About Zendesk

Zendesk Suite is a cloud-based solution that helps customer service agents manage and resolve clients’ queries via ticket management, chats, voice calls or user guides. With its omnichannel dashboard, managers can update the status of submitted tickets and monitor agent productivity across multiple communication channels.

Zendesk Suite lets professionals link recommended articles to tickets and create new content for the knowledge base using predefined templates. Businesses can quickly respond to support queries via artificial intelligence (AI) chatbots and automatically assign tickets to agents based on skills, presence or workload. Additionally, it allows users to record inbound/outbound calls and send targeted behavior-based messages to customers.


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Supported Operating System(s):

Web browser (OS agnostic)

2,406 Reviews of Zendesk

Average User Ratings

Overall

4.35 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(1,229)

1,229

4 stars

(871)

871

3 stars

(233)

233

2 stars

(42)

42

1 stars

(31)

31

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 2406 results

April 2020

Ashley from Kainos

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2020

The best professional ticketing solution

I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.

Pros

I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.

Cons

The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.

January 2020

Ted from T&B Tube

Verified Reviewer

Company Size: 51-200 employees

Industry: Mining & Metals

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

1.0

Functionality

4.0

January 2020

Need help from Zendesk? Forget it. Don't even bother.

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pros

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Cons

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Reasons for Choosing Zendesk

Features

October 2020

Nick from Reveneer

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

2.0

Functionality

4.0

October 2020

Great ticketing platform

Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.

Pros

The ticket tracking system is very easy to use and set up so you can see what tickets each business unit or user has open. It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce.

Cons

Some of the automation is very confusing and certain settings are hard to find because they are buried somewhere. We have automation set up to assign tickets to certain people, but if the ticket needs to get reassigned because it actually relates to another person, it is very difficult to change due to the automation rules automatically reassigning it.

September 2018

Anonymous

Verified Reviewer

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

2.0

Value for money

1.0

Functionality

2.0

September 2018

A mediocre product that doesn't get better as it grows

Pros

I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.

Cons

1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.

August 2020

Ashish from Dream11 Fantasy Pvt Ltd

Company Size: 201-500 employees

Industry: Sports

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

August 2020

Worth the service and product

Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.

Pros

The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.

Cons

The service is quite slow and the product even has downtime.