What Is Zendesk?

Zendesk is the only complete customer service solution, that is both easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster.

Who Uses Zendesk?

Over 160,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

Where can Zendesk be deployed?

Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

Zendesk videos and images

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Features of Zendesk

  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Cataloging/Categorization
  • Change Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configuration Management
  • Content Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • For iPad Devices
  • Full Text Search
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-time Consumer-facing Chat
  • Release Management
  • Reporting & Statistics
  • Revenue Management
  • Routing
  • SMS Messaging
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Voice Customization
  • Voice Mail
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

Zendesk Alternatives

Chat tool for connecting with customers through a mobile app or on your website. Supports chat history and performance analytics.
Tidio is a customer service platform that enables you to provide superb customer support and generate sales with live chat & chatbots. Learn more about Tidio
Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation Learn more about Freshservice
Deliver mission critical service faster with Incident Management
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
Sprinklr is an enterprise-grade, software platform built to manage customer experiences at scale.
Front is more than a communication hub — it’s how 7500+ companies build lasting business relationships. Learn more about Front
Delightful and powerful business phone for professionals, teams, and companies.
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
Help Scout is a web-based help desk designed for a great customer experience.
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth. Learn more about Jira
Over 100,000 customers in more than 120 countries use HubSpot's award-winning software to attract, engage and delight their customers. Learn more about HubSpot Marketing Hub
UserVoice collects and organizes feedback from multiple sources to provide a clear, actionable view of user feedback.

Reviews of Zendesk

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
David P.
David P.
Help Desk in Mexico
Verified LinkedIn User
Food & Beverages, 51-200 Employees
Used the Software for: 1-5 months
Reviewer Source

Making the easy complicated

5 4 days ago New

Comments: I was introduced to Zendesk an one of my jobs and it was stesful having to rename basic things and fuctions the zendesk way. It was powerful and colorful though.

Pros:

It was colorful, powerful and visualy attractive

Cons:

At first it made me feel that I was about to learn something completly new and ended up being the same thing we do with other more affordable platforms but with more complicated ways this time.

Devyani S.
Devyani S.
Customer Relationship Associate in India
Verified LinkedIn User
Banking, 5,001-10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Overall good and feature rich customer helpdesk application but not for early startups

4 2 months ago New

Comments: Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Pros:

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Cons:

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need.

Davide C.
IT developer in Italy
Information Technology & Services, 11-50 Employees
Used the Software for: 1+ year
Reviewer Source

Zendesk...Good but....

3 last month New

Pros:

The ability to manage all reports from various customers

Cons:

The management of the hourly balance at the end of the month, management of too much complicity of the SLAs, management of confusing information

Steve A.
Database technician in US
Computer Software, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Good overall system for customer ticket management

4 2 months ago

Comments: Overall it has worked pretty well. On the user end, it's been marginally better than Front, but the reporting and integration functions have been better. It's way better than using a regular email program like Outlook.

Pros:

What I like most about the software is the easy to set up automations. Overall it's easy to use for ticket management and response.

Cons:

What I like least is the lack of auto refreshing. Sometimes views would auto refresh but sometimes not, and it would usually take a while if they did. Also, the tag and macro systems are a bit clunky to use.

Andrea G.
Andrea G.
CMO & Co-founder in Italy
Verified LinkedIn User
Consumer Electronics, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A powerful software, but with limitation if you don't upgrade

4 3 weeks ago New

Pros:

Zendesk is reliable and very intuitive. It has a lot of integration that simplify your work if you are using a lot of tools with your business

Cons:

The basic plan has some limitations that make Zendesk less competitive compared to other solutions