Zendesk
What is Zendesk?
Zendesk builds software for better customer relationships. People interact with businesses every day across multiple channels like email, phone, live chat, and social media. Zendesk brings all this together in one beautifully simple help desk software platform, enabling you to create more meaningful and productive relationships with your customers.
Zendesk Starting Price
$ 19/Agent/Month
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Key Features of Zendesk
- Social Media Integration
- Self Service Portal
- Live chat system
- Surveys & Feedback
- Knowledge Base
- Alerts/Escalation
- Automated Routing
- Community Forums
- Multiple Brands Products
- Ticket Management
- Help Desk Management
- Issue Tracking
- Macros
- Online Forums
- Service Level Agreement (SLA) Management
- Third Party Integration
Zendesk Users
Business
- Freelancers
- StartUps
- SMEs
- Agencies
- Enterprises
Available Support
- Phone
- Live Support
- Training
- Tickets
Specifications
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Deployment:
Cloud Based
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Payment:
Monthly, Yearly
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Language Support
- Chinese
- Dutch
- English
- French
- German
- Italian
- Japanese
- Korean
- Polish
- Portuguese
- Russian
- Spanish
- Swedish
- Turkish
Zendesk Categories on SoftwareSuggest
Zendesk Comparisons
Zendesk Pricing
- Ticketing system
- Email, Twitter and Facebook
- Business rules
- Customer details and interaction history
- Out-of-the-box reporting and analytics
- Everything in Support Team, plus…
- Business hours
- Customer satisfaction score (CSAT)
- Multi-language support
- Service level agreements (SLA)
- Everything in Support Professional, plus…
- Skills based routing
- Customised agent roles
- Contextual workspaces
- Sandbox
Company Details
Zendesk
San Francisco
989 Market St. San Francisco, CA 94103
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Zendesk Description
What is Zendesk?
Zendesk offers the industry's leading customer support solution. Based on Zendesk reviews, on average, it boosts customer satisfaction ratings by 25% and agent productivity by 30%. Your customer interactions come together in a single, dynamic interface with web widgets, pre-defined ticket responses, and complete customer history.
Zendesk marketplace is the best choice for building customer experiences. They have powerful, flexible customer service and engagement products that scale to meet any business's needs. Furthermore, Zendesk supports and assists in over 60 languages to over 165,000 businesses.
Zendesk can integrate with many third-party applications like Oracle, Microsoft Teams, Salesforce, etc.
The Zendesk Agent Workspace enables support agents to manage customer conversations across all channels in one place. Additionally, the best Zendesk apps are an invaluable tool for improving customer service.
The Zendesk chat tool allows businesses to measure customer satisfaction and agent performance to ensure that support services are continuously improved. In addition, using automated triggers will enable customers to be engaged when they need assistance before they have even asked their questions.
What are the Key Zendesk Features?
Below are the top Zendesk features:
Help Desk Solution
Zendesk, as a central hub, is a tool for connecting everything you need to support customers more effectively. It offers the following features for solving problems collaboratively and empowering customers and agents:
1. Real-time updates
2. Agent Collaboration
3. Help desk automation
4. Request forms and ticket fields
5. Custom views
6. SLA management
Ticketing System
Zendesk's ticketing system gathers all customer support requests from multiple sources into a single location, much like a shared inbox. Your agents may have difficulty referencing previous issues or responding with the required contextual data when customers can contact your company in various formats at their convenience.
Zendesk's ticketing system provides the following features that solve this problem by streamlining the process of responding to customers consistently:
1. Multi-channel
2. Multilingual Support
3. Multi-brand
4. Workflows
5. Centralized hub
6. An Audit trail
Self-Service Portal
Zendesk Guide empowers your agents and customers through a self-service solution using an intelligent knowledge base.
Customers who prefer to search for answers on their own rather than waiting for the Zendesk team or a live agent's response can use this self-service help desk for a faster resolution. Here are the vital features of its self-service help desk:
1. Knowledge base
2. Help Center & Phone Support
3. Customer Portal
4. Community forums
Analytics
The Zendesk support software also has an easy-to-use interface to access reports and analytics to understand your customer support better and help desk system. The software enables businesses to foster customer relationships by utilizing data-driven information.
Zendesk software transforms the data into valuable and meaningful insights using visual styles and point-and-click functions.
