Zendesk Help Desk Software


 

Zendesk is a web-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and seamless integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, and is scalable for businesses, from small to large.

Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images.

Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.

 

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

503 Reviews of Zendesk

 

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Software Advice Reviews (87)
More Reviews (416)

Showing 1-20 of 87

Maria from Epsilon
Specialty: Pharmaceuticals
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

April 2017

April 2017

Love Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

My company used ZenDesk as a ticketing system. It was user friendly. Searching for older tickets was easy. Made my job easy.

Cons

Can be a bit pricey depending on your needs

 
 

Arundati from Mailgun
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Senior Business Analyst

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Ease of use, customization to business needs, integration with Good data for visualization easy exporting for analysis.

Cons

Can be tricky to use its API for integration with already existing analytics tools and has a few attributes that are captured in Good data but not in app

 
 

Gabe from LeAp - Learning Through an Expanded Arts Program
Specialty: Non-Profit
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Easy to use/collaborate, track issues

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Very happy working with team to keep track of IT / tech questions. Keeps everything in one place, clear labeling of tasks.

Pros

Statistics (average amount of time to respond to and resolve an issue); clean interface

Cons

Email notifications can be somewhat confusing; takes a little time to get used to labeling process.

 
 

espree from wearelatech
Specialty: Media
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2017

April 2017

Awesome way to streamline customer support!

Ease-of-use

Functionality

Product Quality

Customer Support

Dynamic software for many team members to to quickly respond and be organized with customer support. The design is clean and simple and customer love that communication can be within their inbox.

 
 

Fredrik from Ledarna
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Happy user

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

As a user, I am happy about using Zendesk. It's easy to get help on the go, you get the ticket and am able to follow up on these problems. I am not an administrator, but happy about being the end user. I would recommend more companies to use it as it familiarize the end users.




Pros

Easy to use

Cons

Sometimes you feel that you're ticket gets lost, but on the other hand you can follow-up on that fairly easy

 
 

Anthony from Karat
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Great resource for startups

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Makes the process of pleasing customers incredibly streamlined. Our users don't have to worry about having a hard time reaching us!

Cons

It's pretty great all around! I'd recommend to anyone - not sure how it works at a larger company, but great for startups at least!

 
 

Thomas from MCASH
Specialty: Banking
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Easy to learn - ease to set up

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Moving from an internal and inhouse solution to Zendesk made us able to focus on other thing than maintaining and also much more easier for employees to start using it

Cons

There are problably cheaper options out there, but still much more cost efficient than what we hear earlier.

 
 

Ben from SkyPress
Specialty: Consulting
Number of employees: 1 employee Employees number: 1 employee

March 2017

March 2017

Constant Innovation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I've been using Zendesk for the last 4 years. I can personally attest that they are on the forefront of their industry. Competition beware, Zendesk is changing the game and taking over.

 
 

Kenny from Dun & Bradstreet
Specialty: Media
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2017

March 2017

Zen desk is a good way to simplify support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

My former employer used Zen Desk for sales order automation support. We had previously used a system that was designed in-house, but it was cumbersome and unstable. When we switched to Zen Desk, we were surprised at how easy it became to create and track support tickets, and we didn't have to worry about frequent system errors.

 
 

Michael from Colonel Duck
Specialty: Media
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Improved coustomer feedback

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Helped to save time, resources and improve B2C relationships

 
 

Kyle from Pymlo Accounting
Specialty: Accounting
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

Good but has problems

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Really good customer management. Really easy to acces and really easy to find what you need. Great UI too.

Cons

No spam filter for request. Sometimes my mailbox is filled with spam created by spam users who send in help request

 
 

JARED from WEBSMITH
Specialty: Telecommunications
Number of employees: 1 employee Employees number: 1 employee

March 2017

March 2017

OK, BUT NOT GREAT

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

EASY FOR THE CUSTOMER TO USE, ESPECIALLY ONCE ITS BEEN INTEGRATED WELL. THE UI IS PRETTY GOOD AND SIMPLE AND MET OUR NEEDS.

Cons

SLOW... PAINFULLY SO. HARD TO TUNE FROM THE ADMINISTRATOR SIDE OF THINGS. ALSO, IT'S EXPENSIVE FOR WHAT IT GIVES YOU.

 
 

JC from Podcast of Basketball
Specialty: Media
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

Zen desk review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use and search past tickets. Makes my job easier and I can help customers much faster that way.

Cons

Maybe needs more search fields. For example, city, first and last names, etc. Overall, search is ok, but could be better.

 
 

Tracy from Jerrys Home Improvment
Specialty: Retail
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Zendesk Review

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

I have been using Zendesk for six months I find it easy to use, the format is well laid out and the customizable feature is easy to access.

