Zendesk Help Desk Software

4.33 / 5 (2,090)

Our advisors have recommended this product 2 times in the last 30 days

About Zendesk


Zendesk is a cloud-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 integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, 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.

 



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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

2,090 Reviews of Zendesk

Average User Ratings

Overall

4.33 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(1,044)

4 stars

(773)

3 stars

(209)

2 stars

(41)

1 stars

(23)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 2,090 reviews

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May 2019

Neyda Jose from Paxata

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

May 2019

Excellent customer service solution

This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.

Pros

Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software provides different channels as an option being all in real time, besides it offers a highly efficient ticket management efficient since agents can create different notes on the same ticket and even several of them can serve the same client making the process much more efficient and the best thing is that through it you can track users as well as the tickets which is a great advantage since an order is maintained.

Cons

Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

March 2019

Michele from DoggieLawn

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

March 2019

It's what everybody's doing

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Pros

Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Cons

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

September 2018

Erica D. from VTR

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

1.0

Functionality

5.0

September 2018

Great software, terrible support (ironically); Hope you don't have to leave

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Pros

Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Cons

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

July 2018

Thamara from Cibersys

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

July 2018

Quick and easy implementation to my Support Center

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers. Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations

Pros

Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center.
It allows to automate response to our customers. Also, customize the tool according to the type of company.
From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished.
Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web.
What I like most about Zendesk is to be able to automate the responses to clients and macros.
Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service.
I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

Cons


Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational.
We as a client can add response times, and define with a category that is requirements or request and that are incidents.
Next, what features Zendesk would need:
* Add response time according to the type of requirements or request.
* Define type of requests and incidents
* Get graphs by type of incidents
* Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers
* Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level
* Have a video call

March 2018

Whitney from Zillow Group

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

5.0

Customer support

4.0

Functionality

4.0

March 2018

Clean and user friendly!

ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Pros

My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Cons

I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

January 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

2.0

Functionality

5.0

January 2018

Zendesk has been crucial for the success of our CS team to scale in size

Tremendous scaling benefits. Adding more users is not just easy, but we have recourse to ensure that our teams can grow at their own paces without worrying if the software can keep up. Zendesk can absolutely keep it; it does not even flinch.

Pros

Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow.

Robust: Robust is a buzz-phrase I try and avoid using, but honestly the robustness of Zendesk is one of the primary reasons we transitioned to it away from HelpScout in 2017. Everything is fairly robust; reports, ticket indexing, integrations, customizations, admin tools, inbox monitoring, and so on.

Connectedness: Zendesk makes it super easy to have specific teams stay connected with eachother; not just the support team. We can have folks all across our company set up in Zendesk to help with JIRA reports, historical sales information through Salesforce from our Salesforce admins, folks on research teams, EAMs, and so forth. We can all play in this giant Zendesk sandbox together in our own corners with ease.

Cons

Innovation: Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features

Support: I very much dislike Zendesk's support set up. The amount of money you pay them seems to have a significant impact on your ability to get quick support help. Instead, they depend heavily on an open forum system where other Zendesk users try and help support eachother. Often these support threads turn into a bash-fest with poor attitudes.


December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

December 2018

Powerful helpdesk software for better business and customer satisfaction.

Zendesk is super easy to use and to communicate with different other teams is very easy.very good customer support and it has 24/7 support .Zendesk has a great job in seriously improving their product listening to their customers and releasing new features to make their customers feel very happy. it is fully featured and comprehensive .

Pros

Zendesk is most commonly used helpdesk software for more of the business world to understand the customer concerns well and improve business style and it has very great features include it has multi channel support like email,phone,chat and social media support. it has a very great robust reporting and advanced analytics which helps in understanding the customer needs prime focusing on the requirements customer is looking for.Its has very good UI for the customer facing and very user friendly options for navigating across different options and it has flexible ticket management and with automated workflow which helps us better understand the pending issues and what are the better ways is minimizing the issues in future and additions features i like the most are as below:
1)Open API
2)We can export the tickets to view in CSV.
3)Include public and private forms
4)SSO with twitter Facebook

Cons

The least about the software is that this software is getting struck sometimes due to adequate request and on multiple selection and the latest software is now which is working very fine and fast

June 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

June 2018

ZenDesk Makes Managing your Support Efforts a Simple & Straight Forward Process

Pros

ZenDesk makes it easy to manage your Support/Customer Service queue, offering a user-friendly dashboard, custom modes for communicating with users/customers, and bench marking statistics, both within your team and against industry averages, that help you understand how you stack up against other team members as well as competitors. With such a vast database of industries within their portfolio, ZenDesk has been able to optimize their system, helping businesses across the business spectrum. Have used this software in different industries, and it is responsive to all types of Support communication. Also gives businesses the ability to customize their system, which allows for a great feel/branding opportunity in some cases.

Cons

There are times when the software can be so user-friendly and intuitive that you feel as if you're missing some functionality. While support typically consists of straight-forward communication, there are times when incorporating additional agents in real-time would be helpful in more of a live chat setting as opposed to the "email" template where most communication takes place. That's not to say collaboration in ZenDesk is impossible as that's not the case at all, but it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).

April 2019

Laura from Alberta Bottle Depot Association

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

April 2019

Good ticketing tool, but not fully a fully customizable solution

This tool has generally met our needs, but may not have been the correct choice for our specific use. If there was an app for end-users and some further customization available, it may be able to become what we had hoped it would be. It does do what it is meant to do very well; it should just be clear that there are limits to its customization.

Pros

Web interface and app are easy for agents to use and become familiar with. Forms can be set up and customized to capture a wide range of issues and set up to auto-send to the correct departments for quick follow-up. There is an ability to set up a variety of views and to share these or keep them to a single agent if desired. Once a ticket has been created, end users can reply directly from their email, which makes it simpler for them to use.

Analytic tools in Zendesk aren't bad. The permissions and available types of users are good.

Cons

There are definitely some limitations to this platform that become more evident the more familiar you become with the system. There are some settings that cannot be customized on a per-form basis, and this makes it difficult to fully customize reporting and analytics properly. There are similar limitations on SLAs, especially when there are end users that operate with different hours/days of week, so some of the blanket settings become less useful in situations like this.

There is no end-user app.

February 2018

Phil from Software Consulting Services

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2018

Hands down the best support ticket system available

Zendesk replaced our legacy ticket system, which was clunky and not cloud-based. With Zendesk being in the cloud, we can access customer information, ticket details, etc. from wherever we are. Perhaps most importantly, it permitted customers to give direct feedback as soon as a ticket is marked closed. This has been an invaluable tool for us in evaluating whether we're providing top-notch support.

Pros

Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received.

Cons

It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.

May 2018

Samantha from IT Solutions Consulting, Inc.

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support