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.

 

Agent home
Agent home

Agent home

Automate actions

Automate actions

Knowledge base and community forums

Knowledge base and community forums

Portal language options

Portal language options

Reporting dashboard

Reporting dashboard

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



1,710 Reviews of Zendesk

Overall rating

4.5 / 5 stars

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

December 2018

The only CRM you need!

Pros

Zendesk has been a game changer for my company. Timely customer support is crucial to our success and having everything in one place makes sure nothing gets lost and we give consistent responses. One feature I love is the internal notes that can be shared within the company, but not to our customers. Creating customized marcos for quicker response times has been awesome as well!

Cons

One of the things that I don't like about Zendesk is if you are tagged in a ticket, there isn't a place on the dashboard where all of these tickets live so that I can revisit them and make sure you have responded.

Review Source: Capterra
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Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Functionality

December 2018

Ticketing Help Desk Platform

Pros

Very easy to use ticketing system. You get notified when a ticket has been updated, or is opened or closed.

Cons

Still looks a bit bulky in the e-mail formatting, but we haven't found one that is cleaner looking.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Functionality

December 2018

Great tool for small support teams!

Pros

Zendesk allows our team to easily manage our ticket queue. We are a small team, so it was also easy to ramp someone up when we had to backfill for a personal leave.

Cons

We reached out to learn more about their NPS software & capabilities and received a very generic response. This seems like it would have been a great upsell opportunity for them as we are already an existing customer.... so I was disappointed with the lack of information and effort from them.

Review Source: Capterra

Candice from Cebu Pacific Air

Industry:  Transportation

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Build relationships with clients thru Zendesk

Can help us make our work more Effective and a reliable program.

Pros

It is one of the most used in the market so I am convinced that we should have this too. What we found out is, this can help have a real-time communication with customers, Zendesk makes our support to clients more easier, as to reaching out to them. The more that we made them satisfied.

Cons

This has more rooms for improvement, so I expect more from its updates soon. Plus, don't make it so pricey if ever there will be future great updates.

Review Source

Norbert from Best Team Bid

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Client-oriented software

Pros

We need to admit that Zendesk Support service makes business issues easier and faster. We like this software because it makes communication with clients much easier due to a service’s flexibility. It is great that we can customize the service’s settings in order to your company’s or client’s requests. What is more, it is very simple, so you can track e-mails and conduct well-thought-out campaigns.

Cons

It should be stated that there are only a few obvious drawbacks of Zendesk Support service. Firstly, there are some troubles with notifications, because they aren’t shown on time. There are cases when you are notified about a task that you have already finished or vice versa. It is very annoying and confusing for us. Moreover, mobile application should also be improved, because there is a problem with all ticket previews option.

Review Source: GetApp

Amanda from Trendy Stream

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

All sorts of support issues

Pros

The application has strengthened the level of our service that we provide to our customers. As a conclusion, the level of trust in us and the reputation as a whole have increased, which has a positive effect on our development and the discovery of some new opportunities that were previously only in the plans.

Cons

Sometimes the speed of the application slows down, which is especially noticeable with large loads. If you have established and mutually beneficial relationships with customers - the key to a successful future of the company, then you have found the product that will help you achieve the main goals. All the conditions have already been created for this, the business is left to small.

Review Source: GetApp
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Verified Reviewer

Number of employees:  1 employee

Ease-of-use

Customer support

Functionality

December 2018

Easy chat making for a positive customer support experience

I see this as a solid option for someone looking to chat with their customers. The chat has many functions that are user friendly and easy to use. I appreciated the ability to rate my experience. Would definitely recommend over other chat services.

Pros

The software, on the customer side of things, was simple to use and offered a variety of tools. I loved that, if I needed to, I could attach files, or get an emailed transcript of the chat. These tools may be available with other chat apps, but they are not as obvious. I also liked that I had the option to give my opinion on whether or not the chat went well with a "thumbs up" or a "thumbs down" button.

Cons

The appearance seemed to mimic the website design, which made it blend in a little too well. I wish it stuck out more and looked a little more modern. Looks like it came out of an early 00's video game.

Review Source: Capterra

Kate from MainStreet Family Urgent Care

Number of employees:  51-200 employees

Ease-of-use

Functionality

December 2018

Tickets Not Always Clear

Pros

It is easy to organize as a user and keep needs straight.

Cons

The email interface is very difficult to use. I appreciate that tickets come through the emails, but it difficult to follow in any mail application.

Review Source: Capterra

Jamey M. from YouTube

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

A good low budget option for those needing a help desk.

Pros

It allows someone with a low budget access to a decent help desk. It is not as fully featured as some hosted solutions, but a great compromise for the cost.