Pros

Entering ticket information is a breeze, updating and editing is simple and straight forward.

Cons

I would like to be able to print out a selection of tickets in a group by just clicking to select them.

 
 

Ryan from Impact Radius
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2016

December 2016

Zendesk for B2C, not recommended for B2B

Ease-of-use

Functionality

Product Quality

Customer Support

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.

Advice to Others

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
Specialty: Retail

September 2016

September 2016

Great Organization

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Zendesk has great organization and labeling to easily keep up with many different types of situations.

Likes Least

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.

Recommendations

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
Specialty: Retail

September 2016

September 2016

Helps keep me on task

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Likes Best

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"

Likes Least

open update pane does not close when you click "submit" or "close"

Recommendations

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
Specialty: Retail

August 2016

August 2016

Great tool for customer service!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

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.

Likes Least

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.

Recommendations

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

August 2016

August 2016

Great tool for customer service / requests

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

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.

Likes Least

Updating ticket status from e-mail replies is very useful but sometimes it did not work correctly for us, leaving some tickets as opened.

Recommendations

I suggest trying it out, and really use the trial period to check whether it fits the business needs.

 
 

Andrea from The DZAP Group
Specialty: Advertising

June 2016

June 2016

Organized Client Communication

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

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.

Likes Least

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.

Recommendations

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.

 
 
 
Showing 1-20 of 416

ariel from PartnerHero

May 2017

May 2017

Tickets/Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Zendesk is the perfect CRM for ticketing, easy to learn and to use, and it helps you when you have a high volume of clients to manage. Chat is easy to use as well. You can perfectly set up queues to filter the tickets into them.

Cons

I don't know is if because of the efficiency of the CRM, but the prices is considerable high. Sometimes when you use the filters you might get a glitch with them.

Source: Capterra
 

Ricky from Halo Board
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Good Email Alternative

Ease-of-use

Functionality

Product Quality

Customer Support

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

We use this email solution daily and helps with high volume of emails. Our customer support team can easily navigate the system. The ease to assign to other reps helps us keep track of what needs to be done first.

Pros

Macros are a plus.
Chat function is easy to use.
Nice filtering system

Cons

Take some time to get it back running once their servers go out. Had to wait over 2hrs for them to get back up which delayed our work a bit.

Advice to Others

I recommend it for a smaller business.

Source: GetApp
 

Mahmud

April 2017

April 2017

I found it very useful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The bes thing is that it is web-based service and it means users or group of users can work from anywhere. The overall interface and design is extremely user-friendly. Features are working perfectly.

Pros

Easy to setup and use
Lovely design
Cloud-based
Mobile version

Cons

Bit expensive
FAQ section for customers would be great
Import function is difficult to use

Advice to Others

Zendesk is being highly suited for small companies. But it can be helpful other companies.

Source: GetApp
 

Irv from Vixxo
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2017

April 2017

Improves team efficiency and customer service quality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our service provider specialist team uses Zendesk daily for our service provider needs. The software enables the team to track all issues and improve efficiency. It was very easy to set up and train the team on using. It is a great tool to manage inbound issues, however external users will not be able to track or access the cases, and can only view them via email.

Pros

Easy to use
Tracks all issues and provides reports
Improves efficiency and service quality

Cons

External users cannot track or access cases on the website
Visual design on emails can be improved

Source: Capterra
 

Sarah from Return Path
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2017

April 2017

Great way to track tickets

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Zendesk has helped the organization I work for manage many incoming requests on one platform. It has increased our turnaround times on requests and follow up for reoccurring issues.

Pros

Great way to track tickets

Cons

Has a bit of a learning curve but its not too bad.

Source: Capterra
 

Sabrina from Wholesale Screening Solutions
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2017

April 2017

Zendesk is AMAZING

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Myself and my team use Zendesk daily for our customer service needs.
It has helped our team become and stay very efficient. The workflow runs smoothly and has helped with a steady state of production.

Pros

good work flow

Cons

triggers can be confusing and support team makes you read articles in lieu of actually fixing the problem themselves for you

Source: Capterra
 

WIlliam from AAMP Global
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Easy to use and very helpful staff.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Worked with the Zendesk staff on several occasions to do a trial run of Zendesk. Simple to set up and the staff was very helpful. It seemed that Zendesk was more than capable of what we needed. The help videos were well made and entertaining as well! In the long run, our company acquired another company who already had a system set up and management decided to stick with what they already had in place.

Pros

Help information was plentiful between the self help videos, forums, and staff that was easy to reach (not to mention how simple the software was to use).

