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Zendesk

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Zendesk Coupons, Reviews, Comparisons and Alternatives


About Zendesk

Zendesk delivers the leading cloud-based customer service software. Loved by customers for its simplicity and elegance, Zendesk is the easiest and fastest way to provide great customer service. Our solution is easy to try, buy, implement, and use. Both you and your customers will start seeing positive results immediately.

Slow First Response Time is the #1 leading indicator for poor customer satisfaction. With Zendesk, the product won’t slow you down. Our easy-to-use, lightning fast interface will keep your agents super productive and focused on helping customers. Through our robust reporting and analytics, you will also have access to the key metrics that will help you make workflow improvements and increase efficiencies across the board.

If you have customers, then you need Zendesk. More than 300 million people around the world receive support from Zendesk-powered customer service departments and help desks. While industry averages point to low customer satisfaction, our customers experience positive ratings for over 86% of their interactions.

Why? It’s the Zendesk difference. Our unique approach to customer engagement enables you to listen, respond, and delight your users in ways not possible before. Zendesk is not just another help desk tool. It is the easiest and fastest way to great customer service.

Much like the art of Zen, the path to customer service excellence is a continuous journey that involves product, people, practice.

  • 76

    Score

    372 Critic Reviews

  • Provided by
  • Platforms
    Web based
    Windows
    Mac OSX
    Linux
  • Mobile
    iOS
    Android
  • API
    Availability
  • Pricing
    View details
    Subscription Plans
    Free Plan

Features & Specifications

Key Features

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free "light agents" (Enterprise plan only)

Specifications

Supported languages
English, French, Spanish, Italian, German, Russian, Japanese, Chinese, Arabic, Hebrew, Portuguese, Polish, Ukrainian, Danish, Norwegian, Swedish
Serviceable Area
Australia,  Brazil,  Canada,  China,  Germany,  India,  Japan,  United Kingdom,  United States
Supported Platforms
  • Web Based
  • Mobile Web
  • Desktop Windows
  • Desktop Mac OSX
  • Desktop Linux
  • Mobile App IOS
  • Mobile App Android
API availability
API is available. Protocol / Formats : HTTP, JSON, REST, XML .
Access the API documentation
Integrations
Zendesk integrates with Zapier and more than 99 other solutions. View details
Support Options
  • FAQs
  • Knowledge Base
  • Online Support
  • Phone Support
  • Video Tutorials

Ratings Summary

Metric Score Rank
cloudswave Score
76
#13
Domain Authority 89
#3
Alexa Rank 312
#2
Facebook 98
#2
Twitter 100
#1
Google+ 100
#1
Integration 100
#1
Support options 100
#1
Platforms 100
#1
Show / Hide category leader in Radar

Zendesk Demo Video

Zendesk Screenshots

Plans & Pricing

Starter

$2
for 1 Month / 1 user(s)

Features

  • Email ticketing
  • Knowledge base
  • 140+ pre-built apps

Regular

$29
for 1 Month / 1 user(s)

Features

  • Satisfaction surveys
  • Communities
  • Custom domain

Plus

$69
for 1 Month / 1 user(s)

Features

  • Time tracking
  • Custom reportsanddashboards
  • Internal knowledge base

Enterprise

$139
for 1 Month / 1 user(s)

Features

  • Multiple ticket forms
  • Unlimited light agents
  • Success program

Showing 4 out of 47 - View All

Zendesk Integrations

logo for Zapier

Zapier

Cloud Integration

Zendesk integrates with Zapier. Zapier lets you easily connect the web apps you use, making it easy to automate tedious tasks. Yo...
Learn More

logo for Yotpo

Yotpo

Feedback and Reviews Management

Zendesk integrates with Yotpo. Yotpo is a plug and play social reviews solution for e-commerce websites. Yotpo is focused on pro...
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logo for Yammer

Yammer

Enterprise Networking

Zendesk integrates with Yammer. Yammer is a business social network built to encourage team collaboration, boost workers, and man...
Learn More

logo for Wrike

Wrike

Project Management

Zendesk integrates with Wrike. Wrike provides the robust project management features you need, combined with practical collabora...
Learn More

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Critic Reviews

  • 76

    Cloudswave Score for Zendesk

    Rating based on 372 Critic Reviews

    172 Favorable reviews
    82 %
    35 Mixed reviews
    17 %
    4 unfavorable reviews
    2 %
  • When we researched help desk tools, we found that almost all our competitors and almost all of the companies we admired used Zen. We signed up and have been really happy with it. It is easy to use and has all the functionality you are expecting.

