What is Zendesk?
Pros from reviewers
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Comprehensive and user-friendly tool: Zendesk is a reliable CRM platform that is user-friendly and capable of handling complex operations like subscription administration, phone calls, live chat support, and more
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Integration with other platforms: Zendesk integrates seamlessly with most popular order processing platforms, webstores, shipping logistics services, and other platforms like Stripe for payments and subscription administration services
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Flexible reporting features: Zendesk offers flexible reporting features that allow users to create useful reports for their business and customer support goals
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Multichannel support: Zendesk allows users to handle customer inquiries across email, live chat, social media, and phone, enhancing customer satisfaction and response times
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Integrated knowledge base: The Suite's Guide module provides an integrated knowledge base that enables customers to find solutions on their own, lessening the burden on the support team.
Cons from reviewers
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Interface learning curve: Some users find it challenging to get accustomed to Zendesk's interface, which can lead to initial struggles in navigating the platform
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Call feature issues: The call feature in Zendesk can sometimes be buggy, causing disruptions in communication with customers
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Complex ticket service: The ticket service in Zendesk could be simplified and include automatic deletion times to enhance user experience
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High pricing: Zendesk's pricing is considered high compared to other CRM platforms like Freshdesk, which offer similar features at a lower cost
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Limited customization options: Despite its high cost, Zendesk lacks certain features even at its highest tiers, limiting customization options for users.
Main features
Starting Price
Free Plan
Automation and workflow
Multichannel support
Integration
Ticketing system
Knowledge base
Starting Price
$20
/ user / month
Free Plan
No
Automation and workflow
Multichannel support
Integration
Ticketing system
Knowledge base
How Zendesk compare to similar software?
Product
Price
$20
/ user / month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus. While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales. Zendesk started as a customer support request SaaS, a legacy that continues today with its robust ticketing and customer messaging solutions. In contrast, Intercom aims to provide an all-in-one business communication platform to support, engage, and convert customers with sales and marketing functions. An example of the platforms’ different focus is that Intercom includes an email marketing feature, whereas Zendesk doesn’t.
Another critical difference between Zendesk and Intercom is their approach to CRM. In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell,...
Freshservice is a cloud-based ITSM tool suitable for small to large enterprises, offering a user-friendly interface and comprehensive functions like IT asset management, incident resolution, workflow automation, and a knowledge base. It excels in responding to tickets faster with canned responses and providing a basic ticket dashboard view for sorting and filtering tickets. Freshservice offers a free plan for up to 10 agents and pricing starting from $19 per agent per month, with a 21-day free trial. Freshdesk provides unique interfaces for each communication channel, including chat, phone, and ticketing. As a result, agents encounter a fragmented experience, constantly switching between various applications, tabs, and systems in order to locate the necessary information or context required to assist customers.
On the other hand, Zendesk provides diverse filtering for ticket dashboard views and offers advanced self-service capabilities through options like Guide Lite, with workflow...
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
When comparing help desk software, Zendesk and LiveAgent are both popular choices that have been around for years, offering robust features for managing customer support interactions. Despite sharing many central functionalities, there are some notable differences between the two tools.
The main difference lies in their automation capabilities. Zendesk excels with its advanced automation features, allowing users to create sophisticated workflows using triggers, automations, and macros. This includes automated ticket routing, response suggestions, and task management, which can significantly streamline support operations. LiveAgent, while offering automation features, focuses more on providing customizable ticketing workflows and SLA rules. It supports basic automation, such as auto-responders and canned responses, but its automation capabilities are not as extensive as Zendesk's.
Another significant difference is in their multi-channel support. Zendesk is renowned for its...
Who is Zendesk best for according to our reviewers?
Businesses Using Slack: Businesses using Slack can benefit from Zendesk Suite's excellent integrations. All their support tickets can be sent to a Slack channel, keeping the entire team informed.
