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Zendesk

Service-first CRM company that builds support & sales tools

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Zendesk Reviews

Reviews summary

Pros

Overall, my experience has been good. It's a popular platform for a reason as it contains popular features such as reporting and analytics, easy transfers, and visitor history.

Alisa R.

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The variety of add-ons is big. I love how you can categorize all the tickets and have the ability to have chat in the same window as email tickets.

mojca k.

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I like how the phone is built into the suite, updates to tickets is a nice feature as well. Integration with Stella is good too.

Jean-Paul L.

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Cons

I dislike that unless you are communicating within the actual Zendesk software with your admin/technical support team, it comes through as a confusing email thread that is hard to follow.

Brittany U.

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Tremendously disappointing for a company that sells ticketing software to have such a poor interaction when it comes to using it.

Jeff K.

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Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.

Sarah B.

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Overall rating

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1,346

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88%
positive reviews
96%
would recommend this app

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2,568 reviews

recommended

Overall Rating

Zendesk helps us serve our customers better

Reviewed 3 months ago

Overall Rating

Must have app for support

Reviewed 7 months ago

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

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A lot of features and fast and easy to use ticket system

Reviewed 2 months ago

Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros

Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons

It can be very complex/difficult at certain point due all the features that they offer.

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

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Need help from Zendesk? Forget it. Don't even bother.

Reviewed a year ago

Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.

Pros

The software functions nicely. It is very well put together. They make it easy to run a help desk.

Cons

The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.

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

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Zendesk is a powerful CRM tool that totally worth the price.

Reviewed 15 days ago

Zendesk provides a good ticket management system, knowledge base platform (hosting documents) with security-based permissions and insights. Comparing to competitors such as Freshdesk or Jira, even though they are cheaper, they can't provide the functionalities that Zendesk provides. Zendesk allows us to perfectly track our cases, analyze the performance through insights allowing us to understand what we have to improve in order to improve our customer CSAT.

Pros

I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API.

Cons

Sometimes, I felt that Zendesk has a lot of limitations. For example, when creating business rules, you cannot use the AND and OR function, it's either AND or OR per one business rule. When utilizing Zendesk for internal use, Zendesk still lacks lots of functions such as conversation history, child-ticket, and etc. Even though some of them are already available on Zendesk Marketplace, these add-ons should be free rather than asking us to pay extra for them. Also, the technical customer support is not that useful. Zendesk pride in having 24-hours technical customer support when compared to competitors but out of 10 cases that I asked for, only 1 or 2 cases the technical customer support could help me. Most of the time, our team fixed the issue by ourselves.

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

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A living nightmare

Reviewed 3 months ago

I've used Zendesk in all of the ventures I've participated in. Unfortunately. I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.

Pros

Sticking to Zendesk is very easy. Open a free account, plug in your email and you are off. Thats the reason this company is such a popular customer support software. Start off frictionlessly and you won't ever be able to stick away from them. That doesn't mean they are a good solution.

Cons

As soon as you want to build some sophisticated solutions with ANY digital company in 2021 requires from day one, you will face two things: 1) Advertised features for enterprise plans which don't actually exist, or are a euphemism of what one can understand. I.E. a sandbox environment. We literally got told it didn't exist after we hired enterprise chat. 2) A terrible - terrible is the word, I honestly...

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

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Productivity and Efficient Support tool

Reviewed 6 months ago

We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. 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. Also their training and learning cost is High which should be reduced.

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

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Worth the service and product

Reviewed 9 months ago

Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.

Pros

The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.

Cons

The service is quite slow and the product even has downtime.

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

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Better Ticketing system

Reviewed 6 months ago
Pros

If you are looking for better and alternate ticket system then Zendesk is the best. You can easily setup Macros and Triggers. Apply tags to tickets which helps you filter out the tickets. You can rout tickets and set automated responses and follow up replies. Zendesk provides you better reporting than other ticketing systems. You can setup your own domain to hide Zendesk URLs.

Cons

Macros and triggers are hard to setup, just make them a bit easier.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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A Great Starter Costumer Service Platform

Reviewed a month ago

Overall, this was a great management platform. We discontinued because it did not have an upsell feature and wasn't very friendly to multiple users. I'd say it's perfect for a start up with with only one or two agents.

Pros

I enjoyed how easily the dashboard was to navigate and how streamlined the communications are to accept on the Live Chat.

Cons

It's confusing to update and add users. Too many places to go and too many different places to click!

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

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One of the best ticketing tool in the market

Reviewed 6 months ago

One of the of the best

Pros

It's one of the best ticketing tool in the market because it's issue tracking in a systematic way helps solve the problems faster Also can view how many of them are viewing our ticket so we need not approach them unnecessarily

Cons

There are no cons till now. The application is performing as expected

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Likelihood to recommend3/10

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Not my first pick

Reviewed 2 months ago

This app works fine for most needs. However, it gets very costly as you add components.

Pros

Out of the box, it is pretty straight forward. Knowledge base layouts are clean, easy to nest.

