zendesk runs on Zendesk.

Likes Best

The customizable features, documentation, and excellent support are all winners. The killer part is probably the sandbox, where you can play and set things up. Make your mistakes there, so in production, the system is perfect.

Likes Least

The look and feel could use a little more polish. The way information is presented in the admin console is a bit unorthodox and hard to get used to.

Recommendations

Try it before you buy it! Build a working Proof-of-Concept in whatever product is your leading candidate and make sure it works before you pay the big bucks.

 

from Magnetic Marketing Innovations
Specialty: Consulting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Zendesk Review

Ease-of-use

It's pretty easy to use with good documentation. You might need a bit of help from them with a few parts like email piping and stuff like that, but all in all it's pretty user-friendly.

Functionality

It meets my needs very well. We use it for our products and support desks. It's a much better system than we had with just email before.

Product Quality

The quality is very good. They might be able to improve on some of the design options, but otherwise it's great.

Customer Support

They have good support and are quick to answer. I haven't had any issues with them.

Likes Best

It's easy to use and integrates well with my sites.

Likes Least

There's not much wrong with Zendesk really. I enjoy using it, and it helps manage our support desk well. Maybe it could do with some better design options, but that's about it.

Recommendations

Take a look at the other options in the market, and you'll see Zendesk is probably your best bang for your buck.

 

from Universal Logics
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Probably the best out there, but could still improve

Ease-of-use

The tabbed UX and search function is very helpful. The app works just as well as using the site and keeps me updated on the go via push notifications.

Functionality

We use it as a basic support and help desk, and it is also great for organizing and keeping track of client information, logins, passwords, etc.

Product Quality

The interface is well-thought-out, simple, and easy to use. The lack of auto refresh when viewing a ticket is a long requested feature that has yet to be addressed. This is a huge oversight in my opinion. However, the basic interface and ease of use of this product makes up for it in a way.

Customer Support

Feature requests seem to be ignored or not made a priority. I along with many others have submitted requests for this feature and it does not seem to have been seriously addressed.

Likes Best

I like receiving replies from clients via email so I never miss anything. I also being able to reply to tickets directly via email instead of having to log in to the support portal. The mobile app is also great and keeps me updated on the go via phone and iPad.

Likes Least

There is no auto refresh while you're viewing a ticket and an update has been made.

Recommendations

Pay close attention to import/export features when choosing software.

 

from Intercontinental
Specialty: Property Management
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Mid-Size Company Ticket Management

Ease-of-use

The only time we spend on these tickets is closing them once they are resolved!

Functionality

All we were looking for is a system to help us manage our incoming Helpdesk tickets, and this solution works perfectly!

Product Quality

You can't beat the simplicity of the product. The customer simply needs to send us an email, and we're in business!

Customer Support

I have had very quick responses to our queries. All communication has been via email.

Likes Best

We immediately found this application easy to administer and maintain, as well as easy for our customers to use (which was critical to us). It simply couldn't be easier; our customers simply send an email to our Helpdesk, is internally defined in our address book. The ticket is automatically generated in Zendesk and communicated to all Helpdesk members.

Likes Least

We were looking for reports that would allow us to track what types of tickets are being opened, by whom, and the duration in which they remained open, but we could not find a way to do this. It seems the reporting is somewhat limited.

Recommendations

We evaluated several solutions and found this to be, hands down, the easiest solution for managing our Helpdesk tickets.

 

from Memberclicks
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Zendesk is sleek and immensely helpful, but it could use some improvements.

Ease-of-use

It's extremely easy to use, but the constant refreshing interrupts what would be an otherwise pretty seamless flow.

Functionality

It does everything we need it to do, at least in my opinion!

Product Quality

It's a quality product for sure, and I can certainly see why many big names use it. We rely upon it heavily every single day, and I've yet to see a reason why we'd ever stop using it.

Customer Support

Everything depends upon the representative you work with, but on the whole, it's been a good experience. They helped us through a major issue recently, and they're excellent at following up.

Likes Best

The design is attractive and simplistic, and the product is easy to use. The available features are excellent, and the customer support is pretty great, too. I'm over 1k tickets into Zendesk, and I don't know how we'd get along without it.

Likes Least

Zendesk constantly refreshes while I'm trying to write a response to our customers. This is incredibly frustrating, so I will frequently write my responses in Notepad or Word to avoid losing them, particularly if the responses are longer than a few sentences.

Recommendations

I would break it down into categories, but it seems as though this has already been done.