Virtual Assistants: Virtual assistants can use Zendesk for customer management, handling customers via live chat, email, and voice. It integrates seamlessly with most popular order processing platforms, webstores, and shipping logistics services
Mid to Large Scale Businesses: Mid to large scale businesses offering email and/or live chat support can benefit from Zendesk's reliable and user-friendly CRM platform. It offers a variety of features, including integration with other platforms like Stripe for payments and subscription administration services
Small Business Owners: Small business owners can use Zendesk Suite to streamline their customer support operations. The multichannel support offered by Zendesk Suite enables them to handle customer inquiries across email, live chat, social media, and phone
E-commerce Businesses: E-commerce businesses can benefit from Zendesk's integration with Shopify and knowledge capture. It allows them to create a self-help library for their clients, customizing a help center based on the Copenhagen theme with custom CSS styling
Zendesk Reviews
4.2
Zendesk rating
0.0
Ease of use
0.0
Customer service
0.0
Value for money
0.0
Likelihood to recommend
0.0
Features
25 Zendesk Reviews
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Emma Rodriguez
Empowering Customers: Zendesk's Knowledge Base Feature Review
The knowledge base feature in Zendesk is a great asset. It empowers our customers to find solutions on their own, reducing our ticket volume
September 17, 2024
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Alden D
Seamless Integration: Enhancing Workflow Efficiency with Zendesk
As an IT manager, I appreciate the seamless integration of Zendesk with other software we use. It has made our workflow much smoother
September 10, 2024
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Finnegan D
Experiencing Efficiency and Quality with Zendesk: A Business Perspective
In my business, we've been using Zendesk and have been thoroughly impressed with the quality of their product. We initially started with four seats but realized we could efficiently manage with just one, thanks to the software's robust capabilities. It's quite remarkable how a customer relationship software company has designed a product that's so efficient and user-friendly. We've been trying to get in touch with them to discuss our new requirements, and we're eagerly looking forward to their response. It's a testament to their product's effectiveness that we're keen on continuing as their long-term, paying clients even as we adjust our needs. We're exploring all our options, but Zendesk remains our top choice due to its superior features and we plan to stick with them for the foreseeable future.
August 31, 2024
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Margaret B
Exploring Customer Service Policies: My Experience with Zendesk
I had an interesting journey with Zendesk. I signed up on December 8th and by the 18th, I had a change of heart and decided to cancel my subscription. To my surprise, they considered it as a renewal, even though it was my first invoice and my initial experience with the app. I found this to be a unique approach and it sparked my curiosity about their refund policies. I'm considering reaching out to PayPal to gain a better understanding of this process. It's quite an adventure exploring the different aspects of customer service with Zendesk!
August 25, 2024
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Stephanie
Zendesk's Top-Notch Reporting Capabilities
The reporting capabilities of Zendesk are top-notch. It provides insightful data that helps us make informed decisions about our customer service strategies
August 18, 2024
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Juan Martinez
Zendesk Suite: Revolutionizing Customer Support Experience
In my experience with Zendesk Suite, it has been a transformative tool for my business, resolving key issues and providing numerous benefits. As a small business owner, I struggled with managing customer support effectively, but Zendesk Suite has revolutionized my customer interactions and streamlined my support operations.The multichannel support offered by Zendesk Suite has been invaluable, enabling me to handle customer inquiries across email, live chat, social media, and phone. This has greatly enhanced customer satisfaction and response times, as I can offer timely help on their preferred platforms.Another notable advantage is the integrated knowledge base provided by the Suite's Guide module. This has enabled my customers to find solutions on their own, lessening the burden on my support team. This self-service feature has saved time for both my customers and staff, boosted customer engagement, and allowed my customers to resolve common problems independently.Zendesk Suite has also given me crucial insights into my support operations through its reporting and analytics features.
August 12, 2024
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Brenda W
Plenty to Offer, Yet Surprisingly Lacking
I appreciate the excellent customer service provided by Zendesk, they really go above and beyond. However, I was disappointed to find that certain features were missing, even at the highest and most expensive tiers. The ability to track UTM codes is a bonus, particularly if you use Google Analytics. But if that's not a priority for you, I'd recommend seeking a more affordable alternative with more customization options. Setting up Zendesk is incredibly easy and there are numerous online tutorials for installation. However, finding tutorials for anything beyond basic setup and customization of the chat button is difficult. You need to escalate several levels of support to get solid answers if you want to customize it for your operators. I was frustrated by the absence of common-sense features that I was accustomed to from our previous platform. Options like "Round Robin" routing are only available at the high-cost tier, and features like automatic switching of the operator to "away" when their computer is locked or on screensaver are missing.
