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Zendesk

Zendesk Reviews and Cloudswave Rating

  • 76

    Cloudswave Score for Zendesk

    Rating based on 372 Critic Reviews

    172 Favorable reviews
    82 %
    35 Mixed reviews
    17 %
    4 unfavorable reviews
    2 %
  • ZenDesk seems to be what all of our competitors were using

    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.

    0 of 0 people found this review helpful

    The best customer support tool!

    With our growing customer base, we had outgrown our previous tool. Each our of users needed their our support login. We went with Zendesk, being the market leader. It also helped us automate our support activities and build a forum and user community. Zendesk is fairly easy to use and adapt to.

    Pros : Easy customizations, ability to create forums, announcements, OOO, etc... Macros to automate certain business flows. Useful analytics

    Cons : Poor support. Can take up to 2-4 days mostly after their product releases. FRT calculation is not provided OOTB for regular accounts. This is a pretty basic feature needed across the board. Features like exporting rating comments are also not available in our edition. Application is sometimes slow in access.

    0 of 0 people found this review helpful

    ZenDesk for the extra layer of customer support.

    My company works with telecommunications companies all over the world. We currently have offices in the United States, Canada, Italy, Australia, and Germany. When our customers do not need to utilize our immediate LiveChat service they create support email tickets through our ZenDesk program. I am immediately notified of all incoming requests for support which allows me to quickly respond to the needs of our customers. There are lots of integrations and the reporting/analytics allows me to keep track of how we are doing compared to the industry standard. Since we are an expanding company ZenDesk has allowed us to constantly meet our customer demands without the normal growing pains.

    Pros : The pricing is extremely affordable for both large and small business- depending on your specific needs. Customer support staff is always available and eager to assist. Detailed reporting and apps integrations are added bonuses. Ability to add tags and even group ticket. Manage client needs quickly and with ease.

    Cons : I have not had an issue in over three years of using ZenDesk. There have been many updates and additions to the program and each of them has been beneficial to my company and customers. I have no doubt that if I do have an issue, complaint, suggestion- that the support staff will be right there for me.

    0 of 0 people found this review helpful
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  • Zen works great for us

    Zendesk Use Cases and Deployment ScopeWe use Zendesk to support our support process across the entire organization.  It has significantly cut our overhead on managing tickets.  It is email based so the user just responds to the email and everything is automatically logged.

    Pros : Usability.When you need a new feature, it is already there.Lots of people that you hire have already used it so they are quickly up to speed.

    0 of 0 people found this review helpful

    Zendesk has proven itself to be extremely valuable

    Zendesk Use Cases and Deployment ScopeWe are currently using Zendesk to support all of our teachers and staff at our elementary school. That is from toddlers all the way up to sixth grade. We are a one-to-one school from grades 3-6 who utilize Google Apps for Education and Microsoft Office 365 for students and staff. Being the only IT staff I use Zendesk with the assistant head of school and our technology teacher to track not only what the current problems are, but what issues are arising based on the data we're collecting. Things that maybe weren't apparent when it was just emails that were being sent back and forth. One basic example that Zendesk showed us is that our response time was between 30-40 hours. Now I am able to work on responding in helpful ways even if I can't get to the problem immediately. 

    Pros : Zendesk gives everyone involved simple, clear data to track and manage issues or projects. For me the greatest help has been this repository of tasks I can come to everyday without worrying about whether I've forgotten something or not.The basic bits of data have proven very valuable. Leveraging even the most basic data about response times, tickets all related to one specific issue, recurring areas of trouble has been and is continuing to be very encouraging.Being able to give our staff directi

    Cons : The main functionality of Zendesk that has been apparently lacking to me is when a user creates a new ticket its not clear enough how they can follow along with that ticket specifically. I could see the default automated ticket creation response being focused more on allowing the creator to view that ticket online. A few users will send a new email, thus creating new tickets, before I get a chance to respond to their original ticket.The app feels more limited than the website. I'm not sure that

    0 of 0 people found this review helpful

    Zendesk excels as internal helpdesk

    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.

    0 of 0 people found this review helpful
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  • 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.

    0 of 0 people found this review helpful
  • Zendesk excels when it comes to tracking and managing customer support tickets, but it falls short in most other areas of customer relationship management. Its ability to integrate with other popular CRM software still makes it worth considering for organizations that value its primary offerings.

    0 of 0 people found this review helpful
  • Ease-of-use

    Everything is very self-explanatory and easy to navigate from screen to screen.

    Functionality

    It meets all of my needs and makes getting the job done a breeze.

    Product Quality

    If they fixed the refreshing issue, the product would be amazing!

    Customer Support

    They are great at getting back with us in a timely manner.

    Likes Best

    The separation of the tickets within the queue makes it easier to sort.

    Likes Least

    I do not like when the pages refresh in the middle of replying to a ticket and I have to restart.

    Recommendations

    Understand that every software isn't perfect, and they are always improving.

    0 of 0 people found this review helpful

    Ease-of-use

    The UX/UI of the Zendesk product make it really easy to use. They also provide an array of support resources from articles, to videos, to in-person training that can help new users get up to speed.

