Zendesk Software Pricing & Features

Zendesk

Cloud customer service software

4.33/5 (1,978 reviews)

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.
www.zendesk.com

Pricing

Starting from
$5/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 8 other markets, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 16 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
Zendesk screenshot: Tickets can be assigned different priorities based on their urgencyZendesk Overview DemoZendesk screenshot: A range of filtered views are available, including group and individual unsolved tickets, category-based views, and recently-updated ticketsZendesk screenshot: Key metrics can be tracked and comparedZendesk screenshot: Users can create a self-service knowledge base with Zendesk

Zendesk reviews

Value for money
Features
Ease of use
Customer support
  4.1
  4.3
  4.3
  4.3
Michele Riley

It's what everybody's doing

Used daily for 2+ years
Reviewed 2019-03-12
Review Source: Capterra

Overall, Zendesk makes customer service more efficient. As a manager, I'm able to see my employees satisfaction ratings, how long they spent that day answering emails, how long it takes them in general to answer an email, how long they spent on the phone, etc. Zendesk has been great in streamlining my customer service team while also optimizing the customer's experience. Seems like Zendesk is the go-to for any e-commerce site these days. I wish there was another company that had the same amount of features and functionalities as zendesk does but I haven't found one. The chat widget is easy to implement and I like the option to have the "help" functionality act as a buffer between the customer and chat- we have the customer first try to find the answer to whatever question they have by searching our "help" articles. Then, if they can't find the answer they're looking for there, they can choose to chat with a live agent. This helps our customer service agents get the most out of their time- they're not chatting answering obvious questions that can be found all over our website (for the most part..).

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Zendesk

Cloud customer service software

Erica D. Bass

Great software, terrible support (ironically); Hope you don't have to leave

Used daily for 2+ years
Reviewed 2018-09-06
Review Source: Capterra

Our company has been using Zendesk for 5-7 years. I was not personally around when we onboarded it, but I have worked with it for over 3 years now. We have terrible trouble any time we did need support, for a system problem or a question we couldn't answer ourselves via their expansive maze of KnowledgeBase. The support reps at Zendesk have been accusatory, excuse-ridden, and most of all don't even read the tickets you submit to understand the problem (Zendesk support actually became an office joke. That's about the time we decided we had to look for another tool). When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer. Zendesk as a tool does what it is supposed to do, and it does it well. We used Support + Guide products, for ticketing for our e-learning business, and also for our Self-Serve support (knowledgebase). It is full-featured, and comprehensive. As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. It is designed for an enterprise company.

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Zendesk

Cloud customer service software

Thamara Padilla

Quick and easy implementation to my Support Center

Used daily for 1-2 years
Reviewed 2018-07-27
Review Source: Capterra

Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers. Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizationsZendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center. It allows to automate response to our customers. Also, customize the tool according to the type of company. From this tool I manage to serve the internal and external clients of my organization. As well as, send satisfaction surveys once the support is finished. Their specific user roles allowed me to implement the tool in the organization in a short time, even without investing much time in training because it has very good material for users on the web. What I like most about Zendesk is to be able to automate the responses to clients and macros. Zendesk has elements for case management, live chat, design a knowledge base, have a panel to the client. Since we included this tool in the company we have improved our response levels in the support tickets and with this to customer service. I like the flexibility of purchase packages or use of the tool, through payment by users or agents. Also, although we have not configured it for now, it is interesting to integrate with VoIP to take the call from customers or interested parties.

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Zendesk

Cloud customer service software

Whitney Sullivan

Clean and user friendly!

Used daily for 1-2 years
Reviewed 2018-03-09
Review Source: Software Advice

ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface. My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.

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Zendesk

Cloud customer service software

Anonymous

Zendesk has been crucial for the success of our CS team to scale in size

Used daily for 1-2 years
Reviewed 2018-01-31
Review Source: Capterra

Tremendous scaling benefits. Adding more users is not just easy, but we have recourse to ensure that our teams can grow at their own paces without worrying if the software can keep up. Zendesk can absolutely keep it; it does not even flinch. Consistency: Very few service outages and very little change in UI and product structure. Both of these things create a more familiar and consistent workflow. Robust: Robust is a buzz-phrase I try and avoid using, but honestly the robustness of Zendesk is one of the primary reasons we transitioned to it away from HelpScout in 2017. Everything is fairly robust; reports, ticket indexing, integrations, customizations, admin tools, inbox monitoring, and so on. Connectedness: Zendesk makes it super easy to have specific teams stay connected with eachother; not just the support team. We can have folks all across our company set up in Zendesk to help with JIRA reports, historical sales information through Salesforce from our Salesforce admins, folks on research teams, EAMs, and so forth. We can all play in this giant Zendesk sandbox together in our own corners with ease.

