Zendesk Pricing, Features, Reviews & Comparison of Alternatives

Zendesk Reviews


Cloud customer service software

4.3/5 (455 reviews)
60,315     71,337

Zendesk is the proven cloud-based customer service software solution that is the fastest way to enable great customer service in companies of all sizes and industries. Zendesk is so easy to use, it is loved by support teams and their customers worldwide. You can access Zendesk anywhere, from any device

Over 40,000 customers trust Zendesk including some of the world's leading brands such as Airbnb, Gilt Groupe, Groupon, Tumblr, Box, Sony and Sears.

Zendesk Reviews (455)

Most positive review

 A simple, cost-effective helpdesk platform

My firm has been using Zendesk for nearly 5 years now. We are a small IT service company and have been able to effectively use Zendesk to support our customers quickly and with minimal fuss. Our clients generally only have to send an email to our support address and that is how they will interact ...

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Reviewed 15th of April, 2016 by

Most critical review

 Zendesk Just OK

Forms do not work well need 3rd party apps for automations cost. Zendesk could be great as a customer service tool however we use it as a Help-Desk IT tool. The forms do not work as well as I would hope mostly because the form information does not come across in the body of the ticket rather it'...

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Reviewed 6th of October, 2015 by IT Support Engineer/System Operations

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Zendesk Category Leaders


#1 in Customer Service

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#1 in Help Desk & Ticketing

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GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Zendesk Screenshots (6)

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Security and privacy


Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options

Data policy

Data backup in multiple locations/GEO regions
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Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Linux, Mac, Windows, Web-based, Windows Phone, Mobile Web App
Supported Countries
Asia, Australia, Brazil, 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

Zendesk Pricing

Starting from: $1.00/month
Pricing model: Open-source, 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

Competitors Pricing


Starting from: $50.00
Pricing model: One-time License, Subscription
Free Trial: Available (No Credit Card required)

Freshservice ServiceDesk

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)


Pricing model: Subscription
Free Trial: Available (No Credit Card required)

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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
  • Pre-built: Salesforce, SugarCRM
  • Real time updates


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.

Alternatives to Zendesk

GetApp Analysis

Zendesk is a cloud-based customer service solution that is loved for its ease of use, efficiency, flexibility and low cost of ownership. The software is suitable for every industry sector that provides some kind of customer service. It is fully scalable and can be easily and gradually be utilized by one department to a whole multi-national enterprise.

What Zendesk does is gather all customer feedback from a variety of sources such as email, chat, phone call, tweets, and bring it all under a well-designed and easy to use platform. Support agents can quickly seek the cases that need their immediate attention and deal with the customer issues right away. Zendesk even provides external information tools to help agents with their problem solving actions.

Customer feedback is not the only thing that is brought together under the same place though. Zendesk is also the solid collaboration platform that your agents or personnel from different departments can use in order to work collectively towards the solution of more complex problems. After all is done, reports and statistics are generated for you to evaluate how the software affects your efficiency.

What is Zendesk?

Zendesk was created around the need to improve the quality of customer services and to bring customers and company communication closer by establishing a relationship between the two. As the software monitors all feedback sources, it allows agents to overseer all tickets and quickly act accordingly when needed. This greatly improves both the efficiency of your customer service departments, and the customer satisfaction.

With advanced workflow automation tools like the Triggers system, Zendesk guarantees that employees will no longer waste time doing the same things over and over again, while the maintaining of rich knowledge bases will help customers deal with problem even faster and further release tied-up resources.

Main Features

Email System

Email is only one of the eight places Zendesk gathers customer feedback from but it is usually the most prominent and widely used, so developers made sure to equip the corresponding system with all the tools you'll need. When an email is sent to the customer service department, it turns into a support ticket that includes all communication (replies, comments) from then on and until the ticket is solved.

Getting support request to your personal email is not uncommon and Zendesk offers such importing and forwarding capabilities to its users, so all such emails can be transformed to tickets. You can also add multiple support addresses or change the name that appears on the agent emails. Finally, from the "email template" settings, you can tweak the HTML code that defines the form of your emails.