    Pros : The usability is really good. It makes the whole support process very easy.

    Cons : Some tickets get put in a weird state if Zen doesn't like the attachment. I forget the specifics of the situation but some tickets seem to get missed if it goes into this state.

  • Zendesk ProsA full feature set and the right automation and integration features, enough to support support staff so that the system is used to capture everything. This is a key difference: a product that gains a positive feedback loop versus one that slowly fades out of proper usage.Automation and customization settings and user interface.Mobile app.Email integration - the feature to forward an email into Zendesk and have it pick up the requestor from the FWD is a key enabling feature when used as an internal helpdesk.A broad set of integrations.Reporting and tracking of metrics.

  • Zendesk makes it easy for businesses to create surprisingly sophisticated help desks and customer service portals. Despite a few rough spots, it's an excellent way for SMBs to create a polished customer service system.

View All

User Reviews


  • 8 In total

    5
    4
    4
    3
    3
    1
  • User review from

    Debbie Marshall

    Zendesk is an excellent customer service desk that allows agents and end users to interact in a safe secure environment. I've been using this tool for the last 5 years and feel this is the best tool on the market. The software allows me to create reports for any of my departments I need to feedback too.andnbsp; You can also create micros (quick responses and allocations to aid the support team).

    Zendesk does have apps that allow you to personalise your own desk to help the agents resolve issues asap. The front end of the site is also good, and our end users find it very easy to find solutions, we also try and record videos to help people understand the functionality. You can keep track of your SLA agreements with your customers. However, this is not on the lowest package. We have also added our working hours, so our end users know when we will be responding to tickets.

    Pros :

    • The help desk is so easy to use for both end users and agents.
    • It is so simple to set up a new organisation, groups, and product types.
    • Our end users find using the site very simple, they like the fact that they can verify the status of their tickets at any time.
    • From an agent's point of view, it is easy to allocate tickets to members of the support team.
    • We have set up macros for out of hours etc., which allows our customers to know when we are around and looking into their issues.
    • The reporting functionality is excellent allowing us to tailor our own reports.

    Cons :

    • Currently, we are unable to integrate with our CRM as there is not currently a free api to link the 2 software platforms.
    • We are also on the middle price plan and don't want to pay any more to have certain features that are only available on the top level plans.

    • April 7, 2016
  • User review from

    Sean Caruana

    Zendesk is a complete customer management solution, which allows businesses to handle the complete customer management workflow from customer acquisition, customer support, customer feedback gathering, messaging and customer conversions. Essentially, Zendesk includes tools for new customer acquisition as well as supporting existing ones.

    Zendesk is highly customizable in terms of features and front-end design, allowing each ZenDesk implementation to fit in with the respective company’s brand identity.andnbsp; In terms of features, the helpdesk tools allow customer support agents to create automated messages and chats based on triggers and events. Furthermore, they can also create auto-responders for the most common questions and statements.andnbsp; The helpdesk software also takes on a team-based approach, where tickets can be passed around to other agents, with internal notes and conversations discussing the respective ticket.andnbsp; Data from past tickets is not gone to waste, as a knowledge base can be constructed based on this data.

    Zendesk's messaging hub contains a centralised point with all customer conversations, including emails, social media conversations and chats. This can also be coupled with the ability to filter through the list of customers based on varied criteria, involving demographics and usage patterns of the product.andnbsp; It is, therefore, possible to send messages to specific customers based on detailed criteria. While the messaging system is very useful, it can be complex to coordinate messages between team members at times, from an internal point of view.

    Similar to Intercom, it is also possible to seek feedback from customers, based on filters and their interactions with the product, rather than waiting for them to have an issue.

    Whileandnbsp; Zendesk’s API is powerful and flexible, it has quite a steep learning curve when attempting to figure out how to integrate. While Zendesk is a powerful suite of tools, if the only reason to use Zendesk is for a ticketing system, there are free and open-source solutions available.

    Pros :

    • Highly customizable.
    • Centralised collection of customer conversations through multiple channels.
    • Helpdesk and feedback tools include powerful automated tasks based on triggers and events.
    • The helpdesk software allows customer support representatives to create their own personalised auto responders.
    • Tickets can be exchanged internally between different agents.
    • Knowledgebase creation tools.
    • Feature-rich messaging tools.
    • Offers integration with popular products such as Google Analytics and SalesForce.
    • Feedback gathering features.

