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Zendesk

Cloud customer service software
(based on 46 reviews)
  • 59,710 followers
  • 32,792 fans

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Key Features

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free "light agents" (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Screenshots

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Overview

Zendesk is the leading cloud-based customer service software solution trusted by over 40,000 organizations worldwide. Companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction. Loved by both customer service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. Zendesk seamlessly integrates all of your support channels including email, web, chat, and social media.

Deploy to as many customer service agents as you need whether it's 5, 50, or 500. Zendesk has been deployed by companies with thousands of agents and with tens of thousands of tickets each day.

Read full description of Zendesk ↓

Specifications

Intended UsersFreelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices SupportedAndroid, iPhone-iPad, Linux, Mac, Open-source, RIM-BlackBerry, Web-based, Windows, Windows Phone
Supported CountriesAsia, Australia, Brazil, Canada, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom, United States
Supported LanguagesArabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
Supported PlatformsGoogle Apps, Microsoft Dynamics, NetSuite, Open API, Salesforce
Support OptionsFAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
CertificationsSafe Harbor, TRUSTe, Verisign
Categories· Customer Service · Online CRM · Call Center · Help Desk and Ticket Management · IT Service Desk · Social CRM · Customer Support · Feedback and Reviews Management · Issue Tracking · Online Community · Startup solutions

Pricing

Starting from: $1.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Starter Plan: $1 per agent/month with 3 agents
Regular Plan: $25 per agent/month
Plus Plan: $59 per agent/month
Enterprise Plan: $125 per agent/month
For a more information on Enterprise Elite, which is $195 per agent/month, visit http://www.zendesk.com/product/pricing

Benefits

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 100 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.



Verified
Reviewer

Bad pricing structure.

A verified reviewer4th of November 22:05

This is not business friendly. Pricing is way to high and they put this 1 dollar service that comes with nothing.

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Verified
Reviewer

Great idea, really bad....

Brad Sorock, Entrepreneur US/AU25th of June 18:34

I know the say 40,000 customers, but I question how many are happy. We're small, we manage under 10 websites that need unique customer service emails. We have a few agents, some need to see all sites, others just 1. We just wanted basic email tickets from inbound email, assign to the right person, reply, all syncs up... not too much to ask. We're about 4 months in, and its been a pretty horrible experience. While customer service does answer the phone at Zen, getting the same answer twice is rare. You basically need a PHD in Zen and very few, even at the company have it. I suppose a large company pays them to do it or has a dedicated IT Zen guy on it and gets his own PHD in Zendesk. But we're small (under $10M). I gave it 2 stars, as the staff is very nice, and eager to help. And they do claim they can do it. We're pretty savvy, and figure most things out. Zen got close, but really, they're not for the small company like us. I didn't like that they bait and switched us with free live chat, and 2 weeks after, they asked us to pay for it? odd. We were thinking of using the phone system, but I can't review that as we couldn't even get the email ticket system to work, so I just don't trust it. We lost thousands in sales with lost tickets. At one point, they had marked days of emails all as spam that were legitimate emails.

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Verified
Reviewer

friendly tool for our ticketing system

Rheadel Pamintuan, Technical Support II at Cloudstaff4th of June 00:46

Zendesk is a friendly tool for our ticketing system to support our clients and customers. I provided 5 stars for my rating because I don't have any issue using the application.

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Verified
Reviewer

Customer Support For The Modern Age:

David Guerrero, Director of Operations at Verso Networks27th of May 14:12

With the countless hours chasing tickets and maintenance's there is a new way to manage tickets. As a service provider and network engineer when it came time to determine what system to use for tracking customer support issues I knew there were a lot of choices. I looked into ticketing systems I have used in the past that require a lot of support and local maintenance and found a few light weight systems that I could install. I searched for ticketing systems and found a list that included Zendesk. Curious about the name I went to the website and in two clicks was signed up, set up, and ready to take tickets. Testing the system and running with “test” tickets, before I knew it I had set up my entire system for two ticketing systems and was ready for taking calls. My customers were going to be updated via emails directly and I received notices 24/7 of any tickets created. This fulfilled all of my current needs but I was looking for a robust option for the future when the business takes off and I have a few more agents working with me, or a hundred. This system has already proven that it can grow with my needs as I have just upgraded my services. We are more than satisfied with Zendesk and it support and training as well as its social media links, which helps us stay connected to our customers.

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Verified
Reviewer

Excellent Value for a Very Flexible and Extensible Platform

Kenny Schiff, Technologist, Entrepreneur and Founder of T2 Technical Services27th of May 12:43

Zendesk levels the playing field for smaller businesses who want to keep track of open issues through their lifecycle. Even at lesser subscription levels, one has access a very deep feature set that allows us to handle support like companies who are 100x our size. We had previously relied on Netsuite and before that Salesforce.com for our "ticketing" system and Zendesk has allowed us to shed significant cost, but retain a professional presence from a support perspective.

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Zendesk: Customer Service & Support Ticket System


Zendesk is a cloud-based customer service solution that is loved for its ease of use, efficiency, flexibility and low cost of ownership. The software is suitable for every industry sector that provides some kind of customer service.

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