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
- by Zendesk
- Located in San Francisco, US
- Founded in 2007
- Phone Support
- 24/7 (Live rep)
- Chat
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About the vendor
- by Zendesk
- Located in San Francisco, US
- Founded in 2007
- Phone Support
- 24/7 (Live rep)
- Chat
Zendesk videos and images
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Starting price
US$19,00/month
US$18,00/month
US$38,00/month
US$16,00/month
Free Version
Free Version
No
Free Version
Yes
Free Version
No
Free Version
No
Free Trial
Free Trial
Yes
Free Trial
Yes
Free Trial
Yes
Free Trial
Yes
Zendesk Features
CRM
- API
- Activity Dashboard
- Activity Management
- Activity Tracking
- Alerts/Notifications
- CRM
- Calendar Management
- Calendar Sync
- Calendar/Reminder System
- Campaign Management
- Contact Database
- Contact Management
- Customer Database
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Drag & Drop
- Email Management
- Email Marketing
- Email Templates
- Forecasting
- Interaction Tracking
- Internal Chat Integration
- Lead Capture
- Lead Generation
- Lead Management
- Lead Qualification
- Marketing Automation
- Mobile Access
- Opportunity Management
- Pipeline Management
- Projections
- Quotes/Estimates
- Referral Tracking
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Sales Forecasting
- Sales Pipeline Management
- Sales Reports
- Sales Trend Analysis
- Segmentation
- Social Media Integration
- Task Management
- Territory Management
- Third Party Integrations
- Workflow Management
Call Center
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Auto-Dialer
- Automatic Call Distribution
- Blended Call Center
- CRM
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customizable Reports
- Email Management
- IVR / Voice Recognition
- Inbound Call Center
- Interaction Tracking
- Live Chat
- Manual Dialer
- Monitoring
- Multi-Channel Communication
- Outbound Call Center
- Performance Management
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workflow Management
Call Recording
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Archiving & Retention
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Center Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Customizable Reports
- Event Triggered Actions
- File Transfer
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- On-Demand Recording
- Performance Management
- Performance Metrics
- Predictive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Recording
- Reporting & Statistics
- SMS Messaging
- Scheduled Recording
- Tagging
- Third Party Integrations
- Voice Mail
Community
- @mentions
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Calendar Management
- Chat/Messaging
- Commenting/Notes
- Communication Management
- Contact Database
- Content Management
- Customizable Branding
- Customizable Fields
- Customizable Templates
- Data Import/Export
- Discussions / Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Reminders
- Engagement Tracking
- Event Calendar
- Event Management
- Feedback Management
- Filtering
- Forum / Discussion Board
- Gamification
- Group Management
- Ideation
- Knowledge Base Management
- Live Chat
- Member Directory
- Membership Management
- Mobile Access
- Moderation
- Multi-Language
- Online Forums
- Personalization
- Real Time Notifications
- Reporting & Statistics
- SSL Security
- Single Sign On
- Social Media Integration
- Surveys & Feedback
- Tagging
- Third Party Integrations
- User Management
- Website Management
Complaint Management
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Assignment Management
- Audit Trail
- Canned Responses
- Case Management
- Chat/Messaging
- Collaboration Tools
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Service Analytics
- Customizable Branding
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Email Management
- Email Templates
- Feedback Management
- Forms Management
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Prioritization
- Quality Assurance
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Reporting/Analytics
- Routing
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Widgets
- Workflow Management
Contact Center
- API
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Notifications
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- CRM
- Call Center Management
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Chatbot
- Collaboration Tools
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer History
- Customizable Reports
- Data Import/Export
- Email Management
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- Performance Management
- Predictive Dialer
- Quality Management
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workforce Management
Customer Communications Management
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Auto-Responders
- Batch Communications
- CRM
- Call Recording
- Chat/Messaging
- Collaboration Tools
- Compliance Management
- Content Management
- Customer Database
- Customer History
- Customizable Branding
- Email Management
- Feedback Management
- IVR / Voice Recognition
- Inbox Management
