Zendesk Features

Zendesk

Cloud-based Help Desk & Customer Support Platform

4.35/5 (2,393 reviews)

Zendesk Feature Summary

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

Competitor Feature Comparison

A/B Testing
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Notifications
Availability Indicator
Benchmarking
CRM Integration
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Contact Management
Content Filter
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Disaster Recovery
Drag & Drop Interface
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
Instant Messaging
Issue Management
Issue Tracking
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
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Two-Way Audio & Video
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
A/B Testing
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Notifications
Availability Indicator
Benchmarking
CRM Integration
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Contact Management
Content Filter
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Disaster Recovery
Drag & Drop Interface
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
Instant Messaging
Issue Management
Issue Tracking
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
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Two-Way Audio & Video
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App
A/B Testing
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automatic Backup
Automatic Notifications
Availability Indicator
Benchmarking
CRM Integration
Call Recording
Call Routing
Call Transfer
Caller ID
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Conditional Logic
Configurable Workflow
Contact History
Contact Management
Content Filter
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Disaster Recovery
Drag & Drop Interface
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
Instant Messaging
Issue Management
Issue Tracking
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
Queue Manager
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Updates
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Factor Authentication
Two-Way Audio & Video
Web Forms
Widgets
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


2,523 reviews

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

Android App


6,252 reviews

Zendesk Feature Reviews

25 reviewers had the following to say about Zendesk's features:

Subham Agrawal

ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years.

2018-04-04

Nearly immediate results for customer notifications and for internal email notifications.

Pros

Flexible ticket management with automated workflow Multi-channel support: email, web, phone, chat, social media Robust reporting & advanced analytics Branded customer-facing web interface Community forums Over 100 out-of-the-box integrations with 3rd party apps Multi-brand support with linked accounts Group rules and macros Screencasting Public and private forums Multi locale (timezone and languages) REST API Salesforce & SugarCRM integrations Real time updates Open API

Cons

Started a dispute with PayPal but still, I cannot elicit a response from Zendesk Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 501-1000 employees)

Chat Tool

2018-08-06

A great chatting tool for an organization

Pros

It has a Multi-Channel support like email, web, phone, chat, social media.

Cons

It do not suggest answers for the knowledge base.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Vivek Shukla

Value-driven but not Efficient

2019-08-08

Pros

- Real-time updates - Automated workflows - Easy Management - CSF/KPI based reporting

Cons

- Self-service subscription fails for the large volume of subscriptions under one domain - Chart conversion API crashes for the large size of data

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Shari Jacobs

Zendesk Support does a good job as an SMB-oriented helpdesk platform.

2018-04-06

While its support for ITIL seems to indicate more of an enterprise orientation, its lack of big business features such as change and asset management say otherwise.

Pros

Solid ticket management options, including social media. Support for ITIL and automatic workflows.

Cons

Lacks enterprise features such as change and asset management.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Financial Services company, 1001-5000 employees)

I like it - it's a central base for all of your documents and support team. Looks nice, easy to use.

2018-05-24

Customer service was also a great tool to use when I had trouble using it. The ticket system is great.

Pros

I like the ticket management options that includes social media as well as the automatic workflows and integration options.

Cons

It lacks change and asset management

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Outsourcing/Offshoring company, 501-1000 employees)

A Complete Omni Channel...

2018-03-07

We have a contact center; and we need to communicate wit hour customer through different channel, i.e. Social Media, Chat, Call etc.

Pros

Multi-channel support: email, web, phone, chat, social media. Knowledge base portal and community forums included.

Cons

You might need technical staff to configured or deploy Zendesk in your organization. It's bit expensive, if you want to avail all features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 501-1000 employees)

great helpdesk tool

2018-09-23

satisfactory.

Pros

the user can define the workflow for ticket management. the news modules like Guide, Chat etc really adding value to the overall package. integration with JIRA

Cons

they need to improve the customer service rather than rely more on knowledge base.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Bill Lin

Flexible Ticket Management System for Clients and Customers

2018-11-28

Pros

It has support for submitting tickets/inquiries via social media, online forums, and chat rooms, each with plenty of customizations.

Cons

The user interface is a little outdated in that when you have an influx of messages, it can get cluttered.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Justin Panté

Fully featured support tool for any enterprise

2018-07-25

Pros

- Feature set is good - High level of integration available - Support ticket management process is mature with good customisation options for your workflow - Knowledge centre also has a good level of customisation with support for localisation and custom themes.

Cons

- Configuration and UI is a little clunky for internal staff - Will require time and investment to setup correctly and maintain

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Alister Rutherford

Customer engagement with 360 degree view

2018-02-01

Allows for Chat, Email and Phone support.

Pros

Also the knowledge platform allows for creating a repository for support.

Cons

Reporting also needs to be better and more customizable.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Irv Villacorta

Great Ticket Management Software

2018-11-02

I am able to manage and report on open ticket times, see real time ticket queue counts, and assign tickets as needed to to members.

Pros

Creation of tickets via email submission Internal and External party usability Easy ticket reporting and management

Cons

Email formatting is clunky and may be hard to follow Automated emails cause confusion High price tag

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
vasu nelluru

its multi-channel support and a reliable ticketing system

2018-03-14

This is the best ticket management software and It makes life easier to be able to share information or data.