 

from SustainX, Inc.
Specialty: Energy
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Good Experiences

Ease-of-use

Very little needs to be done to make Zendesk functional for end users.

Functionality

Asset management capability was available in a few of the other options we looked at, but Zendesk was so much cheaper that it fully offset the lack of asset management. The ability to hide/change already posted agent comments would also be a big plus. The ticket search functionality could also be improved.

Product Quality

I haven't had any issues with Zendesk not working as intended.

Customer Support

I only had to deal with the billing department. They weren't able to help me switch my subscription type part way through an annual subscription.

Likes Best

I like the customization, simplicity, and flexibility.

Likes Least

The custom company theme doesn't apply to the agent side. I'm also disappointed that agent comments can't be hidden/altered. That has the potential to cause some problems for us from a data security standpoint.

Recommendations

Zendesk is cheaper than most of the alternatives, can be used virtually out of the box, and has high customization potential.

 

from Memberclicks
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Okay Experience

Ease-of-use

Everything is very self-explanatory and easy to navigate from screen to screen.

Functionality

It meets all of my needs and makes getting the job done a breeze.

Product Quality

If they fixed the refreshing issue, the product would be amazing!

Customer Support

They are great at getting back with us in a timely manner.

Likes Best

The separation of the tickets within the queue makes it easier to sort.

Likes Least

I do not like when the pages refresh in the middle of replying to a ticket and I have to restart.

Recommendations

Understand that every software isn't perfect, and they are always improving.

 

from MemberClicks
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

I love Zendesk!

Ease-of-use

The UX/UI of the Zendesk product make it really easy to use. They also provide an array of support resources from articles, to videos, to in-person training that can help new users get up to speed.

Functionality

I would like to see enhancements to the functionality where one admin might work for multiple organizations. We also get lots of comments from our customers who don't seem to love the 'Good' or 'Bad' rating functionality. For some reason they have difficulty separating 'good' service from a 'good' product, which can lead to questions sometimes.

Product Quality

Zendesk is a very quality product with few glitches. I've been using the product for three years, and our organization serves over 1300 customers through it, equalling out to roughly 500 tickets a week. Even with those numbers, we rarely have to call or email support, which is definitely a testament to thorough testing and upkeep on Zendesk's part.

Customer Support

Excellent customer service every time I need it! I like that Zendesk offers both phone and online support, and I really enjoy working with their team to see how mine compares.

Likes Best

Zendesk offers a useful, user-friendly product that our support team uses 24/7! I've been a Zendesk user for three years and have always loved the product as a whole. I also really enjoy seeing the continued product enhancements based on direct customer feedback. I love that Zendesk holds regular events in Atlanta, which allows all of the users at my company to explore and brainstorm with other ZD users in the area. Our team has really embraced using custom macros and triggers to make workflows simpler.

Likes Least

As with any software, there are some workflow particulars that I might change. Specifically, we have many clients who are administrators for multiple organizations. It can be tough to tell which organization they work with when attempting to create a ticket, but overall, I wouldn't change much about Zendesk's functionality, and I love their regular updates and enhancements.

Recommendations

Honestly, I think Zendesk is as good as it gets. I would consider the number of support licenses you have available (the more the better) and check out Zendesk's demos and online help resources to make sure they meet your needs.

 

from MemberClicks
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Quick and easy to use!

Ease-of-use

The simple interface and help center make it easy to use

Functionality

We have not been able to find something which does not satisfy our needs yet.

Product Quality

The UI and UX elements are well-thought-out and organized.

Customer Support

When we've had an issue, Zendesk has been quick to respond.

Likes Best

I love being able to build macros, special views, and indicators for specific users. The metrics charts make it very easy to analyze performance.

Likes Least

Sometimes, Zendesk forces me to reload, causing me to lose all my responses before they were sent.

Recommendations

Learn the features in depth. Zendesk is an extremely powerful product.

 

from Lake Oswego School District
Specialty: Education
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Made the jump to Zendesk

Ease-of-use

There were only two or three things that required assistance from Zendesk. Once we had them figured out, we haven't needed to contact them again.

Functionality

So far, it's worked 100% of the time, and the functionality hasn't disappointed in the slightest.

Product Quality

It's a top-notch product that's left us very happy.

Customer Support

As previously stated, we've only had to contact their support two or three times, and each time our issue was quickly resolved (simply a matter of not knowing where to look; we were too used to our old system to think about where someone else would put a setting).

