Zendesk Reviews

Name: Zendesk
Brand: Zendesk
Rating: 4 (59 reviews)

4.1 out of 5

59 reviews
93% willing to recommend

2,818 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, #5 ranked solution in top CRM Customer Engagement Centers, #7 ranked solution in top Sales Force Automation solutions, #9 ranked solution in top IT Service Management (ITSM) solutions, #11 ranked solution in top Help Desk Software, #13 ranked solution in top Reporting Tools, and #21 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 54% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 22% of all views.

Helped 814,763 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 November 2024, the mindshare of Zendesk in the CRM Customer Engagement Centers category stands at 7.2%, 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 Nov 3, 2024

Valuable Features

Zendesk offers impressive ease of use, integration capabilities with tools like JIRA, and flexible ticket management. It provides robust analytics, customizable features, and a self-service portal. Users appreciate the streamlined setup, intuitive navigation, and efficient collaboration tools. Its SLA management, macros, and security are highly regarded. The ability to categorize issues, track tasks, and manage multichannel support enhances operational efficiency and client interactions, while feedback and reporting features improve service quality.

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."
"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."

Room for Improvement

Zendesk needs improvement in several areas, including a clumsy agent module and disconnected customer search. Users report that it's not easy to merge related tickets automatically and the interface is complex and difficult to navigate. They mention issues with ticket auto-assignment, analytics, and limited customization options. Additionally, there is a need for better integration capabilities, particularly with third-party applications and reporting features could be more detailed. Users also suggest enhancements in stability and price flexibility.

"Report generation is still slightly tricky and not very customizable as per my inquiries."
"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."

ROI

Zendesk's ROI is influenced by specific needs and achieved benefits such as ticketing and automation. Organizations find significant cost savings and efficiency with reduced team size and increased productivity. Non-profits appreciate flexible pricing. Outcomes vary, with noticeable financial benefits and reduced customer inquiries. Many see it as an invaluable investment despite difficulties in providing exact figures. Various licensing options contribute to affordability and accommodate differing requirements. ROI is generally perceived as good and worth monitoring.

Pricing

Enterprise users report that Zendesk's pricing can be high, with costs reaching $200 per agent per month for Enterprise plans. Users emphasize understanding business needs and agent roles to manage licensing expenses effectively. While some find the pricing competitive relative to its value, others highlight it being more expensive than alternatives. Potential additional costs for features like Zendesk Guide and support are noted, alongside flexible yet complex licensing options requiring careful evaluation.

"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."

Popular Use Cases

Zendesk is primarily used by teams for ticket management, customer support, and internal help desks. It assists with managing customer issues in SharePoint, Salesforce, and Tableau, while facilitating communication and incident management. Zendesk Guide creates knowledge bases and supports multibrand solutions. Slack integration enhances ticket context. It's used for IT Service Management, HR reporting, and housing videos and PDFs. Additionally, Zendesk acts as a workspace for sharing information through live chat and various departmental interactions.

Service and Support

Zendesk customer service and support are generally responsive and helpful, though feedback varies. Many users never contact support, indicating reliability, but some find the process time-consuming and reliant on documentation. While the support team is praised for quick responses and helpful assistance, others note occasional slow responses and lack of chat options. Ratings often reflect positive experiences, with scores of 6 to 10 out of 10, particularly praising 24/7 availability for enterprise customers.

Deployment

Many users found Zendesk's initial setup straightforward and user-friendly, with minimal assistance required. Challenges included custom configurations and migrating data from old platforms. While some users noted ease with step-by-step processes and thorough documentation, others faced complexity due to configuration points. Users highlighted the importance of understanding CRM strategies and recognized areas where Zendesk support and documentation were beneficial. Some experienced challenges in utilizing all features without additional research and exploration.

Scalability

Users are generally satisfied with Zendesk's scalability, citing no major challenges. Many organizations successfully scale their operations, though a few face difficulties with data backups and customizations for multiple departments. While some users experience minor scalability issues and prefer alternatives like Salesforce, Zendesk allows for smooth integration and data handling. Most teams increase their usage without problems, relying on Zendesk for customer support and operational needs. Customizations and integrations are accessible for growing companies.

Stability

Many users noted that Zendesk is stable, with few outages and reliable performance, especially internationally. However, some encountered network issues, system hangs with larger groups, and bugs affecting ticket queries. The Zendesk Twitter feed effectively communicates any issues. Despite some problems, most consider it stable and reliable, with no crashes or freezes. The stability is frequently rated around seven or eight out of ten.

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.