Zendesk Reviews

Name: Zendesk
Brand: Zendesk
Rating: 4 (58 reviews)

4.1 out of 5

58 reviews
93% willing to recommend

2,816 followers

What is Zendesk?

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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Zendesk is the #2 ranked solution in top Knowledge Management Software, #2 ranked solution in top Community Platforms, #4 ranked solution in top CRM Customer Engagement Centers, #7 ranked solution in top Sales Force Automation solutions, #8 ranked solution in top IT Service Management (ITSM) solutions, #10 ranked solution in top Help Desk Software, #14 ranked solution in top Reporting Tools, and #20 ranked solution in top CRM solutions. PeerSpot users give Zendesk an average rating of 8.2 out of 10. Zendesk is most commonly compared to ServiceNow: Zendesk vs ServiceNow. Zendesk is popular among the large enterprise segment, accounting for 55% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 24% of all views.

Helped 805,335 peers since 2012

Featured reviews

Ahmed Nassar

Technical Consultant at Spectrum Group

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Calvince Okello

Customer Success Lead at Power Financial Wellness, Inc

Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy. Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk. Zendesk is an easy tool to use, especially when considering integration with other systems. I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools. When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut. Overall, I rate Zendesk eight and a half out of ten.

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BharatR

Product Marketing Manager at a educational organization with 201-500 employees

My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer…

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Zendesk mindshare

Product category:

As of September 2024, the mindshare of Zendesk in the CRM Customer Engagement Centers category stands at 7.7%, down from 14.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Last updated Jul 14, 2024

Valuable Features

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It's a very stable tool, very powerful."

Room for Improvement

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The support team is time-consuming, and they don't find the answer to our problem."

Pricing

"From what I hear, Zendesk's pricing is a little expensive."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Zendesk Buyer's Guide for additional reliable information.