Filter reviews (2,701)
Best in complaint management
Comments: Its really a simple to use application which assists my organization in collation and processing of clients realtime data. This helped my organization in organizing our services and making improved responses to customer complaints and this definitely built a considerable amount of trust. Thumbs up to Zendesk
This application has kept us organized for quite sometime especially on the platform of issue resolution of our clients and ticketing. It is a very user friendly application with campaign management and provision of real time data. It is simply a very useful tool.
I would have loved such a very resourceful tool to have a feature for network monitoring and realtime chatting feature, this would have made its operation more seamless. The major problem is the customer care which I believe doesn't exist.
Good CRM for Support
Comments: Definitely a learning curve when getting set-up, but it becomes pretty powerful once you learn the functionality available.
It's very customizable and can be adapted to suit your needs. It also has quite a bit out of the box for KPI's and measurements.
It can be difficult to capture some data if you have operations across multiple contact channels. You will also most likely need to purchase add-ons to get some calculations.
Alternatives Considered: Salesforce Sales Cloud
Reasons for Choosing Zendesk: Needed a more robust CRM platform.
Reasons for Switching to Zendesk: Cost effective solution that allowed for flexibility.
Productivity and Efficient Support tool
Comments: We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software
The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.
Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.
Has a Lot, but Surprised By What it Lacks
Comments: Their customer service is wonderful and they'll bend over backwards for you, but the options I found that were absent (at even the highest, most expensive levels) really made me disappointed. They are able to track UTM codes which is great if you're using Google Analytics, but if this isn't a concern of yours, I highly recommend searching for a more affordable alternative with more customization. They're out there.
The implementation is incredibly easy, and there are multiple installation tutorials available online for users. However, tutorials for anything beyond basic set-up and basic customization of the chat button are hard to find, and you have to go up several levels of help to get solid answers if you're really looking to customize it for your operators.
The absence of common-sense features I had gotten used to from our previous platform. Options such as "Round Robin" routing are not available unless you go for the high-money level usage, and options like having the platform automatically switch the operator to "away" whenever their computer was locked or on screensaver were absent. Their auto-idle kicked in if their window was idle, even if the user was still using the computer, which makes it frustrating and pointless.
Reasons for Choosing Zendesk: We needed to track UTM codes from Google Analytics and Provide Support was unable to do that at the time we switched. Full disclosure: Provide Support says it can now track UM codes, but we've run into roadblocks when testing it.
Switched From: Provide Support
Reasons for Switching to Zendesk: The ability to accurately track Google Analytics UTM codes, price, and features.
Clean and user friendly!
Comments: ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years. By far and away the most intuitive, simple and clean user experience you will have for a consumer facing CR interface.
My consumer care team went from using another CRM to ZenDesk and it was like night and day! Cluttered to organized! Overwhelming to clean and easy to navigate! The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don't have to respond to multiple ticket from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). Similarly, the ability to mass select tickets and close at the same time either as Will Not Address (which is a great option) or you can mass select and close using one macro/template. This is particularly helpful when your site has experienced a glitch and you've gotten thousands of tickets about the same issue, you can close them all at once when the issue is resolved or if you have an update. Speaking of macros, having an easy place to store your personal templates as well as share the best templates from your team is a game changer. No more keeping templates stored in random docs and then copying/pasting. Overall, I love ZenDesk! It must have been desinged by people who have been in customer facing roles or focused group the pain points for CRMs incredibly well.
I really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.
Take care of your users in real time and increase sales
Comments: Successful experience. Zendesk Chat is my daily ally to provide proper aid to our visitors
Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time. You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals. By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices. Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email. During a conversation you may share attachment with the users and request a rating for your support. You can create and save standard answers (shortcuts) that can be quickly recalled while writing in the editor. You can also set up specific triggers to notify users activities. With some plans you have specific insights to compare performance across multiple agents.
Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.
excellent tool, very useful.
Comments: Thanks to Zendesk, now everything is optimized and well organized, we can offer more productive and professional services to our customers.
The tool is easy to learn and does not require special technological skills. It provides a platform to build efficiency and responsibility quickly within a department. This has been an extremely effective tool for managing the high volume of emails that arrive, specifically for AP. Functions such as "Views" and "Reports" are excellent tools to control current tickets. The built-in spell checker is, in fact, a lifesave, You can easily track the previous ticket history in case you need to refer to a previous problem, you can combine tickets so you can know what to look for and to focus more on creating an answer, We have the macros configured to mark the tickets as spam, deliver them to another team, etc. I have more time to think about my answers and manage our inflow.
