Zendesk
Service-first CRM company that builds support & sales tools
4,3 /5 (2439 reviews) Write a Review!Zendesk Overview
What is Zendesk?
The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves businesses across hundreds of industries and across all company sizes, offering service and support in over 60 languages.
Zendesk Support is a help desk solution proven to increase customer satisfaction and agent productivity - at any scale. This all starts with the customer experience: meeting them where they are, on their terms, and collecting the right information. We intelligently route these requests to agents, providing them with the context and tools they need to resolve issues and build stronger relationships. And it works. On average, our customers achieve a 95% customer satisfaction score.
Within the Zendesk platform, Zendesk Chat enables support agents to manage and switch between multiple support cases at once via multiple channels including chat, phone calls, email, and social media messages. Using automated triggers, customers can be engaged at the moment support is needed, before they've asked their question. Live chat analytics provide measurable insight on customer satisfaction and agent performance, to help business ensure that their support services continuously improve.
Zendesk Overview
Pricing
Pricing options
Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.
Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).
Zendesk Features
Media
Zendesk Reviews
Zendesk Reviews
The best professional ticketing solution
I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
Need help from Zendesk? Forget it. Don't even bother.
Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
Love it - can't imagine a more reliable tool for handling emails
I was introduced to Zendesk as part of my onboarding training. Despite multiple functions and features, everything seemed clear and well-thought from the start. I can't imagine handling emails at work without Zendesk. It makes the job much easier and smoother. Absolutely love it.
Stay Away
Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.
Productivity and Efficient Support tool
We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software
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The best professional ticketing solution
Pros
I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
Cons
The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
Need help from Zendesk? Forget it. Don't even bother.
Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
Pros
The software functions nicely. It is very well put together. They make it easy to run a help desk.
Cons
The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
Love it - can't imagine a more reliable tool for handling emails
I was introduced to Zendesk as part of my onboarding training. Despite multiple functions and features, everything seemed clear and well-thought from the start. I can't imagine handling emails at work without Zendesk. It makes the job much easier and smoother. Absolutely love it.
Pros
Before I started my current job, I had no prior knowledge of this software. Everything seemed clear and transparent right from the start. Zendesk makes handling thousands of messages on a daily basis feasible and coherent. It helps keep track of several ongoing issues at the same time while keeping everything clear and accessible.
Cons
Not much to say here. In approximately 1.5 year of using Zendesk only two times a major server that prevented any work occurred. However, both instances were fixed in a swift manner.
Stay Away
Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.
Pros
At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.
Cons
Their chat software will consume the life out of your website performance.
Productivity and Efficient Support tool
We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software
Pros
The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.
Cons
Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.
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Zendesk Pricing
Zendesk Pricing
Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.
Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).
Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available.
Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).
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Zendesk Features
Zendesk Features
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Categories
Categories
Additional information for Zendesk
Additional information for Zendesk
Key features of Zendesk
- Answer Bot
- Audit logs
- Branded customer-facing web interface
- Community forums
- Custom business rules (triggers & automations)
- Custom roles & permissions
- Email compliance archive
- Export ticket views to CSV
- Flexible ticket management with automated workflow
- Full CSS rebranding
- Group rules and macros
- Multi locale (timezone and languages)
- Multi-brand support with linked accounts
- Multi-channel support: email, web, phone, chat, social media
- Multiple ticket forms
- Open API
- Over 100 out-of-the-box integrations with 3rd party apps
- Overview dashboard
- Public and private forums
- REST API
- Real time updates
- Robust reporting & advanced analytics
- SLA management
- SSO with Twitter, Facebook, Google and SAML
- Salesforce & SugarCRM integrations
- Screencasting
- Self service help center
- Support performance dashboards
- Web widget
Benefits
The fastest way to great customer support. Rapid setup and deployment.
Increase and improve the quality of customers interactions.
Support your customers across any communication channel including web, email, chat, and social media.
Improve support team productivity and morale. Our customers love us!
Powerful reporting and advanced analytics including 20+ ready to use reports and dashboards.
Quick and easy adoption - no training required. Easy to onboard new agents.
Seamlessly integrate with existing business systems and software using our open API.
Over 700 out-of-the-box integrations with business software such as Salesforce, Google Apps, Atlassian, FreshBooks, and WordPress.
Low TCO and month-to-month payment options.
Secure, reliable, and scalable solution that will meet the demands of your growing business.
World class customer service from our team of highly-skilled customer advocates.
Zendesk FAQs
Zendesk FAQs
Below are some frequently asked questions for Zendesk.
Q. What type of pricing plans does Zendesk offer?
Zendesk offers the following pricing plans:
Starting from: US$5,00/month
Pricing model: Subscription
Free Trial: Available
Pricing for Zendesk Support starts at $5 per agent, and scales across five pricing plans: Essential, Team, Professional, Enterprise, and Elite. A free trial is available. Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly) Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly). Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly). Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly). Elite: $199/agent/month (billed annually).
Q. What are the main features of Zendesk?
Zendesk offers the following features:
- Answer Bot
- Audit logs
- Branded customer-facing web interface
- Community forums
- Custom business rules (triggers & automations)
- Custom roles & permissions
- Email compliance archive
- Export ticket views to CSV
- Flexible ticket management with automated workflow
- Full CSS rebranding
- Group rules and macros
- Multi locale (timezone and languages)
- Multi-brand support with linked accounts
- Multi-channel support: email, web, phone, chat, social media
- Multiple ticket forms
- Open API
- Over 100 out-of-the-box integrations with 3rd party apps
- Overview dashboard
- Public and private forums
- REST API
- Real time updates
- Robust reporting & advanced analytics
- SLA management
- SSO with Twitter, Facebook, Google and SAML
- Salesforce & SugarCRM integrations
- Screencasting
- Self service help center
- Support performance dashboards
- Web widget
Q. Who are the typical users of Zendesk?
Zendesk has the following typical customers:
Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business
Q. What languages does Zendesk support?
Zendesk supports the following languages:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
Q. Does Zendesk support mobile devices?
Zendesk supports the following devices:
Android, iPhone, iPad
Q. What other apps does Zendesk integrate with?
Zendesk integrates with the following applications:
123FormBuilder, Clarizen, ClickDesk, Get Satisfaction, InsightSquared, Planview PPM Pro, Podio, SolarWinds Service Desk, Vivocha, Yonyx
Q. What level of support does Zendesk offer?
Zendesk offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.