Zendesk Pricing, Features, Reviews & Comparison of Alternatives

Zendesk Reviews

Zendesk

Cloud customer service software

4.27/5 (173 reviews)   Write a review
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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.

Read the full GetApp Analysis

Zendesk GetRank

Reviews
Integrations
Mobile
Media
Security

#4 in Customer Service

View full ranking
71
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16

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)

Zendesk Overview

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.

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Android, 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
Certifications
Safe Harbor, TRUSTe, Verisign

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

TeamSupport.com

Starting from: $40.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

ManageEngine ServiceDesk Plus

Starting from: $495.00/year
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)

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

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 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

TeamSupport.com
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  • · Ticket Automation, Time Tracking
  • · Product & Inventory Tracking
  • · Best In Class Reporting, Exporting, Filtering, Sorting
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TeamSupport.comCustomer Management
Freshservice ServiceDesk
  • · Incident Management
  • · Problem Management
  • · Change Management
  • · Release Management
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ManageEngine ServiceDesk Plus
  • · Flexible ticket management with multi channel support
  • · Self Service Portal with automated password reset tool
  • · Service Level Agreements
  • · Mobile support with native iPhone, iPad, and Android apps
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ManageEngine ServiceDesk PlusIT Management

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

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.

Self-Service

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.

Customization

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.

Integrations

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.

Pricing

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

Videos

Zendesk Reviews & Ratings

User ratings

(95)
(43)
(26)
(6)
(4)

Rating summary

Overall rating
Ease of use
Value for money
Customer support

Easy Enough

Verified Reviewer  27th of January 17:33

Marketing Business Analyst (SEM) (Financial Services company, 1001-5000 employees)
I first worked with ZenDesk during a short freelance assignment. My job was just to triage incoming customer messages for the customer support team to respond to later. The company I did this for was not local, but the app was easy enough to use without any advanced knowledge or training on it. I later did some more research into the functionality of the app for another company I freelanced for and it looked like a very useful tool for them to use in order to support their customer base (no decision was made by the company to sign up for the service during the length of my freelance assignment with them).

Pros: Easy to learn and use, even with no prior knowledge or training

Cons: I didn't have the chance to really explore the full functionality of the app during my brief interactions with it

Rating breakdown
Ease of use
Value for money
Customer support

ZenDesk seems to be what all of our competitors were using

Verified Reviewer  23rd of December, 2015 23:23

Sales (Internet company, 5001-10,000 employees)
When we researched help desk tools, we found that almost all our competitors and almost all of the companies we admired used Zen. We signed up and have been really happy with it. It is easy to use and has all the functionality you are expecting.

Pros: The usability is really good. It makes the whole support process very easy.

Cons: Some tickets get put in a weird state if Zen doesn't like the attachment. I forget the specifics of the situation but some tickets seem to get missed if it goes into this state.

Rating breakdown
Ease of use
Value for money
Customer support

The best customer support tool!

Verified Reviewer  18th of December, 2015 04:37

Sanket Pai, Design Thinker, Head - Product & Customer Experience at Celoxis
With our growing customer base, we had outgrown our previous tool. Each our of users needed their our support login. We went with Zendesk, being the market leader. It also helped us automate our support activities and build a forum and user community. Zendesk is fairly easy to use and adapt to.

Pros: Easy customizations, ability to create forums, announcements, OOO, etc... Macros to automate certain business flows. Useful analytics

Cons: Poor support. Can take up to 2-4 days mostly after their product releases. FRT calculation is not provided OOTB for regular accounts. This is a pretty basic feature needed across the board. Features like exporting rating comments are also not available in our edition. Application is sometimes slow in access.

ZenDesk for the extra layer of customer support.

Verified Reviewer  27th of November, 2015 18:01

Faith Spradling, Lead Customer Support Specialist at Phobio
My company works with telecommunications companies all over the world. We currently have offices in the United States, Canada, Italy, Australia, and Germany. When our customers do not need to utilize our immediate LiveChat service they create support email tickets through our ZenDesk program. I am immediately notified of all incoming requests for support which allows me to quickly respond to the needs of our customers. There are lots of integrations and the reporting/analytics allows me to keep track of how we are doing compared to the industry standard. Since we are an expanding company ZenDesk has allowed us to constantly meet our customer demands without the normal growing pains.

Pros: The pricing is extremely affordable for both large and small business- depending on your specific needs. Customer support staff is always available and eager to assist. Detailed reporting and apps integrations are added bonuses. Ability to add tags and even group ticket. Manage client needs quickly and with ease.

Cons: I have not had an issue in over three years of using ZenDesk. There have been many updates and additions to the program and each of them has been beneficial to my company and customers. I have no doubt that if I do have an issue, complaint, suggestion- that the support staff will be right there for me.

