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Zendesk Suite vs HelpDesk Comparison

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Good recommendations?

HelpDesk logo

HelpDesk

4.6

(74)

89pts

Overview

Category Leaders

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

Category Leaders

HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

55

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

3.9K

5

4

3

2

1

2.2K

1.3K

310

63

49

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.6

74

5

4

3

2

1

52

14

6

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

I love that its very user friendly to use ad easy to manage tasks. I love the interface make it easy to get tickets handled and provide the best customer service for my job.
This was a much appreciated improvement. A great feature is that you can integrated with the big social media platforms like Twitter and Facebook to allow CC to responde quite quickly.
Overall I’m extremely satisfied with Zendesk, It has a lot of great features that helps us provide a great customer support service which is important for a successful business.

Pros

I overall love helpdesk. It is very easy to use and i love it better than other things we have used for emails.
It's easy to set up, admin and configure to your needs. The great benefit is integrating with other apps from LiveChat to expand or minimize your customer experience down to your needs.
We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department.

Cons

Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.
Non-Existent & TERRIBLE Customer Service. You are just a number to them.
If you ever need support from Zendesk then it is horrible.

Cons

There is an obvious lack of control over training, nuances can be lost. Customers may find it too impersonal.
Emails get caught in Spam sometimes when they aren't spam.
Also we lack of analysis data, we cant know which our selling products receive most tickets.
  • Vendor responds to reviews
  • Last review7 days ago
  • Vendor responds to reviews
  • Last review11 days ago

Key features

  • Total features179
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Widgets
  • Win/Loss Analysis
  • Workflow Management
  • Total features76
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • CMDB
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Churn Management
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions/Forums
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Insurance Industry
  • For Startups
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Group Management
  • Health Score
  • Help Desk Management
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Widgets
  • Win/Loss Analysis
  • Workflow Management

Integrations

  • Total integrations1116
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations11
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

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Reviewed 2 years ago

Helpdesk and ticket management

Pros

Good tool for Helpdesk staff to input tickets

Cons

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Financial Services, 1,001-5,000 employees

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Zendesk Suite

Good features and helpful overall

Reviewed 6 years ago

Ticketing, helpdesk, issue resolution

Pros

We found it very simple to respond to tickets submitted. Tagging tickets to clump them together is also something we found to be a great feature.

Cons

The mobile functionality is limited and not easy to deploy. We have seen pretty good response from customer support teams, but would like to see this improve

MP
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Michelle P.

Entertainment, 201-500 employees

Used weekly for 2+ years

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  • Customer support
  • Likelihood to recommend10/10

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Zendesk Suite

the best helpdesk tool ever

Reviewed 6 years ago
Pros

turnkey full fledged helpdesk tool. Does everything!

Cons

Nothing, its incredible. the product is great and the company support is fantastic.

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Giorgi G.

Used weekly for 1-2 years

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  • Features
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  • Likelihood to recommend8/10

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Zendesk Suite logo

Zendesk Suite

Bring the price down 30-40% and this will be the best platform ever for Customer Support.

Reviewed 8 years ago

The service of Zendesk is simply the most advanced CS platform I've ever seen. Their platform functionalities and the integration level from the perspective of service adaptation to the business units is simply outstanding from other similar platforms. Furthermore, the experience I had with Zendesk Helpdesk people while I was setting up this for my client-company left me with a big respect for them. People over there are simply the experts of their jobs, thus, providing the valuable support at the highest level possible. I'd say, the only disadvantage with Zendesk and one of the most important aspect is the price. It simply unbearable for the small-sized companies as well as in some cases, for medium companies to afford the increase of the agents and services while the company scales up.

Pros

Extensive functionality Easy of use Expert Helpdesk

Cons

High pricing.

MK
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Michel K.

Human Resources, 1-10 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

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Zendesk Suite

Zendesk heldpdesk

Reviewed 9 months ago

just excellent, easy to use, not complicated

Pros

Easy to use, database with a lot of solutions

Cons

Nothing.. It is just a perfect program when applying a helpdesk

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Verified reviewer

Construction, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

ZenDesk has been a great asset here and elsewhere.

