About Zendesk
Zendesk pricing
Zendesk does not have a free version but does offer a free trial. Zendesk paid version starts at USD 19.00/month.
Alternatives to Zendesk
Zendesk Reviews
Feature rating
- Industry: Financial Services
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
Great platform for support and ticketing
Overall Zendesk is easy to use, interface and options are quite straight forward, response is quicker and easy to manage the logs/requests/tickets and users
Pros
I have had a good experience of working with Zendesk on daily basis considering the support platform for our internal users. I have liked the way so far how Zendesk generates alerts and how the ticket has managed the platform with ease of completing the task, attaching information, and keeping the log of the users and tickets.
Cons
Zendesk requires individual licenses for adding new agents though there should be some option to add a team within the same license but rather be limited to 3-5 agents per team under 1 license.
Alternatives Considered
FreshdeskReasons for Switching to Zendesk
Zendesk cost overall was better than freshdesk and it was more user friendly.
- Industry: Wireless
- Company size: 501-1,000 Employees
- Used Daily for 1+ year
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Review Source
Query history management and aggregation by tags (content) can be done easily
Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.
Pros
Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.
Cons
There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.
Alternatives Considered
Pure ChatReasons for Choosing Zendesk
I felt there was a limit to managing queries and tracking query content in Excel, but by introducing Zendesk, I could reduce the man-hours for history management. It also helps with tracking by managing query content through tab settings.Switched From
Microsoft ExcelReasons for Switching to Zendesk
Tags and triggers tend to be complicated and, if used across multiple departments, affect each other, requiring a supervising administrator. The Zendesk installation was well organized. Queries that were handled by a small number of people have increased in the number of people, departments, products, frequent omissions, and duplicate responses have greatly decreased.- Industry: Financial Services
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
Category defining solution
Pros
It is an awesome product and easy to train people to work on
Cons
It gets pretty expensive quite fast once you start demanding more features and onboarding new users
- Industry: Internet
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
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Review Source
We've reduced customer service handling time with Zendesk
Using Zendesk, our customer care representatives are able to obtain the information they need on their own. When I handle the articles, I hear nothing but good things about how this program makes my job easier and more productive. They may use slack to look for answers, and the results will be linked to relevant articles in Zendesk. Zendesk may be easily integrated with other services, such as slack.
Pros
I loved Zendesk because of its features and thorough reports. However, I found it tough to use and far more difficult to produce reports than other CRMs and Helpdesks. Compared to other Helpdesks, the social analytics are similarly low. The Suite's triggers are among my favorites. One of the most important advantages for us is the sheer number of plugins and integrations available.
Cons
The difficulty of creating dashboards and the amount of time it takes to do so annoy me. Because of this, the dashboard might be a bit confusing at times, with data that are out of sync.
- Industry: Marketing & Advertising
- Company size: 201-500 Employees
- Used Daily for 2+ years
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Review Source
This helps us to better serve our customers
We can use this data to improve the client experience by putting new processes in place. We've increased our output significantly, and now everything is in plain sight. It's incredible how much freedom we have when it comes to putting up a self-help library for our clientele. We were able to create a help center based on the Copenhagen theme, but we customized it to our liking with custom CSS styling.
Pros
There is nothing Zendesk does that I don't like! The back-end user experience is the greatest I've ever encountered. The integration of Shopify and the capturing of knowledge is effortless. We've been using Zendesk Support for years and I'm sure we've only scratched the surface of what it can accomplish, but for a little business like ours, it's more than enough.
Cons
New feature requests should be implemented more quickly, in my opinion. I would also like Zendesk to manage all new implementation requests.