    Cons :

    • Integration has a steep learning curve.
    • Open source ticketing tools are available for free.
    • Keeping track of customer conversations can be a headache between teams.

    • March 26, 2016
  • User review from

    Jessica Goode

    In my opinion, I don't think there is a better software system out there for ticketing in a help desk available. The UI is very intuitive and modern and pretty easy to use. It's not the cheapest system in, the market, but it's worth the price, hands down. It allowsvautomation to happen, and you can set a bunch of triggers for customization. They also have a lot of integrations with other programs, such as SnapEngage to ensure your chats, emails, and phone calls are all rubbed into one platform. They do have their phone system, but you can use other ones if you prefer. They have reporting and metrics available to evaluate how each user is doing regarding response rate, comments, and the rating system, and pretty much anything you can think of to ensure you are using it to the fullest potential. It allows managers to see what is trending and what to do with the info. The ticket rating feature is imperative in our business and helps us track our customer service agent's performance. You can choose to send automatic emails after a ticket is closed to the client and ask them to rate their experience on the issue good or bad and they can leave comments as to why. You can also create your support page for your user base to access so they can access support forums, guides, videos, etc. It allows customers to engage in the forums as well on whatever the company decides to post. It also integrates with Salesforce, which is imperative for us. It updates user information and allows you to see the notes put in Salesforce when dealing with a ticket of someone who is also in our Salesforce CRM. The tech support has been great. They are easy to reach out, very responsive and helpful.

    Pros :

    • Easy to use.
    • Nice and modern UI.
    • Intuitive.
    • Integrations.
    • Reporting/Metrics.
    • Automatic responses and email templates.
    • Cost effective.

    Cons :

    • Not completely customizable.

    • December 9, 2015
  • User review from

    anchal jain

    In today’s world of fast growing network and lightning-fast speed and accessibility to things and features of life, Zendesk provides the perfect tools and solutions in a cloud-based customer service platform. The company works in the domains of ticketing, self –service options, and customer care features. The company was set up in 2007 and currently has a revenue of around $ 130 million. Extended all across the globe, it has a network of approximately 1,000 employees and various thousands paid customers. The success in tracking and providing a work process for the companies to work upon, providing a network that helps to maintain the survival of the company and help it in its growth down the line.

    Pros :

    • Founded in Copenhagen and Denmark, the company has a network in around 150 countries with an excellent customer support network.
    • I had always been a satisfied customer of this network.
    • The ability to react to the avalanche of problems is what is preserved and shown by the seeming less excellent performance of the cloud based software development company.
    • The software is very easy and handy to use.
    • The major choices of various companies among the top 122 unicorns that have a valuation of more than $1 billion, 25 percent of the companies use the software produces by Zendesk.
    • This company has identified the need of the customer and they know what they are providing and what they are working upon.
    • They are working for their customers who are working for their customers.
    • Ultimately they have a major role in creating a seamless network of the business and the client.

    Cons :

    • Apart from the great network and the clients this company is having, the software and the services that they provide are expensive at its best when compared it with the services that are available to other software and programming development firms.
    • High documentation work is required while associating with this firm.

    • December 2, 2015
  • User review from

    Rajat Jain

    Zendesk is one of the popular cloud-based ticket management solutions. It is great in ticket tracking and management but can’t replace a full-fledged CRM solution. It has a mobile app available so that one can remain productive on the go as well. It has a built in voice chat to add another customer touch point, and a phone dialer is integrated within the core package so that the customer care executives can make calls from within Zendesk. It also allows tickets to be raised from various social media platforms like Facebook, Twitter, and Linkedin. This is a value for money option in case you are only looking for a helpdesk service for a small and medium-sized enterprise.

    Pros :

    • One can prioritize the tickets, add comments or screenshots and respond to the customer.
    • It also allows you to save template responses and design the workflow such that the automated template responses are sent to the customer in specific events.
    • The macros can be user specific or centralized. It offers its API so that it can be integrated with a lot of third party applications which are better than ones included in the core package or provide the missing functionality.
    • It also provides a dashboard to keep a track of employee’s productivity and tickets turnaround time.
    • It provides a snapshot of each customer care executive performance.
    • Reports can be customized with minimal coding and fields can be added or removed.
    • It also helps you compare your stats with the industry benchmarks.
    • If you don’t have around the clock telephonic customer support available, Zendesk’s feature of self-service portals and forums is a major advantage.

