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

609 Reviews of Zendesk

 

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Software Advice Reviews (101)
More Reviews (508)

Showing 1-20 of 101

Katherine from G-Form
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Great product, More tech savvy to setup

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Zendesk has a clean interface which is easier to read than other software systems if the ticket is forwarded to another co-worker. Plus with its apps, triggers, macros, etc it can be customized to precisely fit your business. In a head-to-head comparison with desk.com attachments are *much* easier to view, download, and forward.

Cons

Customizing the program does take a bit of tech savvy. For example, setting up a trigger (automated response customers will get based on certain keywords) can be tricky. Thankfully the tech support group is great about answering questions. However, tech support is only accessible via email for the lower two pricing plans.

Review Source
 
 

Nate from Cleveland Furniture Factory Outlet
Specialty: Retail
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2017

October 2017

Customer Service Manager

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Zendesk provides functional management of customer service issues and questions, and keeps them organized to your specifications. Everything from directing who takes the ticket to whether an automatic response is sent to the customer as a follow-up 24 hours after your message is sent is possible with Zendesk.

Cons

The primary issue we have had is that a new ticket automatically sends a ticket to the customer. We have not found (or pursued) a way to create a new ticket using the customer's info without contacting them. Also, there should be a double-check possible to enable as a feature whenever the message you are entering is going to be sent to the customer instead of as an internal note.

Review Source
 
 

Corinne from Level Office
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2017

October 2017

Easy to use and very helpful

Ease-of-use

Functionality

Product Quality

Customer Support

Love that they send out metrics on response rates of your team to your clients!

Pros

Zendesk is a great system to make sure all of your customers are being quickly and efficiently taken care of. Its easy to use and straight forward.

Cons

There aren't any cons that I can think of off the top of my head. It is a great software and I would recommend anyone to use it.

Review Source
 
 

John from Delivra
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Generally well done

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Admin Ease of use is good, agent ease of use is great, end user experience is good too. Wealth of knowledge easily available too.

Cons

They add features as add-ons and it can feel like being nickle and dimed. Chat is very clunky and getting support for our even worse. SF integration is very lacking.

Review Source
 
 

Eric from Hunter Vision
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Too many problems with Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

easy to navigate and use once you get use to the layout, super easy way to stay organized, nice to customize

Cons

dropped calls constantly, not an efficient way to keep our team informed about patients, super frustrating when calls were not taken even though their were people available

 
 

Jesse from Riskalyze
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Like a broadsword, or an "artsy" film: Powerful, but often hard to grasp.

Ease-of-use

Functionality

Product Quality

Customer Support

It works well, just tough to get going. I have been using it for months and I am still unclear as to many aspects of the program.

Pros

The tremendous level of granularity that one can parse support data down to. It makes our individual metrics reporting a breeze.

Cons

The horrendous level of granularity that is available for creating custom views. the standards do not show the most pertinent information to me, but when trying to create a custom, I get lost in the options and how they are sorted. If I want them sorted by a particular metric such as "who was the last to update" I don't know why there would need to be an Ascending or Decending. Then I get confused as to which was which, so some of my views need to be re-ordered by clicking one of the columns at the top every time I use it. I am sure if I took the time to learn what every one of the 75 column options are I would be able to sort it out no problem. But in the words of Sweet Brown: "Ain't Nobody got time for that."

 
 

Adam from Riskalyze
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Zendesk: Great for management, awful for users

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

For all my frustration with Zendesk, The reporting is great, the guys upstairs will love it. I'm just really unclear why ZD doesn't seem to care about their actual users. I'm guessing the answer is that users don't pay the bills, the people printing the reports do.

Some alternatives to consider are Help Scout, UV Desk, or fresh desk, which are all better UI-wise, but have worse reporting... You'll need to pick your poison.