August 3, 2024
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Peter Martinez
#1 in Customer Support Excellence
As a virtual assistant, I use Zendesk for customer management in my company. It enables me to handle customers via live chat, email, and voice. However, I initially struggled with getting accustomed to the interface.
July 28, 2024
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Lisa B
Experiencing Zendesk's Exceptional Customer Service: A Personal Account
I recently had an experience with Zendesk that really tested their customer service, and I must say, they stepped up to the plate! I ordered a product from them and there seemed to be a mix-up with the delivery. I was concerned because my outdoor camera didn't show any delivery, but Zendesk was quick to respond to my concerns.They suggested that perhaps someone might have taken it, which was a possibility I hadn't considered. They were proactive in offering a solution, initially proposing a 3% refund. I appreciated their quick response, but I felt that a full refund or the product would be more appropriate.Zendesk was open to negotiation and upped their offer to a 5% refund. While it wasn't exactly what I was hoping for, I was impressed by their willingness to work with me and find a solution that could potentially satisfy both parties.What really caught my attention was when I noticed that the product on their website was different from what I had ordered. I brought this to their attention and they were very receptive to my feedback. While the situation wasn't ideal, I was really impressed with Zendesk's customer service. They were responsive, open to negotiation, and receptive to feedback. It's clear that they value their customers and are willing to go the extra mile to ensure satisfaction. Despite the initial hiccup, I'm looking forward to my next purchase with them!
July 23, 2024
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Joan J
Commendable Support: Maximizing Software Potential with Zendesk
Lastly, the support team behind Zendesk is commendable. They are responsive and helpful, ensuring that we get the most out of the software.
July 13, 2024
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Xiomara D
Collaboration & Transparency Review
Going through an RFP is always challenging as it inevitably leads to disappointment for some. It's crucial to have a high level of trust with the chosen partner and tool. Recently, we underwent an RFP with Zendesk to extend our partnership. Without the teamwork and transparency of Zendesk's Ashley H. and Ben J., a long-term renewal might not have been possible.
July 6, 2024
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Anna Williams
Efficient for Managing Call Centers
I appreciate Zendesk's capability to handle tickets from different platforms such as Facebook and email in one location. However, I think the pricing could be more competitive, as Freshdesk provides the same features for a lesser cost.
June 30, 2024
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Evelyn
Exceptional Customer Support Experience with Zendesk
My experience with Zendesk's support was quite engaging. They consistently encouraged me to clarify my issues, ensuring they fully understood my concerns. They then guided me towards informative articles that were relevant to my queries. This was some of the most thorough support I've ever interacted with, as they seemed genuinely invested in my learning process.
June 22, 2024
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Teresa Martinez
Streamlining Customer Interaction with ZenDesk
I find Zendesk to be a great tool for communicating with end users via emails and chat, and for consolidating all support issues. I especially value its feature for prioritizing and organizing support tickets. However, I find the integration of tickets from various channels such as emails, chat, and phone calls to be quite difficult. I think Zendesk should oversee all ticket data and offer recommendations to simplify end user monitoring.
June 15, 2024
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Sarah Williams
Exploring Zendesk: A Unique Onboarding Experience
My onboarding experience with Zendesk was truly unique! They offered a free trial which was a fantastic opportunity to test their product. Although I initially encountered some access issues, it was a great chance to experience their problem-solving process. I've decided to stick with Zendesk, as I believe challenges are part of every journey. Their product has so much potential and I'm excited to explore it further!
June 9, 2024
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Johnny
Zendesk: An Invaluable Tool for Customer Service Managers
As a customer service manager, I find Zendesk to be an invaluable tool. Its user-friendly interface and robust features have greatly improved our team's efficiency
June 3, 2024
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Sophia D
Boost Your Productivity with this User-Friendly Zendesk Tool
Overall, I was pleasantly surprised by the ease of use and well-organized features of Zendesk. It's a comprehensive and user-friendly tool. However, I believe the ticket service could be simplified and include automatic deletion times.
