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.
Ryan from Impact Radius
Specialty: Software / IT
Employees number: 201-500 employees
My company works strictly B2B and mostly with IR 500 (retailers). Remember, Zendesk is a ticket system, not an email system, so trying to email someone back and forth, especially when things get technical, you have to CC or BCC, and especially trying to include in line screenshots - most of this cannot be done with Zendesk. Zendesk is a nice system, it is, being able to provide internal notes, look at analytics of response times and add a lot of pre integrated add ons is fantastic, but for B2B it just doesn't cut it.
Again, B2C, do it. B2B, not a good choice - it's best to use some kind of Gmail add on (SFDC)
Nate from Cleveland Furniture Factory Outlet
Zendesk has great organization and labeling to easily keep up with many different types of situations.
Deletion is permanent. It would be great if they would have a trash bin where deleted conversations were temporarily held in case of accidental deletion by an admin.
Some of the categorizations take a little bit to get used to, but Zendesk gives a lot of options for said categorization.
Nathan from Cleveland Furniture Factory Outlet
one place to keep all incomplete tasks that need periodic follow up, gives me the reminders I need to keep things from "falling through the cracks"
open update pane does not close when you click "submit" or "close"
none, i am an occasional user, this software purchase decision was made by others in our organizations, but I am happy with it
Patrick from Cleveland Furniture Factory Outlet
It's pretty easy to get started and set up with Zendesk, and their pricing plans allow you to have three users for only $6 per month. For very small businesses, you get a great way to manage customer service for the price of a fast food meal. The software is fantastic for keeping customer interactions organized and making sure no customer accidentally gets ignored or forgotten about, and it can scale with your business as it grows. Facebook and other social media integrations and a customizable help desk site are also great.
Some of the more advanced features are only available on the expensive plans. This is somewhat of an inconvenience for smaller companies who need more features, but it is understandable from the developer's point of view.
Be sure to explore the options before settling on a software. Some companies have great sales teams who will try to sell features that you don't really need, and there are often cheaper alternatives that cut out the extraneous components. Also, be sure that the software you choose can scale as your company grows. Migrating to a new system is usually not easy or fun.
Denys from SocialCondo
Specialty: Software / IT
It is easy to centralize customer requests so our support team can handle it efficiently.
Ability to update ticket status directly from e-mail responses.
Updating ticket status from e-mail replies is very useful but sometimes it did not work correctly for us, leaving some tickets as opened.
I suggest trying it out, and really use the trial period to check whether it fits the business needs.
Andrea from The DZAP Group
I love the simple interface and the ability to track all requests from clients in a singular system. The ability to keep track of due dates/timelines of multiple requests in one central place is a big thumbs up. I also like the option to communicate with internal teams for any clarification or updates to tickets.
Although the interface is simple and easy to navigate - I sometimes find myself having difficulties with the private messaging. If another internal team member doesn't have a ZenDesk account I cannot private message them through the system. Also not a big fan of the file attachment limitations - but that's an easy fix.
I would say take advantage of the free trial - I have only used one other product similar to Zendesk but found that Zendesk's interface and ease of use was significantly better.
Mauro from Fonality INC
The switch from email distribution groups was easy. There are a lot of views that allow you to prioritize your assignments. "Private" and "Public" notes enable conversation without confusing the requester
My only dislike has been the recent, frequent changes to ZenDesk's ticket information layout ("Form" and "Requester" section). A lot of the features you would expect to be standard have to enabled before you can use them. The automated emails can be unclear as to what they are trying to present to users.
This product is great if your work doesn't require an extremely quick response time (less than 5 minutes). If you need snappy responses to customers, though, you might look elswhere. Make the system more user friendly, Zendesk can be a bit confusing to use, simply because there are so many different features and "moving parts"
Monique from WorkPlace Options
Specialty: Other services
I like the intuitive features and platform, along with the ease of use
The pricing for enterprise is a bit steep. Wish price per agent could be less, since we have encouraged so many users in our organization to use the system now.
I reviewed several competitors and no one can match the features and flexibility of Zendesk. I even went as far, as sending the other vendors a list of features that Zendesk had just to see their comparison and there was none.
Amy from The DZAP Group
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.
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.
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.
Stacey from The DZAP Group
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.
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.
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.
Omar from JackThreads
Simple and clean user interface, quick and relatively painless to employ macros/triggers/automations/etc., simple but robust ticketing system.
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.
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.
Lindsey from LeaseLabs
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.
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.
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.
Dan from Signpost
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.
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.
Consider your product specifically in terms of how servicing it will relate to the Zendesk system.
Marcus from Beazer Homes
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.
Scaled up support packages can come pricey for small businesses. However, it is well worth the cost.
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.
Jeff from 1&1
Specialty: Software / IT
The usability is great with this product. Our SE's and support people found it much easier to use than manually support processes
We only had manual processes before and everyone we asked was using Zen so, to be fair, we haven't looked at other vendors.
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.
Willie from Net Display Systems
Specialty: Software / IT
simple to use. (which became our problem also, to basic)
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.
Look what you want to achieve in the future first before you select a product.
Leah from Southeast Exhibits & Events
Specialty: Other services
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.
Although highly customizable, branding can be an issue for some of my clients. Reporting function also needs to be amped up a bit.
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.
Rusty from Zenoss, Inc.
Specialty: Software / IT
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.
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.
Take advantage of the free trial, its the only way you'll get to know the application inside and out.
Veit from Mehler International Pty Ltd
Zendesk is very easy to use, for company and clients. My favorite function is to be able to answer tickets by email.
Can be tricky to customize to look more like our brand.
Find somebody to customize your account for you, so your customers perceive they are in the same place.
Ram from Eclipse Aerospace Inc
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.
I would like to see better reporting capabilities on Zendesk.
Better Reporting abilities like, able to search the incidents between the given dates and with variables user names, incident status etc..