They could benefit greatly from additional email options and customizations, as well as solving some "bug" problems, since some of the features may be somewhat vague. Also, they need to improve notification to personal email because we do not have all of them and, sometimes, I can not see the customer's response on time.
The best professional ticketing solution
Comments: I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
Review of ZenDesk
Comments: The ZenDesk Software better than others in HelpDesk Software Industry. Better Support and Help are available to their customers.
The ZenDesk Software is Leading HelpDesk Software in Industry. It has better service and support their customer.
The ZenDesk Software better than others helpdesk software but small security and connectivity issues are there , must be resolved soon.
Alternatives Considered: LiveChat
Reasons for Choosing Zendesk: Testing
Switched From: LiveChat
Reasons for Switching to Zendesk: Testing and Evolution
ZenDesk really is the best CRM I have ever used, and I was in customer service for 10 years.
Easy to use Tracks all issues and provides reports Improves efficiency and service quality
I love a ticketing system - and the cost of Zendesk is just right! The functions are endless, even for the basic subscription.
Easy tool to use. Great customer support. It is an easy way to build a helpdesk/knowledgebase system for our clients to rely on.
Quick set up. Easy to begin the process of setting up a help desk system. Nearly immediate results for customer notifications and for internal email notifications.
Flexible ticket management with automated workflow Multi-channel support: email, web, phone, chat, social media Robust reporting & advanced analytics Branded customer-facing web interface Community forums Over 100 out-of-the-box integrations with 3rd party apps Multi-brand support with linked accounts Group rules and macros Screencasting Public and private forums Multi locale (timezone and languages) REST API Salesforce & SugarCRM integrations Real time updates Open API
This caused us difficulty with our own customers. The price structure is developed by some MBA guy. It's an online platform people, get over yourself. Dropped calls constantly, not an efficient way to keep our team informed about patients, super frustrating when calls were not taken even though their were people available Zendesk have continued to charge me for months despite having a new paid account Forced to switch to Zendesk from Zopim Zendesk continue to charge my old account 6 months later Wasted many hours on their own online support. Countless emails ignored. Started a dispute with PayPal but still, I cannot elicit a response from Zendesk Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me.
Zendesk is my ally!
Comments: I couldn’t be any happier with Zendesk. From the different filtering, viewing. admin options and more, I totally feel good with this tool. Distributing tickets and following up with our customers has never been so easy. I love how new tickets are under an unassigned folder, which then can be assigned to or grabbed by anyone in the team. If a customer replies, it goes back to the person who initially responded the ticket which allows us to provide continuous follow-up. Another of my favorite options: private comments; it has helped us to save important information from the ticket/customer without having to use other tools.
The reporting tab is all I need for keeping track of how the team is doing. I don't need to export the information to another tool to get numbers, they're all in this same platform. My personal favorites are the tickets stats which allow us to see a summary of how many tickets have been solved, satisfaction rating percentages and first reply time averages. These options can be easily filtered according to the time frame of my preference and if I want to check in depth, I also have the options available.
I've had a hard time with the mobile app version of Zendesk, it's not as easy to use as the desktop version. Also, he help pages should be more precise with their answers, I feel you have to go thorough so much to get to the information you want.
Perfect ticketing system and chat box
Comments: The ticketing system and chat have been a great addition to our website. It allowed us to provide our clients with another way to communicate with customer service when they have questions. It was very easy to install on our website and it is very easy for new employees to understand the software, so training is minimal.
The ticketing system to help customers is easy to use for employees managing it and also for customers, UX is well taught. It also offers services the complement their main product like their chat box which is very useful to answer quick questions for current and potential customers.
It was a little confusing at first how the ticketing system is separate from the chatbox, it makes sense that they're separate but just trying to figure out how to access the chat from the main panel was a little confusing when I first used it.
Alternatives Considered: Freshdesk
Reasons for Switching to Zendesk: Zendesk UX was a lot better and allowing one person to open multiple chats was an important functionality for us.
Worth the service and product
Comments: Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.
The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.
The service is quite slow and the product even has downtime.
Industry standard allows for integrations
Comments: Zendesk has been a great help in two specific areas -- solving problems and getting feedback when problems aren't solved (satisfaction surveys). It's been nice to see metrics each month to find out where we can improve.
The best part I like about Zendesk is the ability to integrate with other software including APIs, the Zendesk marketplace, things like Zapier, and so on. If the solution doesn't exist in Zendesk itself, there's a way to do it. In my personal opinion, I find the software intuitive, but a bit complex at the same time. Until you've gone through it and understand the layout, it might be unfamiliar if you've experienced a different ticketing system.
