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.Read the full GetApp Analysis
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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
IT Support Engineer/System Operations (Consumer Goods company, 501-1000 employees)
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's all on the side and not easy to read. to be able to really automate and customize anything you need to purchase extra 3rd party apps and add to the already high cost of Zendesk. In my opinion it might be best to find something else or at least extensively test everything.
Aaron Michalove, Director of Information Systems at Texas AirSystems
Excellent platform for helpdesk. Internal and external customers will love it.
Sara Rose Harcus, COO at Hüify | Inbound Marketing | HubSpot Pro
Zendesk was used as the primary "support" comm after the launch of an app I was involved with. There were very few complaints about the ease of use or glitching during the hectic hours after the release of the app. Overall, this was a well-priced help desk solution for a small team managing very general feedback/support questions about a mobile app.
VMUG Leader (Information Technology and Services company, 1-10 employees)
Zendesk is a great SaaS helpdesk, quick to deploy, easy to maintain and easy to use. While I have had experience with other competitors as well, Zendesk hits the right price point and is easier to configure/deploy/change than other products I have used. Zen desk provided us with great value as we can use the iOS and Android apps to stay up to date while in the field.
A verified reviewer
We've been using zendesk for a little over a month now. We're still on their $1 plan and are happy so far. It has allowed us to manage our customer service in a much more organized manner and things don't fall through the cracks. I'm sold!
Graham Pocta, IT Manager
I've looked for replacements for Zendesk several times because I would like to add a little customization, but nothing really meets Zendesk in terms of basic functionality and ease of use.
Christian Cormier, Consultant technique/ordinateurs mobiles
A lot of people use Zendesk and some big ones... I just add a ticket opened from Lenovo and they are using it! Starting from 1$/ month you won't find anything cheaper for what it offers. It gives your business a professional appearrance.
Director of Operations & HR (Computer Software company, 51-200 employees)
ZenDesk allows your IT team to log, track, complete, and report on all IT issues that are happening within the organization. The simple "Submit a Request" url allows the user to submit a ticket. Most of our employees have added it to their desktop bookmarks so they can access it easily. No bells and whistles, but gets the job done with ease.
Technology Manager (Restaurants company, 1001-5000 employees)
Very happy with our Zendesk purchase. We initially purchased it for just a help desk. With all the built-in functionality we can now tie in our remote desk top utility as well as tie in the system we use for our asset management. Very pleased with how easy it has been to get set up, get it up and running and how easy it is for our internal staff to use. There wasn't any training required and everyone has been using it flawlessly.
Raghavender Rao Jitta, Founder & CEO at CrunchPrep
After using Zendesk, our average response time for support requests has reduced by 52% and overall customer happiness has improved by 12%. Also, since we are an existing Zopim customer, we felt right at home with the user interface and the Zopim + Zendesk integration is just pure genius. Our support team can create tickets on the fly during conversations with our customers by just clicking a single button. Now, that's convenient. In fact, after using Zendesk, we saw fewer premium cancellations and an increase in trial to paid conversion rate. We didn't do anything different earlier except that we started using Zendesk. Our awesome support team now have the right tool to support our super awesome customers. To sum it up, it's simple, easy and just works perfectly well.
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.
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.
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 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 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.
Below are some frequently asked questions for Zendesk.
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