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Zendesk Support OverviewUNIXBusinessApplication

Zendesk Support is #2 ranked solution in top CRM Customer Engagement Centers and #16 ranked solution in top Help Desk Software. IT Central Station users give Zendesk Support an average rating of 8 out of 10. Zendesk Support is most commonly compared to Kustomer:Zendesk Support vs Kustomer.
What is Zendesk Support?

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.

Zendesk Support Buyer's Guide

Download the Zendesk Support Buyer's Guide including reviews and more. Updated: November 2021

Zendesk Support Customers
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Zendesk Support Video

Pricing Advice

What users are saying about Zendesk Support pricing:
  • "The price is very competitive."

Zendesk Support Reviews

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BX
Customer Success Manager at a computer software company with 51-200 employees
Real User
Leaderboard
Seamless and easy to set up with a good Slack integration

Pros and Cons

  • "The initial setup is simple and straightforward."
  • "Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

What is our primary use case?

We primarily use the solution for customer-facing tickets.

The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration, so it's added to Zendesk.

How has it helped my organization?

It's just offers really good collaboration flow between the customer success team that I'm on and the support team they're on. We obviously have a lot of back and forth sometimes, especially with our larger customers and more complex situations that we need to kind of go back and forth on.

What is most valuable?

I always find myself exclusively on Slack using Zendesk. I really enjoy the Slack integration. I don't think I've ever been the actual interface for Zendesk. Our support team of course lives in the Zendesk interface every day. I kind of just use the Slack integration. 

The stability is very good.

The initial setup is simple and straightforward.

What needs improvement?

An area of opportunity for Zendesk is probably just when there's a long email chain and everything gets forwarded to support, I know it can be time consuming for them to extract the important information from the email chain. Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful.

It's just so time consuming, especially trying to find attachments too. I think it'd be good to have just one place, "Here's all the attachments and the 24 emails that's been sent in this chain."

It's hard to say what needs improvement being someone who usually does the communication was Zendesk in Slack rather than the actual interface. However, on the customer success side, it would be really, really helpful if I can somehow categorize all these Zendesk tickets by customers, so that I can see all the outstanding support tickets. That way, the status is in one place for that customer. Right now I really have to check by ticket number. 

We use Pendo, which is another complete different software, however, they have something called NPS scores. I just do a quick search in Slack for the customer's name. Then I see all the NPS scores out of the search results. If I put in the customer name, it's just kind of not associate on the account level in this solution.

For how long have I used the solution?

It's my understanding that we have been using the solution for about a year and a half.

What do I think about the stability of the solution?

The stability of the solution is excellent. It doesn't crash or freeze. there are no bugs or glitches to speak of. Its performance has been reliable and very good overall.

What do I think about the scalability of the solution?

The scalability capability seems pretty straightforward. I can't speak to how the support team is using it, to be honest. I can't speak to if they actually have attempted to scale it in any meaningful way just yet.

Our support and customer success teams are the main users of the product. We have about 15 people in total on the solution at any given time.

Which solution did I use previously and why did I switch?

We also use Jira internally. We also use Pendo.

How was the initial setup?

I was not involved in thte initial setup of the solution. I can't speak to how straightforward or difficult the process was.

What other advice do I have?

We are customers and end-users of the solution.

We are using the current version of the solution.

I would rate the solution at an eight out of ten. It works really well. It's very seamless, and is very good software. Just from the customer success side, based on what I do, I would just like a more centralized account organization kind of feature.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Jose Barbosa
Managing Director at GTI Digital | Finanblue
Real User
Top 5Leaderboard
Complete features, highly customizable, critical for business and support is good

Pros and Cons

  • "The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
  • "The solution could integrate better with QR codes from some websites such as Facebook."

What is our primary use case?

We run our support and customer services flow through Zendesk. The primary use for the solution is customer experience and assistance.

What is most valuable?

There are a lot of features to speak about. The solution has a strategic vision indicator that is a plus for me because I need to understand our customer's reason for contact, what kind of customers contact us, what issues are most frequent, what kind of issues we can solve in a better time, or the time of the day do we give support. This allows us to improve ourselves as a business.