Cons

Expensive. All the tools you need, are add ons.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Zendesk is an intuitive and reliable CRM tool.

Reviewed 4 days ago

Zendesk is our ticketing platform at present. Again, it helps us connect with our employees who need assistance whenever necessary. Another feature of the software is it can host a page containing a library of helpful articles and documentation for our customers. These articles can also have secured visibility by assigning user segments allowing us to manage effectively.

Pros

Zendesk is quite easy to implement and is reliable. It is able to support what we needed in our organization for providing support to our customers (mainly our employees) in the HR space. At present, we implemented to support the employees' entire life cycle from recruitment to termination and even post-termination. Zendesk has the capability to integrate with other systems like Workday through APIs, where we can manage user creation, updates, deletion, and ticket management. They also have a built-in analytics feature where we can build queries and dashboards within Zendesk, enabling us to do ticket analyses and handle SLAs to improve our customer satisfaction.

Cons

The pricing is relatively high, given the limitations that Zendesk can provide, especially the licensing costs. We also experienced difficulties in reaching out to technical support. There were multiple times that the technical support would say that what we're asking for is not technically possible, but our developers were able to find the solution ourselves. Moreover, they don't have a way to support escalations whenever necessary. In managing security through user segments, the logical functions are quite limited which makes it hard for us to create complex rules.

Overall Rating
  • Ease of use
  • Features
  • Likelihood to recommend8/10

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Recommended if you have high volumes of support tickets

Reviewed a year ago

While there are a couple of issues with Zendesk, overall I find it a far preferable option to dealing with these tickets through e-mail, Slack, or a personal basis (barring cases where this would be the better solution). If you are getting enough volume of tickets that support ticket software seems like it'd help your business, you can afford to get it.

Pros

Gives you a central hub to handle support tickets (in my case, internal). Rather than handling issues faced by colleagues through e-mail or a chat program, thus, cluttering either up, you can sort it all away into a separate place. It usefully has both e-mail notification and Slack integration abilities, which means being aware right away when an issue is sent in. It also has the ability to link tickets...

Cons

While the software does a good job of providing a central hub for managing support tickets, it has a couple of improvement points. The ability to not reopen a ticket if someone is simply thanking you would be nice, and one that has been requested a while that has never been implemented. Navigating the help center where you can write articles is a bit confusing to navigate and requires specific flows to get to view vs edit mode. Furthermore, the formatting tools you are offered for creating articles are quite limited, clunky, and awkward. If you want to write anything other than very bland and simple text, you'd be better off linking to an external site with better options, such as Google Docs.

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

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Communicate effectively with your customers, ¡Use Zendesk!

Reviewed a year ago

Zendesk, has helped me to perform better the solution of any problem that our clients may have, has given us the possibility of creating automatic responses, through different forms of communication, thus, it has made my work so fast and easy. Its reporting function is also really very beneficial, to see what the trends are, in sending emails to our dissemination team. Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way.

Pros

Zendesk, is a reliable application, your ticket collection and autocomplete form is always available. In addition, it helps us resolve inquiries about calls, through your help in responding to the distinctive clientele of different media channels, and having them move through help guides before they can engage in a conversation with managers. I like Zendesk because its tools are necessary for effective management towards the guest, they facilitate the alternation of emails and take internal notes, in addition to recording telephone calls and voice memos are only for employee use. All your tools are vital to manage the accounts of our customers. It is highly recommended, a satisfied customer is one more achievement.

Cons

The main drawback of this skillful application, is that its long-lasting features and simple to implement, are requested by customers through the community, are not added to the product, the user interface is not one of the most attractive that exist , although it presents all the functionalities implemented at the same time, so enough time is spent to fully familiarize yourself with this software and make the most of its performance. Several changes can further improve workflows or provide better interaction between the company and the clientele. Your online training is not the most complete because you do not have fasting forums or personal training. There is no free trial available to test the software before you are told to opt for a paid plan with all available features.

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

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Market Leader in Ticketing Software (Probably)

Reviewed a year ago

Overall, Zendesk allowed us to create a new ticketing platform and process for the business. Its integration with Slack drove great user adoption and encouraged submissions. This platform allowed us to report on the most common IT and biz ops issues at our org while allowing "agents" to service and help the team effectively. It's pretty ideal that you can manage your workload, triage requests, and reply to folks all in a few clicks. It's really all-in-one if you integrate with your CRM too.

Pros

Top features for me in this tool were the GoodData reporting flexibility, ticket automation, and clean user experience. We didn't leverage the knowledge base, although being able to click to directly create an article after a ticket submission seemed like a slick feature. The ability to add lots of custom fields of varying types, create automation based on those fields, and rout tickets to end users was key. There's great flexibility in what you can achieve between the user permissions, user groups, and the form/landing page as part of the tool.

Cons

Some of the out of the box reporting seemed a little bit wonky in comparison with what I would pull in the GoodData insights area. Honestly, very few cons about Zendesk, although the price is a bit steep for a ticketing platform. This being said, though, it's very powerful and you get what you pay for with software.

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

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Fastest way to connect and interact with your website visitors!

