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LivePerson is an industry leader in Conversational AI and enterprise-grade chatbots that increase sales and improve customer...
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...
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Tomas K.
Leisure, Travel & Tourism, 1-10 employees
Used daily for 6-12 months
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Zendesk is very user-friendly software for ticketing, chat and customer support communications. Very happy so far.
There are other solutions like Drift - conversational marketing or Intercom that are very competitive to Zendesk.
Verified reviewer
Computer Software, 201-500 employees
Used weekly for 2+ years
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Allow our team to deliver lightening fast support that's fun and personal. Plugs into alot of our systems and allows us to share the support tickets easily
Conversational marketing is a tough space and theres alot more options like Drift coming up that are more popular
Palash S.
Information Technology and Services, 51-200 employees
Used daily for 2+ years
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Overall experience is fantastic, definitely recommend if your requirement is not high or for limited set of customers
Simple and elegant quite easy to use and someone with a starter experience in CRM and Service desk should definitely go for Zendesk and once confident based on requirement can make a switch to advanced products in CRM and Ticketing system
Still quite basic as compared to advanced version in Salesforce Service cloud
HUGO C.
Computer Software, 51-200 employees
Used daily for 2+ years
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We have Zendesk for customer facing interface for its clear and simple look & feel. Salesforce are kept as back end for its powerful workflow and automated notifications.
Good case tracking tool for team collaboration. Flexible API for integration in our company website.
Background workflow good but still not as flexible as others, Salesforce service cloud for example.
Verified reviewer
Computer Software,
Used daily for 2+ years
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Provides a great cloud-based solution to support our customer base.
Very intuitive to use and set up, our customer base is very complimentary of our support solution. Provides a great user interface and an important interface to our customers who require support. Easily customizable to our requirements.
The initial administration log-in can be confusing if you're not familiar with the software.
Victor S.
Telecommunications, 5,001-10,000 employees
Used weekly for 2+ years
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Customer service software and support ticketing system by Zendesk. Cloud-based help desk solution and which is quite helpful in cloud computing
With less to say, Zendesk is still the best in business support world, An advancement in their User interface would be best
Mahmud E.
Computer Software, 11-50 employees
Used weekly for less than 6 months
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The bes thing is that it is web-based service and it means users or group of users can work from anywhere. The overall interface and design is extremely user-friendly. Features are working perfectly.
Easy to setup and use Lovely design Cloud-based Mobile version
Bit expensive FAQ section for customers would be great Import function is difficult to use
Tim H.
Oil & Energy, 11-50 employees
Used other for 1-2 years
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Their support is phenomenal and they went out of their way to help me a couple times.
The cloud based ZenDesk was very easy to setup and allows me to keep track of things going on through the portal or email.
No major issues so far, not sure how hard it is to setup on premises but the cloud solution was quick and painless to setup.
Matt M.
Computer Software, 501-1,000 employees
Used weekly for 6-12 months
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I was on the committee to select Zendesk as our new helpdesk platform and although I no longer administer the platform I helped the with the beginnings of the initial setup.
Customization capabilities; robust reporting platform; ease of use; cloud-based and integrates with other platforms.
Somewhat difficult to setup robust work-flows and automation initially.
Brian C.
Consumer Services, 51-200 employees
Used daily for 2+ years
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Fantastic. The Company I work for moved from a local ticketing system to this cloud based service and it was a game changer.
It does it it says it will do. Great for ticketing.
So much more it can do just don't have the time to spend time on the learning curve.
Viktor
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We saw an immediate commercial impact when we integrated Zendesk – time savings, cost savings and a powerful way of benchmarking how we support our strategic partners. We’re very impressed
Cloud-based software Customisable solution with APIs to extend functionality Reporting feeds into Service Level Agreements (SLAs)
No cons were added to this review
Plamenna Z.
Financial Services, 501-1,000 employees
Used other for 6-12 months
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Very affordable rates . Being on a cloud makes it a very efficient and convenient ticketing system to have .
Their main page crashes abnormally often . I don't think it's a browser issue, because it's the only page with which I have this issue . The page can also be hard to navigate if you don't know where you want to go .
Verified reviewer
Computer Software, 10,001+ employees
Used monthly for less than 6 months
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The overall experience was good and provides excellent features. They can probably work on providing priority support to first-time users.
I like that they solved a very complicated process of handling customer issues in a very easy way. Their suite provides features that help us humanize the live chat and use natural language with the customers. I can customize some of the replies in a very conversational way. Moreover, I can combine it with multiple channels like email, chat, voice, or messaging, i.e., they allow me to choose the interface I want to use for different parts of my business. It is an excellent service-first CRM software that helps me handle support, sales, marketing, customer engagement, ticketing, etc. all in one place.Additionally, they support more than 50 languages, helping me expand my business across borders.
I did not like that they did not provide me with a personal manager to set up the suite in the initial days. Only after repeated reminders, they provided me with some help. I felt somewhere, that you need to be pro-member in order to get quick responses from them.
