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



1,579 Reviews of Zendesk

Overall rating

4.5 / 5 stars

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Kenneth from Medical Supply

Specialty:  Healthcare / Medicine

Number of employees:  51-200 employees

Ease-of-use

Functionality

October 2018

Zendesk Is Amazing For Online Support!

Pros

Zendesk seems to be the best customer support platform there is out there. There is a reason why so many major companies use Zendesk. Now we've also joined and have only positive experiences so far!

Cons

At first it was a bit of a sudden shock period as we no longer had to deal with so many incoming customer inquiry calls. It made us nervous as we thought we were just receiving less customer contact until we found out that with Zendesk we no longer had to deal with so many calls!

Review Source

Ben from Fatsoma Ltd

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Good cost effective solution, but not flexible enough for us.

Pros

Good value software which a lot of large companies seem to use.

Cons

Software seemed a bit restrictive and ultimately my company went with Freshdesk, as the integration into our website was smoother.