Pros

Fantastic Reporting
Great ways to track ticket priority
Integrates with most major software
Scales with you as you grow

Cons

Not at all user friendly for the Rep
Tons of UI decisions that will make you pull your hair out, ranting "Why did they make it this way!!!"
Merging Tickets is a Joke
The Search is a joke
Reading inboxes is impossible unless you download a third party chrome extension that color codes (Pray you use Chrome)
Many things can happen to make customers see secret notes or even emails from other customers

All these things "could" be avoided, but only in the same sense that a driver "could" go their wholes lives without getting in an accident... It's better to have the insurance

 
 

Daniel from Riskalyze
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Zendesk is very customizable and gives us lots of flexibility to use it how we want!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

How you can make it look like how you want it! You really can move things and adjust certain apps and have it work for you

Cons

Doesn't really have the best flow. Merging tickets can have a better workflow to them, and it isn't completely worked out the kinds

 
 

Michael from Riskalyze
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Overall positive, and overwhelming in a good way

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Versatility, we can build out whatever we need easily. And with the marketplace available in product it is very easy to see what other people added as they needed it

Cons

Moving from Helpscout, every process is about 3 clicks to 1. The added features have bogged down our support staff to an extent

 
 

John from CLR Choice, Inc.
Specialty: Real Estate
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Zendesk Chat plugin for Wordpress

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This plugin lets you manage several conversations at once, so you can always be present for those site visitors who are most likely to convert. With premium (paid) you can set up triggers that let you reach out to every visitor automatically, so you’re more available to hold in-depth conversations with serious prospects. You can use the chat system on your mobile device thanks to dedicated mobile apps and you can use the included analytics to assess how visitors use your website. You can also easily customize it to reflect your site’s design and color scheme.

Pros

A free subscription with Zendesk Chat allows one chat agent to handle unlimited chats, though restricted to one at a time. If your website is small, this live chat plugin may well suffice.

Cons

Not too much to complain about, but the free version is limited. Premium access costs per month. This also unlocks cool additional features like chat triggers – chat triggers let you specify certain conditions for the chat box to auto-launch, such as if a visitor is stuck on a page for more than a minute.

 
 

jet from Fonality
Specialty: Other services
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Zendsesk is a very powerful ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

You can do a lot of things with Zendesk. It is also easy to use and navigate. You can do a lot of reportings

Cons

reportings are nice however they can improve how to create these easier. other than that it has been very powerful

 
 

Daniel from Netfortris
Specialty: Other services
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Zendesk is a powerful ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Zendesk has effectively streamlined out ticketing process, and continues to be a powerful tool for my organization.

Pros

Automations and Macros are a huge bonus for taking out the manual steps of moving tickets and setting up canned responses. You can integrate forms to fill out required fields in your tickets. It has greatly reduced our processes for ticket management, and has made life easier for our day to day users.

Cons

The only con that I can think of is that it's a bit pricey on an user basis. Dropping the price per user would make it a complete win win in my opinion.

 
 

Larry from Oklahoma State University
Specialty: Education
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

June 2017

June 2017

Zendesk, I quality product but there are better options.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Good base functions
Easy to use
Easy to operationalize
Easy to implement and train
Zendesk has some great initial features (base features) and is easy to setup and to use.

Cons

The cost is too much for most companies to absorb for the functions available. Some functions should be included in the base product but aren't.

 
 

Mark from Hair Transplant Clinic
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Dreadful support provided by a support provider

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There is clearly a problem with this outfit. I have explained my problem several times to their online chat and have never been contacted

Pros

cheap and cheerful including an app nothing else remarkable.

Cons

Zendesk have continued to charge me for months despite having a new paid account
Forced to switch to Zendesk from Zopim
Zendesk continue to charge my old account 6 months later
Wasted many hours on their own online support.
Countless emails ignored.
Started a dispute with PayPal but still, I cannot elicit a response from Zendesk
Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails
I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me.

 
 

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.

Pros

simple and clean design. great cost. easy for multiple team members to use.

 
 

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!

 
 
 
Showing 1-20 of 508

Mike from Momentum Solar

November 2017

November 2017

Easy to use and cost effective tool.

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

When I came on board to startup a Support Desk I didn't have a tool to track work. That is when I found Zendesk. I like the ease of use.

Cons

The different subscription services are a little wonky. They should offer better reporting in the smaller subscription packages.

