Zendesk

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What is Zendesk?

"Zendesk is a customer service platform that brings organizations and their customers closer together. "

Zendesk provides a customer service platform designed to bring organizations and their customers closer together.

With more than 50,000 customer accounts, Zendesk is used by organizations in 140 countries to provide support in more than 40 languages.

Zendesk is a beautifully simple customer service platform. It enables companies to provide great customer service, scale with self-service options, and differentiate with proactive engagement. The result is customer relationships that are more meaningful, personal, and productive – all at a lower cost.


Zendesk scored 87/100 in the Support & Helpdesk category. This is based on user satisfaction (82/100), press buzz (68/100), recent user trends (rising), and other relevant information on Zendesk gathered from around the web.

The score for this software has improved over the past month. What is this?


Zendesk Awards

Zendesk Customer Service Software Award 2020 Zendesk Support & Helpdesk Software Award 2017 Zendesk Quality Choice Badge 2020 Zendesk Trusted Vendor Badge 2020
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Zendesk Review

Editors' Review by the Support & Helpdesk Software Review Team

Zendesk is considered as one of the top live chat software and help desk software in the current market. Zendesk provides organizations with a simple ticket system that allows agents to answer customer queries easily. Zendesk also includes a full customer history, call recording, automatic ticket creation and CRM management tools. 

Zendesk provides users with customer engagement, sales and support tools. Users can easily view all customer interactions in a single, centralized dynamic user interface. The processes involved in the daily operations are managed seamlessly and efficiently with the help of Zendesk. 

Zendesk not only provides you with a wide range of tools to address your business needs. It also comes with the option to set your software solution with different channels, such as web, mobile and messaging. Zendesk integrates with all the ways your customers can reach out to you through an easy-to-understand terminal. When you receive messages from the phone, email, chat or messenger, then you’re easily notified. 

Zendesk Homepage

Zendesk Features

Zendesk provides users with many intuitive features that help assist with the customer service and experience of an organization, including: 

Support

Zendesk offers an integrated support system, which focuses primarily on prioritizing, tracking and solving customer support tickets. It’s user-friendly and efficient in unifying all customer support interactions in a single, centralized platform.

Agents can solve issues quickly with the help of Zendesk’s support system. Here, you’ll be able to use ticket forms, SLA views, seamless channel integration and custom ticket fields. 

Chat

This feature speaks for itself, allowing organizations to create more personal connections with their customers and communicate with them well. Using live chat and messaging features, you’re able to anticipate customer questions, increase your sales revenue and reduce the wait time typically experienced by your audience.

Guide

Guide is useful in empowering your agents for better self-service. You can customize your help center to configure a responsive and branded solution for your customers. Robust reporting, automation and collaboration options are all available under this feature. You also have access to custom themes, rich text editor, content history and control access. 

Talk

Talk makes it easier to communicate with your customers through the phone. Features include inbound and outbound calling, voicemail, customized greeting and unlimited concurrent calls. 

Sell

A sales CRM software solution, this feature is designed to maximize turning conversations into conversions. The top features found in this category include email tracking, activity reporting, email automation, email notifications and mobile CRM. 

Explore

Explore refers to a tool where you can measure and improve a customer’s personalized experience. You can now export your findings, receive data faster and dig down into the details of each ticket. Here, you’ll benefit from intuitive features such as customization, more than 20 chart types and a drag-and-drop editor. 

Gather

By letting your customers gather in a responsive community, Gather is a feature that helps you start the conversation, trust the experts and connect with everybody else. This helps them feel valued and gain feedback from your audience. Available features include a powerful search engine, voting polls and seamless navigation. 

Connect 

Using the Connect feature, you’re able to better manage customer communication through different omni channels. The following tools and functionalities are personalized variables, conditional logical and ticket history. 

Zendesk Features

Zendesk Benefits

With Zendesk, you’re equipped with a software solution that provides quality tools and powerful features for your customer service needs. It becomes less of a chore, empowering your agents in engaging with high-value prospects and maximizing your content effectively. 

The benefits of using Zendesk include:

Unified platform

Zendesk combines all aspects of your customer service and experience operations into one platform, meaning that everything can be handled quickly and easily by agents. This allows for better productivity and improved processes when it comes to handling customer queries.

Advanced reporting

Zendesk allows for in-depth insights and analytics into customer service operations. Using the data, organizations and management can make better decisions based on the data and analytics that are produced.

Inbuilt tools

Zendesk has a wide range of tools designed to cover all aspects of your customer service, ranging from call capabilities, reporting, ticket system, live chat and customizable email templates and macros.

Zendesk Pricing

Zendesk’s pricing is split into three categories, namely Support, Sales and Platform. This is useful in utilizing your budget for the one aspect your company is in need of. For example, if you want to focus primarily on support, then you can check out the ones found under that specific category.

All plans come with free trials to help you get used to their features. In line with this, here are the specifics per pricing package: 

Support

The packages under this category are perfect for businesses of all sizes. The starting price is set at $5.00 per agent. Furthermore, three packages are made available for you to choose from. 