Creating forms in Zendesk has been really terrible in the past. Trying to arrange them and sort was awful, but they did update that part of it. They continue to get better with features, but some feature updates have been present in the community for years; not that this isn't normal for some software companies, but some of the features seem like they should at least be in a 'beta' stage.
Support Agents Dream
Comments: Overall, my experience with Zendesk is very pleasant. I can keep track of all issues, questions, tasks and/or discrepancies with ease. Mostly I find myself looking through past tickets as a refresher to how much my company has overcome and the improvements made as a result.
If there has ever been an issue, Question or concern Zendesk was always there to capture it. I set my macros and off I go, responding while having a timer track my time to respond. The feature keeps my staff and clients on track so that they will never miss any inquiry. I have my Zendesk connected to my Gmail for the easiest, fastest way to communicate via email or chat. We have multiple help articles that are available to our clients which saves a lot of time for my agents as this can be a great way to get an answer quickly. Overall my company and I use this software without any hiccups and I can say for a fact I'll be working with Zendesk for all my client's support needs.
What I least liked about this software was how confusing the completion of the tickets are. For example, the "open" and "closed" ticket function can be very confusing to deal with, particularly for the client. They often receive correspondence that can be alarming when progressing through different stages of a task. My company usually is able to address this issue quickly but it does become a hassle.
Excellent Helpdesk as long as you not an ITIL shop!
Comments: We needed an easy to use ticketing system for our IT Team, and Zendesk has proven to be an excellent choice for us.
Zendesk is easy to deploy, integrates well with many of their approved apps, and is easy to use for incident management. The interface is intuitive, the cost is low, and the value is high.
Zendesk is not ITIL compliant out of the gate. You'll need to configure the software to meet ITIL standards.
Everything you need to support your customers.
Comments: It has really made our support system better. The internal workflows have been improved drastically so we are closing tickets more reliably and quicker. If you are looking for a help desk solution, I would recommend you give Zendesk a look.
I was very happy with how quickly we were able to deploy this internally. Normally a something like this has a deployment time of weeks but we had it up and running in a fraction of that time. You can get up and running with Zendesk in a matter of days or even less if you are a smaller organisation. I also liked the availability of resources available for new users. And the software itself is fairly easy to use so our support staff were able to transition to it very smoothly. Overall quality of Zendesk has been great too. The workflows are smartly designed and easy to follow. There havent been any reliability complaints raised so far either. Overall, would definitely recommend this.
Doesnt really work so well on mobile devices. Which might not be a big deal if you only access it from a PC but I would have liked to be able to use it fully on the go as well.
With zendesk you will have full control of the Help desk
Comments: This cloud-based help desk service is simply brilliant. They are the pioneers of the organized organization of technical support tickets. It has an excellent integrated chat system, so that it is easy to communicate with customers. We really like your interaction tracking function. The cloud deployment provided by the zendesk platform has turned out to be quite large. This allows us to work comfortably our information without having to go to accommodation services. This is definitely a good service. Zendesk from the beginning has brought us a wide variety of customer service management features.
You can make call recordings. You can customize the communication system, and make email campaigns. In addition, you can do inbound marketing, and phone key imput. You can track the life cycle of each client, and their messages. Zendesk is a useful platform for all types of companies, due to its wide spectrum of functionality as a customer service management service (every online company needs good technical support management to thrive). The zendesk business team proved its worth by answering each of the questions we had about the system in record time. It's excellent. We are satisfied with the zendesk contract negotiation, since the price of the plans is very economical, and the contract is flexible with the payments. It is highly recommended for its automatic response system, which are interactive.
Zendesk has many shortcomings, especially when it comes to storing documents and monitoring networks. Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.
Get the best customer support software with Zendesk!
Comments: It solved a lot of business problems for our team. We were able to connect our phone lines to Zendesk so every time a customer would call, the system would automatically create a ticket for us. It allowed us to respond very quickly to our customers since we were able to download Zendesk to all of our devices.
What I liked most about Zendesk is the software can be downloaded to multiple devices including a computer, laptop, and iPad. So if you're on the go, don't worry you will still be able to interact with your customers! It is also very easy to use, but learning every functionality of Zendesk could be difficult. Though, they offer online webinars to learn more about how to use it and how to find the data you're looking for.
The one thing that was frustrating about this software is internal notes can be hard if you have multiple users on the email thread. Sometimes you will be trying to talk internally with your team, and some posts would not show up just internally based on who the user was. It did not happen very often but the chance was still there so we had to be very careful.