    Functionality

    I would like to see enhancements to the functionality where one admin might work for multiple organizations. We also get lots of comments from our customers who don't seem to love the 'Good' or 'Bad' rating functionality. For some reason they have difficulty separating 'good' service from a 'good' product, which can lead to questions sometimes.

    Product Quality

    Zendesk is a very quality product with few glitches. I've been using the product for three years, and our organization serves over 1300 customers through it, equalling out to roughly 500 tickets a week. Even with those numbers, we rarely have to call or email support, which is definitely a testament to thorough testing and upkeep on Zendesk's part.

    Customer Support

    Excellent customer service every time I need it! I like that Zendesk offers both phone and online support, and I really enjoy working with their team to see how mine compares.

    Likes Best

    Zendesk offers a useful, user-friendly product that our support team uses 24/7! I've been a Zendesk user for three years and have always loved the product as a whole. I also really enjoy seeing the continued product enhancements based on direct customer feedback. I love that Zendesk holds regular events in Atlanta, which allows all of the users at my company to explore and brainstorm with other ZD users in the area. Our team has really embraced using custom macros and triggers to make workflows simpler.

    Likes Least

    As with any software, there are some workflow particulars that I might change. Specifically, we have many clients who are administrators for multiple organizations. It can be tough to tell which organization they work with when attempting to create a ticket, but overall, I wouldn't change much about Zendesk's functionality, and I love their regular updates and enhancements.

    Recommendations

    Honestly, I think Zendesk is as good as it gets. I would consider the number of support licenses you have available (the more the better) and check out Zendesk's demos and online help resources to make sure they meet your needs.

    0 of 0 people found this review helpful

    Ease-of-use

    There were only two or three things that required assistance from Zendesk. Once we had them figured out, we haven't needed to contact them again.

    Functionality

    So far, it's worked 100% of the time, and the functionality hasn't disappointed in the slightest.

    Product Quality

    It's a top-notch product that's left us very happy.

    Customer Support

    As previously stated, we've only had to contact their support two or three times, and each time our issue was quickly resolved (simply a matter of not knowing where to look; we were too used to our old system to think about where someone else would put a setting).

    Likes Best

    Zendesk is a very mature product that has proven to be easy to use and even easier to customize to our needs. It also presents a simple interface to our non-tech users. With the online interface and the mobile app on both Apple and Android, it's simply indispensable now. And because the online interface upgrades are seamless and transparent, there is no need for us to do any manual updating.

    Likes Least

    So far, we haven't had any issues with Zendesk. Their service and support has been top-notch.

    Recommendations

    Experiment with the different offerings before you commit. We thoroughly tested three different offerings for roughly two months before going with Zendesk, and we couldn't be happier about it.

    0 of 0 people found this review helpful
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  • Zendesk is very popular and clearly the market favourite at the moment, the public site is very clean and minimalist. The glaring issues with Zendesk could be easily mitigated by supporting image libraries with the ability to delete, tag and categorise each.  A folder structure wouldn't go to waste either!  The other sore point is the lack of suggested solutions for the user agent when trying to answer a ticket.

    0 of 0 people found this review helpful

    Zendesk is very popular and clearly the market favourite at the moment, the public site is very clean and minimalist.
    The glaring issues with Zendesk could be easily mitigated by supporting image libraries with the ability to delete, tag and categorise each.

    0 of 0 people found this review helpful
  • Great product

    What do you like best?

    I really like that Zendesk makes it easy to work as a team. It allows you to see others that are currently viewing the same ticket and I love the internal notes. Simple but very necessary to ease of use from a day-to-day experience. I also really like the UI - It's clean and not as clunky as other ticketing platforms.

    What do you dislike?

    The only thing I really don't like is how the ticket is displayed in the back and forth thread to the end-user who submitted the ticket. It's not very intuitive for them to see where attachments are (not sure why but we always get people saying they don't see the attachment, when there are several attachments in the reply), and you can't tell if someone else is added or cc'ed on the ticket so the end user ends ups adding people over and over again because it looks like they were removed from the thread. I think this is due to the fact that individuals expect it to act just like an email thread but it's actually different. If Zendesk put some messaging in place (who else is on the ticket, etc.), I think it would be a lot easier to understand.

    What business problems are you solving? What benefits have you realized?

    This is providing the ability for a team to handle and organize a large amount of support inquiries at a time. It's much more advanced than other platforms in the competing space.

    0 of 0 people found this review helpful

    Mixed feelings but I mostly love it

    What do you like best?

    The switch from email distribution groups was easy. We added zendesk as a group and also a contact card in active directory and we forwarded all of our support/sales/info inquiries to zendesk. We even added an SPF record for Zendesk so it wouldn't show tickets being replied to with "on behalf of". Not sure why Zendesk notes that most people don't need that as I believe it is a key feature. Their support during the setup process was quick and helpful. While we only have 3 users now (the $2 plan) we of course will be upgrading but we want a good few months here on the cheap plan while we wait for any potential kinks to present themselves (none yet!).