Cons

Being a self-hosted solution it takes a bit of setup. Of course there is setup and customization with all solutions, so this is not a huge deal.

Review Source: GetApp

vijay from ebay

Number of employees:  5,001-10,000 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Nice feedback tool

Pros

We used Zendesk for support ticket. Since it is a platform as a service, you don't have to worry about maintaining infrastructure for it. Also, it has a feature to ask for the support feedback from the user.

Cons

It is costly for the features it provides. There are better alternatives.

Review Source: Capterra

Gabriele from TripActions

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Improvements Needed but Good Experience Overall

Using Zendesk everyday both for internal communication and for contacts with customers. Overall the experience is positive but could be much better with improving some specific features as mentioned above.

Pros

The possibility to give different statuses to tickets makes it easier to keep track of emails and correspondence. Also like the feature that allows to (re-)assign these tickets to different peers.

Cons

- Not easy to forward emails.
- Design is not very catchy.
- Extension Zendesk Talk is not easy to use (difficult to add contacts and not possible to have two calls at the same time)

Review Source: Capterra

Taylor from BambooHR

Number of employees:  201-500 employees

Ease-of-use

Functionality

December 2018

Good software, difficult to learn

Pros

I think that the idea of Zendesk is amazing and very innovative. There is so much that the software has to offer and the potential is endless.

Cons

I think that learning the software is the biggest downfall. If you aren't experienced, it is very hard to navigate. Plus, the customer support isn't much help.

Review Source: GetApp

Eric from Source2 RPO

Number of employees:  51-200 employees

Ease-of-use

Customer support

Functionality

December 2018

Zendesk is great to work in

Pros

Zendesk is a very user friendly and intuitive tool that we were able to trial before having the option to purchase.

Cons

Communication with support took a little longer than I would like, but they are very helpful for detailed questions.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Functionality

December 2018

Great platform for customer support

At our company, we started with Zendesk since day 1, it made everything easier since all customer communications (email, social media..etc) were in one place for Customer Support agents to take care of. The platform also made it easy for us to measure our performance and they're always sending us reports comparing our performance with the rest of the industry.

Pros

- Good integrations
- Great keyboard shortcuts
- Easy navigation
- Keeps on improving
- Very useful reports
- Easy Admin tools

Cons

- When compared to other similar services, this one may seem a bit overpriced, especially for startups.

Review Source: Capterra
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Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Value for money

Functionality

December 2018

Fantastic support software

Pros

Zendesk makes it easy to respond to tickets both on desktop and on mobile. There is also strong support for writing help articles.

Cons

Zendesk's automation could be better and more expansive.

Review Source: Capterra

Erika from GA

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

One of the best systems for call center management

In general, it is a very advanced system for call center management.

Pros

You can customize Macros, Triggers, Customizable Fields,

Cons

I do not like that when you need to activate triggers you can not assign them to clients

Review Source: Capterra

Alfredo from Independent Consultant

Number of employees:  1 employee

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Solid and reliable!

It helped improve overall response rates and it never crashed on us. Very responsive software and their support is great!

Pros

I used this software for 3+ years in a previous job, and it always performed at its peak. I never had a problem with it. Its integration capacity works perfectly, including Facebook integration. All companies serious about looking for a very responsive and solid solution to managing their customer support tickets should look into it. The mobile app works great as well!

Cons

Can't really think of any cons regarding this software!

Review Source: Capterra

N. A. from The Mighty

Number of employees:  11-50 employees

Ease-of-use

Customer support

Functionality

December 2018

Easy to use software, it's just a shame that their customer support isn't better

Pros

I love the ease of the software. I've used it as a client and as someone providing a service when I worked in web design. It's a great way of keeping track of client issues and tickets.

Cons

Getting hold of support when you need it for the software itself was a nightmare. It's why I haven't used it myself as a freelancer. Having spent a long time trying to get hold of them and getting nothing in return, the company I worked for moved away from the service, and I won't go to them either.

Review Source: GetApp
LinkedIn icon
Verified Reviewer

Number of employees:  1 employee

Ease-of-use

Value for money

Customer support

Functionality

December 2018

I love companies who use zen desk

Pros

Keeps all support tickets organised, and means fast support to end users without anything getting lost.
If a company uses zendesk I know they are serious about supporting their customers - enough said.

Cons

Helps keep customers happy and keep track of ongoing issues.

Review Source: Capterra

Hussien from Telecommunications

Number of employees:  2-10 employees

Ease-of-use

Customer support

Functionality

December 2018

zendesk Ticketing System review

Pros

reporting is very nice and integration with apps is so helpful

Cons

you can't move TT to a certain view using Drag and drop, also you can't group no of emails to add them at once.

Review Source: Capterra