Reviewed a year ago

A wonderful tool to have on our Resort website! This tool has helped my team and myself close sales in less than 15 mins. Definitely a great tool for support as well. It's a faster and convenient way for clients to reach out to us and get information which leads to great costumer service! My team is very satisfied with Zendesk Chat and we look forward to its continuous updates! It is part of our sales & support team! Keep up the good job!

Pros

That our clients can visit our website and ask questions right away about our services and our team helps them I'm purchasing the right services there and then! We can see clients who visit our website and we can interact with them and offer assistance. My team has closed sales just by chatting with clients, which makes this a wonderful tool! We are very pleased with this service.

Cons

My team is very happy and pleased with this software! We have no complaints. It's very useful as it helps us provide instant support to our clients. This is part of our sales team!

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

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Zendesk - Robust Ticketing Software

Reviewed 2 years ago

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

Pros

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

Cons

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

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

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Has a Lot, but Surprised By What it Lacks

Reviewed 2 years ago

Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.

Pros

The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.

Cons

The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.

Overall Rating
  • Ease of use
  • Features
  • Likelihood to recommend6/10

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Easy Inter-team Communication and Customer History

Reviewed 2 years ago

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.

Pros

Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

Cons

There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

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

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Excellent customer service solution

Reviewed 2 years ago

This software has been really efficient since not only it allows to give a good attention to the client but also it is possible to do a follow-up to the attention agents to know who stands out the most, who are available to take care of the client and this makes that not wait for any client but all are served in the best way possible and you can solve their problems in the shortest time, there is also no way to have a collapse in the channels as there are different channels of attention that can be chosen to suit each client, that is why I think Zendesk is a tool with great potential and can be used in any type of company regardless of the size of it.

Pros

Zendesk is a customer service software with very relevant features that make me like it, one of them is that it has an extremely friendly interface, since it can be customized which allows it to be easy to use, allows the agent to have information about who the client is, in this way the help process becomes simpler and faster, the client can choose because they want to be served because this software...

Cons

Despite being extremely efficient in terms of providing the most optimal tools to make the customer service process simpler and faster and adjusted to the needs of each client, this software still has some things that should improve as is the case of providing plans that can adjust more to each company since their plans has a fairly high price, also the creation of reports is very efficient but it is not easy to use so it can take more time than expected to complete the same

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

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It's what everybody's doing

Reviewed 2 years ago

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.

Pros

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..).

Cons

What I like least about Zendesk is the automated "your ticket is open" and "your ticket is closed" functionality. This confuses customers a lot. We will close a ticket (email chain) and then zendesk automatically sends out to the customer a separate email that says "hour request is now closed." This really confuses customers- especially older ones. They'll send us a separate email saying "what request? what is closed" and we have to explain it to them, and then close the ticket again, thus sending the same "your request is now closed" email to them. Sometimes it's an endless circle.

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

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

Reviewed 3 years ago

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...

Pros

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.

Cons

Because it is so full-featured, it can be years' work to get everything set like you need, and they provide little to no assistance. Some of the basic settings are so deep and so spread out, you'll spend hours reading through Help articles to understand how to customize your ticket form. It is NOT small-business friendly, it is really meant for large companies with someone dedicated to maintaining this software.

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

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Quick and easy implementation to my Support Center

Reviewed 3 years ago

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 organizations

Pros

Zendesk 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...

Cons

Zendesk for being a tool for customer service would be interesting to link or customize good practice agreements at the service level and operational. We as a client can add response times, and define with a category that is requirements or request and that are incidents. Next, what features Zendesk would need: * Add response time according to the type of requirements or request. * Define type...

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

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Clean and user friendly!

Reviewed 3 years ago

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.

Pros

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...

Cons

I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.

Overall Rating
  • Ease of use
  • Features
  • Likelihood to recommend8/10

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Great tool for customer support

Reviewed a year ago

Zendesk has been an amazing tool! You have all the options you need to work more efficiently and as part of a team. It has so many features that you never stop finding new options to improve the work in the team. It is user friendly and it has a clear interface. You just need to take your time to find and learn how to apply all the features to your everyday taks. I will definitely recommend it!

Pros

It took me a while to get to know more than the basic features in this platform, and once I did I loved it. You can easily create macros, these are templates for emails or replies that you usually send. Using this feature you don't need to write all over again everytime you need to reply the same you can just find it there. You can create a lot of them and name them easily to find them later. You can...

Cons

I am not sure I can say this is a negative thing. But I would like to see more video tutorials on how to use specific features and how they may apply to your team and company. There are a lot of help pages, but in order to find specific things you usually need to contact customer support, which is not bad, it just takes extra time.

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

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Must have app for support

Reviewed 2 years ago

We are using Zendesk for all support and it has been great. Our customers view us as a big company and we are a small company. We love Zendesk talk as it has saved us from implementing a phone system.

Pros

Integrated channel support. The ability to have customers interact seamlessly via chat, email and voice.

Cons

Would like greater interaction with account managers. We want to get the most out of the software but for the most part we have to figure that out on our own.

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