Pros

I love the way that it manages customer purchase history, inventory levels, communication history from chats, email exchange, and call transactions and aility to create rules to automatically file requests and emails into groups or departments based on a number of values Create a branded knowledge base for staff, users and customers also tool will Integrates with a large number of apps, including MailChimp, Trustpilot, Shopify, WooCommerce, Xero and many other solutions,powerful reporting and customer satisfaction surveys and Macros are a plus.

Cons

Expensive if you want to use all features of Zendesk The free tier has had functionality taken away over time, and adding lots of users can make it less competitive cost-wise.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ozan Ozcan

Versatile customer service solution

2019-07-17

With Zendesk, we are able to receive feedback from all web, iOS, Android and email channels.

Pros

Offers a handy API for collecting tickets through website and mobile applications.

Cons

Installation on the API side, in particular, is troublesome.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jonathan Tanis

Implementing Zendesk is one of the best decisions we have made as a growing organization.

2013-05-23

Zendesk improved our response times dramatically, provides insights into the type of issues and questions our clients ask about, and keeps us accountable to our customers' feedback through integrated client surveys after tickets are "solved".

Pros

Zendesk provides effective branding, extensive customization and flexibility of the workflow, ticket views, triggers, and automation to escalate and flag issues as important throughout our organization.

Cons

Search and finding customers in the database can be slightly slower than traditional CRM apps, though I think it replaces the need for CRM for operations' staff.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Mechanical or Industrial Engineering company, 10001+ employees)

One of the most flexible call center solution I have ever seen.

2019-04-22

We use it mainly for ticketing needs, it may be HR, IT.

Pros

Easy to setup Real time support to customers.

Cons

Nothing as of now. Great tool with reasonable pricing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Senior Designer (Information Technology and Services company, 1001-5000 employees)
Verified Reviewer

A comprehensive and concentrated platform for client service.

2019-08-14

Pros

Implementation of Zendesk is very responsive, white labeling service for corporate branding. customer-friendly support service which allows the user to use the different platform such as email, social media.

Cons

A little bit difficult CRM synchronization.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Carlos Eduardo de Souza

Our choice for customer relationship

2018-05-04

Pros

We use Zendesk on a daily basis and it's great because it enables us to keep track of all our communication (live chat and ticket system) with our customers.

Cons

Could offer more integrations with external applications (maybe APIs) which could improve our workflow.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
ALEXANDER FONSECA

• Support tool that has quality charts and reports.

2020-01-18

• it is a good support tool, as it has quality graphics and reports, but due to the competition that exists today, the resources it offers in the basic plan are to be desired.

Pros

. • Greater knowledge of our customers, because through constant monitoring of the service provided, you can identify patterns of user behavior through calls. • It is accepted in any internet browser. • Through online chat, customers can chat with an online attendant to answer questions, open calls. • Has reports and graphs that facilitate the management and monitoring of metrics to measure customer satisfaction. • It has the function of pre-defined and automatic responses, leaving the system automated. • Agility to work for our technical support team; • Tutorial entirely in Portuguese instructing through the step by step how to use the system.

Cons

. • Has no integration with Zapier and Google Analytics;

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Leena Jain

Great product

2013-04-19

Anyone can use it for replying to tickets.

Pros

ease of use integration with other apps

Cons

Not a robust chat mobile chat not available Reporting Some set nuances in Tagging structure

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Brian Weinberg

Great help desk tool with excellent reporting and ticket management

2018-07-26

Pros

The software integrates with most of our 3rd party vendors

Cons

ease of use - alot to learn and figure out before you can use the software in our production help desk environment

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Shirley Shen

A good help desk software.

2018-05-24

Zendesk has strong automation and improves workflow.

Pros

It is relatively easy for administrators to set up the application to meet major goals.

Cons

Functionality may be improved as I observe a lack of integration between Zendesk chat and ticket reporting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Piotr Sarat

Zendesk, good but not perfect.

2014-12-29

Pros

I like that Zendesk allows ticket management by multiple teams in one system.

Cons

There is no simple calendar integration with requests.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering Zendesk

If you need a easy way to keep track of tickets and allow multiple teams to interface from one product, this is pretty good at that.

Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Consumer Electronics company, 11-50 employees)

Zendesk - There are better solutions.

2018-09-20

Zendesk is our Customer Service management platform.

Pros

Like the range of apps & integrations they have, this allows users to connect different tools together for tracking & reporting.

Cons

It's too easy to use Zendesk in a silo and it ends up being a real barrier to seeing a full view of customer interactions with your company.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Mehak Bagla

Verified Reviewer

A useful tool for providing quality support to your customers

2018-11-06

Pros

You are also offered multi-channel support on e-mail, web, phone, chat, and social media.

Cons

Zendesk has limited functions, including advanced trigger logic, limited use of the CC field, and lack of integration between the chat and ticket reporting features.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more
Feastre Lopez

Zendesk provides us with everything necessary to handle technical support well

2019-07-28

Working with Zendesk is highly recommended for technical support teams and for call centers, since without a doubt its great strength is the variety of tools it has to manage telephone calls, including the automated routing of these.

Pros

With this service, each ticket can be prioritized over others, depending on the severity of the case, in order to address the most complicated and time-consuming situations.

Cons

Now, the Zendesk platform has many limitations in terms of its communication tools.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more