What is Zendesk?
Pros from reviewers
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Comprehensive and user-friendly tool: Zendesk is a reliable CRM platform that is user-friendly and capable of handling complex operations like subscription administration, phone calls, live chat support, and more
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Integration with other platforms: Zendesk integrates seamlessly with most popular order processing platforms, webstores, shipping logistics services, and other platforms like Stripe for payments and subscription administration services
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Flexible reporting features: Zendesk offers flexible reporting features that allow users to create useful reports for their business and customer support goals
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Multichannel support: Zendesk allows users to handle customer inquiries across email, live chat, social media, and phone, enhancing customer satisfaction and response times
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Integrated knowledge base: The Suite's Guide module provides an integrated knowledge base that enables customers to find solutions on their own, lessening the burden on the support team.
Cons from reviewers
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Interface learning curve: Some users find it challenging to get accustomed to Zendesk's interface, which can lead to initial struggles in navigating the platform
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Call feature issues: The call feature in Zendesk can sometimes be buggy, causing disruptions in communication with customers
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Complex ticket service: The ticket service in Zendesk could be simplified and include automatic deletion times to enhance user experience
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High pricing: Zendesk's pricing is considered high compared to other CRM platforms like Freshdesk, which offer similar features at a lower cost
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Limited customization options: Despite its high cost, Zendesk lacks certain features even at its highest tiers, limiting customization options for users.
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Main features
Starting Price
Free Plan
Automation and workflow
Multichannel support
Integration
Knowledge base
Ticketing system
Starting Price
$20
/ user / month
Free Plan
No
Automation and workflow
Multichannel support
Integration
Knowledge base
Ticketing system
6 months free on Zendesk
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How Zendesk compare to similar software?
Product
Price
$20
/ user / month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
Zoho and Zendesk are two prominent software platforms designed to optimize customer service and support operations. However, they cater to different business needs and preferences, so it's essential to understand their differences to make an informed choice that aligns with your specific requirements.
Zoho stands out for its extensive suite of business applications, including CRM, helpdesk, finance, and more. Its strength lies in centralizing multifaceted operations within a unified ecosystem, making it suitable for businesses aiming to streamline various aspects under one roof. Zoho provides a versatile, integrated solution catering to a wide array of business functions. Conversely, Zendesk focuses primarily on customer support and service management. While it can integrate with other software, its core competence revolves around ticketing systems, knowledge base creation, and enhancing customer engagement. Zendesk is well-suited for businesses prioritizing efficient ticket...
Zendesk and Gorgias are multi-channel ticket-management systems designed to streamline your customer service and support. While they share several features, there are some key differences to consider when assessing which is best for your business. Firstly, the platforms emphasize different industries. Gorgias is specifically designed for e-commerce. It includes comprehensive e-commerce features and deep integrations with platforms like Shopify, Magento, and BigCommerce. If you sell on one of these platforms, then Gorgias may be a top contender for your business. It makes it easy to manage returns and orders directly from the Gorgias dashboard without switching between Gorgias and the e-commerce platform.
Zendesk is a more versatile platform designed for use across a broader range of industries. Its extensive range of integrations makes it the choice of many businesses in the education, technology, and healthcare sectors. While it integrates with various e-commerce platforms, it...
Freshservice is a cloud-based ITSM tool suitable for small to large enterprises, offering a user-friendly interface and comprehensive functions like IT asset management, incident resolution, workflow automation, and a knowledge base. It excels in responding to tickets faster with canned responses and providing a basic ticket dashboard view for sorting and filtering tickets. Freshservice offers a free plan for up to 10 agents and pricing starting from $19 per agent per month, with a 21-day free trial. Freshdesk provides unique interfaces for each communication channel, including chat, phone, and ticketing. As a result, agents encounter a fragmented experience, constantly switching between various applications, tabs, and systems in order to locate the necessary information or context required to assist customers.
On the other hand, Zendesk provides diverse filtering for ticket dashboard views and offers advanced self-service capabilities through options like Guide Lite, with workflow...
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Freshservice
Intelligent, flexible and intuitive ITSM software
90% off the Pro plan for 1 year on Freshservice
Save up to $100,000
Who is Zendesk best for according to our reviewers?
Businesses Using Slack: Businesses using Slack can benefit from Zendesk Suite's excellent integrations. All their support tickets can be sent to a Slack channel, keeping the entire team informed.
Virtual Assistants: Virtual assistants can use Zendesk for customer management, handling customers via live chat, email, and voice. It integrates seamlessly with most popular order processing platforms, webstores, and shipping logistics services
Mid to Large Scale Businesses: Mid to large scale businesses offering email and/or live chat support can benefit from Zendesk's reliable and user-friendly CRM platform. It offers a variety of features, including integration with other platforms like Stripe for payments and subscription administration services
Small Business Owners: Small business owners can use Zendesk Suite to streamline their customer support operations. The multichannel support offered by Zendesk Suite enables them to handle customer inquiries across email, live chat, social media, and phone
E-commerce Businesses: E-commerce businesses can benefit from Zendesk's integration with Shopify and knowledge capture. It allows them to create a self-help library for their clients, customizing a help center based on the Copenhagen theme with custom CSS styling
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Zendesk Reviews
4.1
Zendesk rating
29 Zendesk Reviews
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Christina Brown
Zendesk Mobile App: Stay Connected and Respond Anywhere!