Review Source: Capterra
 

Eric from Rain

November 2017

November 2017

So robust that I don't think I access all the benefits of the system

Ease-of-use

Functionality

Product Quality

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

I love that it can do everything, or it integrates with pretty much everything. This has become the core of our fulfillment team, so we look for integrations around this software.

Cons

I'm a pretty basic user, so all of the options confuse me at times. I realize there are people on my team that feel the opposite, but as a basic user it often feels like too much.

Review Source: Capterra
 

Jeniel from JMS Property Management
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

They are one of the best...but we left them...

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 provided us with a great tool for supporting our users, but the support from Zendesk became lacking and so we moved on to a company that had better customer support.

Pros

Zendesk is the ultimate when it comes to Customer Support systems. Email support and Knowledge Base are great ways that you can connect with your customers, whether they are internal or external.

Cons

Over the last few years, they have tried to implement new features without keeping the support of existing products up to date. They attempted to update the mobile app and it was a bad experience at start (especially since it was a forced update by turning off the old app that worked).

Review Source: Capterra
 


November 2017

November 2017

Zendesk did not work for my small team - it felt clunky and confusing

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 had many bells and whistles, but many of them were just too confusing for my small team. I liked that we could create canned responses and set away messages and auto responses.

Cons

Zendesk felt like it could work for a massive support team, but for my small support team of 2 people, it felt clunky and like more work than it was worth. I tried using their chat platform for a couple weeks, and it was extremely confusing and hard to use.

Review Source: Capterra
 

Jana from Jana Works, LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Use for clients

Ease-of-use

Functionality

Product Quality

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

Easy to use, very straightforward. When we would need to do webinars and support would blow up, it made it super easy to manage that traffic.

Review Source: GetApp
 

Patrick from Clever Devices
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

GREAT first help desk, for enhanced features, not so much

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

Dead simple to set up. Hours and minutes, not days. What you get is a robust help desk, some powerful automation mechanism, and excellent reporting. The available add-ins make integrating with other systems very helpful.

Cons

There is a surprising amount you can't configure, especially workflow. You can't modify ticket statuses, for example, so if you wanted a status of "Escalated to Development", you're out of luck. There are a lot of tools availble in ZD, but you are locked into certain workflows that make it hard to customize the product.

I implemented this product in 2010. It was a breeze. As others have pointed out, they don't seem to add many features. When I did an extended pilot in 2016, I can't recall any substantial changes to the product since I last set it up.

Review Source: GetApp
 

Keith from Apparel
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Really great that connects all of our employees with all of our customers

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

Helps us with customer services

Pros

The one feature I love is the ability to assign, and then reassigning tickets to different employee. This allows tickets to go from one department to the next with ease! The ap is also great for when you are on the go!

Review Source: Capterra
 

Daniele from Glamping Hub
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

Lighten the workflow

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

The possibilities of creating custom rules for automatic actions are huge, and so the customization of the system.

Cons

If you don't understand perfectly how the app works from the beginning, you'll risk being drawn in email notifications.

Review Source: GetApp
 


November 2017

November 2017

Zendesk - Customer service at it's finest

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

An effective way to solve tickets and problems for both internal and external clients.

Pros

I love a ticketing system - and the cost of Zendesk is just right! The functions are endless, even for the basic subscription.

Cons

Setting it up can be a little tricky if you are not analytical or have some tech background, but once it's set up, it runs smoothly. Also, I don't like that only the owner can change the subscription, it would be nice if admins had that ability too.

Review Source: Capterra
 

John from Arts+Sciences // Creative and Marketing Services

November 2017

November 2017

Easy to use and simple-in-a-good-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

Easy set-up, easy on-boarding for agents and customers.

Pros

The user experience is top notch both for in-house users and for customers. Makes it easy to keep everyone on the same page.

Cons

The free tier has had functionality taken away over time, and adding lots of users can make it less competitive cost-wise.

