Reviews, Opinions & Ratings for Zendesk
Review score breakdown for Zendesk
|Star rating||Number of users|
Review stats for Zendesk
|Highest rating:||(5) 9|
|Lowest rating:||(3) 1|
|Last review:||18 February 2013|
|First review:||24 October 2011|
Read all our reviews for Zendesk
Review by Adam (18th of February)
Zendesk is a good service. I recommend it to everyone ;-)
Zendesk - powerful, elegant, and fun to use
Review by Brent O'Pry (16th of February)
Zendesk has many tools and customizations that can help any company provide world class customer service. While it is very powerful and robust, it is easy to implement and learn. Show your customers how much you appreciate them. Get Zendesk now!
What else do I need to say? Zendesk is what i chose for my company.
Review by Allen Miller (15th of February)
I am going to keep this brief. At AMCC we choose products and services first based on functionality and second based on value. Zendesk is tops in both categories.
We've loved Zendesk since 2009!
Review by Betsy Richter, VP Support at Kavi Corporation (15th of February)
Kavi sells our own SaaS application suite to standards organizations seeking to manage their standards process, increase engagement, and achieve consensus faster - so we were already pre-sold on a SaaS model for our own customer support team. We adopted Zendesk on a month-to-month basis to 'try it out' in May of 2009. Zendesk quickly became core to our support operations, and we've expanded our use of Zendesk to include account management, custom production requests, and collecting/managing feature requests from our customer base. We use Zendesk forums to share support tips, future product updates, system availability news, and are currently building our own 2.0 version of a Knowledge Base to share with our customers. Along the way, I have a suite of tools that lets me evaluate/measure how effectively we're supporting customers (backed by the free GoodData integration that comes with our Plus level account) - plus the entire team at Zendesk have turned into an extension of our own small team to help us solve problems or extend the product into other tools/services we use to manage software development. (JIRA, Salesforce, etc.) That's why we're now on an annual contract with Zendesk, and why we're happy to host the quarterly Zendesk User Group meetup here in our offices in Portland, Oregon. In short, we LOVE Zendesk.
Good but expensive
Review by Alberto Guzman (15th of February)
This product is good and simple. It works like it should be, but recently ive found other tools that do the basic features i need in much better price. I have the limitation of the 3 users in this platform and im thinking to switch to another platform when i hire the 4th agent...
Review by Paul Benson (15th of February)
Zendesk tailors to everything a business needs to keep customers happy!
Zendesk is great
Review by Brian Noble (15th of February)
It is easy to get up and running and provides for great functionality at a very reasonable price. The people at Zendesk are fantastic, very warm, open, & helpful.
App full of AWESOMENESS
Review by indepsys (15th of February)
I have used Zendesk for a couple of years now as a ticketing system for my technical support business. It has been amazing for us! It is incredibly robust, and very affordable for a small business. Our company of 3 has the ability to use the same ticketing system that enterprise companies use. I HEART ZENDESK!
Great Universal Help Desk!
Review by Brady (13th of February)
We have enjoyed our time with Zendesk.. Looking forward to moving up a plan with more agents. Customer service is the name of the game
A+ for helping a small company's to establish support system quickly
Review by bms (12th of February)
We've been using Zendesk for 3 years with great success. Ticketing is well taken care of, with great feedback to customers and easy management of support cases. The Forums provide easy to set up knowledge management with sufficiently granular access restrictions for individual customer segments. We love the solution for a small company. As we grow, we are finding pricing for a growing organization to be somewhat of an impediment, as it jumps from VERY reasonable for small orgs, to VERY expensive without any transition. This is the only reason for our four rather than 5-star rating. keep up the good work and do some more thinking on pricing, all you Bhuddas.
Zendesk - Awesome in Every Way!
Review by Brady H. (11th of February)
I've been using Zendesk for a couple of years now to manage support tickets for a small web service I operate. As a small company that lacks a dedicated support team, it was very important to me to find a support solution that was very professional but also easy to set up and manage for anyone in the company handling support issues. After dealing with custom installed options that weren't super reliable, I decided Zendesk was worth a shot. Managing support tickets has been problem free since I made the switch. And managing tickets when I'm on the road or in between meetings is made easy thanks to the solid mobile app options (I use the iPhone and iPad apps). Seriously -- it's rare that I say this, but everything about Zendesk is amazing. From the front end website, to its own support and documentation, to the interface, etc...it just works. And it works exceedingly well. As my business continues to grow, I know Zendesk will be there to grow with me. If you're looking to get a support ticket system up and running in a few minutes, take a look at Zendesk. It's awesome.
Everything you need in one place
Review by Christopher (15th of October, 2012)
We have been using helpdesk software for about 3 years and as a small business owner, I turned to Zendesk for the past 12 months. It enables us to maintain a customer-facing solution that is economical, scalable, and well suited to our available staffing It helps us keep the lines of communication open between technical staff and users. The interface for technical staff is easy to use and supported on multiple platforms. We rely primarily on e-mail exchange with our users, and that works very well to keep them informed of progress.
Helpdesk is no longer a worry
Review by Nick Foster (1st of October, 2012)
I've been using Zendesk as an admin for about two and a half years now. In that time it's come on leaps and bounds. The best features are the macros which allow the cookie cutter responses, the forums to help users do some self-help and just recently the ability to record a screencast and attach it to a ticket - this has been a real bonus. The worst features are there is a learning curve and seems like no best practice so you do have to try things and then make changes. Also the tagging system to tracking tickets can be to free-form and therefore hard to get meaningful results from. Overall though it is definitely much better than a lot out there and compared to using just email it's fantastic.
Great integration with Salesforce
Review by Rob (10th of May, 2012)
We switched from SalesForce cases to Zendesk 16 months ago. The thing we were giving up was the ability to easily look up customer account information. Now with the new integration, we can push whatever fields we want (even custom ones) to Zendesk so our agents don't ever have to leave our Zendesk system. My only gripe is that the initial search lookup can be pretty slow (up to 10 seconds to load data), but I suspect this is more on the SalesForce side as opposed to something Zendesk could optimize.
Pros: email integration
With Zendesk you can provide great customer support
Review by Vera Tinnin (22nd of November, 2011)
Zendesk is a cloud-based customer support and help desk ticketing system. It doesn´t require any download or installation and you can start communicating and chatting with your clients right away. The software offers two special features: First, clients can monitor the progress and changes of their issues. Second, Zendesk´s self service support, where clients can help each other through an online community. I think that the application is particularly interesting for small businesses because of its simple set. The pricing system is reasonable. The cheapest account costs only $ 10 per month which makes the tool accessible for small companies with a low budget.
Pros: Easy to use, customers can monitor issues
Cons: Since Zendesk is a software for enterprises with limited budget, the customer service capability is good but limited.
Very complete help desk solution
Review by Michelle Nachum (24th of October, 2011)
Zendesk is a very complete help desk solution — and is scalable to any size business that needs their services. Any company that sells products or services that demand customer assistance should look into a help desk solution. There are many fine solutions out there — and Zendesk is one of the better ones in terms of its own client support, training and host of features to to help make your help desk as “helpful” as possible for your customers. Obviously not all businesses need a help desk – some can get away with a simple FAQ on their site. But for services that are complicated — having a support team that allows you to interact with your customers on a 1:1 basis is a tremendous ROI. Go ahead and splurge folks and keep your customers from running away to your competitors. Because they will if you don’t help them.
Pros: Share out Tickets/Knowledge with your customer base, Integration with other CRM programs
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