Zendesk Features

Zendesk

Service-first CRM company that builds support & sales tools

4.36/5 (2,670 reviews)

Zendesk Features In Depth

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.

Competitor Feature Comparison

360 Degree Feedback
AB Testing
API
Access Controls/Permissions
Account Alerts
Account Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Batch Communications
Blended Call Center
CMDB
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Monitoring
Computer Telephony Integration
Configurable Workflow
Configuration Management
Contact Database
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
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Filtering
Forms Management
Full Text Search
Gamification
Geotargeting
Health Score
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge 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
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Onboarding
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Phone Key Input
Predictive Analytics
Predictive Dialer
Print Management
Prioritization
Proactive Chat
Problem Management
Procurement Management
Progressive Dialer
Project Management
Quality Assurance
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Revenue Management
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
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
Voice Customization
Voice Mail
Website Visitor Tracking
Widgets
Win / Loss Analysis
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
360 Degree Feedback
AB Testing
API
Access Controls/Permissions
Account Alerts
Account Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Batch Communications
Blended Call Center
CMDB
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Monitoring
Computer Telephony Integration
Configurable Workflow
Configuration Management
Contact Database
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
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Filtering
Forms Management
Full Text Search
Gamification
Geotargeting
Health Score
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge 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
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Onboarding
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Phone Key Input
Predictive Analytics
Predictive Dialer
Print Management
Prioritization
Proactive Chat
Problem Management
Procurement Management
Progressive Dialer
Project Management
Quality Assurance
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Revenue Management
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
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
Voice Customization
Voice Mail
Website Visitor Tracking
Widgets
Win / Loss Analysis
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
360 Degree Feedback
AB Testing
API
Access Controls/Permissions
Account Alerts
Account Management
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Batch Communications
Blended Call Center
CMDB
CRM
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Change Management
Chat/Messaging
Churn Management
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Monitoring
Computer Telephony Integration
Configurable Workflow
Configuration Management
Contact Database
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
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Document Storage
Drag & Drop
Email Distribution
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Filtering
Forms Management
Full Text Search
Gamification
Geotargeting
Health Score
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Interactive Content
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge 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
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
On-Demand Communications
Onboarding
Online Forums
Outbound Call Center
Performance Metrics
Personalization
Phone Key Input
Predictive Analytics
Predictive Dialer
Print Management
Prioritization
Proactive Chat
Problem Management
Procurement Management
Progressive Dialer
Project Management
Quality Assurance
Queue Management
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Revenue Management
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
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
Voice Customization
Voice Mail
Website Visitor Tracking
Widgets
Win / Loss Analysis
Workflow Configuration
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


2,931 reviews

Requires iOS 13.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


6,717 reviews

Zendesk Feature Reviews

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

Subham A.

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
Sahar N.

Not always the good option

2021-04-26

I used Zendesk to chat with clients everyday and it has been a quite expensive and rough experience. The alert sound is as bad as one could sound and the lack of some useful features proved a NO GO!

Pros

I liked the simple yet useful UI of zendesk. The ticketing system is very useful and efficient, reporting and user data is useful and quite accurate.

Cons

I always missed that if we can discard the delivered reply on a live chat, zendesk lacked this major feature.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Vivek S.

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
Rick S.

Does the job well in a customer facing environment handling chats emails or phone support

2017-12-05

Measurement of analytics should be more apprehensive other the rating on emails and chats

Pros

Customizable in the finest details tailor made agents aligned and triggered on skill.

Cons

Analytics could be more thoroughly measures on different metrics. No self learning interface where an algorithm picks up on customer behaviour and recommends based on this or suggests and relates based on this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Leena J.

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
Alister R.

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
Anonymous
(Internet company, 201-500 employees)

A chat tool for web users

2020-05-13

If you use all Zendesk Suite, Chat it's a great add-on, and it's cost per agent it is fair enough when compared to all the metrics you can gather.

