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

674 Reviews of Zendesk

 

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Software Advice Reviews (108)
More Reviews (566)

Showing 1-20 of 108

Konsela from LEAP
Specialty: Non-Profit
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Good product to organize support efforts. Works with Google Platform and can be accessed online easily.

Cons

Difficult to set up, limited in integration with other software. Workflow is not as efficient as I would like

Review Source
 
 

Adam from RCI Communications, Inc
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Great tool for handling support requests.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Zendesk has a very user friendly platform. There are a lot of different customization options as well making it more desirable than salesforce. The latest ticket features are extremely helpful for our business. Plus they are easy to read and utilize. They have a lot of great apps and they have great team support. The price is also very reasonable for what they offer.

Cons

The reports don't offer a ton of customization- Also, they do not take into account your business hours so resolution times can be off which can make it difficult if that is one of your key metrics.

Review Source
 
 

jet from Fonality
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Zendesk is a very powerful ticketing software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

Very user friendly interface. Easy to navigate and update tickets. The chat interface for customer is a big help.

Cons

Building reports can be complicated. It helps a lot but it may take some time to learn or create them.

Review Source
 
 

Erin from Apparatus Contractor Services, LLC
Specialty: Accounting
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2018

January 2018

Branded Chats Made Easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Nice dashboard layout, clear and easy to dock in the corner of your screen.

Pros

Easy to configure and set up intelligent trigger features. You can style the chat window to represent your company's brand; many services charge for this feature.

Cons

The in depth analytics require even a small company to jump up into one of their more hefty program options. But for just the chat window and accessibility, the basic package price is fairly reasonable.

Review Source
 
 

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

January 2018

January 2018

Solid HelpDesk and Knowledge Base Platform Albeit Expensive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Zendesk is a quality, best of class solution for Help Desk, customer support, and knowledge base. We primarily use their knowledge base which is an absolute breeze to setup and integrate. It also offers easy customization and administration of content.

Cons

We chose not to use their HelpDesk ticketing system because the cost quickly escalated as you add more agents. We also wish they had a more robust integration with Salesforce. Their reporting and analytic tools are lacking - we had to contact support to be able to export reporting data to Excel. I would also expect an easier way to import articles when migrating from another KB platform.

Review Source
 
 

Eric from Bectran
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Good Place to Start for Help, Try it!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Once everything is setup to your liking it is good. There is no back up or SLA for issues. If a ticket gets caught in a bottleneck, there are no notifications. You just have to deal.

Pros

It is a really easy tool to begin implementing. The startup is very rapid and it lets you get things together very fast. It also helps organize and improve the efficiencies in your department. Lastly it provides solid monitoring tools for what you are trying do do.

Cons

If you want to figure out how to do something, you need to use some of the external help pieces. If the question is straight forward, look there, otherwise see how other companies and organizations have used the tools.

Review Source
 
 

Rick from Bethard
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Does the job well in a customer facing environment handling chats emails or phone support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Measurement of analytics should be more apprehensive other the rating on emails and chats

Pros

Customizable in the finest details tailor made agents aligned and triggered on skill. Features on language use and blacklisting based on ip for inappropriate behaviour of customers. Grows with the company depends on bundles you pick

Cons

Analytics could be more thoroughly measures on different metrics. No self learning interface where an algorithm picks up on customer behaviour and recommends based on this or suggests and relates based on this. E.g linkage or connecting through a customer knowledge base creating content from customers. Learning from customers

Review Source
 
 

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.

 
 
 
Showing 1-20 of 566


January 2018

January 2018

Functional but has limitations on data analysis.

Ease-of-use

Functionality

Product Quality

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

1. Easy to navigate.
2. User friendly.
3. Features are uncluttered.
4. Easy integration to other applications.

Cons

The biggest con is that it has a very limited feature concerning data analysis, which for program managers could be a hassle .

Review Source: Capterra
 

Peter from Byron Consulting UG

January 2018

January 2018

Excellent fully-featured solution

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

Loved their great apps and integrations. Good team management. Awesome auto-mode, decent tracking options, and Advanced reporting.

Cons

Yeah, probably someone other than me also complained about its difficult customization process. It takes time to build fields, sections.When I applied, settings area was complex and often times I found myself in a confusing situation.

