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
  • 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
  • Contact Management
  • Content Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Support
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • For Insurance Industry
  • For iPad Devices
  • Full Text Search
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Recording
  • 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
  • Reporting/Analytics
  • Revenue Management
  • Routing
  • SMS Messaging
  • Sales Pipeline Management
  • Self Service Portal
  • 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
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

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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
Muhammad Daud
Muhammad Daud
IT Manager in UK
Verified LinkedIn User
Financial Services, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great platform for support and ticketing

5.0 2 months ago New

Comments: Overall Zendesk is easy to use, interface and options are quite straight forward, response is quicker and easy to manage the logs/requests/tickets and users

Pros:

I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.

Cons:

Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.

Brandon R
Brandon R
Software Engineer in US
Verified LinkedIn User
Wireless, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Query history management and aggregation by tags (content) can be done easily

4.0 3 weeks ago New

Comments: Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Pros:

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

Cons:

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.

Verified Reviewer
Partner in Brazil
Verified LinkedIn User
Financial Services, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Category defining solution

3.0 4 weeks ago New

Pros:

It is an awesome product and easy to train people to work on

Cons:

It gets pretty expensive quite fast once you start demanding more features and onboarding new users

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

We've reduced customer service handling time with Zendesk

4.0 2 months ago

Comments: Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack.

Pros:

I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.

Cons:

The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.

Denise
Denise
Marketing Specialist in US
Verified LinkedIn User
Marketing & Advertising, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

This helps us to better serve our customers

4.0 2 months ago

Comments: We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.

Pros:

There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.

Cons:

New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.