The mobile app of Zendesk is very convenient. It allows me to stay connected and respond to tickets even when I'm away from my desk
October 15, 2024
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Evelyn Martinez
An Ode to Zendesk: A Model of Customer-Centric Excellence and Ethical Business Practices
I am thrilled to be a part of what is possibly the most customer-centric company I've ever encountered in my professional career, which is fitting since they specialize in customer service software. Their business practices are transparent and it's so easy to adjust the number of seats from one year to the next. Despite the numerous options available, I am sticking with them. Their finance department is on top of things, sending accurate invoices and maintaining excellent internal communication, even ensuring service continuity when the correct invoice was paid on time. Something is seriously right with this company. The software itself is more than just okay, it's fantastic! It's exciting to think that they will likely thrive and grow due to their ability to run a business ethically. I can't understand why anyone wouldn't want to work for such a transparent company. I am beyond impressed.
October 8, 2024
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Finnegan G
Enhancing Customer Service with Zendesk
Using Zendesk has greatly improved our client experience as it has allowed us to implement new processes based on the data we collect. Our productivity has significantly increased and everything is transparent. We've managed to create a self-help library for our clients, even customizing a help center based on the Copenhagen theme with custom CSS styling. I have found nothing to dislike about Zendesk; the back-end user experience is the best I've come across. The integration with Shopify and knowledge capture is seamless. We've been using Zendesk Support for years and I'm confident we've only just begun to explore its capabilities. However, for a small business like ours, it's more than enough. I do wish that new feature requests could be implemented faster and that Zendesk could handle all new implementation requests. We switched to Zendesk Suite because of its excellent integrations. All our support tickets are sent to a Slack channel, keeping the entire team informed. Compared to other companies, their prices are quite affordable. Overall, I'm very satisfied with Zendesk.
September 30, 2024
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Lawrence
Exemplary Customer Service Experience with Zendesk
Zendesk is hands down one of the most engaging companies I've ever had the pleasure of dealing with. Even after I decided to change my subscription status, they continued to provide me with their services, which I found to be quite impressive. Their response time might seem a bit stretched, but I find it rather fitting for a support tool that's likely catering to a vast number of users. Two months down the line, they're still providing me with their services, despite my initial decision to cancel. Their persistence in ensuring I have access to their tool is nothing short of commendable. It's an absolute delight!
September 24, 2024
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Emma Rodriguez
Empowering Customers: Zendesk's Knowledge Base Feature Review
The knowledge base feature in Zendesk is a great asset. It empowers our customers to find solutions on their own, reducing our ticket volume
September 17, 2024
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Alden D
Seamless Integration: Enhancing Workflow Efficiency with Zendesk
As an IT manager, I appreciate the seamless integration of Zendesk with other software we use. It has made our workflow much smoother
September 10, 2024
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Finnegan D
Experiencing Efficiency and Quality with Zendesk: A Business Perspective
In my business, we've been using Zendesk and have been thoroughly impressed with the quality of their product. We initially started with four seats but realized we could efficiently manage with just one, thanks to the software's robust capabilities. It's quite remarkable how a customer relationship software company has designed a product that's so efficient and user-friendly. We've been trying to get in touch with them to discuss our new requirements, and we're eagerly looking forward to their response. It's a testament to their product's effectiveness that we're keen on continuing as their long-term, paying clients even as we adjust our needs. We're exploring all our options, but Zendesk remains our top choice due to its superior features and we plan to stick with them for the foreseeable future.
August 31, 2024
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Margaret B
Exploring Customer Service Policies: My Experience with Zendesk
I had an interesting journey with Zendesk. I signed up on December 8th and by the 18th, I had a change of heart and decided to cancel my subscription. To my surprise, they considered it as a renewal, even though it was my first invoice and my initial experience with the app. I found this to be a unique approach and it sparked my curiosity about their refund policies. I'm considering reaching out to PayPal to gain a better understanding of this process. It's quite an adventure exploring the different aspects of customer service with Zendesk!
August 25, 2024
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Stephanie
Zendesk's Top-Notch Reporting Capabilities
The reporting capabilities of Zendesk are top-notch. It provides insightful data that helps us make informed decisions about our customer service strategies
August 18, 2024
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Juan Martinez
Zendesk Suite: Revolutionizing Customer Support Experience
In my experience with Zendesk Suite, it has been a transformative tool for my business, resolving key issues and providing numerous benefits. As a small business owner, I struggled with managing customer support effectively, but Zendesk Suite has revolutionized my customer interactions and streamlined my support operations.The multichannel support offered by Zendesk Suite has been invaluable, enabling me to handle customer inquiries across email, live chat, social media, and phone. This has greatly enhanced customer satisfaction and response times, as I can offer timely help on their preferred platforms.Another notable advantage is the integrated knowledge base provided by the Suite's Guide module. This has enabled my customers to find solutions on their own, lessening the burden on my support team. This self-service feature has saved time for both my customers and staff, boosted customer engagement, and allowed my customers to resolve common problems independently.Zendesk Suite has also given me crucial insights into my support operations through its reporting and analytics features.
August 12, 2024
