Zendesk Help Desk Software


 

Zendesk is a principal player in the Web-based help desk market. It offers a customizable front end portal, live chat features and seamless integration to dozens of applications like Salesforce and Google Analytics. It is accessible on your iPhone, iPad, Android or Blackberry. Implementaion takes minutes.

It’s also quite customizable to meet the unique needs of a business, and it allows 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 60,000 customers. Their clients include Groupon, Adobe, Xerox, 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 language options
    Portal language options
  • Zendesk - Reporting dashboard
    Reporting dashboard
  • Zendesk - Automate actions
    Automate actions
  • Zendesk - Ticket views
    Ticket views
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000

67 Reviews of Zendesk

Showing 1-20 of 67

 

from The DZAP Group
Specialty: Advertising
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

I work on a digital marketing team and use ZenDesk for client requests

Ease-of-use

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N/A

Likes Best

It's nice getting all client requests from one place instead of getting multiple client emails. I like that it centralizes everything and holds you accountable by having assigned ticket numbers that you can track and follow up on if needed.

Likes Least

I feel like the private messaging feature could be improved a bit. It's not terrible, but you are limited on who you can private message. They have to be an actual ZenDesk user. We have people in the office that use ZenDesk to send us requests too and I can't send those people a private message.

Recommendations

I'm always a fan of free trials. If you are on the fence, see if you can do a trial. I don't know how many other products like ZenDesk are out there, but I've only used one other product similar to it and ZenDesk is way better. You just have to evaluate if it will fit into your workflow.

 

from The DZAP Group
Specialty: Other
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Great Customer Service Tool

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Likes Best

Zendesk is really efficient for receiving and keeping track of customer requests. It is a great way for customers to get an immediate response from an employee alerting them to the fact that someone has received their request and is currently working to assist them even if a resolution has not yet been identified. It also has a great layout that is easy to navigate to view new tickets as well as those that have been assigned to an employee/agent to handle. You can also see all communication, internal (within company) or external (customer facing), within each ticket.

Likes Least

The only con I would say is the limitation for how many agents you can view in the side panel at one time. This can be remedied by splitting people up into teams though for easier access internally.

Recommendations

I would recommend trying this product for a great way to monitor customer service of your company and review the types of requests your company receives. It is easy to use and provides reporting that can be very beneficial.

 

from JackThreads
Specialty: Retail
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Solid if unspectacular cloud based customer service.

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Likes Best

Simple and clean user interface, quick and relatively painless to employ macros/triggers/automations/etc., simple but robust ticketing system.

Likes Least

Could have a more intuitive or more customizable user interface - I would especially like to see ticket fields dependent on reason codes or macros in order to customize necessary information on the type of ticket in play.

Recommendations

Definitely one of the more well known and robust solutions on the market, and growing quickly for a reason. Couldn't hurt to test drive some other solutions and see how they handle customization though.

 

from LeaseLabs
Specialty: Other
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Simple to use ticketing system!

Ease-of-use

Functionality

Product Quality

Customer Support

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Likes Best

Zendesk makes it really easy to organize all requests you receive from your in-house team to outside customers. Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros. With Triggers, your able to automate activities to happen based on certain criteria. For example, if a ticket gets submitted with the word "Help" in the subject line, you can program Zendesk to assign it to a specific person and to reply to the submitter with a message. Automations function in a similar way but are timed instead of instantaneous. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system that increases company efficiency.

It also has a Help Desk (customer forum / QA) section that is available at a specific price tier that could save you time.

Likes Least

I really wish that time tracking was available for all pricing levels. It's not worth it for most teams to upgrade to the top tier of pricing just for one simple feature.

Also, the reporting feature is not very thorough. This would be extremely useful if more attributes were reported on.

Recommendations

There are many different ticketing applications out there. Many are built into CRMs. If you are using a CRM with a built in ticketing system, I would take a look at their software first. If this is in the case, Zendesk is the best system in my opinion. There are so many ways to automate and organize Zendesk that no other software can come close to.

 

from Signpost
Specialty: Media
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Great call-center support system.

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Likes Best

The product is easy to administer and the reporting capabilities are top-notch. Good Data is a great platform for gaining visibility into how your reps are performing and where they can improve.

Likes Least

The system is primarily geared for B2C business models, so using it for B2B can be challenging when it's necessary to collaborate on issues or get detailed information fields.

Recommendations

Consider your product specifically in terms of how servicing it will relate to the Zendesk system.