The solution is very critical for us because we can extract information about Net Promoter Scores which is in general terms, the satisfaction of our customers, we can prioritize some developments or improvements that we need to make in our systems. 

The feature to move over my customer experience team tickets for different specialists is very valuable for my team.

The customization that is in place is really fast.

A very complete solution.

What needs improvement?

The solution could integrate better with QR codes from some websites such as Facebook.

They do not have any operations in Brazil for invoicing, this forces us to deal with international invoices which cause us some difficulties to close accounts in our accounting department. Making invoices in Brazil would be beneficial, other companies allow this such as Amazon Web Services.

For how long have I used the solution?

We have been using the solution for three years.

What do I think about the stability of the solution?

The stability is really good considering we are international and the internet works really well.

What do I think about the scalability of the solution?

We never suffered any stability or any difficulty increasing our operation. Some parts of the month we have more flows of transactions and more cost. We can run with no problem, we do not have any delay operating. 

Currently, we are upgrading and going to be having more users inside our company. We are hiring more people and we are very satisfied.

We have 16 users currently and by the end of the months, we will have 23.

How are customer service and technical support?

We had no problems with their technical support.

How was the initial setup?

We started three years ago with their support solution for proof of concept. We made a small proof of concept to in our company. That proof concept ran really well and we started to apply it with our users. It all went so fast, the starting process and deploy were so easy. The deployment took about one week.

What's my experience with pricing, setup cost, and licensing?

The price is very competitive.

What other advice do I have?

My advice for others thinking about purchasing the solution is to understand the purpose. Zendesk is not a solution for sales. I know that they tried to have a solution for sales but it is a customer services solution. They designed the solution for customer services and adapted it for sales. When we used this solution it turned out to be very poor. Zendesk is a very good world-class solution for customer services, not for sales. For sales, there are better solutions such as Salesforce. 

We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk.

I rate Zendesk Support a nine out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Find out what your peers are saying about Zendesk Support vs. Zoho Desk and other solutions. Updated: November 2021.
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AR
Senior Application Support Engineer at a tech services company with 51-200 employees
Real User
Top 20Leaderboard
Fast, stable, and easy to use

Pros and Cons

  • "It's very convenient to use."
  • "They have something called Zendesk Explore, which isn't as good as what they had in place previously."

What is our primary use case?

I'm in support and I'm using it basically for incident management and things like that.

What is most valuable?

It's very convenient to use. 

We can add the time, including the time it takes for a particular incident ticket to be resolved. It's convenient that we can add the time taken for each incident ticket. It helps illustrate how long issues take to resolve.

The solution is quite fast.

It is quite a stable product overall.

What needs improvement?

Zendesk used to have a whole reporting tool, which they have actually terminated. That has been a small blow for us, however, it used to be a feature where they had that tool that allowed you to just have reports on the go, on the fly. They should bring this feature back. 

They have something called Zendesk Explore, which isn't as good as what they had in place previously. The reporting and analytics part should be improved even more. The effort taken from the user side to configure the reports is a bit more when it's compared to the solution that was there earlier. 

For how long have I used the solution?

I've been using the solution for about one year or so at this point. It's been only a short while.

What do I think about the stability of the solution?

We've found the solution to be very, very stable. It doesn't crash or freeze. There are no bugs or glitches. It's quite good.

Which solution did I use previously and why did I switch?

I used to use TOPdesk. We switched to Zendesk. Now we are comparing the two to see which we'd prefer. Some of my colleagues are still using TOPdesk, however, I am exclusively on Zendesk.

Which other solutions did I evaluate?

I'm actually currently working on a comparison between this solution and TOPdesk. I'm also looking at Jira Service Management, however, I don't know if it is the best out there or not.

What other advice do I have?

We are just customers and end-users. We aren't partners with Zendesk and we don't have a business relationship with them.

I'd rate the solution at an eight out of ten. Largely, we have been happy with its capabilities.

I'd recommend the solution, especially if a company is considering a choice between this and TOPdesk. TOPdesk is somewhat inferior and Zendesk is a better choice. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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