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
Knowledge base and community forums
Knowledge base and community forums
Portal language options
Portal language options
Reporting dashboard
Reporting dashboard
Automate actions
Automate actions
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!

Ben from Fatsoma Ltd

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Good Value for Money

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.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Zendesk from a Helpdesk Manager's Perspective

Pros

It is best in class period. I did a ton of research when selecting our new ticketing platform. Go live was generally uneventful and easy, the process of creating and standing up everything as well as internal testing took a month.

I really came to Zendesk for its analytics and its ability to expand with tons of app integrations.

The analytics really allow me to dive into valuable buisness metrics such as time to first response total time spent per client per month - resolutions times - tagging I could go on and on.

Cons

You are essentially alone in standing up your Zendesk account. To the uninitiated you will be spending a looooot of time reading Kbase articles and blog entries to get things just right.

I really wish Zendesk would have an on boarding where someone would work with you to get what you want out of the program - especially from a reporting standpoint. Programming some things in their insight platform can be maddening even for some versed in programming logic.

Ruth from Glasshat

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Good for managing customer support tickets and self-service knowledge base

Pros

Zendesk has helped to make it easy to manage our support and customer queries. The dashboard is easy to use and intuitive once you've spent a little time in the platform. It's helped to improve the communication around customer support between teams, and with our customers.

Cons

Because it's so customizable it can take a long time to set this up in a way that really works well for your team and customers. It definitely needs someone internally to manage the processes around using this.

Christen from Athens State University

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

We Love Zendesk

Pros

We use this software for our Helpdesk system at my university. The ease of use and features are what we enjoy the most. Even the most technology challenged individuals can use Zendesk with ease!

Cons

One time we had hackers send over 80,000 emails to Zendesk and we had to delete them all one by one. WE called Zendesk but there was no way to mass delete so that was frustrating.

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Verified Reviewer

Number of employees:  1 employee

Ease-of-use

Value for money

Customer support

Functionality

October 2018

My Zendesk Review q

Could not have not been more happy

Pros

I love that the software is very user friendly , ease of access, makes life alot easier to run my business. I love Zendesk and would recommend to a friend

Cons

i like it all i really don't have any negative feedback on this software. I had a very easy time using it

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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Customer support

Functionality

October 2018

Almost real time communication

Pros

The company with deal with where we deal with via Zendesk is very attentive and the software allows us to maintain an almost real time communication center.

Cons

Have not had a bad experience with the software.

RD from Sharingdelights

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Intuitve and easy to use tool

Zendesk is easy to use and it doesn’t require special tech-skills.

Pros

Zendesk live chat on your website is great at answering queries in real time, the live chat and its features great, even if you pay for a chat package you can got a basic one for free.

Cons

When the system crashes it doesn't give you detailed information when the service is back up.

Iliana from Dimas & Roz Jewelry

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

The best chat tool out there

Very happy with the tool and overall performance. Our client service team uses it daily to manage any concerns clients may have.

Pros

This chat tool integrates easily with google analytics and google ads campaigns. It helps keep track of incoming site visitors and it's really easy to interact with them online. Installation is super easy

Cons

I needed to know how to edit website code, nothing too complex, but once you install the installation code on the website you're good to go.

Ashley from School City of Mishawaka

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

October 2018

Zendesk

Pros

ZenDesk has been a very easy and simple way to communicate with companies when I need help with their products.

Cons

I have had no issues with ZenDesk at this time

Jahangir from Augmedix Inc

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

One of the best customer service software for cloud based company

From 2014 to 2016, our company has been used Zendesk for your customer service solution via the Technical support team. We used to manage, assign and distribute all knids of issues via Zendesk which really amazing tool and really saved our valuable time and make faster our regular scheduled working hour and increased productvity. I love Zendek and their smart service including lovely customer support.