- Interaction Tracking
- Interactive Content
- Knowledge Base Management
- Multi-Channel Communication
- Multi-Language
- On-Demand Communications
- Personalization
- Reporting & Statistics
- SMS Messaging
- Social Media Integration
- Surveys & Feedback
- Template Management
- Third Party Integrations
- Video Support
- Workflow Management
Customer Engagement
- AB Testing
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Behavior Tracking
- CRM
- Campaign Analytics
- Campaign Management
- Chat/Messaging
- Churn Management
- Communication Management
- Community Management
- Content Creation
- Content Management
- Customer Database
- Customer Experience Management
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Drag & Drop
- Email Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- Gamification
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Marketing
- Multi-Language
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Video Support
- Visual Analytics
- Widgets
- Workflow Management
Customer Experience
- API
- Access Controls/Permissions
- Alerts/Notifications
- CRM
- Collaboration Tools
- Customer Journey Mapping
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Visualization
- Drag & Drop
- Email Management
- Engagement Tracking
- Feedback Management
- Knowledge Management
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Language
- NPS Survey Structure
- Negative Feedback Management
- Predictive Analytics
- Real Time Analytics
- Real Time Notifications
- Real Time Reporting
- Reporting/Analytics
- Sentiment Analysis
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Text Analysis
- Third Party Integrations
- Trend Analysis
- Visual Analytics
- Workflow Management
Customer Satisfaction
- 360 Degree Feedback
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CES Survey Structure
- CRM
- CSAT Survey Structure
- Call Reporting
- Chat/Messaging
- Commenting/Notes
- Complaint Monitoring
- Customer Database
- Customer Experience Management
- Customer Journey Mapping
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Questions
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Data Visualization
- Drag & Drop
- Email Management
- Engagement Tracking
- Feedback Management
- Monitoring
- Multi-Channel Communication
- Multi-Language
- NPS Survey Structure
- Performance Metrics
- Process/Workflow Automation
- Ratings / Reviews
- Real Time Analytics
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- SMS Messaging
- Search/Filter
- Sentiment Analysis
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Third Party Integrations
- Trend Analysis
- Visual Analytics
- Widgets
- Workflow Management
Customer Service
- API
- Activity Tracking
- Alerts / Escalation
- Appointment Management
- Auto-Responders
- Calendar Management
- Call Center Management
- Call Routing
- Communication Management
- Contact Database
- Contact Management
- Customer Database
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Forms
- Customizable Templates
- Data Import/Export
- Drag & Drop
- Email Management
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Inbox Management
- Knowledge Base Management
- Live Chat
- Multi-Channel Communication
- Multiple User Accounts
- Performance Management
- Performance Metrics
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Rules-Based Workflow
- SMS Messaging
- Self Service Portal
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Template Management
- Third Party Integrations
- Virtual Assistant
- Voice Mail
- Workflow Management
Customer Success
- API
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- CRM
- Chat/Messaging
- Churn Management
- Collaboration Tools
- Communication Management
- Configurable Workflow
- Contact Management
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customizable Branding
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Drag & Drop
- Email Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- Health Score
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Multi-Language
- NPS of Customers
- Onboarding
- Performance Metrics
- Real Time Data
- Real Time Notifications
- Renewal Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Usage Tracking/Analytics
- Widgets
- Win / Loss Analysis
- Workflow Management
Customer Support
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Application Management
- CRM
- Call Center Management
- Chat/Messaging
- Chatbot
- Client Portal
- Communication Management
- Configurable Workflow
- Customer Database
- Customer History
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Email Management
- Email Templates
- Event Triggered Actions
- Feedback Management
- Help Desk Management
- Interaction Tracking
- Inventory Management
- Knowledge Base Management
- Live Chat
- Multi-Channel Communication
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Notifications
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- SSL Security
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Website Integration
- Widgets
- Workflow Management
Help Desk
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM
- Call Center Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Email Management
