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

30 Reviews of Zendesk

 

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

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
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!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
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

Customer Support

N/A

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Product Quality

Customer Support

N/A

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Product Quality

Customer Support

N/A

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Customer Support

N/A

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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.

 

from Plus Computer Solutions
Specialty: Software / IT
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

So far, so good!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
Likes Best

We have been delayed in implementing this, but I have been testing and setting it up along with the help centre, and I am very impressed with the support that I have received. I am extremely impressed with Zendesk's own help and knowledge base. We started out by comparing four different software products, and Zendesk was the one that stood out as being very well thought out and established.

Likes Least

The automations only run once per hour, and you can only set your timings for full hours - no partial hours or minutes.

Recommendations

Dive in and use the trial period fully. It's the only way to understand what the product does and if it will do what you want, how you want it. Support is great, and I found that most everything I needed was available, sometimes just not the way I had originally thought I should set it up.

 

from Roving Technology
Specialty: Consulting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

SR's product review of Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
Likes Best

The product met our main needs, which included detailed reporting capabilities with filtering and customization (which allowed us to track criteria important to us).

Likes Least

The customized main web page available to our employees would only show sections if they were populated with content. Any sections we wanted to show but did not yet have content for would not display. The vendor and everyone I interfaced with during the trial period was a pleasure to deal with. They have outstanding customer service.

Recommendations

Be clear on the feature set you are looking for, and compare the same features across each possible solution provider, including cost. In other words, compare apples to apples, and do not forget the criteria of "How easy is it to work with the provider?"

 

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.

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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.

 

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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Customer Support
Support
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.

 
 
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