Who Uses Zendesk?

From start ups to Fortune 500 companies, over 200,000+ customers trust Zendesk with their customer support needs.

What Is Zendesk?

Zendesk is the leading cloud-based help desk software built for better customer relationships. Improve your customer satisfaction. Support your customers on any channel: text SMS, web, mobile app, phone, email, social media. Equip your agents with AI powered workflows. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction.

Zendesk Details

Zendesk

https://www.zendesk.com

Founded 2007

Zendesk Pricing Overview

Zendesk does not have a free version but does offer a free trial. Zendesk paid version starts at US$5.00/month.

Starting Price

US$5.00/month
See pricing details

Pricing Details

Please contact Zendesk for complete pricing details.

Free Version

No

Free Trial

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Zendesk Features

Call Centre Software
Blended Call Centre
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
Inbound Call Centre
Interactive Voice Response (IVR)
Manual Dialer
Outbound Call Centre
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Batch Communications
Chat / Messaging
Content Management
Email Distribution
Interactive Content
Multi-Channel Communication
On-Demand Communications
Personalisation
Print Management
Template Management
Video Content
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management
Alerts / Escalation
Appointment Management
Call Centre Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Account Alerts
Account Management
Communication Management
Customer Engagement
Customer Lifecycle Management
Health Score
Onboarding
Revenue Management
Usage Tracking/Analytics
Win / Loss Analysis
Alerts / Escalation
Automated Routing
Customisable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalogue
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Call Centre
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customisation
Voice Mail
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloguing/Categorisation
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Canned Responses
Customisable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

Zendesk Reviews for UK Users

Showing 5 of 2,376 reviews

Overall
4.3/5
Ease of Use
4.3/5
Customer Service
4.3/5
Features
4.3/5
Value for Money
4.1/5
Ashley E.
Support engineer
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 11/04/2020

"The best professional ticketing solution"

Comments: I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.

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.

  • Reviewer Source 
  • Reviewed on 11/04/2020
Ted F.
Production Support Coordinator & IT Specialist
Mining & Metals, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    1/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 31/01/2020

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

Comments: 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.

  • Reviewer Source 
  • Reviewed on 31/01/2020
Verified Reviewer
Technical Support Specialist
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 26/05/2020

"The CRM your company needs"

Comments: I love Zendesk. I suggest it to everyone to use. It's not robust like Salesforce but worth the investment.

Pros: The product is so easy to use. You can integrate any software to it to make your support processing streamlined and simple. We integrated JIRA, Slack, Gmail and TalkDesk. Zendesk also allows you to create a knowledge base within the system.

Cons: Setting up automations can be difficult, but rewarding once you have the process down. Also, searching for previous tickets for reference can be tedious and all over the place.

  • Reviewer Source 
  • Reviewed on 26/05/2020
Jason B.
Owner
Computer & Network Security, Self Employed
Used the Software for: 1+ year
  • Overall Rating
    1/5
  • Ease of Use
    1/5
  • Features & Functionality
    1/5
  • Customer Support
    1/5
  • Value for Money
    1/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 05/03/2020

"Beware of shady renewal practices"

Comments: Frankly I set this up and rarely used it, all it did was basically get used an email filter for my support email address, I take some blame on never implementing it to its potential but it didn't have the integrations I needed to be truly useful. So I sort of forgot about the account being open. I say a pending charge on my CC and went online and canceled the service immediately, that was Feb 27th. The final change didn't clear my credit card until the the 29th.

Pros: Has a decent user interface, handles HTML emails better than most.

Cons: Auto-renewed for another year, cancelled immediately, and refused refund. Didn't realize my account was on auto-renew, in fact I thought I had purposely turned that off, but I'm guessing in retrospect, they probably don't even have a way to turn auto renew off even if you want to, I guess you have to request cancellation in writing 30 days in advance, which seems stupid for a SaaS. They also do not provide any advance notice that your account is about to renew and that you will be billed again soon. The moment I saw the charge hit my Credit Card, I cancelled the account and requested a refund, and this was for an expensive annual subscription. They sent a canned response, outlining some hidden line in the huge terms of service that no one reads, that basically says they don't offer refunds for any reason. They obviously don't notify people of upcoming renewals as a way to insure they can get one last pay day out of people that probably don't want to use the service anymore, which just seems like a completely underhanded and evil way of doing business. I work in a space, where I could potentially steer business their way from clients looking for their type of service (even though it wasn't the right fit for me), but no way in hell I will ever recommend them to anyone now, in fact I'll be spending the next few hours leaving negative reviews everywhere that I can and placing a complaint with the Better Business Bureau.

  • Reviewer Source 
  • Reviewed on 05/03/2020
Alisa R.
Client Success Manager
Consumer Services, 13-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    3/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 06/09/2019

"Zendesk is Functional: Customer Service...not so much"

Comments: Overall, my experience has been good. It's a popular platform for a reason as it contains popular features such as reporting and analytics, easy transfers, and visitor history.

Pros: I really like their chat. It gives customers the ability to rate their support and our support representatives can request that feedback as well. I also like the variety of notifications. One is just downright cute (it's like a cow mooing). My reps easily transitioned to using this chat as we made the move from another platform.

Cons: Not that it matters a whole lot, but the UI isn't aesthetically pleasing. Also, and ironically, their customer support could use some work. I often have to reach out a second or third time to get attention.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 06/09/2019