Cons

Some of the conditional formatting for the menus was not yet available that would have been ideal for setting up the tickets but from what I understood, it was a planned feature in the future.

Source: Capterra
 

Lorena from PartnerHero

April 2017

April 2017

I became a Zendesk Guru at my company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Zendesk is SO easy to set up even if you are a first timer. Their help center, tutorials and material available is on point. I became the go to person for ZD in my company because of all I was able to learn in the helpcenter. From trigger, to automations to views and macros. It's got it all. Perfect tool to manage your customer interactions.

Source: Capterra
 

Christy from ERI

April 2017

April 2017

Good tool to streamline various aspects of customer communications.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We tried various tools to streamline our customer communication over the past year and now have settled down with Zendesk, it was very easy to setup and implement and gives us all the necessary features that we need on a day to day basis. All of our customer service rep's have appreciated how easy it is and customers have complimented us for making it easier for them as well.

Source: Capterra
 

June

April 2017

April 2017

Good ticketing solution without much fuss

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I like this solution a lot, very user friendly with a powerful engine in back for tailoring routing rules and triggers. We have been using ZenDesk for a few years now and are very happy with it.

Pros

This is a flexible tool for managing support ticketing. Manual or auto assignment of tickets based on business rules means that it can be a fairly set and forget configuration. Email and notification triggers and personal queue views are just some of the valuable features I appreciate.

Cons

Analytics could be better

Source: GetApp
 

Paulo from Blue Giant

April 2017

April 2017

Good review for ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall is a good product. I like it, easy to use. The start up using is really easy. We are using it as an organization for a few years

Source: Capterra
 

Samee from Blue Giant

April 2017

April 2017

Zendesk is useful!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy to use and fairly smooth. Our company has had it for many years now and everyone seems to be pretty impressed with it.

Source: Capterra
 

Matt from Givelify
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Good software, terrible support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

For a company that makes technical support software, their own technical support is terrible.

Zendesk finally responded to my support request to them on Saturday, making it eight calendar days since I submitted it.

The agent cited "high ticket volume." That's not a valid excuse. We certainly couldn't get away with that. Nor WOULD we.

"Hey, sorry your money's messed up. We've been busy."

The product itself is great, it integrates with our CRM and other systems well. But good luck getting timely help.

Pros

Ease of use, good macros for frequent issues.

Cons

Terrible customer support.

Source: Capterra
 


March 2017

March 2017

great ux, poor for community management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Not the cheapest solution, but definitely reliable, complete and well designed. We use it for managing multidepartments / multi company help desk we around 80 agents and we are really satisfied. We switched from Smartertrack. I also like their APIs to connect Zendesk to our CRM. We tried Zendesk also as a CMS for FAQs, user manual and to build a sort of users community, but I would not recommend.

Pros

user experience, design

Cons

content management features

Advice to Others

I've not evaluated Freshdesk which now seems good also.

Source: GetApp
 

Brian from Credilife
Number of employees: 2-10 employees Employees number: 2-10 employees

February 2017

February 2017

If you want to improve your customer service - Zendesk is a must have!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We've tried a handful of ticketing systems, but Zendesk has been the most user friendly and almost fully functional immediately upon sign up. Zendesk also integrates with numerous other options to improve the communication between platforms.

The only downside is they don't offer customer satisfaction reviews with the lower plans and as a newer user to ticketing, it would be very helpful to have feedback on our client's experience with Zendesk ticketing.

Pros

Ease of Use
Elevated Customer Service

Cons

No consumer survey option for lower level plans.
No chat support on lower level plans.

Advice to Others

Get rid of the cons. ;)

Source: Capterra
 

Alexa from JackThreads

February 2017

February 2017

JT review 2017

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Overall, we really liked working with ZD. It would have been nice if more of the features worked with other platforms we used

Source: Capterra
 

margarita from Jackthreads

February 2017

February 2017

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I love that we were able to manipulate the software to fit our needs. It allowed for easy organization and analysis. Unfortunately the export was rather slow but an extremely useful tool to have.

Source: Capterra
 

Nathaniel from JackThreads

February 2017

February 2017

Excpetionally Average

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It was okay. It certainly wasn't bad. But I also for sure would not say it was great. There are worse ways to do it.

Source: Capterra
 

McKenzie from JackThreads

February 2017

February 2017

Made my job easier

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

My only complaint is the inability to easily edit text for links and formatting. Otherwise an easy to use app.

Source: Capterra
 

jeremy from Arithmo Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

help users the easy way

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use zendesk to assist users who have issues using our systems. we can track our responsiveness and user satisfaction too

Pros

ease of use

Cons

zendesk are not willing to consider feature

Source: Capterra