Pros

1. Super easy to use and pretty simple method to finish for initial setup
2. Visualization, Optimization and materialistic design
3. Syncing, connecting with the different team for assigning any ticket and solving with team method is really smart in Zendesk.
4. They have really helpful customer service for 24/7

Cons

1. Distributing and managing any ticket to any specific team is still looks difficult.
2. Admin panel has restrictions for multiple people
3. bugs, slow and not connecting sometimes
4. Suddenly crashed and and need to restarted the broswer which is really bad.

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Verified Reviewer

Number of employees:  10,000+ employees

Ease-of-use

Functionality

October 2018

Issue Tracking and Management Tool

Pros

Once you setup a template for issue reporting, you are able to report issues via email without having to login to zendesk. As long as the email is formatted correctly, zendesk will populate the appropriate fields in the template with information contained within the email. You can also receive automatic updates on issues reported via email so you do not have to keep logging into zendesk to know if any updates have occurred.

Cons

Zendesk is not integrated with salesforce and therefore our sales representatives do not have a view of their customer reported issues.

AIJELENE from REX GROUP OF COMPANIES

Specialty:  Manufacturing

Number of employees:  201-500 employees

Ease-of-use

Functionality

October 2018

Zendesk at its finest!

Pros

This is a worthy software to companies who are service providers. As this offers a lot of features and gives customer a chance to submit ticket whichever means of communication they want.

Cons

Might be quite expensive for small time business owners specially if they will have to purchase additional features.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Very good for customer support

Pros

They provide a very good suite for easily implement a customer support flow.

Cons

Their mobile sdks seems a little bit fragile, leading a lot of times to crashes and instabilities.

LinkedIn icon
Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Great platform but expensive

I've been using Zendesk for 3 years now and im content i had to downgrade my package because of the high price point but overall im happy using it!

Pros

Easy to use, have everything you need in the customer service domain so you don't need any additional services.

Cons

It is very expensive and if you want a simple feature from other package you need to upgrade the whole team for this package

Mark from Red Chili Web Design

Specialty:  Software / IT

Number of employees:  2-10 employees

Ease-of-use

Functionality

October 2018

Zendesk Is The BEST Digital Help Desk!

Pros

We've been working with Zendesk for so long and it's really no question on whether we will continue to use it. Zendesk provides us with the exact platform and support that we need to provide our clients to give them the best service and support.

Cons

It took a bit of time to shift over our customer support team that we contract with overseas to help us implement Zendesk fully. This process did not take too long and the results have been spectacular!

Martin from Sonata Services

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Ticket Tool

for me was a great experience to administer all the tickets and solve all the problems and be able to give a importance to all the problems

Pros

This is a great tool for IT so they can get the things done more quickly and get a log of what are they doing in work time and mange all the IT problems in the company

Cons

like and other tool you have to pay for user in my thoughts is better pay a licence for all the software but here you have to pay for user

Joveelynn from Pru Life UK

Specialty:  Insurance

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

Ease-of-use

Value for money

Customer support

Functionality

October 2018

The Best Thing About Zendesk

This software is very powerful.

Pros

Its integration with a lot of other apps out there is probably one of the best things about its efficiency.

Cons

The software is awesome and I couldn't mention a thing they need to improve on or maybe I have not encountered anything bad with it.

Meynard from Pru Life UK

Specialty:  Insurance

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

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Zendesk Needs to Improve

Zendesk Needs to Improve

Pros

Customization is one of the best things this tool offers. When something can be customized, it makes it easier to get on with the workflow.

Cons

Though Zendesk is such a labor-saving tool, it is also sometimes complicated to use. It could have been better if reports can be created in an easier way.

Jonathan from AccessData

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Swiss army knife of customer comms

Pros

Love that Zendesk can be used by individual teams and then also for extending this to multi team collaboration and ticket transfers. Easy to use interface, highly customisable, with great plugins.

Excellent and honest feedback direct from Zendesk as soon as a potential platform-wide issue is detected, with fast resolution to these problems.

Cons

I would value slightly better control over integration with Google forms and specifically custom field detection, for free. Perhaps this is available though and I just haven't figured it out thoroughly just yet.


Displaying 1 - 20 of 1,579 reviews