Zendesk Help Desk Software


1,416 reviews(4.5/5)
1,416 reviews(4.5/5)

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.

 

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

1416 Reviews of Zendesk

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  • Mylene from I.T Experts Philippines

    Specialty: Software / IT

    Number of employees: 11-50 employees

    August 2018

    Your window to communicate with your customer efficiently!

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    The software provides all aspect of how to manage your customer efficiently. It is very easy to use and provides detailed and critical information to achieve customer satisfaction.

    Cons

    Zendesk provides demo or trial access to fully study and understand the system. Check the functionalities that fit for your system.

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

    Number of employees: 501-1,000 employees

    August 2018

    Review from an educator whose Charter Management Organization uses Zendesk

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I am an educator whose Charter Management Organization uses the Zendesk software. The homepage is customized with different customer service categories (e.g. Testing, General Systems, Data Analysis) that link to other applicable links, files, etc. I like that everything is located on ONE PAGE from which I can navigate.

    Cons

    The search bar isn't the most helpful tool. You can search by terms but the search results aren't listed in any specific order and aren't filtered.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Sandeep from General Mills

    Number of employees: 10,000+ employees

    August 2018

    Contacting support centers with ease - user friendly

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I am a customer for a certain vendor who implemented Zendesk for support and I am loving the collaboration and easy way to put in the issue tickets, the way it maintains the logs and the notifications! Simply the best.

    Cons

    As I said simply the best above - so no real cons here - it's stable user friendly and easy - I cant think of any negative points.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • Verified Reviewer

    Number of employees: 201-500 employees

    August 2018

    Nice interface for IT requests and workflow tracking

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Very simple and logical interface for submitting and managing workflow for requests and project management tasks.

    Cons

    Interface is simple but effective. Not sure about customization and workflow exceptions but seems like they would be easily integrated.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    August 2018

    Zendesk a great ticking system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Zendesk has helped our company grow and innovate while we transitioned away from a start up company.

    Pros

    The ability to reassign tickets and write internal comments is a great feature to have. The Help Center integrates with our client's sites and the ticketing system. You can easily insert a help article in your response to your client's. We are currently implementing side chat, which I am excited to see how that can integrate with Salesforce as well.

    Cons

    It is a little pricey, but I do believe the value is there.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1 employee

    August 2018

    Zendesk is the Difference Between a Happy Customer and a Lost Customer

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I have always had an exceptional experience with Zendesk.

    Pros

    The moment that you click on "contact support", Zendesk takes you through the process of easily sorting out your issue. Usually, when you are contacting support you are stressed but Zendesk soon allays any fears that you may have.

    Cons

    The mere fact that every enterprise requires help software.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    Zendesk rocks

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    I think Zendesk is great -- and wonderful it integrates with so many platforms!

    Pros

    I really liked the UX and features included in Zendesk. It's easy to integrate two platforms.

    Cons

    I don't have a negative comment here, it's a super tool!

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    August 2018

    Zendesk for support teams

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Its been a very useful tool mostly because of the storage of the emails, in the support branch keeping track of every email and have it for future reference is a must. It has simplified the communication between customer and support. Every ticket shows the person who replied which is a plus since this way the customer won't receive different replies from different people.

    Pros

    It is a great way to keep track of your incoming emails, also you can organize your emails by priority or department. The storage of the emails is a great way to have them for future references.

    Cons

    Is not as user-friendly as other apps, sometimes the system gets stuck when you are writing a big response and this can minimize your production time.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Felix from corporación Estelio

    Specialty: Education

    Number of employees: 11-50 employees

    August 2018

    Quality of service?, organization?, communication? ... this is what you get when you incorporate. ZENDESK to your company

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    you can manage multiple support areas, with multiple service teams without problems, it is easy to understand and use, the interface is light and very functional, excellent integration with social networks and other platforms (like Wordpress), it is extremely easy to track the behavior of a ticket, the dashboard is very very explicit. Excellent..!

    Cons

    is very centralized, without the tool you can not interact (mail) with anything, nobody .. As it is multi-support, the interaction between tickets can be cumbersome. The Mobile App lacks important features of the web App .. It is expensive (for the Latin American market), I would like more possibilities to customize / adapt the UI appearance to my business standards

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Heather from WM R Co

    Specialty: Real Estate

    Number of employees: 2-10 employees

    August 2018

    Easy setup

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs.