Likes Best

Zendesk is a very mature product that has proven to be easy to use and even easier to customize to our needs. It also presents a simple interface to our non-tech users. With the online interface and the mobile app on both Apple and Android, it's simply indispensable now. And because the online interface upgrades are seamless and transparent, there is no need for us to do any manual updating.

Likes Least

So far, we haven't had any issues with Zendesk. Their service and support has been top-notch.

Recommendations

Experiment with the different offerings before you commit. We thoroughly tested three different offerings for roughly two months before going with Zendesk, and we couldn't be happier about it.

 

review detail from Illuminate Education, Inc.
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

An excellent customer service tool!

Ease-of-use

Our agents enjoy using Zendesk. Basic functionality makes sense and advanced features are easily discoverable. It's obvious the team at Zendesk is eating their own dog food and improving things as they find issues. Their documentation is also top-notch.

Functionality

With any tool, it's hard to build something that works for everyone specific use cases. The Zendesk development is extremely responsive, but sometimes there's just not enough demand for a feature we've requested to justify adding it. In these cases Zendesk lets us know and helps us find a work-around.

Product Quality

We're very happy with the quality of Zendesk. Features are well-designed and work the way they should. The web app is fast and has minimal downtime. If I were starting another company that needed a support tool, Zendesk would be my first purchase.

Customer Support

The Zendesk support team really practices what they preach. Every time I've contacted customer service I've had an exceptional experience. They're prompt and thorough in their responses, and do a good job with following up as needed. A++

Likes Best

The interface is easy to use and quick. It allows our support team to tackle a high volume of tickets and either solve the problem or escalate it to our engineering team. Zendesk also includes excellent reporting so we can track how effective each agent is and identify problem areas in our software (based on ticket volumes). Zendesk supports powerful macros and ticket triggers to help automate our workflow. It’s also really customizable.

Likes Least

I've been very happy with Zendesk. Sometimes I wish they could add every feature we request, but I realize that they have to be good stewards of their development time and focus on things that will benefit the largest number of users.

Recommendations

I've checked out several different helpdesk solutions, but keep coming back to Zendesk. If I started another small business that needed a helpdesk, Zendesk would be my first stop. It works well for one-man support teams, but scales seamlessly as your company grows. With the new Zendesk Voice offering, you can do everything with Zendesk. Give the friendly guys at Zendesk a try, you won’t be disappointed!

 

review detail from Collaborative Drug Discovery, Inc.
Specialty: Pharmaceuticals
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Best marketing department ever!

Ease-of-use

The new agent interface takes some getting used to, but once learned, is very good.

Functionality

Ticket tracking and assignment work well. The web portal does not allow versioning, which would be good. Searching the web portal is not perfect with either too few or too many results returned. The enterprise edition allows article ranking, but not lower subscriptions.

Product Quality

Not very well pleased. Tickets sometimes get lost. Traffic to the site sometimes overwhelms the site capacity, slowing it down so that tickets do not appear for 3-4 hours after submission. The WYSIWYG editor is glitchy and minimally functional on the web portal.

Customer Support

Sometimes support is very slow (>48 hours) and very helpful. This is an advanced application that requires configuration for optimal use. Such support is not readily available to anyone below enterprise customers. The account manager has unresponsive.

Likes Best

Zendesk has an excellent marketing team who design their advertising, customer engagement campaigns and marketing website. The application itself is pretty good overall, easy to use in it's basic implementation, and fairly straightforward for admins. If it didn't go offline, have glitches, or break, it would be excellent.

Likes Least

This application is critical to our business but happens to be somewhat unstable, occasionally losing a ticket or two here and there and making for irate customers (I can't blame them). The chat function is frequently unavailable, and the whole site sometimes becomes slow and unresponsive taking hours to receive tickets. The functionality of the site is also unstable on the web portal, where text formatting breaks from time to time, and the html has to be manually fixed. Support for any of these problems has been less than satisfactory for a company that makes a living on claims of outstanding support. None of this is clear until you have used the system for some time, which says a lot for the marketing efforts, but makes it hard to evaluate in a short span of time. Perhaps "enterprise" level customers get better support efforts.

Recommendations

Take your time evaluating it, try to break it, and test advanced functionality as much as you can, including triggers, automations, e-mail forwarding, API, and integrations.

 

from saleslifecycle.com

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We recently went through the process of comparing helpdesk solutions for our business - www.saleslifecycle.com.

We gave three services a trial and compared the pros and cons of each from a small budget point of view. Copied below were the results from our analysis.

