Zendesk

Service-first CRM company that builds support & sales tools

About 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 over 165,000 businesses across hundreds of industries and all company sizes, offering service and support in over 60 languages.

Zendesk offers the industry leading customer support solution. On average, it increases 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.

Zendesk enables support agents to manage conversations with customers across all channels, in one consolidated Agent Workspace. 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 businesses ensure that their support services continuously improve.

Pricing starting from:

$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Zendesk

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.

Devices

Business size

S M L

Markets

Austria, Australia, Belgium, Brazil, Canada, Switzerland, China, Germany, Denmark, Spain, France, United Kingdom, Hong Kong SAR China, Ireland, India, Italy, Japan, Mexico, Netherlands, New Zealand, Philippines, Sweden, Singapore, Taiwan, United States

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, zh-hant

Pricing starting from:

$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

Zendesk Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.
Zendesk Software - Keep a pulse on agent performance with easy to view and navigate dashboards
Zendesk Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics.
Zendesk Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.
Zendesk Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.
Zendesk Software - Easily collaborate with other teams to get involved in solving customer questions.
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Zendesk video
Zendesk Software - Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent. Zendesk Software - Keep a pulse on agent performance with easy to view and navigate dashboards Zendesk Software - Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Zendesk Software - Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them. Zendesk Software - Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info. Zendesk Software - Easily collaborate with other teams to get involved in solving customer questions.

Features

Total features of Zendesk: 179

  • 360 Degree Feedback Software
  • AB Testing
  • API
  • Account Alerts
  • Account Management Software
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking Software
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB Software
  • CRM Software
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management Software
  • Canned Responses
  • Capacity Management
  • Case Management Software
  • Cataloging/Categorization
  • Change Management Software
  • Chat/Messaging
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Content Creation
  • Content Management System (CMS) Software
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Software
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management Software
  • Email Templates
  • Email Tracking Software
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • Filtering
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification Software
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management Software
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding Software
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization and Behavioral Targeting Software
  • Phone Key Input
  • Predictive Analytics Software
  • Predictive Dialer Software
  • Print Management Software
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management Software
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Revenue Management Software
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing Software
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On Software
  • Social Media Integration
  • Social Media Monitoring Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Template Management
  • Text Analysis Software
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Voice Customization
  • Voice Mail
  • Website Visitor Tracking
  • Widgets
  • Win / Loss Analysis
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Freshdesk

4.5
#1 Alternative to Zendesk
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Intercom

4.5
#2 Alternative to Zendesk
Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-...

LiveChat

4.6
#3 Alternative to Zendesk
LiveChat: Loved worldwide! Used by over 27,000 companies! Delivering answers to questions from the customers on the...

Salesforce Sales Cloud

4.4
#4 Alternative to Zendesk
Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. Sales Cloud...

Reviews

Overall rating

4.4 /5
(2,717)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.3/5
Customer Support Software
4.2/5

Already have Zendesk?

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Showing 5 reviews of 2,717
Brian H.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Gives the features you need

Reviewed on 17/11/2021

From my perspective, its great at what it is supposed to be - a very easy to use and simple...

From my perspective, its great at what it is supposed to be - a very easy to use and simple ticketing system. The API is straight forward and has most of the fields represented on the main Zendesk ticket screens. Overall, it is cheaper than Freshdesk and I feel like it accomplishes what we need it to for the most part.

Pros

Zendesk user experience is simple to navigate and has a modern look and feel. The thing I like the most is the simple navigation, great use of colors where needed, and the ticket history.

Cons

The client portal (Guide) offers a lot of great features but one that is lacking would be showing custom fields to end users in a list form (allowing end users to search and organize their ticket list). One of our particular scenarios is needing this feature and due to it missing, have had to rely on other 3rd party services to surface up that information in a searchable form.

Kieran K.
Overall rating
  • Industry: Events Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

All in one solution

Reviewed on 27/11/2021

Easy implementation
Gradually expanded to other features
Still need better tracking

Easy implementation
Gradually expanded to other features
Still need better tracking

Pros

Replaced a number of systems and allows for tracking history across mediums

Cons

Slow to use when many apps and integrations configured

Alternatives Considered

Freshdesk

Reasons for Choosing Zendesk

Combine calls tickets and tutorials in one

Switched From

ScreenSteps and UserVoice
Alexander M.
Overall rating
  • Industry: Computer Software
  • Company size: 501-1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 3.0 /10

Busy UI, Lacking Knowledge Base Integration

Reviewed on 23/11/2021

For a very basic CRM it's fine, but get to an organization with any real scale, and I think...

For a very basic CRM it's fine, but get to an organization with any real scale, and I think Salesforce Service Cloud is a much more compelling option. There seems to be little to no capability in Zendesk to really build custom applications + flows to support business processes. So you end up trying to fit a round peg in a square hole.

Pros

- I think what they try for is simplicity, but I don't think it succeeds very well.
- UI is relatively reactive and speedy.

Cons

- Overly busy user interface.
- Lack of customization for views.
- Poor integration with knowledge base
- Interface for viewing parent accounts + child accounts of those accounts just doesn't make sense, it isn't intuitive.

Oscar A.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Zendesk = Great help desk

Reviewed on 27/09/2021

We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2...

