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.

 



1,744 Reviews of Zendesk

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 1,744 reviews

December 2018

Frederic from Luxury Beard

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Clеvеr struсturіng оf аll yоur busіnеss-mоmеnts

Pros

Mоst оf аll thе fеаturеs оf thе systеm оf соursе I lіkе thе mоdеl оf dеаlіng wіth сustоmеr’s nееds аnd rеquеsts. In оrdеr tо mаіntаіn stаbіlіty аnd рrеvеnt thе роssіbіlіty оf mеss арреаrаnсе wе dесіdеd tо try Zеndеsk аnd I саn sаy thаt thіs wаs а rіght сhоісе, thеsе соnfіgurаblе tісkеts аrе rеаlly quіtе usеful.

Cons

Whеn wе wеrе оnly оn thе wаy оf сhооsіng thе systеm tо wоrk wіth thеrе wаs а сhаnсе thаt wе соuld nоt сhооsе thіs systеm bесаusе оf оnе sіnglе rеаsоn, wе dіd nоt rеаlly lіkе thе wаy оf dеsсrірtіоn оf еvеrythіng thаt thіs рlаtfоrm соntаіns. I mеаn thеrе іs sо muсh hаrd dеsсrіbеd іnfоrmаtіоn thаt wе fіrst thоught thаt thіs аll tоо hаrd аnd nоt fоr us, but, аs wе fіgurеd оut lаtеr, іt wаs just а mіsundеrstаndіng.

December 2018

Steve from Gold Eagle Company

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

zendesk is it for customer care

We use Zendesk to connect with and answer customer questions on Amazon primarliy and also on social. It's been a great tool and we couldn't be happier.

Pros

Ticketing, reporting, integrations with social and amazon are all critical for the success of our customer care team.

Cons

I can't really think of anything. Maybe that it leaves unread messages on some platforms which lead to double responses or a lot of "did you answer this"

December 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

Zendesk

Pros

This software is pretty easy to use after you get the basics down you can create a lot of shortcuts that will help make you time using the software more efficient.

Cons

There is no wow factor with this software. It is just your average software does what is it suppose to do nothing more nothing less

December 2018

Carney from Advisors Excel

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

3 of 5

December 2018

Great program for a ticket system, but could use improvements.

I would definitely recommend Zendesk when it comes to a ticket system for around 10-12 people. But once you exceed around that amount and/or want very detailed reporting, goals, statistics, trends, etc., I would recommend a more intricate ticket system.

Pros

I like that Zendesk is pretty easy to understand and grasp. I also like all the reporting it provides, with a variance of statistics it calculates. The many different email/group/forwarding options are greatly beneficial when it comes to how tickets come in and are separated out. I like that ticket options can now include new, open, solved or pending, which is great to categorizing tickets.

Cons

I think Zendesk could use more options for statistics and reporting. Options such as setting deadlines and/or turn-times for tickets would be very beneficial when trying to report on and meet goals.

December 2018

Abby from Stone Interiors

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Functionality

5 of 5

December 2018

Easy to use; basic messaging software

Pros

Zendesk does its job very well, with no extra bells and whistles. Easy to install on your website; customers will be able to contact you (or your team) directly without having to visit a contact page or go to their email.

Cons

A little pricey for our company. We are still in the early stages of growth and couldn't quite justify the cost. But for a company that's looking specifically for an online messaging software, this is probably the best overall quality and value.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Best Omni-Channel tool on the Market

Overall, Zendesk is a very powerful tool and I highly recommend for any large or quickly growing company. The costs add up quickly and it can be very expensive, but it's worth the money if you use it properly.

Pros

- Offers Email, Support, Chat, Data, Sales software, and more.
- Endless amounts of integrations to allow your support to do whatever you need.
- Support from them is amazing. 24/7, chat, phones or email. Quick and very helpful.
- API enables you to really connect just about anything.
- Extremely scalable.

Cons

- It is very costly, but you also get a lot for what you pay for.
- Server outages don't occur a lot but enough to notice that they happen more than once in a while.
- Chat doesn't offer enough features but they are planning to add more down the line.
- Extremely complex to set up large orgs - requires a full time admin.

December 2018

Mary from Ingrid Design

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

ZenDesk is a Powerful Tool

It makes communication with users easier and more robust.

Pros

Ease of communication with the user regarding their specific issues.

Cons

Not being able to paste images into comments.

December 2018

Emily from Lewis and Palmer Benefits

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

December 2018

Great Program for Customer Service

Overall Zendesk is extremely useful as a customer service program, it comes through on the things you really want when it comes to making tasks easier and much more organized. Zendesk has definitely improved our own service.

Pros

Zendesk has made the office work at my place of employment 10x more organized. Their ticket system is very clean and preserves each employees accountability. I absolutely love the macros feature and the ability to add task lists to a ticket, these features help keep all tasks organized and save time on having to type the same email a million times.

