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Zendesk

Service-first CRM company that builds support & sales tools

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Zendesk Pricing, Features, Reviews and Alternatives

Zendesk product overview

Price starts from

$

19

/momonth
Per User

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 over 165,000 businesses across hundreds of industries and all company sizes, offering service and support in over 60 languages.

Key benefits of using Zendesk

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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

FAQs/Forum
Knowledge Base
24/7 (Live rep)
Email/Help Desk
Chat
Phone Support

Training options

Live Online
Documentation
In Person
Videos
Webinars

Zendesk pricing information

Value for money

4.1

/5

2.6K

Price starts from

$

19

/momonth
Per User

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Zendesk features

Functionality

4.3

/5

2.6K
Total Features179 26 categories

Most valued features by users

Reporting/Analytics
API
Chat/Messaging
Third Party Integrations
Customizable Branding
Reporting & Statistics
Multi-Channel Communication
Live Chat

Functionality contenders

Zendesk users reviews

Overall rating

4.4

/5

2.6K

Positive reviews

88%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.33/10
Rating distribution

5

4

3

2

1

1,425

928

244

49

36

Pros
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.

NT

Nick T.

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.

SB

Sophia B.

We ended up switching to a free service which better fit our needs. All in all it was a pleasant experience and we used it for 3 years to manage the chat on our site.

AR

Anonymous Reviewer

Cons
Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.

JK

Jeff K.

Non-Existent & TERRIBLE Customer Service. You are just a number to them.

NC

Nicole C.

If you ever need support from Zendesk then it is horrible.

AR

Anonymous Reviewer

Overall rating contenders

Overall Rating

Must have app for support

Reviewed a year ago

Transcript

Steve: Hi, my name is Steve. I'm the chief technology officer of a software company in Northern California...

AJ

Angel J.

HMIS Operations Manager

Nonprofit Organization Management, 11-50 employees

Review source

Overall Rating

Zendesk takes the request seriously.

Reviewed a year ago

Transcript

Angel J.: Hi. I'm Angel, and I am the Operations Manager of the information systems in the non-profit...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk = Great help desk

Reviewed a month ago

We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions. It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Pros

It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Cons

The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

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

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Stay Away

Reviewed a year ago

Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.

Pros

At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Cons

Their chat software will consume the life out of your website performance.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Zendesk Makes Support Easy

Reviewed 4 months ago

Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system.

Pros

Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.

Cons

There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

A lot of features and fast and easy to use ticket system

Reviewed 8 months ago

Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons

It can be very complex/difficult at certain point due all the features that they offer.

Zendesk FAQs and common questions

Zendesk has the following pricing plans:
Starting from: $19.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)


Zendesk has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Zendesk supports the following languages:
Chinese (Traditional), English, Ukrainian, Spanish, Czech, Irish, Swedish, German, Finnish, Polish, Thai, Turkish, Arabic, Chinese (Simplified), Indonesian, Hungarian, Dutch, Japanese, Portuguese, Danish, Korean, Russian, Hebrew, Italian, French, Norwegian (Bokmal)


Zendesk supports the following devices:
Android, iPhone, iPad


Yes, Zendesk has an API available for use.


Zendesk integrates with the following applications:
Tray.io, Sprout Social, Lessonly, Hexnode MDM, Capsule, Qordoba, Device42, Higher Logic, Dialpad, Ottspott, amoCRM, Chargify, CloudApp, Drupal, Talkdesk, Microsoft Outlook, OutSystems, Magento Commerce, LogMeIn Rescue, Humanity, WooCommerce, Asset Panda, Google Analytics, Aircall, Redmine, Dropbox Business, WHMCS, Quiq Messaging, eyeson, ClickHelp, Nectar Desk, Azuqua, Zoho CRM, TimeCamp, Jira, CA Flowdock, GoToAssist, Inbenta, FullContact, UserVoice, ActiveCampaign, Brushfire, Formstack Forms, Instabug, 123FormBuilder, Transifex, Virtual Observer, ConnectWise Control, Jitterbit, TeamViewer, Flowlu, Calendly, Time Doctor, Teamwork, PrestaShop, Quip, Zapier, Pivotal Tracker, iorad, xMatters, NICE inContact, Genesys Cloud, QuickBooks Online Advanced, Sprinklr, Bedrock Data, Helpjuice, 3CLogic, Five9, MeisterTask, ClickDesk, Setmore, Solve, Smartlook, Segment, SalesSeek, SuperReceptionist, Swiftype Site Search, Velaro, Webex Experience Management, Cyclr, Usersnap, Benchmark Email, SnapEngage, Trello, Box, Zoho Books, PlayVox, SpiraTeam, Pipedrive, Hippo Video, FreshBooks, Zoom, Userlike, Bloomfire, ChartMogul, Agile CRM, SupportSync, Kudos, SABIO, Yammer, Planview PPM Pro, Yonyx, Receptive, Breeze, Customer Thermometer, Opsgenie, Yext, Geckoboard, Zingtree, Databox, 8x8 Virtual Office, VeriShow, Wordpress, Beanstalk, Smartling, Freshdesk, Nicereply, WorkflowMax, HappyFox Chat, Woopra, Automate.io, Vivocha, Yodiz, Sailthru, SAP Business One, SolarWinds Service Desk, Get Satisfaction, Ameyo, Nutshell, Salesforce Sales Cloud, LiveOps, DataHero, Bitium, LoginRadius, OneLogin, Projector PSA, SugarCRM, ADManager Plus, Harvest, Close, Kintone, Callmaker, Wistia, Okta, Pendo, Sharpen, Zoho Subscriptions, Crisp, Slack, Klaviyo, PagerDuty, OroCRM, Planbox Work, CheckMarket, Akita, TimeLog, Algolia, XCALLY, Built.io Flow, GetResponse, Ozonetel CloudAgent, MyFeelBack, Zen Cart, SurveyLab, LiveChat, Amity, Zendesk Sell, TEAMGATE, CollabSpot, Vanilla Forums, Workato, Facebook, miniOrange, ChargeOver, Olark, Spinify, Mixpanel, Skilljar, Moxtra, Yotpo, Highrise CRM, Plecto, Gainsight CS, ManageEngine Desktop Central, MessageBird, Keap, Chargebee, Hubstaff, Skyvia, EZOfficeInventory, ClicData, Easy Insight, Kixie, Mailchimp, Helpshift, Twilio, Emma, Autotask, Instagram, Aha!, Igloo Software, Zoho Analytics, Trustpilot, Joomla, Vidyard, Cirrus Insight, Podio, Slemma, Nextiva, Hootsuite, PandaDoc, elevio, Zoho Inventory, ChargeDesk, Usermind, ProProfs Knowledge Base, AWeber, Falcon.io, Smartsheet, HubSpot CRM, Cyfe, ScreenSteps, Totango, Zoho Assist, SAP Litmos, Intercom, Membrain, Smooch, BigCommerce, PieSync, Zoho Invoice, Truly, TMetric, EZ Texting, Productboard, Iridize, Shopify, Microsoft Excel


Zendesk offers the following support options:
FAQs/Forum, Knowledge Base, 24/7 (Live rep), Email/Help Desk, Chat, Phone Support

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