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

473 Reviews of Zendesk

 

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Software Advice Reviews (83)
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Showing 1-20 of 83

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

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Customer Support

Value for Money

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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

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Customer Support

Value for Money

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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

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Value for Money

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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

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Customer Support

Value for Money

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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

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Value for Money

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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

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Value for Money

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N/A

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

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Customer Support

Value for Money

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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

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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

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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

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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

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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

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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

Value for Money

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N/A

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

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Ease-of-use
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Support
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

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Product Quality
Quality
Support
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

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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.

 
 

Mauro from Fonality INC
Specialty: Telecommunications

May 2016

May 2016

A customizable platform for solving your eCommerice needs

Ease-of-use

Functionality

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N/A

Likes Best

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

Likes Least

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.

Recommendations

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

May 2016

May 2016

Amazing.... We use Zendesk for so much more than a helpdesk system

Ease-of-use

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Product Quality

Customer Support

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Likes Best

I like the intuitive features and platform, along with the ease of use

Likes Least

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.

Recommendations

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
Specialty: Advertising

April 2016

April 2016

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.

 
 

Stacey from The DZAP Group
Specialty: Other

April 2016

April 2016

Great Customer Service Tool

Ease-of-use

Functionality

Product Quality

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N/A

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.