Support plan

This plan is helpful in tracking, prioritizing and solving your customer support tickets. The available channels under this category are mobile, public social media platforms (such as Twitter and Facebook), web and email. You get to work with business rules, integrate with other popular applications and gather insightful data from analytics and reporting. 

Here are the details for each pricing plan found under Support: 

  • Essential is priced at $5.00 per agent and per month. 
  • Team is priced at $19.00 per agent and per month. 
  • Professional is priced at $49.00 per agent and per month. 
  • Enterprise is priced at $99 per agent and per month. 
  • Elite is priced at $199 per agent and per month. 

It should be noted that all of these plans come with the following products: Guide, Talk and Chat. 

Support Suite

The support suite provides users with a full service experience through all your preferred channels. It has everything offered in Support, along with additional features and tools such as live chat, social messaging (Facebook Messenger, LINE, Twitter and WeChat). Additionally, you can have live chat, voice and SMS options and omnichannel reporting. 

Here are the details for Support Suite’s pricing with varying details per plan: 

  • Professional is priced at $89.00 per agent and per month. 
  • Enterprise is priced at $149.00 per agent and per month. 

Custom-built 

The last package in the Support category is called Custom-built, which offers a personalized approach for all your omnichannel support systems. It’s perfect for customers working in large enterprises.

You’ll gain access to everything offered in Support Suite, along with advanced security and compliance options, Sunshine CRM platform, launch and implementation services and change management. 

This plan doesn’t have any set prices. Instead, you need to contact them for a quotation. 

Sales

The Sales category is perfect for those who are in need of a full-featured sales CRM. The price starts at $19.00 per seat. In line with this, two packages are available: 

Sell

Sell helps businesses and organizations in managing deals, tracking leads and growing customer relationships. The features found in this package include a customized sales pipeline, a fully featured mobile CRM, analytics and reporting options and email integration. You can choose between the four plans: 

  • Team is priced at $19.00 per seat per month. 
  • Professional is priced at $49.00 per seat per month.
  • Enterprise is priced at $99.00 per seat per month. 
  • Elite is priced at $199 per seat per month. 

Sales suite 

This package is useful if you’re in need of a sales CRM that has a fully integrated live and lead enrichment options. It has everything offered in the previous plan, along with prospect list building, contact enrichment and live chat. You can also use the sales pipeline management feature, which lets you use native voice, email tracking and SMS. 

Here are the pricing packages as outlined: 

  • Professional is priced at $79.00 per representative per month.
  • Enterprise is priced at $125.00 per representative per month. 

Platform 

With the help of Sunshine, users are now equipped with an open and flexible CRM platform that is native to AWS. Different features and functionalities are offered in the packages. The more expensive your plan, the more tools you’re given. 

Lite

This plan is completely free and is included in Support Enterprise and Support Suite Enterprise. It comes with a 90-day event retention, Zendesk profiles, Lite API limits and 100k custom object records. 

Professional

For a price of $19.00 per month, Professional helps your organization get set up, provided you already have Support Enterprise or Support Suite Enterprise installed. Here, you’re given 500k custom object records, a one-year event retention, pro API limits and five external profiles per person. 

Enterprise 

This solution comes with 25M custom object records, a three-year event retention, Zendesk events which let you set up 100k custom events per day, 15 external profiles per person and enterprise API limits. It’s priced at $59 per agent and per month. Before getting this platform, it should be noted that it requires Support Enterprise or Support Suite Enterprise beforehand. 

Other products such as Guide, Chat, Gather, Talk and Explore are also offered by Zendesk. 

Conclusion 

At the end of the day, if you’re looking for a comprehensive and popular help desk software solution, then consider Zendesk as one of your top viable options. Zendesk provides organizations with tools and features that can help greatly improve customer experience and service operations, gain better insights and understanding of operations and a unified platform that combines everything you need from your platform.

  • Zendesk

Support & Helpdesk Market Radar

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Zendesk Product Overview

  • Multi-channel support: email, web, phone, chat, social media

  • Flexible ticket management with automated workflow

  • Customer facing web interface that you can easily brand

  • Brings all your customer conversations into one place

  • Time-saving tools like ticket views, triggers, and automations

  • Robust reporting and advanced analytics


Languages: English

Support & Helpdesk Software Buyer Guide 2020

Product recommendations, vendor rankings, market overview and tips on how to select Support & Helpdesk software for business. Published in May 2020.

No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide ...

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Zendesk Features

  • 2-Factor Authentication
  • Anti-Virus
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Password & Access Management
  • Project Management
  • Scheduling
  • Social-Media Integration
  • Supplier Management
  • Task Scheduling/Tracking
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Click-to-Dial
  • Organization Management
  • Malware Protection
  • SAP Integration
  • Bug Tracking
  • Net Promoter Score
  • Sales Automation

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Zendesk User Reviews

Average User Rating:
4.09/5 based on 697 user ratings.
Your Rating:

Sentiment Scale
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User Sentiment Map

The sentiment map shows a snapshot of how Crozdesk users have rated Zendesk over time. It shows how existing users see Zendesk with regards to its usefulness, ease of use, value for money and customer service.

