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Zendesk

Leading Cloud-Based Customer Service Software Solution


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Key Features of Zendesk

  • 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

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Overview of Zendesk

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.

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Quick Links

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Specifications

Intended Users: Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported: Android, iPhone-iPad, Linux, Mac, Open-source, RIM-BlackBerry, Web-based, Windows, Windows Phone
Supported Countries: Asia, Australia, Canada, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages: Arabic, 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
Support Options: FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Certifications: Safe Harbor, TRUSTe, Verisign
Categories:· Customer Service Software · Online CRM Software · Call Center Software · Help Desk and Ticket Management Software · IT Support Services Software · Social CRM Software · Customer Support Software · Feedback and Reviews Management Software · Issue Tracking Software · Online Community Software

Zendesk 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.

User Reviews for Zendesk

  Zendesk makes support fun

I am really happy since using Zendesk. I actually look forward to getting support tickets! I develop & sell software to consumers. I use support techs who work out of their home. It's not always easy bringing them up to speed on some of the more complex technical issues. We used to use straight email. I did not get to see what my employees were telling customers, so I couldn't monitor the quality of service, and give the employees training when required. Now I can see what they are saying, and I can jump in and assist in some of the more complex cases. When I answer support tickets, I am more motivated to give detailed answers, because I can refer my employees to my replies, and they can learn. Now that we all share access to the pool of support tickets, we can give more prompt replies, and customers get faster service. Customers are much more forgiving when they see answers in minutes instead of hours or days. When a customer is thinking of buying and sends us a question, he is more likely to buy if the answer comes back in minutes, and he is still in a buying frame of mind. I love being able to tell at a glance the status of all our outstanding support issues. The Markdown codes enable us to use typographic features to better lay out out replies, making them clearer and more easy to understand. I like the email format that Zendesk uses. It is the most natural and convenient way to communicate with customers. I like that customers don't have to sign into a ticket management app if they don't want to. We tried using a Support Forum so that customers could get access to all past support answers. That did not work out, as some disgruntled customers left nasty and overly negative comments for all to see, which would discourage prospective customers. I am going to tell all my software developer colleagues about Zendesk. Now if you could add Tables to the Markdown code, Zendesk would be beyond perfect.

— Pierre (4 days ago 16:33)

  Zendesk needs consistency

A problem I always encounter with Zendesk is that it doesn't pick up existing users and I go to create the user and it does not allow me to create their formal name to their email. It is a glitch in the system. This should be automated. Also, we need a way to automate macros with the information that we input into the left panels. We need to see more improvements Zendesk! You are lagging behind!

— Arley S. (18th of March 14:45)

  Rolling with the

Thanks for making this product, not only great, but also available for start-ups like us! When you're just getting going, you find most "necessities" are simply out of reach. It's nice when someone like Zendesk puts you on equal footing with the "big guys" with something as critical as customer support. Much appreciated.

— Rob Reynolds - COO OSIA Medical (5th of March 11:30)

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