Cons

They don't have the most responsive customer service and they aren't the most helpful either but this is by no means a deal breaker. Other than that my only complain is that emails occasionally don't make it to the recipient but this might also be an issue with our security settings.

December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

December 2018

Get the best customer support software with Zendesk!

It solved a lot of business problems for our team. We were able to connect our phone lines to Zendesk so every time a customer would call, the system would automatically create a ticket for us. It allowed us to respond very quickly to our customers since we were able to download Zendesk to all of our devices.

Pros

What I liked most about Zendesk is the software can be downloaded to multiple devices including a computer, laptop, and iPad. So if you're on the go, don't worry you will still be able to interact with your customers! It is also very easy to use, but learning every functionality of Zendesk could be difficult. Though, they offer online webinars to learn more about how to use it and how to find the data you're looking for.

Cons

The one thing that was frustrating about this software is internal notes can be hard if you have multiple users on the email thread. Sometimes you will be trying to talk internally with your team, and some posts would not show up just internally based on who the user was. It did not happen very often but the chance was still there so we had to be very careful.

December 2018

John from Costa Rica Waterfall Tours

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Easy To Help Customers

Pros

Makes it easy to assist customer service inquiries quickly and efficiently.

Cons

Sometimes the pop ups are distracting...

December 2018

Jordan from Rain Retail Software

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

3 of 5

December 2018

Great for Day to Day operations

Overall I've been very satisfied with Zendesk and look forward to seeing what they come out with next.

Pros

What I like most about this software is the ability to use Macros which really speeds up our customer interaction processes. When using this for support, getting back to our customers in a timely matter is pivotal to our success so having that feature really is helpful.

Cons

My least favorite feature is how tedious using the reporting functionality. A little more streamlining and overall ease could really improve this area in my opinion.

December 2018

Marissa from Nexrep

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

December 2018

My thoughts on Zendesk

Pros

I like how most of the information I need to assist my customers are located in Zendesk. This keeps me from having to do a scavenger hunt to find information.

Cons

As with most software, it can become glitchy or move extremely slow at times.

December 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Zendesk

Overall it's a great software and helps make your job a little less stressful.

Pros

I used this product for the first time about two years ago and I had never heard of it before.
I loved how easy it was to use and adjust to.
Part of my job was frequently sending emails and we were able to make quick keys for just about anything and they saved us so much time!

Cons

N/A
No complaints, I really did enjoy it and there wasn't a time I was frustrated with it.
Sometimes I would need to search for a specific email and I was always able to find it. Pretty cool software.

December 2018

Anonymous

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great solution to support your clients.

Pros

Zendesk is great tool for every business when you need a support center. It's realy easy and quick way to help to your clients.

Cons

Zendesk can be is a quite expensive tool to your bisiness. You can find other tool like Zendesk which can be cheaper.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

I LOVE Zendesk!

I LOVE this application. I've tried other apps and they do not beat Zendesk at all - not even close.

Pros

I've used Zendesk for 5+ years. It's not changed a ton, but it's always been great.

Cons

They're very slow to add feature requests.
No phone support or chat support. Only email, which takes too long.

December 2018

Jermaine L from Mindgame Services dba TheJplace@myshopify.com

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

December 2018

Be aware of this when using

Its works best when used within the chrome browser and works smoothly

Pros

It works rather smoothly when its opened in chrome amd allows you to submit tickets for processing very effectiveely.

Cons

I tried using the software in explorer and it kept freezing and crashing with script issues constantly. It was frustrating throughout the project.

December 2018

Leah from Second Baptist Church

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

December 2018

Simple Enough Idea for Work Requests

We use this for any kind of requests around the building and IT issues. It has helped our staff keep a list (all in one place) for tasks that need completed.

Pros

The program is fairly straightforward. We have used this in the past for maintenance requests and IT problems. I like that you can see your request and if it has been processed or is still waiting to be managed.

Cons

It's a little plain and not super intuitive as far as figuring out how to use it. Design could use some help.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Recommended by a friend

Pros

I tried this at my old firm and thought it was okay, I think people have mixed experience some are great some aren't so it all depends on yours, kind of like rolling the dice.

Cons

I have mixed feelings its a great creative tool but if you have issues with the app its hard to fix as customer service takes a while.

December 2018

leonardo from lasalle

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

5 of 5

December 2018

zendesk

Pros

It`s complete, has many features to work with

Cons

It`s a heavy software and can be slow sometimes, making you waste sometime

December 2018

Chance from Paylocity

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

December 2018

Simple and Straight Forward

Pros

It's very simple and straight forward. From an end-user perspective, there's really no learning curve if you're used to general ticketing software.

Cons

There is a bit of a lack of organization and customization functionality when it comes to organizing fields and list views.