Zendesk Reviews

Name: Zendesk
Brand: Zendesk
Rating: 4 (57 reviews)

4.1 out of 5

57 reviews

2,814 followers

What is Zendesk?UNIXBusinessApplication
Price:

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.

Get the Zendesk Buyer's Guide and find out what your peers are saying about Zendesk, ServiceNow, Tableau and more!

Zendesk is the #2 ranked solution in top Knowledge Management Software, #2 ranked solution in top Community Platforms, #4 ranked solution in top CRM Customer Engagement Centers, #6 ranked solution in top Sales Force Automation solutions, #8 ranked solution in top IT Service Management (ITSM) solutions, #10 ranked solution in top Help Desk Software, #12 ranked solution in top Reporting Tools, and #16 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 56% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 21% of all views.

Helped 767,319 peers since 2012

Featured reviews

Ahmed Nassar

Technical Consultant at Spectrum Group

Oct 17, 2023

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.

Read full review

Jovana Pavlovic

Senior Back Office Manager at a financial services firm with 51-200 employees

May 16, 2022

When I first started, I was added as an employee, not as an administrator, and the access for an employee would allow you to see all of the tickets from all of the departments. You could assign tickets to different departments and you could actually remove tags if you needed to. After a while, we started having new hires and they were also added as employees. Their access was meant as employees. Then, Zendesk changed their terms and conditions, their licenses, and what those licenses actually have, including what type of access they offered and employees couldn't, for example, see all of the tickets from all of the departments. They couldn't really move, add tags, assign tickets to different departments, et cetera, however, even though they have the exact same access as I do. The features were limited, even though they had the same access as we did. Since those features were now added into administrator access and you couldn't give administrative access to new hires, you can also see a lot more information for reports and stuff like that. This is basically none of their business, so this is why we changed to Freshdesk.

Read full review

Prasanth MG

Software Engineer at Readyly

Jul 2, 2023

Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality Zendesk Support has a lot of good APIs. They have support for triggers, whereby instead of us monitoring Zendesk Support's…

Read full review

Zendesk market share

Product category:

As of March 2024, the market share of Zendesk in the CRM Customer Engagement Centers category stands at 1.6%, marking a decrease of 88.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Last updated Mar 18, 2024

Valuable Features

"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."
"It's a very stable tool, very powerful."
"Zendesk Support has a lot of good APIs."

Room for Improvement

"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

Pricing

"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."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

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.