May 26, 2024
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Timothy Garcia
Zendesk: Impressive Scalability for Growing Companies
I am impressed with the scalability of Zendesk. As our company grows, it easily adapts to our changing needs without compromising performance
May 19, 2024
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Amanda Johnson
Zendesk's Multi-Channel Support Enhances Customer Experience
Zendesk's multi-channel support is impressive. It allows us to provide consistent service across various platforms, enhancing our customer experience
May 11, 2024
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Hannah B
Zendesk's Automation: A Productivity Booster
The automation feature in Zendesk has saved us countless hours by eliminating repetitive tasks. It's a real productivity booster
May 5, 2024
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Austin Oblouk
Great deal, easy to apply
Great deal, easy to apply for us. I expect to continue using Zendesk for a long time but this is a great way to lessen the early cost of lost time for our team to learn the platform. This is our first time venturing into support software but I have heard Zendesk is the best.
April 30, 2024
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Juan
Effective and Versatile: Excellent, Yet Slightly Costly
Overall, I find Zendesk to be a reliable and user-friendly CRM platform that integrates seamlessly with most popular order processing platforms, webstores, and shipping logistics services. It's capable of handling complex operations like subscription administration, phone calls, live chat support, and more. I appreciate the flexible reporting features that allow me to create useful reports for my business and customer support goals. I use Zendesk's live chat support daily and I'm impressed with its functionality. Zendesk offers a variety of features, including integration with other platforms like Stripe for payments and subscription administration services for managing customer monthly billing. It also integrates well with shipping and logistics services for tracking shipments, repairs, and returns. I appreciate that they are constantly adding new features and integrations. The keyboard shortcuts are a nice touch, further increasing efficiency. However, the call feature can sometimes be buggy and the platform is a bit pricey compared to some newer CRM platforms. But for a large to mid-scale business offering email and/or live chat support, I believe Zendesk is a solid choice.
April 29, 2024
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Russell Smith
Streamlining Support with Zendesk
I've been using Zendesk for over a year now and it has significantly streamlined our support process. The ability to track and manage tickets is a game-changer
April 21, 2024
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Deborah R
Appreciating the Consistency and Reliability of Zendesk: A Five-Year User Experience
Having used Zendesk for over five years, I've found it to be a unique and enlightening experience. The account management process is quite interesting, with upgrades involving a comprehensive communication process with the sales team that ensures all your needs are met. Their handling of downgrades is even more meticulous. Despite making four separate requests for a downgrade since December 22nd, my account was still maintained at its premium level on January 1st, ensuring I didn't miss out on any of the fantastic features.Moreover, Zendesk has a certain charm in its consistency, maintaining a steady platform without unnecessary updates, which allows me to focus on customer support without having to adapt to new changes frequently. When compared to alternatives like Freshdesk, Zendesk stands out with its unique approach, providing a platform that is familiar and reliable.The experience with Zendesk's service and platform has been a journey of discovery, leading me to appreciate the stability and consistency in a market that is often too quick to change. It's been a pleasure using Zendesk, and I look forward to continuing to explore its features and benefits.
April 16, 2024
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Ruth R
Experiencing Zendesk's Unique Approach to Quality Service and Pricing Flexibility
I've had quite an interesting experience with Zendesk! They have a unique policy where you can't decrease the number of seats on a subscription, which at first seemed a bit unusual to me. However, on November 23, 223, they offered me a solution that I found quite innovative. They proposed that they could reduce my seats, but the price per seat would increase from $29 to $69. At first glance, it might seem like they're increasing the cost, but when I thought about it, I realized it's a clever way to maintain the value of their service. It's not every day you come across a company that's so committed to maintaining the quality of their service, even if it means adjusting their pricing model. I had added 3 seats last month, but unfortunately, 2 of the agents weren't a good fit. So, I asked to remove 2 of the 3 new seats less than a month after adding them. And guess what? They were flexible enough to accommodate my request! The price per seat changed from $29 to $69, but I was more than happy to pay for the quality and flexibility they offered. Zendesk may not offer traditional deals, but their commitment to quality service and flexibility is a deal in itself. I find their unique approach refreshing and it's clear to me that they're not just another software company. They're a partner that's willing to adapt to my needs, and that's worth every penny!
April 16, 2024