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Zendesk

Cloud customer service software

Zendesk pricing

Starting from
$5/month
Pricing options
Free trial
Subscription
View Pricing Plans

Essential: $5/agent/month (billed annually) or $9/agent/month (billed monthly).
Team: $19/agent/month (billed annually) or $25/agent/month (billed monthly).
Professional: $49/agent/month (billed annually) or $59/agent/month (billed monthly).
Enterprise: $99/agent/month (billed annually) or $125/agent/month (billed monthly).
Elite: $199/agent/month (billed annually).

Pricing Comparison

How does Zendesk compare with other Customer Service & Support apps?

Subscription plan?

Zendesk



Free trial?

Zendesk



Free plan?

Zendesk



Zendesk Pricing Reviews

Pros
  • Ease of use the rich set of features Integrations
  • Extensive functionality Easy of use Expert Helpdesk
  • Cheap, easy interface, good customer support at Zendesk
  • cheap and cheerful including an app nothing else remarkable.
Cons
  • High pricing.
  • Nothing yet. We all want more for cheaper but in this case i will pay the 1$
  • If you compare it to its competitors, it is somehow expensive. They should review its price.
  • Expensive Have some pricing schemes for some features that do not make any sense (ex: light agents
96%
recommended this to a friend or a colleague

Zendesk features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Contact History
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base
Monitoring
Multi-Channel Communication
Prioritizing
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

Competitor Feature Comparison

API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Application Security
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Assignment Tracking
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Notifications
Benchmarking
Best Practices Repository
CRM Integration
Call Recording
Call Routing
Caller ID
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Content Filtering
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Analysis
Customer Database
Customer Experience Management
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Disaster Recovery
Drag & Drop Interface
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
IVR / Voice Recognition
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Knowledge Base
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Predictive Analytics
Prioritizing
Problem Management
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Routing Options
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Timer
Trouble Ticketing
Two-Factor Authentication
User Activity Monitoring
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Application Security
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Assignment Tracking
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Notifications
Benchmarking
Best Practices Repository
CRM Integration
Call Recording
Call Routing
Caller ID
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Content Filtering
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Analysis
Customer Database
Customer Experience Management
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Disaster Recovery
Drag & Drop Interface
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
IVR / Voice Recognition
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Knowledge Base
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Predictive Analytics
Prioritizing
Problem Management
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Routing Options
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Timer
Trouble Ticketing
Two-Factor Authentication
User Activity Monitoring
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Application Security
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Assignment Tracking
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Notifications
Benchmarking
Best Practices Repository
CRM Integration
Call Recording
Call Routing
Caller ID
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Content Filtering
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Analysis
Customer Database
Customer Experience Management
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Disaster Recovery
Drag & Drop Interface
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Employee Database
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Forms Management
IVR / Voice Recognition
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Knowledge Base
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Format Support
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Predictive Analytics
Prioritizing
Problem Management
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Routing Options
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Timer
Trouble Ticketing
Two-Factor Authentication
User Activity Monitoring
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App

1,821 reviews

See all iPhone Apps

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App

5,478 reviews

See all Android Apps

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#3 in Customer Service

View full ranking
78
19
20
20
19

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 also features in these categories:

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.


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.


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 and tutorials

Additional information for Zendesk

Key features of Zendesk

  • REST API
  • Audit logs
  • Answer Bot
  • Salesforce & SugarCRM integrations
  • Branded customer-facing web interface
  • Full CSS rebranding
  • Robust reporting & advanced analytics
  • Email compliance archive
  • Screencasting
  • Multiple ticket forms
  • Multi locale (timezone and languages)
  • Multi-brand support with linked accounts
  • Community forums
  • Public and private forums
  • Real time updates
  • Custom roles & permissions
  • Group rules and macros
  • SSO with Twitter, Facebook, Google and SAML
  • SLA management
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Overview dashboard
  • Flexible ticket management with automated workflow
  • Export ticket views to CSV
  • Multi-channel support: email, web, phone, chat, social media
  • Custom business rules (triggers & automations)
  • Open API
  • Knowledge base
  • Web widget
  • Support performance dashboards
  • Self service help center

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.