    Cons :

    • Zendesk is nowhere even close to a proxy for a CRM solution.
    • One can neither create contests, polls, campaigns, etc. nor one can keep a track of other customer related KPIs.
    • The way the responses are communicated to the customer is very messy.
    • It is not easy for the customer to determine for which issue the response has been sent in case there are multiple pending issues.
    • The user interface is not well designed when compared to industry leaders. It is not that bad, but there is definitely a scope of improvement.

    • November 24, 2015
  • User review from

    Jonathan Hatch, MBA

    My organization was drowning in incoming customer service requests and we had no way to field them aside from each manager responding to those that hit their inbox. With Zendesk, we centralized the workflow, attached notes, and made sure the right managers got the right requests. In just under a week we can get completely caught up and stay on top of the influx of requests our organization was receiving.

    Pros :

    • Great training.
    • Easy to use.
    • Completely skin-able landing pages to mimic your company's website.
    • Video messages make it easy to send an internal message.

    Cons :

    • We had one issue. When we would message each other internally with notes and comment, they would occasionally attach when emailing externally. These were messages we didn't want customers seeing. It made it hard to manage reputation with that issue.

    • November 17, 2015
  • anonymous

    Anonymous

    Zendesk makes working as a team extremely easy. Through Zendesk, you're able to see what others are currently working on and viewing on the tickets dashboard. It's greatly enhanced our productivity and communication of project flow within our company. Having tickets with internal notes in one convenient place has allowed us to track projects from start to finish, find out who is working on what and where those are located in our project flow, and comment to other employees. It streamlines project management, account service, and our creative departments into one extremely easy to use clean system. We are all able to view the same tickets, comment, and update. Productivity has gone way up, and errors in communication have gone way down. When a ticket is entered and a person is tagged, Zendesk automatically sends and email which is perfect. It serves as an alert/reminder to that person and forms as a backup in the communication channel in case a person is not looking at tickets daily. Zendesk also offers a number of customization tools which is extremely nice that we can make it look and feel as if it were our own businesses software, not a third party vendor. We were also able to figure out what in the system worked for us and what we would like to alter to make a better fit and were able to do so. The support staff was also great, anytime we had questions or concerns or needed help with customization features they were able to help us and were extremely attentive. I would highly recommend Zendesk to a company looking to streamline their internal communication and project flow. My only true complaint would be that it is rather pricey for the software, but you are getting a great product. It's one for a small business you truly have to weight the benefits of whether or not it's worth the price. Does it streamline communication and project flow, yes, but is that something your company is struggling with? It yes, then Zendesk is worth the money no questions asked.

    Pros :

    • Streamlines communication.
    • Ticketing system is great.
    • Being able to view what others are doing and saying within tickets.
    • Clean layout and easy to use.
    • Customizable.

    Cons :

    • Price.

    • November 13, 2015
  • User review from

    Nick Thorsch

    Zendesk is one of the most used customer support (helpdesk tools). It also integrates with a wide variety of other popular tools to extend functionality, such as Zopim chat for Instant Messaging or a number of popular online shopping cart tools to display order information right inside the ticket, making it easier to provide customer support more accurately and quickly. The dashboard is really useful too, to be able to see the status of existing and answered tickets: new, solved, backlog, agent touches, satisfaction rating, and time to reply. All metrics that agents and managers can use to help improve customer service. You can even create a knowledge base for pre-recorded answers to questions for users to find without needing to submit a ticket. Because most customers actually prefer to "speak" with someone, Zendesk created Zendesk Voice, which can log calls and interactions and provides a voice transcript of calls. I think the whole idea of integrating every possible customer support interaction method, is really a central idea: web, IM, voice, because sometimes, depending upon the time of day or the customer, they may prefer one of those three methods and I think it's best practice to let the customer decide based on their problem, and how they feel it would be best resolved, rather than trying to force customers to say use a knowledge base only and to try to not talk with them. Though you can certainly have customer support refer customers to the knowledge base to try to train them to use it, it's nice to have that personal touch.

    Pros :

    • Popular and trusted customer support helpdesk tool.
    • Use web, voice, or IM to interact; great way to have them all together.
    • Free trial available.
    • Affordable pricing starting at $1/m/agent.

    Cons :

    • None that I can think of, great platform.

    • September 29, 2015
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