What Is Zendesk?
Zendesk is the only complete customer service solution, that is both easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster.
Who Uses Zendesk?
Over 160,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.
Where can Zendesk be deployed?
Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile)
About the vendor
- Zendesk
- Located in San Francisco, US
- Founded in 2007
- Phone Support
- 24/7 (Live rep)
- Chat
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About the vendor
- Zendesk
- Located in San Francisco, US
- Founded in 2007
- Phone Support
- 24/7 (Live rep)
- Chat
Zendesk videos and images
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Reviews of Zendesk
Muhammad daud S.
Alternatives Considered:
Great platform for support and ticketing
Comments: Overall Zendesk is easy to use, interface and options are quite straight forward, response is quicker and easy to manage the logs/requests/tickets and users
Pros:
I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.
Cons:
Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.
Sarah H.
Zendesk is a good helpdesk with many features
Comments: We are really pleased with the Zendesk platform. Since then, we've seen an increase in the quality of service we provide to our customers. I particularly appreciated the ease with which a new manager or technician could be added to the system without requiring a significant overhaul of the dashboard.
Pros:
It's a great cloud application with great uptime, and it streamlines our job while we're doing live chat with customers to resolve a specific issue. For my team and myself, automating the ticketing process is the ideal solution. When a ticket is created, an automatic email is sent to the client, and when it is resolved or closed, another email is sent to the customer.
Cons:
Even though I appreciated the functionality and automation, I had to spend a lot of time figuring out how to use the dashboard. This application's pricing is too expensive for an early company since it has functionality that they may not require.
Kt T.
The cheapest option but it “works”
Comments: Abysmal
Pros:
This is a great choice if you can’t afford something like gladly and that it is your only other choice. Customer service support is nonexistent. The software constantly is glitchy and doesn’t work.
Cons:
Probably the customer service support which is condescending when it does get back to you and then runs you around for weeks until it winds up blaming you for something that their software did. While the whole time never giving you any solution
Shayla B.
We've reduced customer service handling time with Zendesk
Comments: Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack.
Pros:
I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.
Cons:
The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.
Denise W.
This helps us to better serve our customers
Comments: We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.
Pros:
There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.
Cons:
New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.