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring
- Performance Metrics
- Prioritization
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management
IT Service
- API
- Activity Dashboard
- Alerts/Notifications
- Change Management
- Client Portal
- Compliance Management
- Configuration Management
- Contract/License Management
- Customizable Forms
- Drag & Drop
- Help Desk Management
- IT Asset Management
- Incident Management
- Inventory Management
- Knowledge Management
- Prioritization
- Problem Management
- Project Management
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Release Management
- Resource Allocation & Planning
- SSL Security
- Self Service Portal
- Service Catalog
- Service History
- Service Level Agreement (SLA) Management
- Service Request Management
- Support Ticket Management
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Ticket Management
- Workflow Management
ITSM
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Audit Management
- Availability Management
- CRM
- Capacity Management
- Change Management
- Chat/Messaging
- Client Portal
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Creation
- Drag & Drop
- Email Management
- Help Desk Management
- IT Asset Tracking
- Incident Management
- Inventory Management
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Problem Management
- Project Management
- Release Management
- Reporting & Statistics
- Role-Based Permissions
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Workflow Management
IVR
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Center Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer History
- Customizable Reports
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Phone Key Input
- Pre-recorded Messages
- Predictive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- SMS Messaging
- Survey/Poll Management
- Surveys & Feedback
- Text to Speech
- Third Party Integrations
- Voice Customization
- Voice Mail
Issue Tracking
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Assignment Management
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Configurable Workflow
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Drag & Drop
- Email Management
- Help Desk Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Project Management
- Projections
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Recurring Issues
- Reporting & Statistics
- Role-Based Permissions
- Rules-Based Workflow
- SSL Security
- Self Service Portal
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Third Party Integrations
- Ticket Management
- Widgets
- Workflow Management
Knowledge Base
- API
- Alerts/Notifications
- Cataloging/Categorization
- Chatbot
- Collaboration Tools
- Commenting/Notes
- Content Library
- Customizable Branding
- Customizable Templates
- Dashboard
- Document Storage
- Drag & Drop Editor
- Email Alerts
- Feedback Management
- Full Text Search
- Knowledge Management
- Live Chat
- Mobile Alerts
- Mobile Interface
- Multi-Language
- Online Forums
- Pre-built Templates
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- SEO Management
- Self Service Portal
- Social Media Integration
- Templates
- Text Editing
- Third Party Integrations
- User Management
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
Knowledge Management
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CRM
- Calendar Management
- Cataloging/Categorization
- Categorisation/Grouping
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Configurable Workflow
- Content Library
- Content Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Decision Support Software
- Discussions / Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- File Management
- Full Text Search
- Gamification
- Knowledge Base Management
- Live Chat
- Multi-Language
- Online Forums
- Projections
- Real Time Notifications
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Self-Learning
- Single Sign On
- Social Media Integration
- Surveys & Feedback
- Tagging
- Text Editing
- Third Party Integrations
- Widgets
- Workflow Management
Live Chat
- @mentions
- API
- Activity Dashboard
- Activity Tracking
- Auto-Responders
- CRM
- Calendar Management
- Canned Responses
- Chat/Messaging
- Collaboration Tools
- Contact Management
- Content Management
- Customer History
- Customizable Branding
- Document Storage
- Drag & Drop
- Email Management
- File Management
- File Sharing
- File Transfer
- Geotargeting
- Interaction Tracking
- Live Chat
- Meeting Management
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Offline Form
- Proactive Chat
- Progress Tracking
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real-time Consumer-facing Chat
- Reporting & Statistics
- Reporting/Analytics
- Screen Sharing
- Search/Filter
- Single Sign On
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Task Progress Tracking
- Task Scheduling
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Video Conferencing
- Website Visitor Tracking
- Workflow Management
Online CRM
- API
- Activity Dashboard
- Activity Tracking
- CRM
- Calendar Management
- Calendar Sync
- Campaign Management
