Zendesk

What is Zendesk?

Zendesk is a comprehensive customer support and help desk solution designed to help businesses manage and improve customer relationships. With its intuitive ticketing system, automated functionality, and multichannel support, Zendesk enables support teams to provide seamless, streamlined messaging like email, chat, phone, and social media support.

Zendesk home page. Source: Zendesk free trial.

Because Zendesk is integrated with popular CRM, e-commerce, and productivity software, businesses can automate workflows and gain more insight into customer interactions. Automated AI-powered solutions help teams resolve requests earlier while boosting customer satisfaction.

Take a guided tour Visit Zendesk’s website

Besides ticket management, Zendesk offers self-service functionalities like knowledge bases, community forums, and artificial intelligence-based chatbots. Its customizable and scalable platform is an excellent choice for companies looking to enhance customer support efficiency and engagement.

Zendesk customers page. Source: Zendesk free trial.

Is Zendesk legit?

Zendesk is a reputable customer support and help desk software trusted by organizations worldwide to manage customer interactions and support processes. Zendesk offers solid capabilities like AI-driven automation, omnichannel ticketing, and self-service knowledge bases to help organizations deliver fast and agile customer service. With seamless integrations with top CRM, e-commerce, and productivity tools, Zendesk has become an excellent fit for organizations looking for enhanced customer support and streamlined processes.

Take a guided tour Visit Zendesk’s website

How much does Zendesk cost?

Zendesk plans start at $69 per month.

Starting price:

$69/month/agent

Free trial:

14 days

Free version:

Not Available

Zendesk ticket views page. Source: Zendesk free trial.

What’s included in every Zendesk plan?
Every Zendesk plan has essential tools to help businesses of all sizes manage customer support efficiently. With an industry-leading ticketing system, teams can track and resolve requests seamlessly across multiple channels, including live chat, voice, and social media platforms like Facebook, X, WhatsApp, and Instagram.

Zendesk’s AI agents provide automated assistance, while a self-service help center empowers customers to find answers independently. Businesses also benefit from prebuilt analytics dashboards, 1,000+ app integrations, and automation features like pre-determined responses and custom business rules. Zendesk Support agents offer online customer support and digital onboarding and adoption resources to help businesses get up and running smoothly.

Which features does Zendesk offer?

Other notable Zendesk features

• AI-powered chatbots
• Customizable workflows
• Collaboration tools
• Conversation history
• Multilingual support

Take a guided tour Visit Zendesk’s website

What types of support does Zendesk offer?

Zendesk user review highlights

We analyzed 10,751 user reviews about Zendesk from three third-party review websites to provide this summary.

Zendesk is praised for its easy-to-use interface, multi-channel support, and robust ticketing system, making it a reliable tool for managing customer requests. Most customers cite its ease of navigation, live chat, and CRM integration as making support workflows easier. Monitoring customer interactions on email, chat, and social media is frequently cited as a significant advantage. Additionally, Zendesk’s automation features, such as ticket assignment and response templates, help the teams save time and increase productivity.

Some customers appreciate Zendesk’s wide range of features but note that customization options could be expanded, and reporting tools have room for improvement. While Zendesk offers powerful capabilities, some users find advanced features to be on the pricier side. A few customers have also shared feedback on support responsiveness and account management, suggesting opportunities for enhancement. Additionally, some users seek greater cost transparency as Zendesk evolves its pricing model and AI-enabled features.

• Ease of Setup – Even though Zendesk is a comprehensive support platform, some users find the setup time-consuming in adjusting workflows and reporting to what the business requires. Other reports indicate the need for technical expertise to integrate and automate.
• Ease of Use – Zendesk is strongly recommended for its ease of use, with new and experienced customers finding it easy to operate. The ticketing system, live chat, and CRM integration ensure that it is simple to handle customer engagement across channels, and most customers find it easy and quick to train their teams on Zendesk.
• Features – Customers appreciate Zendesk’s multi-channel support, automation capabilities, and strong analytics, which allow businesses to manage customer interactions efficiently. However, others note that customization is limited, and certain AI-driven features come with additional costs.
• Quality of Support – Customer support is a common complaint, with many customers reporting slow response times, unresponsive support, and no accountability in resolving the issue.
• Value for Money – While Zendesk is verified for its reliability and extensive features, some users find its price too high, especially for the advanced features. Some customers complain that hidden charges and monetization tactics make some features less accessible.

Zendesk Contact Information

Parent Company:

Hellman & Friedman and Permira

Headquarters:

San Francisco, CA

Year Founded:

2007

Website:

zendesk.com/

Facebook:

facebook.com/zendesk/

Instagram:

instagram.com/zendesk/

Twitter (X):

x.com/Zendesk

TikTok:

tiktok.com/@zendesk

LinkedIn:

linkedin.com/company/zendesk

YouTube:

youtube.com/zendesk

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