Great chatting software but widget could use some work
Comments: Overall the Zendesk Chat software has helped boost the communication between our business and our customers. We like that we can supply answers right away to people, although it can be a little time consuming if you receive a lot of chats during off-business hours. The history of visitors is helpful though if you miss and chat and still need to get in contact with the customer. I don't know if there are any better chat apps out there, but if not this is a pretty good solution.
This has helped boost our customer service on our website a lot! We frequently get visitors chatting on our website and it helps us keep our email inboxes less crowded, we spend less time on the phones, and we answer customers more quickly. We think the function is a great customer service tool and we would highly recommend adding a chat box to your website to boost communication. The app is also great for answering people right away, and their customer service can be helpful depending on your issue.
As a backend user of ZenDesk chat, it can be fairly annoying when people are chatting you at all hours of the day. Also people can get very impatient if you don't answer them right away. The app definitely helps with that, and you can always put on an "away" message and get back to people later, but your work hours during the day/evening can definitely stretch out if you decide to answer chats during off-business hours. I also think the widget needs some work. If you're using Shopify, I'd recommend installing the app instead of pasting the widget code in your store theme since it can be difficult to customize there.
Modern customer service portal for the best customer experience
Comments: Overall Zendesk delivers a seamless experience for end customers.
Zendesk has a strong following and the number of customer references made it easy for us to decide to give it a try. My favorite aspect is the amount of customization available to tailor the look and experience of the support portal. It's easy to add FAQs or knowledge bases to make support as self service as possible. The ticket submission system is straightforward to configure. The UI allows for multiple tabs to expedite searches. We also added a JIRA integration that allows us to pass tickets to engineering which works quite well. Additionally, we are making use of the various analytics in order to make sure we are optimizing for the right metrics to continually improve customer satisfaction.
Zendesk starts at $49/agent so it's not cheap. That said, you do get a ton of functionality from the lowest pricing tier. While there is integration with salesforce, it's not as well done as Service Cloud (obviously). For companies who want a single source of truth, you are going to have to sync data back and forth which could become brittle. For license management you also will have to write your own automation.
Dorothy e. "dolly" H.
Easy to implement and can be very affordable if you don't need much
Comments: Knowledgebase, tickets, satisfied users.
Zendesk offers the ability to take your helpdesk with you and untethers you from your desk. The smartphone app works well and most tickets (in our case) can be dealt with via Outlook integration. The ability to create a knowledge base is vital in our case were few provide support to many. It's easy for end users to navigate and tracking tickets is easy. If you need a simple system it is affordable. It's relatively easy to implement.
I have been using Zendesk for about 10 years in different jobs and where there were once many features at a reasonable price that is no longer the case. Features that were once available in the Team version now require the purchase of the Professional version. From an agent standpoint, I preferred the prior interface to the current one.
Helped us keep track of our responses.
Comments: We were able to streamline our responses to our customers in need of service, keep track of each issue the customers had and log the information into our customer files. Our response time decreased and our customers were happier with a shorter wait to fix their issues.
Before Zendesk we really had no protocol on how we kept track of our response to customers needing phone service. Zendesk helps us keep track of our responses and sends an email to the customer with a log of the conversation they had with out service techs. Customers can respond to those emails to ask further questions/get more help or let us know if they were happy with the service they received.
Overall I don't really think there was much I did not like about the software, however we have not used any other service software to be able to compare it.
Meets Needs of small business
Comments: We use zendesk for customer support ticketing mostly related to support but also for potential sales
I use Zendesk support along with chat for sales and support and I am pretty happy - we have made signed up enough users since we started using Zendesk chat and support to cover any costs- Readers also like the ticketing feature being available as they know that we will get back to them soon instead of an email which they do not even know that we received. Overall its a great program for sales or support at a fair price for small businesses as well.
It is a bit confusing to use and customize- if you make mistakes with triggers it is hard to figure out how to solve it although suppory there is decent- that said I do not blame Zendesk they have many features for more advanced ticketing so its going to be a bit complex because if you are a bigger business or have specific needs you will be utilizing these more robust tools
The experience your customer need.
Comments: It has been great. It was really easy to integrate with our main website, support tickets have come with no troubles. Price is very reasonable and the support given by the company has been outstanding.
I really like everything about the tool. It is very easy to use, very manageable, and integration to third-party apps it's easy. You can add apps like Trello, Husky reports, and others. As well, you can see previous tickets submitted by the same users and add shortcuts, which will appear on the right-hand side. You can see which staff member is working on tickets, reports are very well done, which is helpful to keep track of the responses.
I really have had no troubles with Zendesk. The only trouble I can remember is tickets not been delivery as they were stuck in the server. However, it was taken care of Zendesk personnel very quickly and worked was resumed. That would be the only con I had and not any other outage from Zendesk.