Zendesk Software

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FrontRunners 2021

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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, the...

Zendesk Pricing

Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 per agent/month. Free trial available.

Starting price: 

$19.00 per month

Free trial: 

Available

Free version: 

Not Available

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Zendesk User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4

Customer support

4

Functionality

4.5

Showing 1 - 5 of 2,789 reviews

Jersson

Company size: 11 - 50 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

March 2021

Zendesk helps us serve our customers better

User Profile

David

Verified reviewer

Company size: 51-200 employees

Industry: Food & Beverages

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

May 2022

Making the easy complicated

I was introduced to Zendesk an one of my jobs and it was stesful having to rename basic things and fuctions the zendesk way. It was powerful and colorful though.

Pros

It was colorful, powerful and visualy attractive

Cons

At first it made me feel that I was about to learn something completly new and ended up being the same thing we do with other more affordable platforms but with more complicated ways this time.

Reasons for switching to Zendesk

Because the campaign required it.

User Profile

Devyani

Verified reviewer

Company size: 5,001-10,000 employees

Industry: Banking

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
3

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

March 2022

Overall good and feature rich customer helpdesk application but not for early startups

Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Pros

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Cons

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need.

Reasons for choosing Zendesk

We might switch to other application if zendesk don't have automation and call center management systems. Other application have those features but up to mark or not that much customizable as in zendesk.

Davide

Company size: 11-50 employees

Industry: Information Technology and Services

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
3

Ease-of-use

out of 5
4

Functionality

out of 5

April 2022

Zendesk...Good but....

Pros

The ability to manage all reports from various customers

Cons

The management of the hourly balance at the end of the month, management of too much complicity of the SLAs, management of confusing information

Steve

Company size: 201-500 employees

Industry: Computer Software

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
3

Functionality

out of 5

March 2022

Good overall system for customer ticket management

Overall it has worked pretty well. On the user end, it's been marginally better than Front, but the reporting and integration functions have been better. It's way better than using a regular email program like Outlook.

Pros

What I like most about the software is the easy to set up automations. Overall it's easy to use for ticket management and response.

Cons

What I like least is the lack of auto refreshing. Sometimes views would auto refresh but sometimes not, and it would usually take a while if they did. Also, the tag and macro systems are a bit clunky to use.

Reasons for switching to Zendesk

We switched to get improved reporting and integration.

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