 

from Beazer Homes
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Intuitive, User-Friendly Customer Portal for Everyone

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N/A

Likes Best

Zen desk is truly the industry leader in customer management. From inputting product inquiries, to building a report with customers, this is the all-in-one destination for customer relationship management. Zen desk has three pillars built in: support, self-service, and engagement. These three customer service approaches allow for clients to access the information they need on a more informed basis, saving time for both provider and consumer alike. Unlike many platforms, Zendesk has built a system that allows customers to walk away with the information they need efficiently. If a CRM is needed, they are immediately available and easy to access.

Likes Least

Scaled up support packages can come pricey for small businesses. However, it is well worth the cost.

Recommendations

Allow for at least 2-4 months of implementation and use. Consider the time savings for your own employees and make a decision from there.

 

from 1&1
Specialty: Software / IT
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Zendesk is the standard for help desk in the high-tech industry

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Likes Best

The usability is great with this product. Our SE's and support people found it much easier to use than manually support processes

Likes Least

We only had manual processes before and everyone we asked was using Zen so, to be fair, we haven't looked at other vendors.

Recommendations

I might check out some others like Freshdesk but we found Zen to be the 800 lb gorilla and cheap so just went with that.

 

from Net Display Systems
Specialty: Software / IT
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Zendesk and multi environment knowledgebase & partner support portal

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Customer Support

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Likes Best

simple to use. (which became our problem also, to basic)

Likes Least

After working with it for 1 year, we find the functionality to basic. We need a separate knowledgebase and a partner portal which can not be accomplished on article level. They are not willing to add this kind of functionality, so we are going to a different platform.

Recommendations

Look what you want to achieve in the future first before you select a product.

 

from Southeast Exhibits & Events
Specialty: Other services
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

You can relax. Zendesk has got you covered!

Ease-of-use

Functionality

Product Quality

Customer Support

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Likes Best

What I like most about ZenDesk is the seamless integration and the fact that it is accessible on iOS and Android. Zendesk is also highly customizable which is great because I service clients in various industries.

Likes Least

Although highly customizable, branding can be an issue for some of my clients. Reporting function also needs to be amped up a bit.

Recommendations

Thoroughly access your organizations needs and do not assess in silos. Get all appropriate parties involved. If integration and ease of use if big on your list, Zendesk is the front runner.

 

from Zenoss, Inc.
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

A Ticketing System (and more) From People that Get Enterprise Support

Ease-of-use

Functionality

Product Quality

Customer Support

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Likes Best

The solution is clearly designed and developed by people that understand customer support in an enterprise environment. Most all features you need, and many advanced reports are ready to use out of the box. It is extremely customizable, including the look and feel, and has a large number of 3rd party apps and integrations.

Likes Least

There are two glaring deficiencies in the current release (as of 6/2015). First, file attachment limits are very very small. Even the highest level Zendesk subscription limits you to 10MB file attachments. Second, users can't copy someone else on a ticket when they submit it. Both of these issue can be worked round, and in light of the features Zendesk does have, I still give the overall app high marks.

Recommendations

Take advantage of the free trial, its the only way you'll get to know the application inside and out.

 

from Mehler International Pty Ltd
Specialty: Education
Size of portfolio: Single user Portfolio size: Single user

Best Customer Helpdesk

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
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Likes Best

Zendesk is very easy to use, for company and clients. My favorite function is to be able to answer tickets by email.

Likes Least

Can be tricky to customize to look more like our brand.

Recommendations

Find somebody to customize your account for you, so your customers perceive they are in the same place.

 

from Eclipse Aerospace Inc
Specialty: Manufacturing
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Eclipse Help Desk

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
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Product Quality
Quality
Support

N/A

Likes Best

Zendesk has very simple interface and easy to use with very little learning cure, can train anyone on using this tool, best thing about this tool is all data stored in the cloud, can be accessed from anywhere.

Vendor - Customer support is great.

Likes Least

I would like to see better reporting capabilities on Zendesk.

Recommendations

Better Reporting abilities like, able to search the incidents between the given dates and with variables user names, incident status etc..

 

from Zenoss, Inc.
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Made by support folks for support folks

Ease-of-use

Functionality

Product Quality

Customer Support

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Quality
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Likes Best

Simply using the product makes it obvious that is was designed by, and is maintained by people with a very strong understanding of the support process and whats important to both the support reps and the customers they support. This elegance in design extends into the reporting capabilities where every key metric I've been using for years was immediately available to me as a built-in report with zero customization. The enterprise edition (which we have) has the ability to create any report you can imagine, and even connect to external data sources to do mash-ups.

