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 businesses across hundreds of industries and across 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.

Within the Zendesk platform, Zendesk 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.

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

Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others, 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.
View 7 more
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: 178

  • 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
  • Forms Management
  • Full Text Search
  • Gamification Software
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management Software
  • 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
  • Reporting/Analytics
  • 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

LiveAgent

4.7
#1 Alternative to Zendesk
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Zoho Desk

4.5
#2 Alternative to Zendesk
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key...

Salesforce Service Cloud

4.4
#3 Alternative to Zendesk
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Bitrix24

4
#4 Alternative to Zendesk
Bitrix24 is a free cloud & open source collaboration platform providing CRM, document management, tasking, time...

Reviews

Overall rating

4.4 /5
(2,671)
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?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 2,671
Christiane D.
Overall rating
  • Industry: Financial Services Software
  • Company size: 501-1,000 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

A lot of features and fast and easy to use ticket system

Reviewed on 28/02/2021

Zendesk is the most customizable ticket system in the market, a lot of features that can help to...

Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers.

It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information,

Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons

It can be very complex/difficult at certain point due all the features that they offer.

Alternatives Considered

HelpDesk and LiveChat

Reasons for Choosing Zendesk

Because we were trying to find a more customizable option :)

Switched From

Salesforce Sales Cloud
Ted F.
Overall rating
  • Industry: Mining & Metals
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Need help from Zendesk? Forget it. Don't even bother.

Reviewed on 31/01/2020

Horrible. I only use this software because it would be a hassle porting all existing tickets over...

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.

Alternatives Considered

Freshservice

Reasons for Choosing Zendesk

A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.

Switched From

Freshdesk

Reasons for Switching to Zendesk

Features
Tyler S.
Overall rating
  • Industry: Computer Software
  • Company size: 5,001-10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Great option for customer service agents.

Reviewed on 24/08/2021

Overall, I enjoy using Zendesk. It's a great way to interact with your customers and I wouldn't...

Overall, I enjoy using Zendesk. It's a great way to interact with your customers and I wouldn't hesitate to recommend it as an option.

Pros

Zendesk is a fairly simple to use platform for customer support. It's easy to keep track of tickets that come in and respond via email, and the chat function works well too. Being able to set an autoresponder is great for when the team is away.

Cons

I felt like the interface was a little clunky, and it was a little awkward needing to jump around to different pages. Sometimes it was a little ambiguous whether you were actually logged out of chat or not.

Verified Reviewer
Overall rating
  • Industry: Financial Services Software
  • 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 0.0 /10

Stay Away

Reviewed on 05/05/2020

Customer support is terrible, they do have an unqualified customer success team. We requested a...

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.

Alternatives Considered

Freshdesk
Sarah Y.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Zendesk Makes Support Easy

Reviewed on 30/06/2021

Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk...

Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system.

Pros

Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.

Cons

There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.

Alternatives Considered

HubSpot CRM and Front

Reasons for Choosing Zendesk

Front was not as intuitive as Zendesk. Front it also an email management system and does not support the needs of a ticket-based support team.

Switched From

Front
Showing 5 reviews of 2,671 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

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, 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, Magento Commerce, 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.