Triggers is a smart system that users of Zendesk can deploy in order to streamline processes and automate common tasks. It basically works as a set of directions that are activated when a particular event happens. A set of triggers can be placed in a particular order, and multiple actions can then be executed as a result. An example would be to set all tickets coming from a VIP customer to be addressed by certain agent and be given high priority.

To create such triggers, you can click the admin icon on the sidebar and then select the "Triggers/Add Trigger" option. You may then add the name, conditions and actions for the new trigger and save it. You can re-arrange the order, edit, or delete any triggers later from the same settings menu.


For a 24/7 service solution, Zendesk offers advanced self-service capabilities by using comprehensive knowledge bases that you can enrich, or update by correlating solved cases and assigning them with tags. This way customers can visit your company's website and search to find what they are looking for, without trussing your resources.

Besides the knowledge base, customers may also visit community portals with discussions that contain valuable information and advice regarding common problems. The satisfaction that the customers get when finding the solution to their problem by themselves, is higher compared to that gained when waiting for an agent to reply.


Companies strive hard to distinguish themselves in highly competitive environments through individualization and specialization. For a help center to be effective and coherent with a company's style and character, Zendesk must offer deep customization options and high tailoring abilities. Thankfully, it does exactly that.

You can use themes that are created with great tenacity for every promotional and functional detail and let your customers quickly find what they are looking for. Different layouts with different elements on the front page, assure that the special needs of each distinct service will be met by Zendesk.

Zendesk Reporting

Zendesk Reports form part of the standard feature set offered by Zendesk. Reports are available on all plans and provide metrics on KPIs such as daily ticket activity, service level agreement compliance, average resolution time, customer satisfaction, agent performance, ticket resolution time, and efficiency.

The reporting tool provides a snapshot overview of a collection of tickets for a specified time period. By defining ticket properties you can decide which tickets you want to monitor and for which time period.

Zendesk Insights

Zendesk Insights is an advanced reporting feature offered on the Plus and Enterprise plans. This feature provides the ability to carry our more customized analysis of KPIs at a deeper level. These reports could be used to analyze a particular customer group, such as VIP clients, or certain demographic groups based on variables such as location, age or satisfaction rate.

Zendesk Insights is an essential feature for those looking to pinpoint issues and identify key performance areas. This in-depth analysis is enabled through the use of custom fields on tickets, users and organizations, along with the ability to create metrics, reports and dashboards based on contextual data most relevant to your business. The export function is also critical for executive reporting.


Zendesk is one of the most integrating pieces of software out there, with more than 200 integrations available free of price through the software's official Apps Marketplace. The apps found there concern agent productivity enhancers, deeper analytics tools, e-commerce helpers, issue trackers, IT management applications, social media conglomerators and telephony/sms and chat clients.

Some of the most popular apps that integrate well with Zendesk are SalesForce, ZenCart, Magento, JIRA, TeamViewer, Drupal, Joomla, Wordpress, PlanBox, MailChimp and 8X8. If you still can't find what you need though, you can always build your own integration using the development tools provided by Zendesk.


Zendesk is available in five different flavors that incorporate different sets of features. This together with the "per agent" pricing provides very high efficiency in the factor of costs to actual needs, as companies are in a position to pay and cover precisely their needs, instead of getting useless features and/or excess user licences.

The packages are the Starter (1$ per agent per month), Regular (25$), Plus (49$), Enterprise (125$) and Enterprise Elite (195$). For more details about what features these include, visit Zendesk pricing webpage. The Plus package is also offered as a trial for 30 days and in the case that you buy a license, all data, customizations and actions remain intact.

Bottom Line

  • Unify Communications
  • Customer Self-Service
  • Increase Customer Engagement
  • Automate Workflows
  • Wide Integration scope


Who is Zendesk For?

Zendesk is suitable for any company that wants to improve its customer services no matter the size or industry sector. However, the software is extensively used in IT, Education, Retail/e-Commerce and Professional Services. It can basically be employed by any company that uses net technology to interact with their customers.

Zendesk is generally very popular as it is used by many thousands of small, medium and large corporations around the globe. Some of the most characteristic examples include 20th Century Fox, Vodafone, Elance, Groupon, L'Oreal, Xerox, Sears and Sony Music.

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