Home/Help Desk Software/Zendesk Support
Updated on: September 28, 2021

What is Zendesk Support ?

Zendesk Support - Help Desk Software
88% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Zendesk Support

personalizes customer support solution
(4,860 Ratings) Write Review

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types.

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Zendesk Support Awards

Zendesk Support Features Show All Features

Zendesk Support Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number San Francisco, California / +1 415-418-7506
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Help Desk Software

Zendesk Support Pricing

Pricing ModelFree Trial , Subscription
Suite Team
$49 /User/Month

$49 /agent/month billed Annually

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - SINGLE
  • Easy-to-set up automations & workflows
  • AI-powered automated answers - UP TO 50
  • Unified agent workspace
  • Out-of-the-box reporting and analytics
  • Data and file storage - STANDARD
  • 1,000+ apps and integrations - PREBUILT
  • Robust APIs - STANDARD RATE LIMIT
  • Online, email, and phone support from the Zendesk team
  • Onboarding and adoption guidance
Suite Growth
$79 /User/Month

$79 /agent/month billed Annually

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - MULTIPLE
  • Easy-to-set up automations & workflows with additional options
  • AI-powered automated answers - UP TO 100
  • Unified agent workspace
  • Out-of-the-box reporting and analytics
  • Data and file storage - INTERMEDIATE
  • 1,000+ apps and integrations - PREBUILT & CUSTOM
  • Robust APIs - ADVANCED RATE LIMIT
  • Online, email, and phone support from the Zendesk team
  • Onboarding and adoption guidance
  • Self-service customer portal
  • AI-powered knowledge management
  • Customizable ticket layouts
  • Light access licenses - UP TO 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content
Suite Professional
$99 /User/Month

$99 /agent/month billed Annually

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - MULTIPLE
  • Easy-to-set up automations & workflows with additional options
  • AI-powered automated answers - UP TO 500
  • Unified agent workspace
  • Out-of-the-box reporting and analytics
  • Data and file storage - INTERMEDIATE
  • 1,000+ apps and integrations - PREBUILT & CUSTOM
  • Robust APIs - ADVANCED RATE LIMIT
  • Online, email, and phone support from the Zendesk team
  • Onboarding and adoption guidance
  • Self-service customer portal
  • AI-powered knowledge management
  • Customizable ticket layouts
  • Light access licenses - UP TO 100
  • Service Level Agreement (SLA) management
  • Multilingual support and content
  • Conversation routing based on agent skill
  • Integrated community forums
  • Private conversation threads
  • Customizable and shareable dashboards
  • Advanced voice capabilities
  • HIPAA compliance
  • Events Connector for Amazon Web Services
Suite Enterprise
$150 /User/Month

$150 /agent/month billed Annually

Features

  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses - UP TO 1000
  • Real-time, shareable and advanced reporting and analytics
  • Sandbox environment for change management
  • Robust APIs - ENTERPRISE RATE LIMIT
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Disclaimer: The pricing details were last updated on 07/09/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Zendesk Support pricing.

Zendesk Support FAQs

Zendesk Support is Help Desk Software. Zendesk Support offers the following functionalities:

  • Live Chat
  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Community Forums
  • Contract (SLA Management)
  • Knowledge Base
  • Known Issue Management
  • Surveys & Feedback
  • Ticket Management
  • Customizable Branding
  • Macros (Templated Responses)
  • Social Media Integration
  • Incident Management

Learn more about Zendesk Support features.

Yes, Zendesk Support provides API.

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Zendesk Support Reviews

OVERALL RATING
4.3
Based on 4,860 Rating(s)
Rating Distribution
  • 54.3 %
  • 36.2 %
  • 6.6 %
  • 1.6 %
  • 1.3 %
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Aleksandra Z
Aleksandra ZSource : g2crowd.com
(Reviewed on 21 November 2020) "Support suite to have conversation with customers on any platform."

What do you like best?

Zendesk makes it simple to contact customers and catch up with them. The UI is easy to understand, perfect and straightforward it gives incredible devices to augment profitability by surveying unmistakably what undertakings should be organized. Measurements like the administration level, the appraisals, and the quantity of actioned tickets additionally permit to continually improve and expand our presentation. Zendesk has a completely modify capable interface that is anything but difficult to become acclimated to. Highlight of Zendesk is the capacity consolidate and direct tickets with different organizations utilizing Zendesk. The back end the executive’s framework is incredibly easy to understand and takes practically zero past preparing to sort out. Zendesk offers significant level of customization as help group scales and serves various nations and socioeconomics, and steady advancement of added apparatuses to improve the client experience, for example, Guide, Gather, dynamic content, languages etc.

What do you dislike?

The interface has gotten less instinctive over the long run and administrator the executives. Restricted reconciliations; while Zendesk's legitimate usefulness is significant, the impediments on coordinating whatever else can be restricting in usefulness. Absence of a comprehensive rundown of languages to help. For the front end client there is an absence of perceivability and straightforwardness to what status their ticket is in until the assigned back end client reacts. Using the "@" symbol to address another colleague or attempt to stand out enough to be noticed doesn't work at times. It doesn't empower to alter answer whenever it is conveyed. Format framework is extremely restricted, needed to set up custom Programming interface etc. for menus.