Reviewed 7 years ago

Ease of tracking of helpdesk tickets.

Pros

I like the ability of the product to receive a forwarded email from a specific user/mailbox and create tickets out of it. I give my user a simple email address "help@...." and they can create their own tickets. The management of tickets is super simple which makes it work efficiently.

Cons

I wish you could change the statuses to custom names besides "open, pending,...etc" - would like some options for "awaiting approval" or "awaiting funding" or something similar.

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Verified reviewer

Hospitality, 11-50 employees

Used daily for 2+ years

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  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Zendesk Suite

Great Helpdesk Software

Reviewed 5 years ago

This software provided our team with all the helpdesk related items under one roof, no separate tools were needed to achieve a greate helpdesk!

Pros

Easy to setup and configure, big community forum to gain more knowledge of the product. Integrates easily with various third-party components. Outstanding customer support provided by Zendesk

Cons

it would be good if you could configure some of the Ticket Status's but that is not a big thing.

JB
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Jack B.

Real Estate, self-employed

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Zendesk Suite

Zendesk is an amazing tool for CRM

Reviewed 5 years ago

Zendesk customer support is fantastic, as you would expect from a CRM company.

Pros

Zendesk is easy and intuitive to use, and provides a great solution for CRM in our real estate business. We have it set up to sync with our internal helpdesk email address and Facebook tickets, and this works seamlessly.

Cons

Nothing - it is a great solution for small companies with a helpdesk system.

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Verified reviewer

Computer Software, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Zendesk Suite

Great Helpdesk software!

Reviewed 6 years ago

Helped keep Helpdesk communication organized which made happier customers.

Pros

They had tons of super useful features and keep all tickets and support communication very organized.

Cons

There isn't much to complain about with zen desk. At the time our company used it, it had more features than we needed so we switched because it became cluttered, but it isn't something that would bug others.

AB
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Alex B.

Computer Software, 11-50 employees

Used weekly for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Enterprise product for any business

Reviewed 3 months ago

Our number one solution for helpdesk and help centre software

Pros

We reviewed many help desk systems and Zendesk came out on top by a long way. Its product suite and having them all connected was the real winner for us.

Cons

Their tiers model, like many SAAS products can be restricting as they require you to upgrade to another tier if you want any additional features which can prove very costly.

TR
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Tomia R.

Entertainment, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk is GREAT

Reviewed 2 years ago
Pros

24 hour customer service or access to the helpdesk is very convenient

Cons

I have no complaints at all I really enjoy using the software

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Aaron M.

Mechanical or Industrial Engineering, 51-200 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

Easy button for helpdesk software

Reviewed 9 years ago

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)

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Verified reviewer

Computer & Network Security, 1,001-5,000 employees

Used monthly for 1-2 years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

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Zendesk Suite

Good for ticketing, other use cases could use some development work

Reviewed 4 years ago

Ticketing. It's our customer-facing helpdesk, but internally, we use ServiceNow.

Pros

Good for ticketing systems and really hums when it's automated. Fairly widely used in the industry so there's a lot of good forums and support on it.

Cons

It's aged. I don't feel like it's kept up with modern devops practices and has stayed more with traditional ticketing systems. Often, even with DKIM/SPF/DMARC, we still get emails from Zendesk ticketing system marked as spam.

AH
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Alex H.

Security and Investigations, 1,001-5,000 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Simple Ticket Management

Reviewed 2 years ago
Pros

Integration with slack to set up a virtual helpdesk for our distributed teams

Cons

Can not think of any cons at this time.

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Neeraj B.

Retail, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Awesome tool for helpdesk

Reviewed 6 years ago

It really helped me to keep track of all the replies sent to customers and hat logs and I can make improvements in my team t handle our customers in a better way. We can train this tool to predict possible solutions for common issues raised by customers.

Pros

- Integration with my in-house products. - We can train this tool to predict possible solutions to the common problems - Easy to understand, no special training is required for staff - UI is highly interactive, users can simply report issues or share concerns - My customers are happily using it.

Cons

Cost per month is a bit high as compared to other helpdesk tools available in market.

