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
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.
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
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.
A verified reviewer
This is not business friendly. Pricing is way to high and they put this 1 dollar service that comes with nothing.
Brad Sorock, Entrepreneur US/AU
I know the say 40,000 customers, but I question how many are happy. We're small, we manage under 10 websites that need unique customer service emails. We have a few agents, some need to see all sites, others just 1. We just wanted basic email tickets from inbound email, assign to the right person, reply, all syncs up... not too much to ask. We're about 4 months in, and its been a pretty horrible experience. While customer service does answer the phone at Zen, getting the same answer twice is rare. You basically need a PHD in Zen and very few, even at the company have it. I suppose a large company pays them to do it or has a dedicated IT Zen guy on it and gets his own PHD in Zendesk. But we're small (under $10M). I gave it 2 stars, as the staff is very nice, and eager to help. And they do claim they can do it. We're pretty savvy, and figure most things out. Zen got close, but really, they're not for the small company like us. I didn't like that they bait and switched us with free live chat, and 2 weeks after, they asked us to pay for it? odd. We were thinking of using the phone system, but I can't review that as we couldn't even get the email ticket system to work, so I just don't trust it. We lost thousands in sales with lost tickets. At one point, they had marked days of emails all as spam that were legitimate emails.
Rheadel Pamintuan, Technical Support II at Cloudstaff
Zendesk is a friendly tool for our ticketing system to support our clients and customers. I provided 5 stars for my rating because I don't have any issue using the application.
David Guerrero, Director of Operations at Verso Networks
With the countless hours chasing tickets and maintenance's there is a new way to manage tickets. As a service provider and network engineer when it came time to determine what system to use for tracking customer support issues I knew there were a lot of choices. I looked into ticketing systems I have used in the past that require a lot of support and local maintenance and found a few light weight systems that I could install. I searched for ticketing systems and found a list that included Zendesk. Curious about the name I went to the website and in two clicks was signed up, set up, and ready to take tickets. Testing the system and running with “test” tickets, before I knew it I had set up my entire system for two ticketing systems and was ready for taking calls. My customers were going to be updated via emails directly and I received notices 24/7 of any tickets created. This fulfilled all of my current needs but I was looking for a robust option for the future when the business takes off and I have a few more agents working with me, or a hundred. This system has already proven that it can grow with my needs as I have just upgraded my services. We are more than satisfied with Zendesk and it support and training as well as its social media links, which helps us stay connected to our customers.
Kenny Schiff, Technologist, Entrepreneur and Founder of T2 Technical Services
Zendesk levels the playing field for smaller businesses who want to keep track of open issues through their lifecycle. Even at lesser subscription levels, one has access a very deep feature set that allows us to handle support like companies who are 100x our size. We had previously relied on Netsuite and before that Salesforce.com for our "ticketing" system and Zendesk has allowed us to shed significant cost, but retain a professional presence from a support perspective.
Director of Customer Success, Partner (Computer Software company, 2-10 employees)
As a person who manages support at my company, I try modeling my support after Zendesk's. The service is great, the product is awesome, and they have an extensive help centre to help answer any questions. The ticketing service itself is intuitive and easy to use. Would definitely recommend Zendesk.
Pierre Clouthier, President, Progeny Genealogy Inc.
I am really happy since using Zendesk. I actually look forward to getting support tickets! I develop & sell software to consumers. I use support techs who work out of their home. It's not always easy bringing them up to speed on some of the more complex technical issues. We used to use straight email. I did not get to see what my employees were telling customers, so I couldn't monitor the quality of service, and give the employees training when required. Now I can see what they are saying, and I can jump in and assist in some of the more complex cases. When I answer support tickets, I am more motivated to give detailed answers, because I can refer my employees to my replies, and they can learn. Now that we all share access to the pool of support tickets, we can give more prompt replies, and customers get faster service. Customers are much more forgiving when they see answers in minutes instead of hours or days. When a customer is thinking of buying and sends us a question, he is more likely to buy if the answer comes back in minutes, and he is still in a buying frame of mind. I love being able to tell at a glance the status of all our outstanding support issues. The Markdown codes enable us to use typographic features to better lay out out replies, making them clearer and more easy to understand. I like the email format that Zendesk uses. It is the most natural and convenient way to communicate with customers. I like that customers don't have to sign into a ticket management app if they don't want to. We tried using a Support Forum so that customers could get access to all past support answers. That did not work out, as some disgruntled customers left nasty and overly negative comments for all to see, which would discourage prospective customers. I am going to tell all my software developer colleagues about Zendesk. Now if you could add Tables to the Markdown code, Zendesk would be beyond perfect.
A problem I always encounter with Zendesk is that it doesn't pick up existing users and I go to create the user and it does not allow me to create their formal name to their email. It is a glitch in the system. This should be automated. Also, we need a way to automate macros with the information that we input into the left panels. We need to see more improvements Zendesk! You are lagging behind!
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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