Likes Least

There are some areas of the product where you can tell simplicity was chosen over depth of functionality. For example, the user and organization management functions are basic - mass updates across multiple users/organizations is only possible via the API - not the UI. The search functionality needs to be built out a bit more as well, but it does get the job done.

Recommendations

Know your requirements before you evaluate the product. This way you can be sure you are choosing the solution that will require the least amount of customization to meet your needs.

 

from Eclipse Aerospace Inc.
Specialty: Manufacturing
Size of portfolio: 101 or more users Portfolio size: 101 or more users

I've implemented and manage our Zendesk helpdesk system.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
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Product Quality
Quality
Support
Likes Best

This product is great, I love their hosted solution. This allows us to avoid buying expensive server hardware to host their application in house. I was able to work with their support team and get this help desk application rolled out in a few days. I've setup other help desk applications like Cerberus, osTicket etc. This was by far the easiest deployment I have performed.

Likes Least

If I had to pick something, I would say their documentation presentation. It was a bit of a bear to navigate when I first started using them about 4 years ago. Since then, they have resolved that issue with a simpler interface for looking up documentation.

Recommendations

I would suggest using this company if you looking for a hosted solution. The software doesn't have problems scaling from small to medium size company. I'm sure it would be fine with a large company, I just don't have that experience. It really easy to setup, and even easier to manage once you get going.

 

from Eclipse Aerospace
Specialty: Manufacturing
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Zendesk is a feature reach, easy to deploy product!

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Functionality

Product Quality

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Likes Best

It's easy to set up and use. They have quick tech support response. It's easy to customize. Zendesk's feature set is great. Being a SaaS product, you can reach it anywhere, and it can integrate with open authentication schemes providing an easy to use and quick to deploy solution.

Likes Least

Customizations are possible, but are simple and limited in scope.
You are able to 'brand' your portal with your own logo and color scheme.
Some power users might desire further customizations but it's currently limited.

Recommendations

Evaluate your needs and specifically the needs of your user population closely when deciding on software that will be predominantly used by them. The ease of use can really accelerate the product adoption.

 

from Financial Fitness Group
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

My time with Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

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Quality
Support
Likes Best

I liked how easy it was to set up the help center.

Likes Least

At the time, the program did not allow for multiple help centers. This alone led us to abandon it. Our company needs a help center for administrators and one for program participants, and the two must remain separate. We had to choose a different company in order to get that.

Recommendations

Read reviews like this one! Also, make a big list of what you need from the software, and get input from everybody else on your team. Also, demo it to your team as soon as possible so that no one will object to anything at the last minute.

 

from Eclipse Aerospace
Specialty: Manufacturing
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Zendesk review

Ease-of-use

Functionality

Product Quality

Ease-of-use
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Functionality
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Product Quality
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Support

N/A

Likes Best

The interface is simple and intuitive. It's not cluttered by unnecessary items.

Likes Least

I don't really have any negatives. It meets the needs that I have.

Recommendations

My recommendation would be to have a good understanding of the product's features and services.

 

from Eclipse Aerospace
Specialty: Manufacturing
Size of portfolio: Single user Portfolio size: Single user

Zendesk Review

Ease-of-use

Functionality

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N/A

Likes Best

This is an excellent product with a simple user interface.

Likes Least

There's nothing that I can thing of, but they need to keep innovating.

Recommendations

It's definitely an excellent product and value for the money.

 

from Eclipse Aerospace
Specialty: Manufacturing
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

We use this product to manage our user support requests

Ease-of-use

Functionality

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N/A

Likes Best

Zendesk is very easy to use. It configures very quickly and gives us a good single point of contact with users.

Likes Least

There's really nothing bad I have to say about it.

Recommendations

Look for an SaaS product so you're not busy with the installation and maintenance of an onsite product.

 

from Hüify
Specialty: Advertising
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Would use Zendesk again

Ease-of-use

Functionality

Product Quality

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Likes Best

I like that "Zen" has a whole suite of products that if you use one, you are familiar with the platform, and it makes adopting new Zen products easy for our team members. I liked Zendesk in particular because of its ease of use and ease of adoption by our other team members.

Likes Least

It became too hard for some of the team to keep track of all the different users and who was doing what, so our team ended up switching to a competitor product that the manager liked more. I'm sure it would have worked out fine if we had chosen to stay with it - it really jest came down to preferences.

Recommendations

If you use other Zen products, then this is a great solution for you. Even if you don't, Zendesk integrates with almost everything. It had the most integrations out of any other similar product we looked up, so keep that in mind when making your decision.