Review Source: Capterra
 

Tracey from Builderscrack.co.nz
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Feature packed full on customer support software that takes some work to maintain

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

This is a feature rich piece of software, which if you have the time you can have working wonders for you and satisfying your customers beyond their wildest dreams. Along with tags, macros, and many more features and functions your responses can be sure to be consistent on voice and across the users using it.

Cons

It can have a bit of a 'clunky' feel about it - too text heavy and not enough of a Pretty GUI. It does time out from time to time which is quite annoying. Not often but when it does happen is one time too many. Maybe it's not them, maybe it's us but it seems to happen with Zendesk and not so much other software by comparison.

Review Source: Capterra
 

Darrell "Jeremy" from Allstacks

January 2018

January 2018

Zendesk makes submitting a ticket so easy!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Zendesk makes submitting tickets easy for users, the easier the process is the better the customer service experience.

Pros

Zendesk makes the ticket submission process so easy. Sometimes helpdesk tools can be a little confusing but Zendesk guides the user through exactly what information is needed for the type of submission. This does require that the tool has been configured with this information but once it's setup it makes the user experience so much smoother.

Cons

From the setup side, the configuration process is slightly time consuming. This isn't a big con though, I think the time is well worth what you get for setting up conditions.

Review Source: Capterra
 

Daniel from Specright

January 2018

January 2018

Hands down the best customer service platform ever

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 love that you can literally do everything from one location. No extra steps, no confusion, high traceability.

Cons

Sometimes you can get a little lost, but it is all in how you deploy the system. Make sure you have a strong implementation team.

Review Source: Capterra
 


January 2018

January 2018

Good but not great

Ease-of-use

Functionality

Product Quality

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

As a help desk ticket platform, Zendesk is pretty solid. It handles the basics well, and the user interface is relatively easy to learn and use.

Cons

Some features seem to be flaky and settings will reset to default randomly at times. It could also use some more advanced functionality around metrics.

Review Source: GetApp
 

Ilia from dormakaba

January 2018

January 2018

One of the best, but expensive

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

Having all of our clients send work requests to a single place where we can easily delegate tasks and keep up with new requests.

Pros

Zendesk allows me to quickly resolve our support tickets while efficiently managing assignments, automation, different triggers, and reporting. I keep discovering new features all the time - which can be both a pro and a con, as for some features - I had no idea I could use or that they even exist. Their team is great and always resolved any issue I had quickly.

Their reporting feature (via Gooddata) is robust and allows a really deep dive into your metrics.

Cons

I wish you could insert an image as opposed to attaching it. This makes it easier for customers to see screenshots. The customized views do not show up in the Android app, this makes it hard for me to use them. I wish there were more columns on the main screen. I want to be able to see what company the requester works for, or at least their email address.

Review Source: Capterra
 

Diana from Partner Hero
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2018

January 2018

Zendesk has helped all of our team members to reach the weekly goal!

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 metrics page is so accurate and offers so much information that we had no need to track out metrics individually. We are now programming our metrics through Zendesk reports.

Pros

It's great that Zendesk offers the option to color code the incoming message in the queue. Thanks to this our team's time of response are excellent and their productivity has increased. Emails are now answered according to their priority.

Cons

I have no complaints about Zendesk. What I like least is that maybe finding old conversation is kind of difficult because there is no advanced search.

Review Source: Capterra
 

Shelly from Workplace Options

January 2018

January 2018

I wanted to like Zendesk more than I did. It has a lot of functionality but isn't super intuitive.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Though it's not perfect, the benefits of Zendesk outweigh the pain points. Zendesk makes collaboration across teams easy which is essential for global groups!

Pros

Zendesk is a really helpful tool for managing ticket submissions. Multiple groups can be configured so tickets automatically sort to the correct group (based on conditional logic) so no one has to manually assign tickets to the correct group. Another pro of Zendesk is that it has some reporting capabilities already built in and ready to use. If one of those pre-set reports doesn't fit your needs you can also export raw data to get a more granular view if needed.

Cons

My teams struggled a bit with ticket sharing in Zendesk. It's a wonderful feature that allows a ticket to be moved from one group to another but it seemed that sometimes tickets were duplicated rather than moving completely. This made it a little challenging to track if something had truly been resolved.

