What is Zendesk?

Zendesk is the only complete customer service solution, that is both easy to use and scales with your business. On average, companies using Zendesk increase 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.

Who Uses Zendesk?

Over 160,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

Where can Zendesk be deployed?

Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

Zendesk pricing

Starting Price:

US$19.00/month
  • Yes, has free trial
  • No free version

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

Pricing plans get a free trial

About the vendor

  • Zendesk
  • Located in San Francisco, US
  • Founded in 2007
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Belgium, Brazil, Canada and 20 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 21 others

Zendesk videos and images

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Features of Zendesk

  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • CMDB
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configuration Management
  • Content Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Discussions / Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Event Triggered Actions
  • Feedback Management
  • For iPad Devices
  • Full Text Search
  • Geotargeting
  • Health Score
  • Help Desk Management
  • IVR / Voice Recognition
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • Onboarding
  • Performance Metrics
  • Personalisation
  • Phone Key Input
  • Prioritisation
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real-time Consumer-facing Chat
  • Release Management
  • Reporting & Statistics
  • Revenue Management
  • Routing
  • SMS Messaging
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Voice Customisation
  • Voice Mail
  • Website Visitor Tracking
  • Widgets
  • Workflow Configuration
  • Workflow Management

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Reviews of Zendesk

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
David P.
David P.
Help Desk in Mexico
Verified LinkedIn User
Food & Beverages, 51-200 Employees
Used the Software for: 1-5 months
Reviewer Source

Making the easy complicated

5 4 days ago New

Comments: I was introduced to Zendesk an one of my jobs and it was stesful having to rename basic things and fuctions the zendesk way. It was powerful and colorful though.

Pros:

It was colorful, powerful and visualy attractive

Cons:

At first it made me feel that I was about to learn something completly new and ended up being the same thing we do with other more affordable platforms but with more complicated ways this time.

Devyani S.
Devyani S.
Customer Relationship Associate in India
Verified LinkedIn User
Banking, 5,001-10,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Overall good and feature rich customer helpdesk application but not for early startups

4 2 months ago New

Comments: Overall zendesk is great helpdesk and provide multiple features that an enterprise need to handle huge customer base and track tickets and complaints on the go. They should think of support system in mobile app too. Also I am not much satisfied with their customer support as they couldn't resolve many of the issues like reviving a lost ticket forms due to mistakenly closed issues.

Pros:

Their cloud application is really good and provide satisfactory uptime, makes our work more seamless while live chat with clients to solve a specific issue. Automation of ticketing mechanism is the best thing for me and my team, whenever ticket get generated it sends a mail to customer and when its get resolved or closed it again send automated mail to inform customer. And also I liked the quick addition of new manager or technician to the system without making much big changes in dashboard.

Cons:

Even I liked the features and automation, I have spent hours to learn the system as their dashboard is not so user friendly. For an early startup cost of this application is too high as there are features that they might not need.

Alternatives Considered: tawk.to, Freshdesk and Zoho Desk

Reasons for Switching to Zendesk: We might switch to other application if zendesk don't have automation and call center management systems. Other application have those features but up to mark or not that much customizable as in zendesk.

Davide C.
IT developer in Italy
Information Technology & Services, 11-50 Employees
Used the Software for: 1+ year
Reviewer Source

Zendesk...Good but....

3 last month New

Pros:

The ability to manage all reports from various customers

Cons:

The management of the hourly balance at the end of the month, management of too much complicity of the SLAs, management of confusing information

Steve A.
Database technician in US
Computer Software, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Good overall system for customer ticket management

4 2 months ago

Comments: Overall it has worked pretty well. On the user end, it's been marginally better than Front, but the reporting and integration functions have been better. It's way better than using a regular email program like Outlook.

Pros:

What I like most about the software is the easy to set up automations. Overall it's easy to use for ticket management and response.

Cons:

What I like least is the lack of auto refreshing. Sometimes views would auto refresh but sometimes not, and it would usually take a while if they did. Also, the tag and macro systems are a bit clunky to use.

Andrea G.
Andrea G.
CMO & Co-founder in Italy
Verified LinkedIn User
Consumer Electronics, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

A powerful software, but with limitation if you don't upgrade

4 3 weeks ago New

Pros:

Zendesk is reliable and very intuitive. It has a lot of integration that simplify your work if you are using a lot of tools with your business

Cons:

The basic plan has some limitations that make Zendesk less competitive compared to other solutions

Alternatives Considered: Freshdesk