AvatarImg

Verified reviewer

Construction, 1,001-5,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Zendesk for Helpdesk Issues

Reviewed 6 years ago
Pros

My company uses Zendesk for the purpose of our IT helpdesk. It enables our IT department to assign and easily track our helpdesk tickets so that they are able to easily resolve high volumes of IT issues.

Cons

I haven't had any negative experiences since our company began using the software a few years ago.

LJ
AvatarImg

Louis J.

Telecommunications, 1-10 employees

Used other for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Great Helpdesk with Integrations

Reviewed 6 years ago

We setup a helpdesk software using one of the tower-tier plans.

Pros

Lot's of integrations in to CRMs, Live Chats, other Helpdesks etc, strong APIs, White label ability, FAQ / Tech Guide for customers which is a plus.

Cons

The pricing has different levels for different features however the Elite Enterprise package costs stupidly expensive.

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Adam B.

Government Administration, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Helpdesk on Steroids

Reviewed 5 years ago

Zendesk helpdesk has streamlined the way that we track our support requests.

Pros

Super simple to setup and get started. Works flawlessly in every aspect in setting rules, communication and forms.

Cons

Email setup took a bit of time and effort - but that was probably our hokey email setup more than anything else.

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Andy M.

Computer Software, 501-1,000 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Zendesk Suite logo

Zendesk Suite

So Simple

Reviewed 6 years ago
Pros

Zendesk has been an excellent, no-frills way to manage our Technical Services/Helpdesk requests.

Cons

I have no complaints with Zendesk or its functionality.

MS
AvatarImg

Matheus S.

Farming, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zendesk Suite logo

Zendesk Suite

Customer success in the right way

Reviewed 6 years ago

It's the official tool for helpdesk, of my company, to our costumers.

Pros

Integrate Zendesk with other tools to make the helpdesk task more concisely and good to users and companies.

Cons

It can be limited for some needs. You have to use to know, based on your issues.

JK
AvatarImg

Jan K.

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Zendesk Suite logo

Zendesk Suite

The best helpdesk software

Reviewed 7 years ago
Pros

Great for implementing tracking and controls over helpdesk tickets at any size company. Very flexible.

Cons

Expensive and some features are difficult to implement. I didn't like the mobile app, because it wa slacking functionality.

NJ
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Natalie J.

Marketing and Advertising, 201-500 employees

Used daily for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Zendesk Suite

Zendesk is a great product

Reviewed 5 years ago

We use it as our internal helpdesk and I find it very useful.

Pros

How easy it is to maneuver through the interface!

Cons

i dont really have any complaints about it.

KL
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Kara L.

Financial Services, 201-500 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Zendesk Suite

User friendly and multi-functional

Reviewed 5 years ago

Great way to keep up with inbound customer inquiries, applications, and helpdesk tickets.

Pros

Zendesk is user friendly on both the user and administration side. It is a simple and effective way to keep up with tickets coming through. You are also able to make internal and external notes- so you could use it as a email portal, too.

Cons

The largest con and irritation is the auto notifications. These are sent on, what feels like, almost every key stroke which can overwhelm the emails.

PP
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Pascal P.

Information Technology and Services, 51-200 employees

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Zendesk Suite

Zendesk has it all - almost - as a helpdesk system

Reviewed 3 years ago

It is a good tool for helpdesk agents, but can be improved for supervising

Pros

There is not much to complain about, so said differently it is a very good app. All helpdesk needed functions like SLA and automations are covered and the look and feel is fine, but nothing special.

Cons

What didn't come in handy was the lack of KPI's. There are dashboards and reports, but we didn't manage to get all the informations as needed out of it.

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Brandon M.

Financial Services, 51-200 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Zendesk Suite

Great support solution

Reviewed 5 years ago

Works great, it's really the industry standard in its field.

Pros

Works well for internal and external support. Internally used for IT helpdesk, externally for customer complaints.

Cons

Automated emails are generally helpful but can get annoying at times. It's overall a good product though.

RE
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Richard E.

Retail, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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HelpDesk

Better than the rest!

Reviewed 5 years ago

We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

Pros

Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.

Cons

Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.