Zendesk is a help desk application that allows companies to resolve customer concerns, answer queries, and organize client information across several channels (e.g. your website’s “contact us” page, social media accounts, email, and live chat) through the use of a cloud-based system. We compiled Zendesk user reviews from our website and around the web and determined that it has generally positive ratings. We also shared its available pricing options.
Want to know the top help desk software for small business? Read our Zendesk alternatives guide.
Summary of User Reviews
What Zendesk Does Well
Users who gave Zendesk a positive review said that they are happy with the software’s intuitive user interface. Some also stated that their customer service team finds the ticketing system easy to learn and navigate.
What Zendesk Does Not Do Well
Users who gave Zendesk a negative review said that they find it difficult to use Zendesk in the mobile version. They wished for Zendesk’s mobile app to have the option to sort through searches since all tickets are collected in large bulks.
Most Helpful Positive User Review
“Everything related to customer support is handled perfectly by Zendesk – I really don’t have any complaints. Zendesk looks professional and can be easily customizable to make the support site of your dreams! The way triggers/automations can be customized is also fantastic. The best thing about this is that almost everyone uses Zendesk, so if we partner with a call center or outsource our support needs, then we will encounter outsourcing companies that know how to use Zendesk already.”
Most Helpful Negative User Review
“The problem with Zendesk is that the UI does not work properly on cell phones, so you can not correctly distinguish the Zendesk chat to write to the support.”
Zendesk has six paid subscriptions, each with several tiers: Support ($9-199/agent/month), Chat ($0-$70/agent/month), Talk ($0-$110/agent/month), Guide ($0-$34/agent/month), Connect ($153-$3,094/month), and Suite ($109-$179/seat/month). Zendesk Suite is an omnichannel support that is packed with Support, Chat, Talk, and Guide.
*Zendesk Guide offers Answer Bot as an add-on. Prices start at $50/month depending on the resolution state.
**Zendesk Connect fees vary based on the number of users you message each month. Each user counts as one, regardless of the number of messages sent to that user.
Check out the list below of some of Zendesk’s features.
- Real-Time Omnichannel Dashboard
- Embedded Support
- Answer Bot
- Inbound and Outbound Calling
- Proactive Triggers
- Help Center
- Unified Workspace
- Skills-Based Routing
- Instant Customer Context
- Predefined Ticket Actions
- Integrations and Apps
- And More
Helpful Help Desk Software Resources
Best Live Chat Software 2017: Zendesk vs LiveChat vs Pure Chat — We looked at the live chat software leaders and up-and-comers in the field and reviewed Zendesk Chat (formally Zopim), LiveChat, and Pure Chat. Read this guide for our comparison and review of these three options, as well as our top recommendations.
How To Start & Manage A Helpdesk – The Ultimate Guide — In this guide, we will discuss what a help desk is, why a help desk software is the foundation on which to build your business, how to set up and manage your own help desk, and how to choose the right help desk software for your business.
7 Ways Live Chat Can Help You Achieve First Contact Resolution — First contact resolution (FCR) measures the ability of customer service teams to address a customer’s issue at the first point of contact. In this article, we’ll show you how to use live chat to achieve an effective first contact resolution with potential customers.
Best Help Desk Software for Small Businesses in 2017 — In this article, we reviewed and compared Freshdesk, HappyFox, and Zendesk. Read on for our comparison and review of these three best help desk software platforms to see which one will fit your business needs.
Can I try Support, Chat, Talk, and Guide for free?
Yes. Support, Chat, Talk, and Guide are available for free trial individually. Users may also avail of the Zendesk Suite free trial which includes all four products.
Can I try Connect for free?
Yes. Connect is available for a 14-day free trial.
Zendesk Overview Video
Watch this video to learn how the Zendesk omnichannel approach can get customers to engage with your business.
When choosing a help desk software, it’s important that the software integrates with other applications your business is currently using. Here is a list of some of Zendesk’s popular integrations:
- BubbleIQ Slack
- Stella Connect
- LogMeIn Rescue
- Capsule CRM
- And More