Zendesk Software

4.35 / 5 (2,530) FrontRunners

Our advisors have recommended this product 2 times in the last 30 days

About Zendesk

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 wit...


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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

2,550 Reviews of Zendesk

Average User Ratings

Overall

4.35 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(1,300)

1,300

4 stars

(908)

908

3 stars

(243)

243

2 stars

(45)

45

1 stars

(34)

34

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 2550 results

February 2021

Christiane from Binary

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2021

A lot of features and fast and easy to use ticket system

Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons

It can be very complex/difficult at certain point due all the features that they offer.

Reasons for Switching to Zendesk

Because we were trying to find a more customizable option :)

January 2020

User Profile Picture

Ted from T&B Tube

Verified Reviewer

Company Size: 51-200 employees

Industry: Mining & Metals

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

1.0

Functionality

4.0

January 2020

Need help from Zendesk? Forget it. Don't even bother.

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pros

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Cons

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

Reasons for Choosing Zendesk

Features

Reasons for Switching to Zendesk

A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.

February 2021

Albert from Elma

Verified Reviewer

Company Size: 11-50 employees

Industry: Insurance

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

1.0

Functionality

4.0

February 2021

A living nightmare

I've used Zendesk in all of the ventures I've participated in. Unfortunately. I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

Pros

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them. That doesn't mean they are a good solution.

Cons

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things: 1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat. 2) A terrible - terrible is the word, I honestly don't like to speak poorly in public of anyone, but you guys deserve this post - customer support. Despite having an account manager, I have probable been referred to sign up on my own for multiple register forms for products, and speak to multiple agents to sign SO to commit to payments... and the product was NEVER delivered. Once they have you committed to a payment, they won't follow up for success.

Reasons for Choosing Zendesk

This is where you get trapped. Someone in operations or tech implements it to solve a short term gain, and starts pulling the feature string. As soon as you are stuck, you are stuck for good.

March 2021

Melissa from The Wooden Wick Co.

Company Size: 11-50 employees

Industry: Consumer Goods

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

5.0

Functionality

3.0

March 2021

A Great Starter Costumer Service Platform

Overall, this was a great management platform. We discontinued because it did not have an upsell feature and wasn't very friendly to multiple users. I'd say it's perfect for a start up with with only one or two agents.

Pros

I enjoyed how easily the dashboard was to navigate and how streamlined the communications are to accept on the Live Chat.

Cons

It's confusing to update and add users. Too many places to go and too many different places to click!

Reasons for Choosing Zendesk

We actually chose Gorgias over Zendesk and we did so because of the size of our team and the ability to upsell products more easily.

November 2020

Govindraj from Yapsody

Company Size: 11-50 employees

Industry: Hospitality

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

November 2020

Productivity and Efficient Support tool

We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

Pros

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Cons

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Reasons for Choosing Zendesk

Because Zendesk has a very good chat features and a unified communication system.

Reasons for Switching to Zendesk

Because Salesforce Service cloud is much complex and doesn't come with a out of box configuration. We always have to depend on a consultant and from a cost and quality perceptive it didn't meet our expectation.