Pros

It can help support teams to obtain metrics, SLA and agents performance with assertiveness, inside Zendesk ticketing tool (which can organizes user contacts with your company)

Cons

.): it lacks the ability to customize in depth, and it doesn't feature a great UI.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Customer Experience (Computer Software company, 1-10 employees)
Verified Reviewer

Great support ticketing system

2019-05-08

Pros

- easy to use - great knowledge base for self service

Cons

- chat is not mobile friendly for a low volume of calls

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Alisa R.

Zendesk is Functional: Customer Service...not so much

2019-09-06

It's a popular platform for a reason as it contains popular features such as reporting and analytics, easy transfers, and visitor history.

Pros

It gives customers the ability to rate their support and our support representatives can request that feedback as well.

Cons

I often have to reach out a second or third time to get attention.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
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
Saheed A.

Zendesk - Effective Ticket Support Software

2021-02-11

Apart from the fact that Zendesk provides centralized support and data for general enquiries, it facilitates a powerful reporting of customer satisfaction surveys. Zendesk software incorporates a large number of Apps such as Mailchimp, Shopify, Xero and others.

Pros

The software fosters better client engagement with chat and real-time messaging systems.

Cons

Data export challenge of Zendesk software a great difficulty in managing data to both JSON and CSV files. Having advanced features like triggers and automation in the subscription package turned out to be too steep.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

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

Flexible Ticket Management System for Clients and Customers

2018-11-28

Pros

This allows us to tailor each channel of communication based on demographics.

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
Ozan O.

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
Irv V.

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
Anonymous
(Computer Software company, 11-50 employees)

Great customer experience and easy Support management

2019-02-15

We use Zendesk to manage Support tickets, Knowledge base, FAQs and even live chat. It has really allowed us to provide a smooth experience, track support tickets, and offer a forum for clients to self-service by searching for information we've already developed.

Pros

I love how easy it is to share knowledge base articles, documentation and support to customers while maintaining branding and a seamless experience with our marketing website.

Cons

It is a little expensive for what we need, but the pros outweigh this con.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

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

The easy ticketing system

2019-12-05

We utilize Zendesk as our core CRM and ticketing solution for email, chat, text and analytics

Pros

The open source and compatibility with common CX tools. The low cost / high value is a substantial factor as well

Cons

Service is not as great and difficult to get help if needed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

Zendesk

2018-12-14

Experience is good, but reporting is a must feature across all plans ranging from basic to premium.

Pros

Easy access to portal from all screens ie mobile to laptop

Cons

Reports or Tickets dump as a default feature across all plans.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Raul G.

Zendesk is a robust platform for support ticket management

2020-05-10

Since we used Zendesk, the resolution time of our support tickets has been reduced considerably.

Pros

Another feature that I like is its alert system and its functions for tracking tickets.

Cons

Some configurations are so extensive that the available documentation is not sufficient to fully understand how to configure the software. I also believe that the documentation should be available in different languages.

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
Mahmoud F.

Contains all products related to customer and sales support

2021-06-04

We now offer seamless and quick customer support through phone, chat, email, chatbots and all social media platforms like Facebook and Twitter

Pros

Smart knowledge base for customers to self-serve Supports internal communication for faster collaboration on support issues

Cons

The vendor can include more self-help resources on the website to help with any issues that may arise

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Ashley W.

Great Customer Service Program!

2018-05-21

Easy to see and monitor customer emails and agents responses.

Pros

Links with our Live Chat so easy to create tickets from live chat.

Cons

Setting up was a little challenging, but once I got used to it, it was easier to navigate.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

Simple to use support ticketing application

2018-03-13

it allowed us to host our support portal and knowledge base in one system. we could automate responses to customers based on keywords they sent in their support tickets that reduced our need to personally answer each and every ticket

Pros

Internal/external messages make chats in a support ticket easier Simple to use and find our way around (great organisation) Allowed us to provide a knowledge base of FAQs easily to our customers

Cons

Expensive Quite difficult to email external people out of support cases (i.e people not connected to the ticket)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Govindraj S.

Productivity and Efficient Support tool

2020-11-10

We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

Pros

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Cons

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
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
vasu n.

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
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