Overall
8.9/10
Arrow Left Recent Older Arrow Left
Usefulness
9.2/10
Ease of use
9.2/10
Value for money
8.0/10
Customer service
9.2/10
User profile picture

"spectacular solution to reinforce customer service in real time"


What do you like about Zendesk?

It saved a lot of time at the same time that it managed to satisfy my clients while solving their problems, this is very easy to configure and customize, it is also compatible with the different platform.

What do you dislike about Zendesk?

maybe its price is a bit high especially for smaller companies; grouping and ordering the tickets you are working on could be a bit easier, and although it is compatible with mobile devices, they could also make it more intuitive when accessing this way.

What have you been using it for and what problems did Zendesk solve?

We have exceeded industry standards in terms of response times and customer satisfaction, despite the high volume of tickets. Although our employees certainly have a lot to do with it, definitely after implementing Zendesk it has been much easier.

5/5
Usefulness
5/5
Ease of use
4/5
Value for money
5/5
Customer service
User profile picture

"Zendesk suite is one of the best fit for all your IT service management requirements"


What do you like about Zendesk?

The user interface is easy to manage and option available to put company's branding.
I like the inbuilt call feature which enables us to answer the user calls from the tool itself rather than switching to Skype for this, it helps a lot while looking for details of the user and supporting them at the same time.

What do you dislike about Zendesk?

It has been a little more than six months with using Zendesk as our ITSM tool and nothing bad about the product as of now.

What have you been using it for and what problems did Zendesk solve?

we use it for ticket queue management, knowledge base , chat and call support features. One single interface gives the ability to hover to all the options rather than shifting to different tools.

4/5
Usefulness
5/5
Ease of use
4/5
Value for money
5/5
Customer service
User profile picture

"Good CRM but it could be the greatest"

// Web Developer at Blue Frontier

What do you like about Zendesk?

I can include customized fields, Automate workflow, limitation access to fields based upon consents. They have a user interface for the iphone and it incorporates to their bug tracker. Our clients have their own website for gain access to and I utilized to be able to develop reports, charts and control panels.

What do you dislike about Zendesk?

They got rid of the menu header that let you leap around in the software application in favor of tiered droplists to walk around. One essential piece that has actually constantly been missing out on is the capability to put the tickets age into a report, Seems like standard things. Likewise, their client assistance generally takes a day to react of they react at all.

What have you been using it for and what problems did Zendesk solve?

The value is good for what you pay for but they continue to make changes, it would be better to ask if they are needed

5/5
Usefulness
4/5
Ease of use
4/5
Value for money
4/5
Customer service
User profile picture

"Zendesk simplifies customer service!"

// Customer Service Representative at Secury

What do you like about Zendesk?

Multitasking Zendesk makes it easy to work with multiple tickets at the same time. Everything remains organized and is constantly updated, so information is not skipped. Also, it seems, there are more functions that I find every time I log into the system. If your basic need is to respond to customer support requests, then Zendesk is an excellent choice. If you are looking for a reliable help center, a phone bank or a CRM solution for your support team, this will not be the power of Zendesk.

What do you dislike about Zendesk?

There really is nothing to say. I think my only tiny complaint would be that there are so many available functions, this can be a little daunting at the beginning. But, as soon as you know what you're dealing with, it's incredibly powerful.

What have you been using it for and what problems did Zendesk solve?

We help the client with all the general questions and requests for emergencies. It is very useful that the support of Zendesk integrates with the CRM that we use, as well as with the integration of Jira, so our support team can see customer information and develop tickets along with the request.

5/5
Usefulness
4/5
Ease of use
4/5
Value for money
5/5
Customer service
User profile picture

"Zendesk is a must for good customer service"

// Sales Marketing Manager at Red Bull Distribution Company

What do you like about Zendesk?

The interface is clean, simple, and easy to use. At the same time, the app is comprehensive and offers all the features you need to run a customer service department of any size. Ease of system administration and set up. It's easy for administrators to set up and support Zendesk to meet the majority of business needs. Zendesk provides easy accessibility and quick support when we need them the most.

What do you dislike about Zendesk?

With the support ticket system, it would help if you got an e-mail letting you know a client responded. I always submit tickets as solved, that way when it is reopens, I get notified. More levels of admin access can be quite restraining.

What have you been using it for and what problems did Zendesk solve?

Zendesk is on the front line for our company. It helps us to manage our customer's tickets and chats with the company. Zendesk allows us to see the life cycle of a specific customer and all of the issues they have run into. We use the platform on our support team and across all customer-facing departments including sales and customer success.

4/5
Usefulness
5/5
Ease of use
4/5
Value for money
4/5
Customer service
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