1. Customer analytics
2. Performance Measurement
3. Prescriptive dashboards
4. Customization.
Omnichannel Support
With the unified workspace of Zendesk Software, you can connect your support and service teams with customers across multiple support channels. In other words, you do not lose context no matter which channel customers contact you, so you can continue your conversations and resolve issues.
What are the Benefits of Using Zendesk Products?
The benefits of integrating Zendesk software with your business include:
Improved Productivity
When it comes to solving customer issues, it isn't easy to manage several things simultaneously. For example, if you were recording notes and calling customers simultaneously, you would not be able to convert.
Handling numerous tasks at the same time will lead to a decrease in your customer support team's productivity. However, integrating Zendesk into your customer support operations becomes much easier and faster to handle.
It also has a self-help desk that reduces most customer queries, as customers can discover the answers independently. Overall, Zendesk automates several tasks for your support team, which in turn, increases their productivity.
Proactive Decision - Making
Your support team can take proactive decisions on the go with Zendesk's knowledge base, analytics, and other features. In addition, you can maximize your investment by synchronizing the Help Center knowledge base with your business requirements, resulting in proactive management of customer issues.
Enhanced Customer Engagement
Zendesk software allows your business to communicate with customers through various channels, enhancing their experience. Due to its voice, chat, and online messaging features, customers can easily connect with your support team using their preferred channel, significantly improving customer engagement.
Prompt Responses
A multitasking tool like Zendesk allows your support team to handle multiple tickets simultaneously, preventing backlogs comfortably. In addition, you can respond quickly to your customers with Zendesk.
Customer Retention
You must provide the best customer service possible to win over and retain customers. Zendesk software offers you a variety of features, including analytics, knowledge-base, messaging, and more, that can help you optimally resolve customer issues.
For example, in Zendesk Analytics, you can easily access customer data and make appropriate decisions to improve customer service and retention.
Better Sales Experience
You can solve customer problems efficiently with Zendesk's knowledge base, which provides you with all the details and resources you need right at your fingertips.
In addition, the Zendesk team is committed to working together so that agents can help customers, irrespective of their department.
Which is the Best Zendesk Alternative?
There is much software in today's market, similar to Zendesk. In addition, while Zendesk offers various purchasing options and pricing tiers, some companies may pay more than they anticipated to get the specific features they want.
The Zendesk for small businesses is an easy-to-use, powerful CRM that maximizes productivity, processes, and pipeline visibility. Additionally, smaller companies that buy the entire Zendesk suite are unlikely to use all the tools it includes, even if they buy it. Below are the five best Zendesk alternatives:
1. Help Scout
2. Zoho Desk
3. ServiceNow
4. Freshdesk
5. Gorgias
What is Zendesk Pricing?
At first glance, Zendesk pricing appears straightforward since you only need to pay $5 for a help desk tool. However, there are at least eight different plans listed under their "Support" section, plus a few other options under their "Sales" and "Platform" sections.
Below are the Zendesk knowledge base pricing plans:
Suite Team - $49 per agent/month billed annually
Suite Growth - $79 per agent/month billed annually
Suite Professional - $99 per agent/month billed annually
Zendesk Suite Enterprise - $199/agent per month
Zendesk Suite Enterprise (Custom) - $215+/agent per month
Zendesk Sunshine Platform - $25 - $69 per agent. (This category requires Support Enterprise or Support Suite Enterprise subscriptions)
What is Zendesk Sell Pricing?
The Zendesk Sell CRM software enables sales teams to win more deals by automating tasks and analyzing data. Through the all-in-one platform, sales reps will be able to increase productivity, while sales leaders can deliver customized coaching that accelerates performance.
Below is Zendesk sell pricing plans:
Zendesk Sell Team - $19 / User / Month Billed Yearly
Zendesk Sell Professional - $49 / user / Month Billed Yearly
Zendesk Sell Enterprise - $99 / User / Month Billed Yearly
Zendesk Sell Elite - $ 199 / user / Month Billed Yearl
Zendesk Customers










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Zendesk Videos
Overall Reviews
Zendesk Pros and Cons
Pros
"I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. Am able to achieve multiple tasks under the same roof.I have achieved excellent performance with Zendesk Suite. Go for it."
