Zendesk Help Desk Software


 

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.

 

 

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

1,576 Reviews of Zendesk

 

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Software Advice Reviews (172)
More Reviews (1,402)

Showing 1-20 of 172

Kenneth from Medical Supply
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Zendesk Is Amazing For Online Support!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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!

Review Source
 
 

AIJELENE from REX GROUP OF COMPANIES
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Zendesk at its finest!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

Review Source
 
 

Mark from Red Chili Web Design
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Zendesk Is The BEST Digital Help Desk!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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!

Review Source
 
 

Joveelynn from Pru Life UK
Specialty: Insurance
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

The Best Thing About Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Meynard from Pru Life UK
Specialty: Insurance
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

Zendesk Needs to Improve

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Review Source
 
 

Khristine from Pru Life UK
Specialty: Insurance
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

Zendesk - a Useful Helpdesk Ticketing System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is such a useful tool!

Pros

The tool as an easy-to-use ticketing system. It even allows a direct email to be sent whenever create one.

Cons

One needs time to be familiar with the platform's interface to understand its features and be able to utilize them.

Review Source
 
 

Eunice from Pru Life UK
Specialty: Insurance
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

Zendesk Supports Us

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Zendesk Supports Us

Pros

We have extensively been using Zendesk for almost all our departments and the feedback has been great. It's great mainly because of its integration feature and its capability.

Cons

The tool is working just as it should for all of us. Glitches are seldom encountered, which is an awesome thing.

Review Source
 
 

Sharmaine from IT services provider
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

To review Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The approach of its feature to create better customer service is great. It maximizes the content using guide module.

Cons

As like with any software. It will just take time to manage and use this software to fully use its features.

Review Source
 
 

Earl from Integrity, Inc.
Specialty: Other
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Was a user, and an administrator, to submit error tickets

Ease-of-use

Functionality

Product Quality

Customer Support

I had to use this product and was not involved in the selection. I would not use it in the future.

Pros

Submission of tickets is easy for the average user. Not all users are average, however, so those who are below average will need help. For monitoring progress and getting feedback for simple problems it worked well.

Cons

Very plain, very boring. Because it is not robust, I found managing complicated issues to be difficult. There is no intelligence in the system- it can't use any form of AI to link historical tickets or show good patterns of issues.

Review Source
 
 

Alvin from Pru Life UK
Specialty: Insurance
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

Support Solution by Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Zendesk is a fantastic, useful tool.

Pros

It has a very basic, easy-to-understand interface. The ticketing system works just as it should. The best part is that it allows integration to a number of other tools.

Cons

I'm not sure why I have to periodically refresh my inbox just to get updates. I can't seem to receive new messages if I don't do so.

Review Source
 
 

Emmanueliza from Suyen Corporation
Specialty: Retail
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Awesome Software!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It helps me connected with all of my customers who are always inquiring about our product.

Cons

None so far

Review Source
 
 

Chris from DCA
Specialty: Distribution
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Very comprehensive software that checks all boxes

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Very user friendly, very organized, easy to search, and has a great look to it. Everything is sleek and well organized.

Cons

There aren't very many negatives we have with this service. Zendesk has really addressed all of our issues with very few negatives at all.

Review Source
 
 

Bonnie from Hunter Vision
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Solid

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I found it extremely useful that all of my interactions were located in one place. This made interactions with customers much simpler.

Cons

On occasion I will find that I will have to explain myself to customer support even after I submitted a ticket with all of the information already.

Review Source
 
 

Kevin from Decent Juice Co.
Specialty: Distribution
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

Support made easy.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The leader (or so I think) in online / ecommerce support. Very simple platform with tons of features to handle customer inquiries, complaints, and more.

Cons

Cheaper plans for small businesses have limitations like file size for photos. Not listed when comparing features and a little misleading.

Review Source
 
 

Corinne from Level Office
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2018

September 2018

Gets The Job Done

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It is a great way to keep track of all of the customer tickets coming in. It's also great for keeping track of which employee is working on each individual ticket.

Cons

It has been a challenge to integrate Zendesk with our alternate softwares that we use on a daily basis. And we've noticed employees occasionally have issues with glitches in Zendesk.

Review Source
 
 

Ashley from STARS
Specialty: Non-Profit
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Pretty Decent Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Using Zendesk for our companies chat support has been such a godsend, it allows us to make sure that we are always catching new inquiries and hitting whomever comes to our website

Cons

I wish that the system was more intuitively set up, meaning it is quite easy for individuals who have not used the platform to understand their way around

Review Source
 
 

Denver from I.T Experts Philippines
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Everything you need to manage your customer!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Zendesk is very helpful software in serving customer. It provided live interaction between support team and customer in multiple devices.

Cons

Free trial is available prior to avail the service. This is a best way of learning and experience the look and feel of the software.

Review Source
 
 

Mary May from Coca-Cola FEMSA Philippines
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Good and Reliable Software to use

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

This product is really helpful especially for us having a tons of inquiries from the customers. I can handle them through live chat

Cons

None so far.