- Cataloging/Categorization
- Collaboration Tools
- Contact Database
- Contact Management
- Customer Database
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Fields
- Customizable Templates
- Data Import/Export
- Document Storage
- Drag & Drop
- Email Management
- Email Marketing
- Email Response Control
- Email Templates
- Email Tracking
- FAQ
- Forecasting
- Interaction Tracking
- Knowledge Management
- Lead Capture
- Lead Management
- Live Chat
- Opportunity Management
- Performance Metrics
- Pipeline Management
- Reminders
- Reporting & Statistics
- Request Escalation
- Routing
- Sales Forecasting
- Sales Reports
- Sales Trend Analysis
- Search/Filter
- Self Service Portal
- Social Media Integration
- Task Management
- Third Party Integrations
- Web-based Deployment
- Workflow Management
- XML / RSS
Real Estate CRM
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Appointment Management
- Appointment Scheduling
- CRM
- Calendar Management
- Campaign Management
- Client Management
- Client/Property Matching
- Commission Management
- Contact Database
- Contact Management
- Customer Database
- Customizable Fields
- Customizable Templates
- Data Import/Export
- Data Synchronization
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Email Marketing
- Email Templates
- Email Tracking
- For Real Estate
- Interaction Tracking
- Lead Capture
- Lead Distribution
- Lead Generation
- Lead Management
- Lead Nurturing
- Lead Qualification
- Pipeline Management
- Pipeline Reports
- Real Time Notifications
- Referral Tracking
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Sales Reports
- Segmentation
- Social Media Integration
- Task Management
- Task Scheduling
- Template Management
- Third Party Integrations
- Workflow Management
Sales Tracking
- Access Controls/Permissions
- Activity Dashboard
- Activity/News Feed
- Alerts/Notifications
- Appointment Scheduling
- Assignment Management
- Calendar Management
- Call Logging
- Collaboration Tools
- Commenting/Notes
- Commission Management
- Customizable Branding
- Customizable Reports
- Data Import/Export
- Document Management
- Electronic Signature
- Email Management
- Email Templates
- Event Triggered Actions
- File Sharing
- Goal Setting / Tracking
- Interaction Tracking
- Kanban Board
- Lead Management
- Lead Scoring
- Leaderboards
- Live Chat
- Mobile Access
- Mobile App
- Process/Workflow Automation
- Product Catalog
- Prospecting Tools
- Reminders
- Reporting/Analytics
- Revenue Management
- Sales Pipeline Management
- Search/Filter
- Task Management
- Territory Management
- Third Party Integrations
- Transfers/Routing
Service Desk
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Analytics
- Asset Lifecycle Management
- Benchmarking
- CMDB
- Change Management
- Chat/Messaging
- Configuration Management
- Contract/License Management
- Customer Support
- Customizable Branding
- Customizable Reports
- Customizable Templates
- Email Management
- Email Templates
- IT Asset Management
- IT Risk Management
- Incident Management
- Inventory Management
- Knowledge Base Management
- Live Chat
- Localization Automation
- Mobile Access
- Multi-Channel Communication
- Prioritization
- Problem Management
- Procurement Management
- Project Management
- Real Time Notifications
- Real Time Reporting
- Release & Deployment
- Remote Access/Control
- Reporting & Statistics
- Scheduled / Automated Reports
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Virtual Assistant
- Workflow Management
Social CRM Tools
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Audience Targeting
- Brand Tracking
- CRM
- Calendar Management
- Calendar/Reminder System
- Collaboration Tools
- Communication Management
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Customer Database
- Customer Engagement
- Customer Social Profiles
- Customer Support
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Data Visualization
- Drag & Drop
- Email Marketing
- Email Templates
- Email Tracking
- Engagement Tracking
- Lead Capture
- Lead Nurturing
- Live Chat
- Marketing Automation
- Mobile Access
- Monitoring
- Multi-Channel Social Integration
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Sales Pipeline Management
- Search/Filter
- Sentiment Analysis
- Social Media Integration
- Social Media Monitoring
- Social Promotion
- Tagging
- Task Management
- Third Party Integrations
- Visual Analytics
- Workflow Management
Telephony
- API
- Activity Dashboard
- Activity Tracking
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Center Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Chat/Messaging
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Customizable Reports
- Help Desk Management
- Hotkeys
- IVR / Voice Recognition
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multiple Parties
- Open Database Design
- Predictive Dialer
- Purchasing & Receiving
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- SMS Messaging
- Telemarketing Management
- Text to Speech
- Third Party Integrations
- Video Conferencing
- VoIP
- VoIP Connection
- Voice Mail
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Ernesto M.