We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Pros

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets.
For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Cons

The licensing scheme could improve.
In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Alternatives Considered

Zoho Desk

Reasons for Switching to Zendesk

We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.
Andre R.
Overall rating
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Easy to implement, easy to use customer services one stop shop

Reviewed on 28/12/2021

Zendesk tackled all requirements for us when starting with it. We were on the lookout for easy to...

Zendesk tackled all requirements for us when starting with it. We were on the lookout for easy to use software that would allow ticket management as well as a help portal for our customers. We required little assistance to get it set up.

Pros

Zendesk is great to be able to easily log, handle and resolve tickets, embed CSAT and integrate with core systems such as salesforce and JIRA. Easy to deploy, easy to customize, rolled out in just a few months.

Cons

I wish Zendesk would have a better method of dealing with organizations and users. Not only in reporting but basically in the administration of it. In our organization, it leads to a lot of noise and data quality issues.

Showing 5 reviews of 2,717 Read all reviews

Zendesk FAQs

Below are some frequently asked questions for Zendesk.

Zendesk offers the following pricing plans:

  • Starting from: $19.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 per agent/month. Free trial available.

Zendesk has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Zendesk supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, zh-hant

Zendesk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Zendesk integrates with the following applications:

123FormBuilder, 3CLogic, 8x8 Virtual Office, AWeber, ActiveCampaign, Adobe Commerce, Agile CRM, Agile Central, Aha!, Aircall, Akita, Algolia, Ameyo, Amity, Asset Panda, Automate.io, Autotask PSA, Azuqua, Beanstalk, Bedrock Data, Benchmark Email, BigCommerce, Bitium, Bloomfire, Box, Breeze, Brushfire, Built.io Flow, CA Flowdock, Calendly, Callmaker, Capsule, ChargeDesk, ChargeOver, Chargebee, Chargify, ChartMogul, CheckMarket, Cirrus Insight, ClicData, ClickDesk, ClickHelp, Close, CloudAgent, CloudApp, CollabSpot, ConnectWise Control, Crisp, Customer Thermometer, Cyclr, Cyfe, DataHero, Databox, Device42, Dialpad, Dropbox Business, Drupal, Ducksboard, EZ Texting, EZOfficeInventory, Easy Insight, Emma, Facebook for Business, Falcon.io, Five9, Flowlu, Formstack Forms, FreshBooks, Freshdesk, FullContact, Gainsight CS, Geckoboard, Genesys Cloud CX, Get Satisfaction, GetResponse, GoToAssist, Google Analytics, HappyFox Chat, Harvest, Helpjuice, Helpshift, Hexnode UEM, Higher Logic, Highrise, Hippo Video, Hootsuite, HubSpot CRM, Hubstaff, Humanity, Igloo, Inbenta, Instabug, Instagram, Intercom, Jira, Jitterbit, Joomla, Keap, Kixie PowerCall, Klaviyo, Kudos, Leftronic, Lessonly, LiveChat, LiveOps, LogMeIn Rescue, LoginRadius, Mailchimp, ManageEngine ADManager Plus, ManageEngine Desktop Central, Maropost Commerce Cloud, MeisterTask, Membrain, MessageBird, Microsoft Excel, Microsoft Outlook, Mixpanel, Moxtra, MyFeelBack, NICE CXone, Nectar Desk, Nextiva, Nicereply, Notion, Nutshell, Okta, Olark, OneLogin, Operations Hub, OpsGenie, OroCRM, Ottspotta, OutSystems, PagerDuty, PandaDoc, Pendo, Pipedrive, Pivotal Tracker, Planview PPM Pro, Playvox, Plecto, Podio, Preact, PrestaShop, ProProfs Knowledge Base, Productboard, Projector PSA, Qordoba, QuickBooks Online Advanced, Quip, Quiq Messaging, Receptive, Redmine, SABIO, SAP Business One, SAP Litmos, Sailthru, SalesSeek, Salesforce Sales Cloud, ScreenSteps, Segment, Setmore, Sharpen, Shopify, Skilljar Customer Education, Skyvia, Slack, Slemma, Smartling, Smartlook, Smartsheet, Smooch, SnapEngage, SolarWinds Service Desk, Solve CRM, Spinify, SpiraTeam, Sprinklr, Sprout Social, SugarCRM, SuperReceptionist, SupportSync, SurveyLab, Swiftype, TMetric, Talkdesk, TeamViewer, Teamgate, Teamwork, Time Doctor, TimeCamp, TimeLog, Totango, Transifex, Tray.io, Trello, Truly, Trustpilot, Twilio, UserVoice, Userlike, Usermind, Usersnap, Vanilla, Velaro, VeriShow, Vidyard, Virtual Observer, Vivocha, WHMCS, WISE io, Webex Experience Management, Wistia, WooCommerce, Woopra, WordPress, Workato, WorkflowMax, XCALLY, Yammer, Yext, Yodiz, Yonyx, Yotpo, Zapier, Zen Cart, ZenDesk Chat, Zendesk Sell, Zingtree, Zoho Analytics, Zoho Assist, Zoho Books, Zoho CRM, Zoho Inventory, Zoho Invoice, Zoho Subscriptions, Zoom Meetings, amoCRM, elevio, eyeson, iorad, iridize, kintone, miniOrange, xMatters

Zendesk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Zendesk.