Rating breakdown
Ease of use
Value for money
Customer support

Zendesk Just OK

Verified Reviewer  6th of October, 2015 16:33

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.

Pros: interface is easy to use, knowledgebase works ok

Cons: Forms do not work well need 3rd party apps for automations cost

Rating breakdown
Ease of use
Value for money
Customer support

Easy button for helpdesk software

Verified Reviewer  2nd of October, 2015 13:50

Aaron Michalove, Director of Information Systems at Texas AirSystems
Excellent platform for helpdesk. Internal and external customers will love it.

Pros: Intense KB. Public discussions. Great helpdesk tools to manage issues and see team metrics. Surveys. Email threading. Mobile app.

Cons: Could improve integration with internal Knowledge Base and problem resolution. (Eg metadata/key work matching to suggest answers)

Good solution for a startup

Verified Reviewer  29th of September, 2015 14:53

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.

Pros: Any member of the team was able to begin using it and answer questions, so a huge pro is ease of use. The pricing was ideal for what we are looking for.

Cons: For enterprise SAAS, it might be more expensive than what we used it for, but you get what you pay for, so that shouldn't be a deterrent. Support is one of the most crucial elements of a business and I would pay for the more expensive packages if needed.

Rating breakdown
Ease of use
Value for money
Customer support

Zendesk is a great SaaS helpdesk, quick to deploy, easy to maintain and easy to use.

Verified Reviewer  29th of September, 2015 14:51

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.

Pros: Easy to 'brand,' configure, setup custom menu selections and knowledgebase for easier user self service. Great reporting tools too.

Cons: While SaaS based anything has an initial learning curve, this one is relatively quick to master. Technical Support is very quick/helpful when necessary too.

Rating breakdown
Ease of use
Value for money
Customer support

So far so good

Verified Reviewer  17th of September, 2015 22:20

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!

Pros: easy to use from the get go and keeps everything organized

Cons: nothing I can think of

Rating breakdown
Ease of use
Value for money
Customer support

Gets the job done.

Verified Reviewer  17th of September, 2015 16:15

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.

Pros: Really simple to get started. The site has been very reliable with only short outages in the 4 years I have used it.

Cons: The reporting functionality for "time to first reply" is frustrating -- even if an agent initiates the ticket, a public reply still has to be made to stop the timer. It messes up a lot of our metrics.

Rating breakdown
Ease of use
Value for money
Customer support

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Frequently used together

FAQs for Zendesk

Below are some frequently asked questions for Zendesk.

Q. What are the main features of Zendesk?

Zendesk offers the following features:

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

Q. How much does Zendesk cost?

We have the following pricing information for Zendesk:

Starting from: $1.00/month
Pricing model: Open-source, Subscription
Free Trial: Available (No Credit Card required)

Q. Who are the typical users of Zendesk?

Zendesk has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business

Q. What languages does Zendesk support?

Zendesk supports the following 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

Q. What type of pricing plans does Zendesk offer?

Zendesk has the following pricing plans:

Free Trial, Open-source, Subscription

Q. Does Zendesk support mobile devices?

Zendesk supports the following devices:

Android, iPhone-iPad, Windows Phone, Mobile Web App

Q. Does Zendesk offer an API?

Yes, Zendesk has an API available for use.

Q. What other apps does Zendesk integrate with?

Zendesk integrates with the following applications:

Atlassian Jira, FreshBooks, Google Analytics, Salesforce, SugarCRM, 8x8 Virtual Contact Center, 8x8, 123ContactForm, 3CLogic, ActiveCampaign, Yotpo, amoCRM, AWeber, Beanstalk, Benchmark, BigCommerce, Bitium, Box, Capsule, Cirrus Insight, CollabSpot, Customer Thermometer, Cyfe, Drupal, Ducksboard, Easy Insight, Falcon Social, MailChimp, Amity, nanoRep, ClickDesk, Formstack, Geckoboard, Get Satisfaction, GetResponse, Harvest, HootSuite, inContact Contact Center, Infusionsoft, Intercom, Joomla, kintone, Kudos, Leftronic, Litmos LMS, LiveChat, LiveOps, LogMeIn Rescue, Magento , Membrain, NetSuite, Nextiva, Nicereply.com, Okta Identity Management, Olark live chat, OneLogin, PagerDuty, Pivotal Tracker, Planbox Work, Podio, Preact, QuickBooks, RingCentral, Samanage, SAP Business One, ScreenSteps, Shopify, Slack, Snapengage, SproutSocial, Talkdesk , Totango, Twilio, Usersnap, Vanilla Forums, Vivocha, Wise, Woopra, Wordpress, Yammer, Zapier, Zopim Live Chat, Agile CRM, Flowdock, Highrise CRM, Nutshell CRM

Q. What level of support does Zendesk offer?

Zendesk offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials


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