The pros included a very polished User Interface for admin; free phone number - usage charges apply; three support agents are provided on Starter account ($20 per year); users can comment on articles and comments can be converted into tickets; native apps for tablets and phones - IOS and Android; and branding was easy and straightforward - logo and colors.

The cons included the fact that there were no suggested solutions when answering tickets; public site does not suit mobile devices very well - at least for a Nokia 720; the export is not readily supported (available via API); and poor image hosting support - one big pool of images with no delete option.

 

from MemberClicks

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

ZenDesk was easy for us to implement, porting over kb articles from our previous system as well as tickets. The team adapted to the system within hours and we haven't looked back since.

ZD gets a lot of feedback from their customers and they do a solid job of prioritizing the enhancements and new features that maximize impact. Overall, our team is thrilled with the product.

Tier 1 support agents at ZenDesk are easy to work with, knowledgable and demonstrate their commitment to helping. Unfortunately, the tier 2 group tends to get caught up in the technology rather than seeing what the customer actually needs from a broader perspective. That said, they've always been able to solve our questions and problems in the end and have demonstrated patience if the problem wasn't related to the ZD platform.

Since launching ZD over three years ago, we've been able to build a customer community that has drastically improved our product enhancement process and streamlined support operations. We actually get compliments from our customers on how easy the system is to use for them!

 

from North River IT

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

My organization is based in North Dakota, but services K-12 in Alaska and has an anchor client in Houston, TX. We are the primary IT force behind two industrial contractors one in ND and the other in TX. We bring the infrastructure and connectivity to places where there usually is nothing.

We were using a work-system that was hard to modify and almost too simple. Zendesk was an easy choice and the support for mobile across all platforms was great.

Zendesk was purchased about 18 months ago and our end customers love it. We have been trying to use the new Zendesk, but dealt with delays in adding new users so have been sticking with the old.

Everyone learns to use Zendesk quickly. We don't get into the advanced features and macros and could benefit.

We have not really had a need for their customer support and that is a good thing.

The biggest benefits are preventing items from slipping through the cracks. Prior to this system, people would have issues or problems and if they weren't (or couldn't) be dealt with immediately the problem would vanish, but not because it was solved. That is a problem, now we track it.

 

from Automation Anywhere Software

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

Automation Anywhere, Inc. had many processes which involved extensive usage of excel spreadsheet for compiling the data and generating the reports. We were not happy with the one software as it had it's own limitations in generating reports, tickets assignments..etc. In due course of time it became very difficult for us to maintain the spreadsheets and extract reports.

We started evaluating Zendesk extensively and found that it was way ahead of it's competitors in terms of ease of use and we strongly felt that we got the right helpdesk software.

It's now one year and 6 months and we are very happy, and pleased, to be associated with Zendesk. Implementation of Zendesk was not that difficult. The Support team was very cooperative and helped us right from the word go, and even suggested better solutions for our queries. The training curve of Zendesk is so short that it does not take much time for my support experts to learn it. Our support experts are now comfortable in using Zendesk.

After using Zendesk now we are able to measure the KPI's of our support experts very easily and we are happy to say that we do not use excel spread sheet to maintain our customer's data. In fact, after the implementation of Zendesk, the next step was the integration of Zendesk with Sales Force - which was successful and helped our support team and Sales team getting connected.

To conclude - We are happy and love to be associated with Zendesk.

 

from Jobber

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We've been using Zendesk at Jobber for a couple of years now, and have seen it evolve through both minor and major updates. As a SaaS based software company ourselves, we really appreciate the ongoing development and improvements.

Jobber has a very strong reputation for customer service, and Zendesk has become the atomic center of our continuing effort to strengthen that reputation. Our Customer Success Team can respond to issues very quickly, collaborate on resolutions, and easily review support histories for our customers.

We're a rapidly growing software company, and our support load would easily get out of hand without the help of Zendesk. There's lots of flexibility and customization options that we've used to heavily engineer our support queues, and as a result we never feel overwhelmed.

Lastly, to my knowledge we've yet to have a system disruption. That's not to say that there haven't been any — this is cloud based software after all, and as a cloud based company ourselves we know that uptime issues are inevitable once in a while — but if they have occurred, they've been minimal enough as to not be noticeable.

I hope Zendesk keeps evolving and improving well into the future. They've earned us as a devoted and trusting customer.

 
 
Write a Review
In just fifteen minutes, the experts at Software Advice can help you narrow down the right software for your organization. Call us for a Free FastStart Consultation: (888) 234-5132
Call us for a Free FastStart Consultation: (888) 234-5132