"its preview and easy working. smoothness and available options which i like. most likely that we can sale on many platforms from Zendesk."
"It's fast than other. Low latency"
Cons
"For solved tickets I wish the filtering it had more options are, and if you have multiple folders defined by expertise, I wish there were less clicks to assign outside your “team.”"
"I am unable to suggest you improve your software because you know what you are doing."
"Creating view option should be enhanced"
Zendesk Reviews (21)
islam. P.
Manager
Used the software for : 6-12 months (Weekly)
Company Size :11-50 employees
Verified By :
Review for Zendesk
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 The software functions nicely. It is very well put together. They make it easy to run a help desk.
Zendesk After Sales Service Rating
What do you like best about Zendesk?
I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. Am able to achieve multiple tasks under the same roof.I have achieved excellent performance with Zendesk Suite. Go for it.
What do you dislike about Zendesk?
For solved tickets I wish the filtering it had more options are, and if you have multiple folders defined by expertise, I wish there were less clicks to assign outside your “team.”
What features is Zendesk currently missing?
i dnt' miss any features
What other products like Zendesk have you used or evaluated?
I have achieved excellent performance with Zendesk Suite. Go for it.
Pooja
IT
Used the software for : 2+ years (Daily)
Company Size :501-1000 employees
Verified By :
This software is amazing
We have been using this software for the last 3-4 years and have not faced any issues. This is very useful software. I will surely refer this software to my friends also.
Zendesk After Sales Service Rating
What do you like best about Zendesk?
its preview and easy working. smoothness and available options which i like. most likely that we can sale on many platforms from Zendesk.
What do you dislike about Zendesk?
I am unable to suggest you improve your software because you know what you are doing.
What features is Zendesk currently missing?
Not Feel yet
What other products like Zendesk have you used or evaluated?
no
Lokendra
Email support
Used the software for : More than 1 year
Company Size :51-200 employees
Zendesk review
Zendesk us nice, good to use. It is not slow like others. Easy yo use and understand. The view section does not satisfy me compared to competitors. It is easy to use and user friendly. It is easy to learn and will make work smoother.
What do you like best about Zendesk?
It's fast than other. Low latency
What do you dislike about Zendesk?
Creating view option should be enhanced
Javier D.
Consulting Systems Engineers’ Team Leader
Used the software for : 6-12 months
Company Size :51-200 employees
Very good platform for handling customer incidents.
As soon as we started using Zendesk, our clients' experience for both opening and tracking incidents improved a lot. Having several possible attention channels such as the possibility of prioritizing incidents according to the criticality of the problem, improved our SLA provided, so also customer satisfaction. On the other hand, the interface it has is very intuitive, both for clients when they want to open an incident, and for the engineers who work on them.
What do you like best about Zendesk?
The best thing about Zendesk is that being a cloud platform, its implementation and customization was very fast. It also offers us the possibility of receiving incidents from our clients from a web page or from an email.
What do you dislike about Zendesk?
The knowledge base that can be built with the history of the incidents is not the most optimal, I think that at this point there is an opportunity for significant improvement.
Aprove
Used the software for : 2+ years
Company Size :51-200 employee
Amazing Help Desk Management Software
Well, to talk about Zendesk, it’s all that my marketing team can rely upon. From interacting with customers to integrating social media; the live chat software is a comprehensive platform for developing long-term relationship with customers. Some of its other features like the online community forums, online feedback and surveys, automated routing, and SLA management takes my marketing and customer relations team towards a common goal. Also, its help desk module provides immense scope for leaving a lasting impression in the minds of the consumers.
Zendesk FAQs
How much does Zendesk cost?
The starting price of Zendesk is $ 19/Agent/Month. It has different pricing plans:
- Support Team : $ 19/Agent/Month
- Support Professional : $ 55/Agent/Month
- Support Enterprise : $ 115/Agent/Month
- Suite Team : $ 55/Agent/Month
- Suite Growth : $ 89/Agent/Month
- Suite Professional : $ 115/Agent/Month
- Suite Enterprise : $ 169/Agent/Month
Zendesk also provides a free trial to users.
What are the top 5 features for Zendesk?
The top 5 features for Zendesk are:
- Social Media Integration
- Self Service Portal
- Live chat system
- Surveys & Feedback
- Knowledge Base