Zendesk Software Pricing & Features

Zendesk

Cloud-based Help Desk & Customer Support Platform

4.35/5 (2,347 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
Thamara Padilla

Quick and easy implementation to my Support Center

Used daily for 1-2 years
Reviewed 2018-07-27
Review Source: Capterra

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers. Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations

Pros
Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center. It allows to automate response to our customers. Also, customize the tool according to the type of company. From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished. Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web. What I like most about Zendesk is to be able to automate the responses to clients and macros. Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service. I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

Cons
Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational. We as a client can add response times, and define with a category that is requirements or request and that are incidents. Next, what features Zendesk would need: * Add response time according to the type of requirements or request. * Define type of requests and incidents * Get graphs by type of incidents * Get graphs with crossings between service agreements and operational agreements. This would allow us to measure the effectiveness of the support center based on agreements with customers * Have notifications every time you are consuming the time of a ticket, considering the times of agreements at the service or operational level * Have a video call

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Ted Flores

Need help from Zendesk? Forget it. Don't even bother.

Used daily for 1-2 years
Reviewed 2020-01-31
Review Source: Capterra

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pros
The software functions nicely. It is very well put together. They make it easy to run a help desk.

Cons
The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

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

Maddie Coleman

Communicate effectively with your customers, ¡Use Zendesk!

Used daily for 1-2 years
Reviewed 2020-02-05
Review Source: GetApp

Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Pros
Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Cons
The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Anonymous

A mediocre product that doesn't get better as it grows

Used daily for 2+ years
Reviewed 2018-09-25
Review Source: GetApp

Pros
I struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.

Cons
1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 0/10

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Zendesk

Cloud-based Help Desk & Customer Support Platform

Trinayan Chakraborty

If it’s customer service, it’s Zendesk.

Used daily for 2+ years
Reviewed 2019-11-27
Review Source: Capterra

We regularly use Zendesk for all my clients’ customer support needs. No other platform comes close to it.

Pros
This is one service whose mobile app is actually at par with the desktop version. Easy to use and integrates well with various other platforms.

Cons
Not much actually. I was not exactly thrilled with the couple of times, i had to contact their support (ironic I know!) but that’s about it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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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).

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
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

Knowledge Base Management (97 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

2,402 reviews

See all iPhone Apps

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

Android App

6,008 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.