4 / 5 796 reviews

Who Uses This Software?

From start ups to Fortune 500 companies, over 200,000+ customers trust Zendesk with their customer support needs.

Average Ratings

796 reviews
  • 4 / 5
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service
  • 4 / 5
  • 4 / 5
    Value for Money

Product Details

  • Starting Price
  • Pricing Details
    Please look at our pricing on the website for more details
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • Zendesk
  • https://www.zendesk.co.uk

About This Software

Zendesk builds help desk software for better customer relationships. Our products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction.

  • Agent Scheduling
  • Alerts / Escalation
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • Automatic Customer Notices
  • Availability Management
  • Billing & Invoicing
  • Blended Call Center
  • CMDB
  • Call Logging
  • Call Me Option
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Case Management
  • Cataloging / Categorization
  • Change Management
  • Co-Browsing
  • Collaboration
  • Community Forums
  • Complaint Classification
  • Complaint Monitoring
  • Configuration Management
  • Content Management
  • Contract / SLA Management
  • Contract Management
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Dashboard
  • Data Management
  • Discussion Boards
  • Document Management
  • Escalation Management
  • FAQ
  • Feedback Management
  • Forms Management
  • Full Text Search
  • Geo Targeting
  • Guided Problem Solving
  • Help Desk
  • Historical Audit
  • IT Asset Management
  • IT Service Desk
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox / Queue Management
  • Incident Management
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base
  • Knowledge Database
  • Known Issue Management
  • Live Chat
  • Manual Dialer
  • Mobile Access
  • Multiple Brands / Products
  • Offline Form
  • Outbound Call Center
  • Persistent Chat
  • Predictive Dialer
  • Premise-Based Call Center
  • Proactive Invitations
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance Management
  • Quality Management
  • Queue Manager
  • Recurring Issues
  • Release Management
  • Remote Control
  • Rich Text Editor
  • Routing
  • SLA Management
  • Scheduling
  • Self Service Portal
  • Self-Learning
  • Shortcut Messages
  • Social Media Monitoring
  • Survey Management
  • Surveys & Feedback
  • Task Management
  • Ticket Management
  • Transfers / Routing
  • Trouble Ticketing
  • Video Chat
  • Virtual Call Center
  • Visitor Targeting
  • White Label Branding
  • Work Order Management

Zendesk Latest Reviews

Automatically translated. Show original review

Clean and user friendly!

5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Value for Money

Comments: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.

Pros: My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

Cons: I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

Automatically translated. Show original review

They used to be good

3 / 5
Ease of Use
1 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money

Comments: We have had ZenDesk for almost 4 years now. The value is good for what you pay for but they continue to make very bad changes without telling you. Functionality disappears and they have always lacked some key metrics for reporting.

Pros: I can add custom fields, Automate workflow, limit access to fields based on permissions. They have an interface for the iphone and it integrates to their bug tracker. Our customers have their own portal for access and I used to be able to create reports, charts and dashboards.

Cons: Things come and go in the UI. Most recently they removed what they call support for fiscal years. In reality you cant create any report or dashboard with data that exceeds 180 days. So now all mine are missing data from earlier. Their solution is to export everything to excel and combine it there. Of course I could create reports going back 4 years in 180 day chunks but not much point of not in one place. They have a new user interface that is coming out which actually make navigating the software slower. They removed a the menu header that let you jump around in the software in favor of tiered droplists to move around. One key piece that has always been missing is the ability to put the tickets age into a report, Seems like basic stuff. Also, their customer support typically takes a day to respond of they respond at all.