Cx Automations Analyst in Peru
Verified LinkedIn User
Information Technology & Services, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source
The most complete CRM nowadays
5
4 weeks ago
New
Pros:
It letted us build solutions from the ground up, using their App framework (Zendesk app tools) and consuming their perfectly structured API. Zendesk is fully customizable, having custom triggers and automations that executes actions when some business rules are meet.
Cons:
We didn't find any problem with Zendesk so far due to the awesome team they have and the immediate support
Kieran K.
Event Manager in Taiwan
Events Services, Self Employed
Used the Software for: 2+ years
Reviewer Source
Alternatives Considered:
All in one solution
4
2 months ago
New
Comments:
Easy implementation
Gradually expanded to other features
Still need better tracking
Pros:
Replaced a number of systems and allows for tracking history across mediums
Cons:
Slow to use when many apps and integrations configured
Laurent F.
Responsable R&D in France
Insurance, 11-50 Employees
Used the Software for: 1-5 months
Reviewer Source
la pire expérience support qui soit !
2
2 weeks ago
New
Comments:
Zendesk est un excellent service de support.
Malheureusement, en terme d'assistance technique ils sont aux abonnés absents.
Alors qu'ils prévoient contractuellement une assistance téléphonique, celle-ci n'est accessible que d'eux vers leurs clients (impossible de les appeler). Il reste alors à faire une demande d'assistance avec le Chatbot le plus stupide du net ! Je cite à l'envie : demande de se connecter pour s'identifier alors que vous êtes connecté (donc impossible de s'identifier), demande de s'identifier par un code envoyé par email qui arrive une fois sur 4 et lorsque l'email arrive le code est absent (donc impossible de faire une demande), etc.
Parlons enfin des délais de réponse de Zendesk : minimum 3 jours ouvrés pour obtenir une réponse le plus souvent demandant des précisions donc encore 3 jours pour avoir une réponse...
En fait, il ne faut pas avoir besoin d'eux ! Si vous vous plaignez de leurs carences, ils vous proposent de vous communiquer les coordonnées d'intégrateurs !
En résumé, si vous n'avez pas le budget nécessaire pour vous payer un intégrateur et que vous n'êtes pas hyper patient il vaut mieux ne pas choisir Zendesk.
C'est paradoxal : un des meilleurs services de support client du marché propose à ses propres clients la pire expérience support qui soit !
Pros:
Performant et efficace. Procure une excellente expérience pour l'utilisateur final
Cons:
Service client Zendesk pouvant prétendre à être le plus mauvais du monde
Oscar A.
Manager in Mexico
Verified LinkedIn User
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source
Alternatives Considered:
Zendesk = Great help desk
5
4 months ago
Comments:
We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.
Pros:
It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets. For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.
Cons:
The licensing scheme could improve. In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.
Andre R.
VP Operations EMEA in Netherlands
Computer Software, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source
Easy to implement, easy to use customer services one stop shop
5
4 weeks ago
New
Comments: Zendesk tackled all requirements for us when starting with it. We were on the lookout for easy to use software that would allow ticket management as well as a help portal for our customers. We required little assistance to get it set up.
Pros:
Zendesk is great to be able to easily log, handle and resolve tickets, embed CSAT and integrate with core systems such as salesforce and JIRA. Easy to deploy, easy to customize, rolled out in just a few months.
Cons:
I wish Zendesk would have a better method of dealing with organizations and users. Not only in reporting but basically in the administration of it. In our organization, it leads to a lot of noise and data quality issues.
