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Updated on: October 4, 2022

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Zendesk Support

personalizes customer support solution

(6,218 Ratings) Write Review

What is Zendesk Support and how does it work?

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

Help Desk Features

Incident ManagementIncident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. Incident management does not deal with root cause analysis or problem resolution.
Social Media IntegrationSocial media integration is a marketing technique that allows you to use social media platforms to supplement your current branding and marketing strategies. By providing ways for your customers to connect or exchange information about your website and social media on different social networks, social media integration helps foster brand recognition and enhances the reach of your marketing campaigns.
Multi-Channel CommunicationMulti-channel communication simply means communicating with customers via multiple channels such as print, SMS, e-mail, web portals, and mobile applications. From an internal management perspective, multi-channel communication involves sending out material and information via multiple channels.
Macros (Templated Responses)You can use macros to avoid performing repetitive actions. For example, macros enable you to create templates with attachments so that you don't have to remember to include a specific file every time you write a specific type of message. You should add information to the message body and fill in the Bcc, Cc, and Subject email fields.
Document StorageThe act of storing a document, usually a digital document, in a document management system (DMS) is known as document storage. We now use electronic storage instead of filing cabinets. It conserves both space and time. When a document is saved, it is often tagged with a collection of metadata to identify it as belonging to a certain category or classification. Then it's saved as a digital file.
Customizable BrandingBrands allow consumers to personalize both packaging and product. By allowing buyers to customize flavor, food form and even the actual packing design of products, brands are putting more power than ever before into the hands of the consumer, ultimately trusting them to create a meaningful experience.
Ticket ManagementThe method of handling issues and requests is known as ticket management. Tickets are basic data entities that are used to monitor anything that must be done. Ticket management is a very useful business method that is integrated into most communication software.
Surveys & FeedbackSurveys and feedback are a type of research methodologies that involve gathering data from a predetermined group of people in order to obtain information and insights into a variety of topics. They can serve a variety of purposes depending on the methods used.
Known Issue ManagementKnown issue management is the process of resolving known issues within the project. Problems with employees or vendors, technological glitches, and supply shortages can all wreak havoc on your project. If the problem isn't fixed, you risk causing needless friction, delays, or even failure to meet the deadline.
Knowledge BaseA knowledge base is an online library of information about a product, service, agency, or subject that can be accessed at any time. Answers to commonly asked questions, how-to guides, and troubleshooting instructions are usually included in this published set of documentation. Its goal is to make it simple for people to solve problems without having to ask for assistance.
Contract (SLA Management)Contract management (or SLA management) software is a digital tool (or collection of tools) that aids in the creation, storage, and retrieval of legal agreements and data. Contract management improves the efficiency of the whole contracting process. As a result, contract delivery times are faster and more reliable, and clients are happier.
Community ForumsA community forum is an online platform provided by a company or a brand where members, consumers, and fans can come together to ask questions, receive peer-to-peer support, discuss brand preferences, and form social connections.
Automated RoutingAutomated routing guides customers to appropriate resources based on their current needs. Since customers expect prompt and efficient service when they call, getting the right resource to them at the right time is critical to achieving business goals.
Alerts (Escalation)Escalation alerts allow users to build notification rules for both primary and custom entities. Escalation rules may include a few requirements that cause alerts via email or on-screen messages. Escalation rules are typically more complex than notifications, and they can be used inside or outside of a workflow. In general, escalation rules are used to generate notifications of more than five conditions or a complex trigger SQL clause. If one or more of the conditions are met, or the clause is activated, a message is displayed on screen or sent via email, values are changed, or SQL is run.
Self Service PortalA self-service portal is a website that offers information and resources to help users find answers and resolve their issues. The job of any self-service portal is to help users address common needs efficiently and without outside help.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.

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	Official Website	https://www.zendesk.com/support/
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS	Category	Help Desk Software

Zendesk Support Pricing

Pricing ModelFree Trial , Subscription

MONTHLY YEARLY

Suite Team

$49 /User/Month Billed Yearly

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 - Standarad
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 Billed Yearly

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
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 and Custom
Robust APIs - Advance 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 Billed Yearly

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
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 and Custom
Robust APIs - Advance 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
Data Location Options
HIPAA compliance
Events Connector for Amazon Web Services

Suite Enterprise

$150 /User/Month Billed Yearly

Features:

All the core elements needed for excellent customer support, and
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 12/01/2022 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Zendesk Support pricing.

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Zendesk Support Reviews

OVERALL RATING

4.3

Based on 6,218 Rating(s)

Rating Distribution

Excellent

59 %
Very Good

32.8 %
Average

5.4 %
Poor

1.4 %
Terrible

1.3 %

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Zendesk Support

Zendesk Support FAQs

Q. What is Zendesk Support used for?

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

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

Learn more about Zendesk Support features.

Q. What are the top alternatives for Zendesk Support?

Here`s a list of the best alternatives for Zendesk Support:

Q. Does Zendesk Support provide API?

Yes, Zendesk Support provides API.

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

Zendesk Support

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