    Cons

    Roles and Permissions - Creating roles and permissions is very limited. I would like to have more control over what users can and cannot see within the user interface as well as access to functionality.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Marissa from NexRep

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

    August 2018

    My review of Zendesk

    Ease-of-use
    Functionality
    Quality
    Support

    I use Zendesk to provide email support, and it is amazing, overall.

    Pros

    The software is easy to use. I have access to the other software that I use within Zendesk.

    Cons

    My only con is the lag that sometimes happens.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    Just the best.. but...

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great, there is no tool i've tried for ticketing that can beat Zendesk at this point. Great features, great marketplace & integrations, very easy to use, so deeply customisable.

    Pros

    Ease of use
    the rich set of features
    Integrations

    Cons

    Expensive
    Have some pricing schemes for some features that do not make any sense (ex: light agents

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    August 2018

    Very robust customer support app

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Very positive. Our organization is pleased with the choice.

    Pros

    I think the best thing about Zendesk is its variety of features and customizations. Within reasonable limits, it can do just about anything that an organization might want it to do: calling, chat, emailing, etc., with automatic ticket creation for all channels and lots of potential automation.

    Cons

    Although their knowledge base and documentation is vast, most of it feels disjointed to me. I typically had to read several articles to get the top-down view of a particular piece of functionality that I was looking for.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Manny from Convo Communications

    Number of employees: 201-500 employees

    August 2018

    ZenDesk: 800 pound gorilla

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    ZenDesk is used by many large companies out there, which got us to use ZenDesk in the first place. ZenDesk does offer a clean UX within the app.

    Cons

    However, it was confusing when sending and receiving emails as it felt unnatural in how it was set up as it often would put the oldest conversations at the top and the new ones at the bottom as of a few years ago when we tried it. This was frustrating enough for us to switch to a competitor.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • David from Uber

    Specialty: Transportation

    Number of employees: 201-500 employees

    August 2018

    Reinventing the wheel

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money

    It is more effective for people working with large teams, however for myself I found it to be a solution to a problem that didn’t exist and only serves to complicate my workday.

    Pros

    Zendesk allows teams of people to access the same emails and “assign” emails to different team members, thus streamlining the process so you know whether or not you have to respond to an email.

    Cons

    Unless you are working with a large team on an account, I don’t think it’s more effective than using a normal email browser. You don’t get notifications when an email comes in so I have to periodically check to see if I’ve missed anything (which happens frequently)

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Nehal from Primary/Secondary Education

    Specialty: Education

    Number of employees: 51-200 employees

    August 2018

    not bad software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The only thing I can think of is that I have a great user interface opposite to values of the software

    Cons

    The time of the process between click and end take so long time to did or apply that make me boring while useing it

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Victor from Safaricom PLC

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

    August 2018

    Zendesk hqs mqde IT life eazy

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Customer service software and support ticketing system by Zendesk. Cloud-based help desk solution and which is quite helpful in cloud computing

    Cons

    With less to say, Zendesk is still the best in business support world,
    An advancement in their User interface would be best

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    August 2018

    Chat Tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    A great chatting tool for an organization

    Pros

    It is a great helpdesk software.
    It has a Multi-Channel support like email, web, phone, chat, social media.
    It has a lot of integrations with 3rd part apps.
    Advanced analytics and Robust reporting is there.

    Cons

    It do not offers a suitable mobile screen for submitting tickets.
    It do not suggest answers for the knowledge base.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Tugrul from zooplus AG

    Number of employees: 201-500 employees

    August 2018

    Simply to implement easy to use

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Since I started using the Zendesk online chat tool, the number of incoming calls to our CC has decreased considerably.

    Pros

    I'm using Zendesk's online chat tool. The entegration of the tool was very easy. Our customer service employees learned the program in an hour and they loved it.

    Cons

    Design and location (the place that you put your online chat area) options are limited.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Aubrey from SkySlope Inc

    Number of employees: 51-200 employees

    August 2018

    great for support teams

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Overall, Zendesk is great at what they do. They devote a lot of energy into thinking about work flows and usability and it shows.

    Cons

    There are several features across a few of their different tools that I think are absolute necessities (that are offered by competitors). I think they should focus on some of those things.

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