What problems are you solving with the product? What benefits have you realized?

Zendesk is sufficient of an industry-pioneer that it's anything but difficult to track down data about how to utilize it. The ticket tracking/management tools are genuinely far reaching Zendesk uphold suite offers an across the board, from visit, telephone, and email across the board place. Zendesk is an ideal customer administration arrangement that keeps everything in once place. The Zendesk stage takes into account to answer customer administration tickets straightforwardly inside the stage, see the status of the ticket, and send criticism reviews automatically. The interior notes include helps remain coordinated and it effectively interfaces with Salesforce.

...more
Courtney P
Courtney PSource : g2crowd.com
(Reviewed on 09 November 2020) "Zendesk lives up to its value and is an all encompassing software for all your CS needs"

What do you like best?

I like the ability to make multiple customizations to the product based on my team's needs and our company's evolving practices.

What do you dislike?

I do wish the reporting was more user-friendly. Such as being able to download and analyze macro usage.

Recommendations to others considering the product:

If you need to contact support, make sure to try and find user-forums first as you may find some great information there.

What problems are you solving with the product? What benefits have you realized?

We are solving the problem of SLAA time and customer satisfaction. With ZenDesk we are able to track satisfaction through surveys and we are also able to stay ahead of trends with the ability to tag tickets.

...more
Elisabeth R
Elisabeth RSource : g2crowd.com
(Reviewed on 22 October 2020) "Thorough ticket tracking"

What do you like best?

Zendesk is enough of an industry-leader that it's easy to find information about how to use it. The ticket tracking/management tools are fairly comprehensive.

What do you dislike?

Limited integrations; while Zendesk's official functionality is substantial, the limitations on integrating anything else can be limiting in functionality. If Zendesk will be your primary client contact point, this may be less of an issue, but if you're trying to use Zendesk in conjunction with other CRM tools, be sure to check for integration options.

What problems are you solving with the product? What benefits have you realized?

Customer support management; Zendesk, as with any ticketing platform, allows a single contact point for the client to access any support resources needed. It was a great tool for us to use to streamline client support.

...more
Nikos P
Nikos PSource : g2crowd.com
(Reviewed on 22 October 2020) "It is one of the best helpdek software!"

What do you like best?

I personally like their which can be integrated with any system

What do you dislike?

Some limitations about the chat integration

Recommendations to others considering the product:

Try it! It worths your attention!

What problems are you solving with the product? What benefits have you realized?

Solved Queue & ticket problems.

...more
Pedro Henrique Koeler G
Pedro Henrique Koeler GSource : g2crowd.com
(Reviewed on 13 October 2020) "Improves efficiency and organization"

What do you like best?

The fact you can have tabs on each ticket issue is incredible for efficiency, and I also really appreciate that you can see who is currently viewing the tickets you are looking at. The user interface is also incredibly easy to use and I was able to get started pretty fast.

What do you dislike?

Perhaps the left bar in each ticket case has a lot of information that is not clearly explained. There are certain fields that are mandatory and I always struggle finding the correct options and ensuring those fields are filled up. Perhaps an alternative would be to have all required fields at the top and make the 'About' field a little bit clearer that it's referring to the topic of the ticket.

Another problem I had was with finding all the tickets I have worked on, the process is a bit confusing and not very straightforward.

What problems are you solving with the product? What benefits have you realized?

I am currently using the Zendesk Support suite for assisting other departments with questions and issues they might have. I have found that it's incredibly useful for better communicating back and forward between teams and keeping track of the tickets.

...more
Safrika M
Safrika MSource : g2crowd.com
(Reviewed on 29 September 2020) "Thank you zendesk for making everything easier"

What do you like best?

its reasonable,Unlimited chats, triggers & departments we can do Conversion Tracking,Multiple help centers,Call recording & voicemail transcription,i can do Callback from queue Call monitoring & barging....Agent recording controls

Real-time queue levels Real-time dashboards Agent activity dashboards Agent availability controls Tickets for abandoned calls,and is well-priced for both small and large businesses. such as which unit submits the most tickets, how long tickets take to resolve, and what the peak times are during the day.”Zen desk has really changed our entire approach to managing customer support.This equips a support team with context—about who a customer is, where they’re coming from, and what they’ve reached out about in the past—regardless of channel.

What do you dislike?

I HAVE NO ISSUES WITH ZEN DESK AT THIS MOMENT,OUR TEAM IS GROWING AND ZEN DESK IS LIKE A BIG HELP IN THIS.People report strange behaviors in software some times we have like some pods getting missed calls but it is fixed quickly,also manually searching for comments thats one thing i think that can be improved Another thing that bugs me is the inability to edit comments that have already been posted. Zen desk supports markdown, which is good; it helps you organize information a lot more than just plain text inability to edit a closed ticket. i miss tablet mode, if we want to use landscape mode we have to go to the actual website

Recommendations to others considering the product:

if you are starting from nothing and want to reach a part in lif where customer satisfaction is what you need choose zendesk

What problems are you solving with the product? What benefits have you realized?