Review Source
 
 

Israel from Adel Packaging Creations Incorporation
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Good and Reliable Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to set up and very user-friendly. You don't have to try hard on learning it because it is very basic.

Cons

None so far because it is just new for me.

Review Source
 
 

Mylene from I.T Experts Philippines
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

Your window to communicate with your customer efficiently!

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 
 
Showing 1-20 of 1,402


October 2018

October 2018

Zendesk from a Helpdesk Manager's Perspective

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 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.

Review Source: Capterra
 


October 2018

October 2018

Almost real time communication

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
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.

Review Source: Capterra
 

RD from Sharingdelights
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Intuitve and easy to use tool

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

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.

Review Source: Capterra
 

Iliana from Dimas & Roz Jewelry
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

The best chat tool out there

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

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.

Review Source: Capterra
 

Ashley from School City of Mishawaka
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Zendesk

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: Capterra
 

Jahangir from Augmedix Inc
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

One of the best customer service software for cloud based company

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

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.

Review Source: Capterra
 


October 2018

October 2018

Issue Tracking and Management Tool

Ease-of-use

Functionality

Product Quality

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

Review Source: Capterra
 


October 2018

October 2018

Very good for customer 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

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.

Review Source: Capterra
 


October 2018

October 2018

Great platform 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

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

Review Source: Capterra
 

Martin from Sonata Services
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

Ticket Tool

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

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

Review Source: Capterra
 

Jonathan from AccessData
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Swiss army knife of customer comms

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

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.

Review Source: Capterra
 


October 2018

October 2018

Search can be made better

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

Mixed bag

Pros

Ticketing APIs and app ecosystem to integrate is pretty good

Cons

Search is horrible and needs serious improvisations
Chat is dumb

Review Source: Capterra
 


October 2018

October 2018

The best in support.

Ease-of-use

Functionality

Product Quality

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

I love the out-of-the-box functionality. It helped me grow from myself to a team of 3-4 running my company's support.

Cons

There's a lot to get caught up in - take your time when implementing and grow to the additional features slowly. You'll get more out of the tools in the early stages, and learn how to manage a support team

Review Source: Capterra
 


October 2018

October 2018

Zendesk

Ease-of-use

Functionality

Product Quality

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

I used this software daily at a prior job. It was easy to use and liked how you can solve and prioritize tasks. We also used the chat feature to help customers right away.

Cons

The chat function needed more work. I found it frustrating at times.

Review Source: Capterra
 

Javier from PlumChoice
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Zendesk sets the bar for help desk service systems

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 organization was searching for a help desk ticketing system for some time. Zendesk has a lot of flexible plans that allow users to get started at a low cost. The integrations that are available to Zendesk really make it a versatile platform for everyone to use. The design and resources available really make it a great platform for professionals.

Cons

The price for premium features per user is really high. The added integrations like chat should be included instead of being offered as a standalone additional service.

Review Source: GetApp
 

Kati from Iowa State University
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Good for Customer Support Ticketing

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

Zendesk works well for customer support ticketing. It has a lot of features that allows you to customize the way you use it.

Cons

If you want to dive deeper into learning about all the features and tools it has to offer, it can take a bit of a learning curve. It takes a bit of training to learn how to use.

Review Source: Capterra
 

IVOR from Servasport Ltd.
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Zendesk Review

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

My overall experience with Zendesk has been excellent and I have been using it within the business for 7+ years. However, as I outlined above, it can get quite expensive for a small business if looking to move to a better tier of functionality. Despite this, I would highly recommend the Zendesk support software, it has never let me down.

Pros

-Easy to set up
-Allows customer service team to manage tickets easily
-Allows a customisable support workflow
-Stay informed with in-app notifications
-Good level of API integrations available - Jira, Harvest, etc.

Cons

-Can get quite expensive once you look to increase functionality and move to a more premium version.

Review Source: Capterra
 


October 2018

October 2018

Aids in the process of client-company connection; very useful features

Ease-of-use

Functionality

Product Quality

Value for Money

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

I am currently trying different CRM software. Zendesk Connect is one of the products I am currently trying. The automatic response feature lightens my tasks and allows fast response which customers really admire. It is also great how flexible the purchase packages are which provides exactly what it promised. Zendesk is also organized compared to other software with similar features.

Cons

The software is a little pricey to begin with. Starting companies might not be able to keep up with the price.

Review Source: Capterra
 

Tony from AO Tech Solutions
Number of employees: 1 employee Employees number: 1 employee

October 2018

October 2018

Ticketing System for all to use.

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

The level of granularity within the software to filter tickets by severity, company name, and much more, changes everything. The ability to submit tickets via Email, SMS, or Social Media allows my clients to reach me anytime.

Cons

Zendesk has proven to eliminate the concern for any cons. Superb Solution.

Review Source: Capterra
 


October 2018

October 2018

Pay attention through training

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Once you get the hang of it the softwere is a breeze.

Pros

Easy communication with outside sources.

Cons

If you don't pay attention during training you will be lost.

Review Source: Capterra