Chris P.
Used weekly for 1-2 years
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Ease of integration with other cloud services - they offer an app catalogue that makes connecting to other systems a breeze!
Mobile access and outdated mobile app. I was never able to get the mobile app to work. Also - they offer an O365 plug-in but it's of limited use - doesn't allow you to modify tickets, only submit new ones.
Verified reviewer
Used weekly for 6-12 months
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How it's all cloud based - nothing to install. Even works on your phone. Always on, and clients love it too
A few steps required to set it up correctly. Perhaps needs better waymarking of steps required to onboard correctly.
Phil C.
Computer Software, 11-50 employees
Used daily for 2+ years
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Zendesk replaced our legacy ticket system, which was clunky and not cloud-based. With Zendesk being in the cloud, we can access customer information, ticket details, etc. from wherever we are. Perhaps most importantly, it permitted customers to give direct feedback as soon as a ticket is marked closed. This has been an invaluable tool for us in evaluating whether we're providing top-notch support.
Zendesk is extremely easy to setup and get started, and once it's up and running, it starts building itself out as a knowledge base. It's extremely easy to search the database, either by ticket #, customer name, application/category, etc. It also produces outstanding reports -- for example, the frequency with which the support staff opens/solves/closes tickets, which customers submit the most/least tickets, etc. In addition, it integrates beautifully with our CRM system (Nutshell) to provide seamless access for sales staff. With this, the sales team can see which customers have open tickets, etc. It's really great! The built-in feedback mechanism is also great, providing customers a chance to review the service received.
It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.
Feastre L.
Packaging and Containers, 11-50 employees
Used daily for less than 6 months
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Working with Zendesk is highly recommended for technical support teams and for call centers, since without a doubt its great strength is the variety of tools it has to manage telephone calls, including the automated routing of these.
Zendesk support ticket management is very balanced. With this service, each ticket can be prioritized over others, depending on the severity of the case, in order to address the most complicated and time-consuming situations.
Now, the Zendesk platform has many limitations in terms of its communication tools. For example, it does not integrate to file sharing services, so working with attachments from the cloud becomes complicated.
Marc R.
Medical Practice,
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The advanced cloud-based features and self-service options with minimal third-party intervention outside an excellent customer support department as needed.
The February 2013 security breach and its impact on identity theft and privacy concerns, which Zendesk, Inc. subsequently addressed in an extensive update.
Verified reviewer
Computer Software, 1,001-5,000 employees
Used daily for less than 6 months
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Our LMS vendor uses Zendesk to manage help desk tickets. I'm our LMS administrator, so I spend a lot of time on Zendesk tracking the progress of those tickets.
I like that it's in the cloud and multiple users can access it in order to view and track the progress of help desk tickets.
In using Zendesk to track trouble tickets, you can add additional users to CC on emails that are sent out about the tickets. However, those emails don't show who is CCed -- and I'm not entirely confident that the people I request to be CCed are actually receiving the emails.
Kayla M.
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Cloud based- GENIUS. It makes the app run smoothly without ever having to deal with glitches. Also, the reports it generates are on point! Highly recommend.
It's almost impossible to find something I dislike about Zendesk. I almost never hear any of the support folks complain about it, nor have I run into any problems using it myself.
Verified reviewer
Plastics, 51-200 employees
Used daily for 1-2 years
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I highly recommend especially on a teamwork ICT environments.
Since its a web based solution, less expensive to maintain also no headache of data management. One of the best cloud ticket solution for ICT department ticket tracking.
Often we had issue of not getting notifications, like it pausing and then all mails of ticket number would come at once many of them as messing your inbox.
Sagar P.
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It is very clean and tidy. Easy to use and serves the purpose. I would really like to recommend Zendesk for every enterprise. It is a cloud based!
I am not seeing any Cons for this software. I am not seeing any Cons for this software. I am not seeing any Cons for this software.
Verified reviewer
Computer Software, 51-200 employees
Used daily for less than 6 months
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Its a ticketing solution that has all the bells and whistles and can really help drive end user self service and avoid bloat on the service desk
- Cloud based, no installer and software to manage on premise - Supports all the different ITSM and ITIL lifecyles - Dashboard and reporting - Features really helps with first call resolution
I would like to see more options around customization of the platform, where you can have the ability to fully reskin the product to match company branding.
Carla d.
Pharmaceuticals, 51-200 employees
Used daily for 2+ years
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This app has helped the company to be more efficient in the way we provide customer service, from creating manuals to providing real-time support.
It is one of the best cloud-based customer support tools. Includes knowledge base, ticket system and chat function. User-friendly for both sides, customer service agents and customers themselves.
The only problem I have seen is that you cannot modify or edit the source code, in other words it is not an Open Source app.
Kenneth S.
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ZenDesk has been around since 2007 and offers many of the same features that the myriad of other cloud-based Help Desk / Ticketing systems provide. ZenDesk was the gold standard.
To include many of the key features of ZenDesk you must upgrade .