    They suspend spam tickets with almost perfect accuracy for us which is miles ahead of our outdated exchange server. It's rare I find a legitimate email there.

    A few of our support requests always CC a third party and when they reply it is automatically logged as part of the conversation which is fantastic.

    I like how the emails...

    What do you dislike?

    I've found quite a few annoyances:

    When we first set things up, there is a customer setting that says "Also send a welcome email when a new user is created by an agent or administrator". It was checked by default! This lead to all the initial support requests we replied to also getting another email asking them to sign up for Zendesk. It made us look really bad, luckily users alerted us pretty quick as they thought it was a spam attack. It took quite awhile to figure out why it was being sent out in the options. This should without a doubt be unchecked by default.

    I like the average First Reply Time chart, but I don't know why you can't compare that against your industry. It would be useful to see what % of companies in your industry reply with 0-1 hours.

    I'm really not a fan of the web interface unfortunately. Too many icons and not enough labels.

    There are no desktop notifications in the client! So bizarre, for something as important as time sensitive support requests...

    Recommendations to others considering the product

    Watch a webinar probably. I still think Zendesk is the best choice out there but there is room for a lot of improvements for sure. Good thing is that they seem to be aware of this and are working to improve Zendesk all the time.

    What business problems are you solving? What benefits have you realized?

    We solved the classic dilemma of a growing company that had support requests going to multiple people and they would have to coordinate via chat or email who would respond to what. Looking at our first months average tickets and we are almost at 1000 split between 2 people. Now with the little eye icon we can see when someone is working on a ticket and leaving notes is nice too as it stays with the support request and not in an email somewhere.

    Before it took quite a bit of communication to what was done and what wasn't done so it made it harder for 2 people to handle support. It was almost more efficient for one person to do it. Now the two of us can go hard on support and I believe our time to finish support requests has dramatically decreased.

    0 of 0 people found this review helpful

    Mixed feelings but I mostly love it

    What do you like best?

    The switch from email distribution groups was easy. We added zendesk as a group and also a contact card in active directory and we forwarded all of our support/sales/info inquiries to zendesk. We even added an SPF record for Zendesk so it wouldn't show tickets being replied to with "on behalf of". Not sure why Zendesk notes that most people don't need that as I believe it is a key feature. Their support during the setup process was quick and helpful. While we only have 3 users now (the $2 plan) we of course will be upgrading but we want a good few months here on the cheap plan while we wait for any potential kinks to present themselves (none yet!).

    They suspend spam tickets with almost perfect accuracy for us which is miles ahead of our outdated exchange server. It's rare I find a legitimate email there.

    A few of our support requests always CC a third party and when they reply it is automatically logged as part of the conversation which is fantastic.

    I like how the emails...

    What do you dislike?

    I've found quite a few annoyances:

    When we first set things up, there is a customer setting that says "Also send a welcome email when a new user is created by an agent or administrator". It was checked by default! This lead to all the initial support requests we replied to also getting another email asking them to sign up for Zendesk. It made us look really bad, luckily users alerted us pretty quick as they thought it was a spam attack. It took quite awhile to figure out why it was being sent out in the options. This should without a doubt be unchecked by default.

    I like the average First Reply Time chart, but I don't know why you can't compare that against your industry. It would be useful to see what % of companies in your industry reply with 0-1 hours.

    I'm really not a fan of the web interface unfortunately. Too many icons and not enough labels.

    There are no desktop notifications in the client! So bizarre, for something as important as time sensitive support requests...

    Recommendations to others considering the product

    Watch a webinar probably. I still think Zendesk is the best choice out there but there is room for a lot of improvements for sure. Good thing is that they seem to be aware of this and are working to improve Zendesk all the time.

    What business problems are you solving? What benefits have you realized?

    We solved the classic dilemma of a growing company that had support requests going to multiple people and they would have to coordinate via chat or email who would respond to what. Looking at our first months average tickets and we are almost at 1000 split between 2 people. Now with the little eye icon we can see when someone is working on a ticket and leaving notes is nice too as it stays with the support request and not in an email somewhere.

    Before it took quite a bit of communication to what was done and what wasn't done so it made it harder for 2 people to handle support. It was almost more efficient for one person to do it. Now the two of us can go hard on support and I believe our time to finish support requests has dramatically decreased.

    0 of 0 people found this review helpful
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  • Zendesk is an excellent choice for your knowledgebase and helpdesk needs. If you’re a large company with multiple brands, Zendesk has tools to manage that level of complexity. If you’re a small startup company, you can get a tool that supports global multi-nationals with multiple brands and easily use it to look just as professional and customer oriented as larger competitors.

    0 of 0 people found this review helpful
  • TeamSupport is an easy customer support solution that is ideal for small to medium size businesses. The three plans are affordable, although sizable teams may get a bit pricy with the per user charge each month.

    0 of 0 people found this review helpful
  • Zendesk is a simple, classy web based help desk software that seamlessly performs native integration operations with best-of-breed CRM, bug tracking, authentication, project management and social media tools. It allows you to bridge the gap between support and the rest of your organization.

    0 of 0 people found this review helpful
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