Review Source: Capterra
 

Darshan from Yapsody

January 2018

January 2018

Just another great product

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

good functionality, easy to use, better support incase if any issue encountered, everything is just simply nice about it.

Cons

more templates needed while reporting things to customer support , also initially takes time for setup, also didnt found any self learning tuts when an new user joins in.

Review Source: Capterra
 

Lucas from Fitmanager

January 2018

January 2018

Great big and super efficient software for support

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 love the ease of use. You can organise views, set automated triggers, create macros for a saved reply and handle emails efficiently. And afterwards you can check statistics to see how you're doing. This software is so extensive and works so fluidly, that I can't go without it. We use tags to organise types of emails and assign certain questions to each other. It's so easy to prioritise awesome!

Cons

There's really not much to complain about, but the only thing is that if someone would send a reply and put text in an older email, zendesk won't pick that up (it says this by stating 'type your response here...').

Review Source: Capterra
 

Jason from Kinsa
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Simple yet highly effective for covering all aspects of support

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 love the UI. It's structured in a simplistic fashion that makes training new agents super easy, because it "just makes sense."

Cons

Pricing for some of the additional Zendesk features are not as competitive as preferred, which makes it cost effective to consider 3rd party apps instead.

Review Source: Capterra
 


January 2018

January 2018

It has completely changed our HR.

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

Pretty much everything. This literally replaced a part time employee on our team and allowed us to distribute that work with more efficiency to all members of the team.

Cons

Customization needs are small on our team, but the few things that we thought we'd like to see in the software were not able to be built / added.

Review Source: Capterra
 

Jorge from xp - Information Technology and Services

January 2018

January 2018

I use it to reach my app users and to help they solve your usage problems

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

It's very complete tool that let me accomplish almost anything related with user support and customer care

Cons

It has a lot of features which make it sometimes very difficult and frustrating to setup and configure

Review Source: Capterra
 

Anthony from BCREA

January 2018

January 2018

Works well, gets the job done

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

Organized, managed and kept all records of technical issues up to date

Pros

Ease of use, easy to learn and very user friendly. Great ticketing platform for small businesses or for first time users.

Cons

Need to have a particular subscription in order to view ticket history going back further than 3 months. Cannot easily export all ticketing information into a CSV file if transferring ticket information to another ticketing platform.

Review Source: Capterra
 

Max from Lucid Software Inc.
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Powerful, beautiful, functional

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

-Has a very clean layout
-Great set of keyboard shortcuts
-Very collaborative across the support team
-Lots of potential for automation with macros

Cons

-Could be a bit clunky/slow in the analytics
-The parts of the software that didn't deal directly with ticketing weren't as smooth

Review Source: GetApp
 


December 2017

December 2017

Excellent Product!

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

My company uses Zendesk for Support agent ticketing and for hosting our Help Center documentation. It is incredibly easy to use and offers a lot of flexibility in terms of ticket creation and ticket tracking. Super streamlined and easy for admins to create and/or update Help Center documents.

Cons

From what I understand, it is somewhat pricy, but I personally believe it's worth it. Otherwise, I haven't experienced any other issues worth listing as a con.

Review Source: GetApp
 

Sarah from FiscalNote
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

We use Zendesk for our customer support and in-app chat messaging

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 that you can combine support tickets from email with messages that come via chat. The Help Center is also a great feature and it's nice to have it all under the same umbrella.

Cons

The reporting could be better and easier to use. There could also be more templates and customizations for the Help Center.

Review Source: Capterra
 

Teddy from Convergent1
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

Use it to support customer service efforts.

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

Is the best tool for small to medium companies for handing customers support.

Pros

Super effective tool, great for managing all customer service request, from calls to emails even chats. And works with most major business apps., (Asana, SaleForce, etc).

Cons

The setup takes quiet a bit of time to get the maximum use and value from it. And if you don't set up every little thing then it is not worth it.

Review Source: Capterra
 

Afgan from London School

December 2017

December 2017

A great Solution

Ease-of-use

Functionality

Product Quality

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

I had used Zendesk in my previous ticketing officer job.It offers the best mailing solutions, especially when dealing with a large amounts of emails.

Cons

Tags can sometimes be difficult to work with.Chat is boring appereance and not very elegantly built in.

Review Source: Capterra