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.
Jeff from Lake Oswego School District
Portfolio size: 2 to 5 users
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.
So far, it's worked 100% of the time, and the functionality hasn't disappointed in the slightest.
It's a top-notch product that's left us very happy.
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).
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.
So far, we haven't had any issues with Zendesk. Their service and support has been top-notch.
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.
Matt from Illuminate Education, Inc.
Specialty: Software / IT
Portfolio size: 51 to 100 users
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.
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.
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.
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++
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. Itâs also really customizable.
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.
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 wonât be disappointed!
Anna from Collaborative Drug Discovery, Inc.
Portfolio size: 2 to 5 users
The new agent interface takes some getting used to, but once learned, is very good.
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.
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.
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.
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.
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.
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.
Andrew from saleslifecycle.com
Date: July 2013
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.
Duncan from MemberClicks
Date: June 2013
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!
Chaz from North River IT
Date: June 2013
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.
T.A. from Automation Anywhere Software
Date: June 2013
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.
Sam from Jobber
Date: June 2013
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.