Review Source: Capterra
 

Eulises from Consulting

October 2017

October 2017

I must agree with most reviews here; one of the Best help desk 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
Pros

Zendesk makes it really easy to organize all requests no just in-house team but outside customers. Not a great fan of cloud base solutions but everyone is jumping on Virtual Servers and Cloud base solutions is like a force movement like me writing this review when Im just evaluating a solution and alternative to G Suites from Google. Workspace from Facebook calls my attention eventhou is also cloud base but is the closes in Features. Just like the Standalone version of Zendesk that we all learn too user the codes and independency of running the software on the local network overpasses any cloud base solution in my opinion. Automations and Macros are great working locally without the need of High bandwith which we can afford in USA but on other locations in the caribean is a luxury even for big business to have the bandwith we have. OOOOhh And what happens at hurricane season? when we had blackouts we still ran the Zendesk locally.

An example of such dependency of cloud based systems is the Automations function doesn't flow in a similar way but are timed instead of instantaneous compare to local run version of the software. Macros allow you to update a ticket's tags, message, and other information with a click of a button. Zendesk has done a great job to make a ticketing system and keeping up the standard with the growing number of completion.

Review Source: GetApp
 


October 2017

October 2017

Simple easy but also full featured great software

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 setup up for support email system. Easy set up and maintenance of support webiste.

Pros

I love how easy it is to set up a support environment that records information. I also love the knowledgebase template and ease of creating a support site.

Cons

Occasionally I want to do something more involved and it's not always easy to find the relevant information, but all I have to do is contact support and they help me out.

Review Source: Capterra
 


October 2017

October 2017

Saves us a lot of time

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

The best thing is the macros (templates) - allows us to select a relevant macro response and then reply really quickly with optional customisation.

Cons

Can be slow sometimes, waiting for enquires to load or for a macro to load, but it's not very often.

Review Source: Capterra
 

Manoj from Techcelerate Ltd

October 2017

October 2017

Great customer support application

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

One of the first to introduce a well designed and thought out customer support software. They have continued to simplify it and maintain their leading position over the years among a rush of new companies setup to imitate Zendesk

Cons

Zendesk has withdrawn support from entry pricing plans. They have also removed access to Apps and integrations from entry pricing plan.

Review Source: GetApp
 


October 2017

October 2017

Zendesk has helped us deliver our help documentation

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

I like how Zendesk helps consolidate all of our help documentation / support tickets into a single interface.

Cons

Sometimes, the interface has too many features we don't need. One thing that is missing is being able to create a draft version of new help documentation. Right now, it can either be published or not published. It is also rather expensive per user/seat. The widget could also be more customizable.

Review Source: Capterra
 

Nate from RPM Pizza LLC dba Domino's
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

We use Zendesk as our inhouse ticketing system. It is great for indexing issues and mass managing.

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 ability to index issues and recall them at a later date.

Pros

Mass managing, automatic responses, cataloging are just some of the pros with Zendesk. Also, we are able to set up Teams that can respond to issues quick.

Cons

Cons of Zendesk would include the attached files do not load on my app. But they can be accessed when on my desktop.

Review Source: Capterra
 


October 2017

October 2017

Great solution for Knowledge Base and Customer Support Center.

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 support center vs giving everyone access to one email.
Great knowledge base vs running our own custom Knowledge Base.

Pros

UI is clean and nice.
Features work as advertised.
Knowledge base is a great too for internal team and external users.

Cons

For an entry level company, support could become pricey because of multiple agents.
Price is my only gripe with Zendesk.

Review Source: Capterra
 


October 2017

October 2017

Zendesk Review

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 extremely useful for what it does. It adds the chat support to your website making it easy for customers to contact your organization. Response is great.

Pros

Very easy to use and establish, App is great.

Cons

Extra features should be included initially.

Advice to Others

I definitely recommend it if you are using your own website. Great little add on.

Review Source: GetApp
 

himanshu from Internet

October 2017

October 2017

Most popular helpdesk

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

I used Zendesk as user and it provides great customer support. They believe in customer satisfaction which is important for any product

Cons

I think it is little bit expensive as compared to others but except that it is still best in market.

Review Source: Capterra
 

Jessica from Laurel And Wolf
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Great Tool!

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

Time management is very easy to keep up with!

Pros

Never having used one of these tools before, this one was very easy to navigate and learn. I love how you can prioritize and assign tickets timelines to be completed.

Cons

Can't tell if other people are copied when you change requester on a ticket. Very confusing and annoying!

Review Source: Capterra