REPORTING ISSUES IN REAL TIME.Give your agents the context they need to handle every call.building meaningful relationships and closing deals faster.Instead of spending time on manual tasks, your reps can automate lead outreach to find and engage with more qualified prospects,

...more
kim m
kim mSource : g2crowd.com
(Reviewed on 18 September 2020) "Outstanding Product"

What do you like best?

Zendesk support suite offers an all in one, from chat, phone, email all in one place. The fact that you can turn on and off the phone portion and the chat portion is extremely helpful when you have agents on lunch or break.

What do you dislike?

We have not found anything to dislike at this time.

Recommendations to others considering the product:

I would highly recommend if you want an all in one platform for email, chat, phone, you can also create macros for responses saving typing time. It is very easy to learn and new employees can pick it up quickly. Our technical support department uses this daily.

What problems are you solving with the product? What benefits have you realized?

We use Zendesk to communicate with our non-profit organizations as a help desk all support tickets are routed to our Zendesk where our agents handle the email tickets coming in. Each ticket is automatically numbered and when solved it saves in the system for later retrieval

...more
Ben W
Ben WSource : g2crowd.com
(Reviewed on 15 September 2020) "Great for customer support and internal communication"

What do you like best?

I like the ability users have to follow certain tickets and communicate with team members internally.

What do you dislike?

Sometimes it's easy to lose your place if you click around too much because Zendesk will open up new tabs with each click.

Recommendations to others considering the product:

Take the time to go through initial training when you get started. It's really helpful and will minimize frustrations in the future.

What problems are you solving with the product? What benefits have you realized?

Ease of communicating with team members to resolve complex customer problems

...more
Executive Sponsor in Retail
Executive Sponsor in RetailSource : g2crowd.com
(Reviewed on 15 September 2020) "Great product for customer service"

What do you like best?

The product is very intuitive and provides helpful pointers to optimize your customer success channel.

What do you dislike?

The platform can be a bit clunky when using for the first time. But it's pretty easy to understand after a few reps.

What problems are you solving with the product? What benefits have you realized?

We are using ZenDesk to drive strong customer service for our current customers as well as prospective customers. Our journey often requires answering questions about shirts designs and fulfillment and ZD has helped us immensely.

...more
Morgan M
Morgan MSource : g2crowd.com
(Reviewed on 31 August 2020) "Zendesk is easy to use, customize, and the Zendesk team is amazing!"

What do you like best?

I like the ability to customize or do just about anything with the combination of triggers and automations. Zendesk Support Suit has significantly reduced our tech stack and enabled us to become more efficient and save oodles of money for our organization! Also, the support, and customer success staff are stellar. Our request are always addressed in a very timely manner and its clear everyone at Zendesk is passionate about what they do and are well versed in the ways of the Zendesk. Our newest Customer Success team including Chelsea, Hillary, and Kale are great. Chelsea is willing to jump on a call and drives the conversation in a way that enables her to better understand our needs as a desk /customer so that we can partner in designing and implementing Zendesk in a way that ensures we are successful. Personally, I also really appreciate Zendesk's awareness of events happening in the world around and demonstrate decency in their decision-making as a company. For example, the multitude of webinars in place of Zendesk Relate which was canceled due to Covid19 were amazing (even though we went to Miami anyway :D ). We met Sarah Reed in Miami. It was clear that Sarah worked tirelessly to setup the Zendesk Relate conference which Zendesk made a difficult but responsible decision to canceled at the I'm sure great expense to the company. All this to ensure that customers and their staff were safe in the onslaught of Covid19. Sarah in spite of these unfortunate circumstances was still an extremely positive/kind figure to those of us who showed up in Miami anyway and demonstrating the resilience and commitment to the customer centric organization that is Zendesk. I've also attended Zendesk's CX & Pride event. All this to say that its clear that Zendesk cares about people as well as being a successful business and that's truly amazing. I would recommend Zendesk to any organization.

What do you dislike?

The new agent workspace needs some work. We would love to enable this for our team but the spacing on chats specifically makes it very challenging to look at a ticket. If there was an option to expand / collapse chat threads that would be great. We would love to use a round robin style ticket assignment automation tool native to zendesk.

What problems are you solving with the product? What benefits have you realized?

We've found loads of efficiency with Zendesk talk, answerbot and ability to make dynamic changes to our Zendesk architecture without code changes which enables us to pivot quickly depending on the needs of the desk.

...more
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Research Report
Zendesk is a customer service software company that started off as a single customer service... read more

Disclaimer

The research is compiled using multiple sources, let us know of any feedback on feedback@saasworthy.com