Zendesk Software Pricing & Features

Zendesk

Cloud-based Help Desk & Customer Support Platform

4.35/5 (2,290 reviews)

Zendesk overview

What is Zendesk?

The best customer experiences are built with Zendesk. Our customer service and engagement products are powerful and flexible, and scale to meet the needs of any business. Zendesk serves businesses across hundreds of industries, with more than 200,000 customers offering service and support in over 60 languages.

Zendesk Support is a sophisticated (not complicated) help desk solution proven to increase customer satisfaction and agent productivity - at any scale. This all starts with the customer experience: meeting them where they are, on their terms, and collecting the right information. We intelligently route these requests to agents, providing them with the context and tools they need to resolve issues and build stronger relationships. And it works. On average, our customers achieve a 95% customer satisfaction score.
www.zendesk.com

Pricing

Starting from
$5/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 22 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
Zendesk screenshot: Organize your tickets by grouping them into lists with the Views feature. Create pre-defined default views, shared views for your team, and personal views custom to the agent.Zendesk SupportZendesk screenshot: Keep a pulse on agent performance with easy to view and navigate dashboardsZendesk screenshot: Get a better sense of how you're doing with visibility on ticket volume, agent performance, and other key support metrics. Zendesk screenshot: Streamline your ticket volume by directing tickets to the agent that's best equipped to resolve them.Zendesk screenshot: Contextual workplaces give agents the right tools they need based on the ticket they're solving - such as apps and customer info.Zendesk screenshot: Easily collaborate with other teams to get involved in solving customer questions.

Zendesk reviews

Value for money
Features
Ease of use
Customer support
  4.1
  4.3
  4.3
  4.3
Nick Yandell

Zendesk - Robust Ticketing Software

Used daily for 2+ years
Reviewed 2019-10-31
Review Source: Capterra

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Pros
The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Cons
The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Anonymous

Easy Inter-team Communication and Customer History

Used daily for 2+ years
Reviewed 2019-08-21
Review Source: Capterra

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.

Pros
Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

Cons
There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 6/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Neyda Jose Moreno

Excellent customer service solution

Used daily for 6-12 months
Reviewed 2019-05-22
Review Source: GetApp

This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.

Pros
Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software provides different channels as an option being all in real time, besides it offers a highly efficient ticket management efficient since agents can create different notes on the same ticket and even several of them can serve the same client making the process much more efficient and the best thing is that through it you can track users as well as the tickets which is a great advantage since an order is maintained.

Cons
Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Michele Riley

It's what everybody's doing

Used daily for 2+ years
Reviewed 2019-03-12
Review Source: Capterra

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience.

Pros
Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

Cons
What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Erica D. Bass

Great software, terrible support (ironically); Hope you don't have to leave

Used daily for 2+ years
Reviewed 2018-09-06
Review Source: Capterra

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.

Pros
Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

Cons
Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Zendesk pricing

Starting from
$5/month
Pricing options
Free trial
Subscription
View Pricing Plans

Essential: $5/agent/month (billed annually), or $9/agent/month (billed monthly)
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).

Pricing Comparison

How does Zendesk compare with other Customer Service & Support apps?

Subscription plan?

Zendesk



Free trial?

Zendesk



Free plan?

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Zendesk Pricing Reviews

Pros
  • Extensive functionality Easy of use Expert Helpdesk
  • Cheap, easy interface, good customer support at Zendesk
  • cheap and cheerful including an app nothing else remarkable.
  • - features - multiple channels - ease of use for customers
Cons
  • High pricing.
  • Nothing yet. We all want more for cheaper but in this case i will pay the 1$
  • Pricing is not feet startup's needs. Probably you can find more affordable solution if you need to.
  • No complaints. We love Zendesk! It creates a great experience for both us internally and our customers.
97%
recommended this to a friend or a colleague

Zendesk features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Instant Messaging
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

Knowledge Base Management (91 other apps)

Competitor Feature Comparison

API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Lead Distribution
Automatic Notifications
Benchmarking
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Content Filter
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Migration
Disaster Recovery
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Issue Management
Issue Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Predictive Analytics
Prioritizing
Productivity Reporting
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Lead Distribution
Automatic Notifications
Benchmarking
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Content Filter
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Migration
Disaster Recovery
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Issue Management
Issue Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Predictive Analytics
Prioritizing
Productivity Reporting
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Lead Distribution
Automatic Notifications
Benchmarking
CRM Integration
Call Center Management
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Content Filter
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Data Migration
Disaster Recovery
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
Help Desk Management
IVR / Voice Recognition
Instant Messaging
Issue Management
Issue Tracking
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Predictive Analytics
Prioritizing
Productivity Reporting
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App

2,263 reviews

See all iPhone Apps

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App

5,644 reviews

See all Android Apps

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Zendesk

Key features of Zendesk

  • REST API
  • Audit logs
  • Answer Bot
  • Salesforce & SugarCRM integrations
  • Branded customer-facing web interface
  • Full CSS rebranding
  • Robust reporting & advanced analytics
  • Email compliance archive
  • Screencasting
  • Multiple ticket forms
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Community forums
  • Public and private forums
  • Real time updates
  • Custom roles & permissions
  • Group rules and macros
  • SSO with Twitter, Facebook, Google and SAML
  • SLA management
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Flexible ticket management with automated workflow
  • Export ticket views to CSV
  • Multi-channel support: email, web, phone, chat, social media
  • Custom business rules (triggers & automations)
  • Open API
  • Knowledge base
  • Web widget
  • Support performance dashboards
  • Self service help center

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 700 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.