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 40,000 customers. 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 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

59 Reviews of Zendesk

Showing 1-20 of 59

 

from Jobber

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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.

 

from Automation Anywhere Software

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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 North River IT

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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 MemberClicks

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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 saleslifecycle.com

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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.

 

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!

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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.

 

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!

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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!

 

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

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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.

 

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

Quick and easy to use!

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

I love Zendesk!

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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

Okay Experience

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

Good Experiences

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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

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

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

Mid-Size Company Ticket Management

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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 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

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

Zendesk Review

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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 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.

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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 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.

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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 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

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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 The Pampered Chef
Specialty: Food / Beverage
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Zendesk, good but not perfect.

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Likes Best

I like that Zendesk allows ticket management by multiple teams in one system. The ability to integrate with the Outlook email system for ease of communication and user setup is a big plus. I can setup views so every agent has their own tickets in their queue's for easier ticket management. I can also track ticket resolution and agent ticket activity from an easy to use tool.

Likes Least

There is no simple calendar integration with requests. You have to literally use your own calendar solution for setting up future appointments. It would be nice if we could one-click create calendar appointments, setups, and requests that would integrate with our Outlook calendar. Even if it didn't integrate with existing Outlook, just to have a stand alone calendar would be alright as well.

Recommendations

If you need a easy way to keep track of tickets and allow multiple teams to interface from one product, this is pretty good at that.