About Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk Software - Zendesk Suite create new articles
Zendesk Software - Zendesk Suite dashboard
Zendesk Software - Zendesk Suite ticket management
Zendesk Software - Zendesk Suite create new articles - thumbnail
Zendesk Software - Zendesk Suite dashboard - thumbnail
Zendesk Software - Zendesk Suite ticket management - thumbnail

Zendesk pricing

Zendesk does not have a free version but does offer a free trial. Zendesk paid version starts at US$19.00/month.

Starting Price:
US$19.00/month See pricing details
Pricing Details:
Support only pricing starts at $19 per agent/month. Suite pricing starts at $49 per agent/month. Free trial available. View Pricing Plans
Free Version:
No
Free trial:
Yes

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Zendesk Reviews for UK Users

Feature rating

Value for Money
4
Functionality
4.5
Ease of Use
4.5
Customer Support
4
5 reviews of 2,715 View all reviews
Brian H.
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
3
Ease of Use
5
Customer Support
0

5
Reviewed on 17/11/2021

Gives the features you need

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.
  • Industry: Events Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
3

4
Reviewed on 27/11/2021

All in one solution

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

UserVoice
Alexander M.
  • Industry: Computer Software
  • Company size: 501-1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
1
Ease of Use
3
Customer Support
0

2
Reviewed on 23/11/2021

Busy UI, Lacking Knowledge Base Integration

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.
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 27/09/2021

Zendesk = Great help desk

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.
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 28/12/2021

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

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.

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