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From start ups to Fortune 500 companies, over 200,000+ customers trust Zendesk with their customer support needs.

Product Details

Zendesk is the leading online help desk software built for better customer relationships. Solve tickets easily in a fully customizable help desk that scales with your business. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations. See why over 200,000 teams use Zendesk to lower their support costs, raise productivity, and increase customer satisfaction.

Contact Details

Zendesk

http://www.zendesk.com

Founded in 2007

Located in United States

Zendesk Pricing Overview

Zendesk pricing starts at $5.00 per month, per user.They do not have a free version.Zendesk offers a free trial.See additional pricing details below.

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Starting Price

Free Trial

Deployment

  • Installed - Mac
  • Installed - Windows
  • Web-Based, Cloud, SaaS
  • i全民彩票网Phone / iPad
  • Android

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Zendesk Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
Inbound Call Center
Interactive Voice Response (IVR)
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Batch Communications
Chat / Messaging
Content Management
Email Distribution
Interactive Content
Multi-Channel Communication
On-Demand Communications
Personalization
Print Management
Template Management
Video Content
Analytics
Churn Management
Communication Management
Community Management
Content Syndication
Feedback Collection
Gamification
Live Chat
Video Content
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
360 Degree Feedback
Analytics
Call Reporting
Complaint Monitoring
Feedback Collection
Survey Management
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Account Alerts
Account Management
Communication Management
Customer Engagement
Customer Lifecycle Management
Health Score
Onboarding
Revenue Management
Usage Tracking/Analytics
Win / Loss Analysis
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
全民彩票网Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Cataloging/Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal
Canned Responses
Customizable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

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Zendesk Reviews

Showing 5 of 2370 reviews
Overall
4.3/5
Ease of Use
4.3/5
Customer Service
4.3/5
  • "Positive experience overall and I would recommend to future orgs that I work with/for. The external users/customers have always had a great experience as well, which is a huge benefit for any org."
  • "Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way."
  • "Overall I had a great experience Zendesk over several years while working for Instacart. I was able to successfully resolve over 30k tickets using the software very efficiently."
  • "Loved the ability to set SLAs with my team around ticket response times and getting the data needed to help our customers out to resolve tickets in a timely manner."
  • "I often lost a post it note or forgot that so and so said in the hall this wasn't working. With Zendesk I just create a ticket and viola its there until I get around to it."
  • "I absolutely hated the previous reporting. Having to drill in and figure out how to run simple reports was extremely painful."
  • "Sometimes the setup is just so random, if you delete users from your team you have to downgrade your seats otherwise you still get charged for them."
  • "A whole week went by when I decided to call Zendesk 1 800 number. I spoke to a Rep on a phone about the situation she acknowleged and apologize for the inconvenience that this caused me."

Pros

  • "Positive experience overall and I would recommend to future orgs that I work with/for. The external users/customers have always had a great experience as well, which is a huge benefit for any org."
  • "Zendesk, has a great possibility to gradually increase the functions of our companies, helping us to move towards success, in a reliable and safe way."
  • "Overall I had a great experience Zendesk over several years while working for Instacart. I was able to successfully resolve over 30k tickets using the software very efficiently."
  • "Loved the ability to set SLAs with my team around ticket response times and getting the data needed to help our customers out to resolve tickets in a timely manner."

Cons

  • "I often lost a post it note or forgot that so and so said in the hall this wasn't working. With Zendesk I just create a ticket and viola its there until I get around to it."
  • "I absolutely hated the previous reporting. Having to drill in and figure out how to run simple reports was extremely painful."
  • "Sometimes the setup is just so random, if you delete users from your team you have to downgrade your seats otherwise you still get charged for them."
  • "A whole week went by when I decided to call Zendesk 1 800 number. I spoke to a Rep on a phone about the situation she acknowleged and apologize for the inconvenience that this caused me."
全民彩票网Avatar Image
Ashley E.
Support engineer
Information Technology and 全民彩票网, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
April 11, 全民彩票网

“The best professional ticketing solution”

OverallI have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
ProsI can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
ConsThe software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
Switched FromJira Service Desk
Reasons for Switching to ZendeskWe wanted to make the move to a tool which was easier to train new colleagues in and zendesk really proved that.
Reviewer Source 
Source: Capterra
April 11, 全民彩票网
全民彩票网Avatar Image
Ted F.
Production Support Coordinator & IT Specialist
Mining & Metals, 51-200 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
1/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
0/10
Reviewer Source 
Source: Capterra
January 30, 全民彩票网

“Need help from Zendesk? Forget it. Don't even bother.”

OverallHorrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
ProsThe software functions nicely. It is very well put together. They make it easy to run a help desk.
ConsThe support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
Alternatives ConsideredFreshservice
Reasons for Choosing ZendeskFeatures
Switched FromFreshdesk
Reasons for Switching to ZendeskA couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.
Reviewer Source 
Source: Capterra
January 30, 全民彩票网
Verified Reviewer
Unspecified
Used the software for: 2+ years
Overall Rating
1/5
Ease of Use
2/5
Features
2/5
Value for Money
1/5
Likelihood to Recommend
0/10
Reviewer Source 
Source: GetApp
September 25, 2018

“A mediocre product that doesn't get better as it grows”

ProsI struggle to find good things to say. It works and rarely has performance problems. If you need very basic support ticketing and are just starting out, you could use it and be successful. We did. But the functionality and support for those organizations between startup and large corporation is nil. If we were a very large organization, I could see it being a valuable product.
Cons1. It is incredibly difficult to keep track of business users. When you are a SaaS supporting clients who have end-users, organizing tickets and documenting issues is very important to find patterns. This is not possible in Zendesk, at least at the Team feature level. There is not a central location for information for an organization outside of a Notes box that is basically a tiny sidebar textbox that allows no formatting to make notes over time readable. 2. There is no way to reference individual comments in a ticket because individual comments do not have their own IDs. This makes it very cumbersome to keep succinct notes and refers back to my first point. The only way we can review a client's history is through wading through a bunch of tickets with an endless stream of comments. I can't get a good timeline overview of their experience and issues, which is so essential to good issue triage. 3. Lack of features for those at the less pricey levels is pretty bad. There's no way to make our contact forms more customizable (like having a message to the person on the ticket - there is only limited description area and those are question/field based) and we don't have access to conditional logic on the forms. So we are left with clients just throwing issues at us without getting good information from them to get a one-touch resolution. The way Zendesk works it forces us to give lower-quality support. 4. There's no exporting your ticket information or running any sort of report if you are using the Team or lower feature level. These, to me, should be basic features as they pertain to the most basic of needs for any support team. Not only that, it ties you to the product and punishes you for leaving. We can't move to another product because we can't take our ticket history with us. 5. The features and performance is inconsistent. For example, there are "Triggers" and "Automations". Triggers and automations are the same. The only difference is the automations are time-based. But they don't tell you that in the interface - there's nothing telling you what is required to set up the automation in order for it to pass validation, only an error message. And by following the instructions of the error message, you can still get more errors. But there's nothing there to tell you the overall requirements so you can avoid errors in the first place. And in the Triggers interface, they leave out a large amount of placeholder options for seemingly no reason, so you have to go find the placeholder references for yourself. In my opinion, Zendesk doesn't have the user in mind. They put out new features and integrations, but the core product is so severely lacking that it seems like they feel they are operating on auto-pilot and their product needs no update itself. It's a shame, because it was probably was a good product with a lot of potential back when it first started up.
Reviewer Source 
Source: GetApp
September 25, 2018
Caleb C.
Customer Experience Detective
Consumer Goods, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
February 22, 全民彩票网

“Honestly, This is Probably the Best CX Platform for Startups”

OverallWe use Zendesk as an email platform to communicate with our users (also via phone), and we also use it as a platform for our FAQs and Help Center.
Pros- The ease of use - The customization options - Extremely user-friendly - It just makes sense - It's much easier to train people on how to use this platform than on other platforms
Cons- Can be a little bit more expensive than its competitors - Doesn't have as much customization options as some of its competitors (i.e. Kustomer)
Alternatives Considered

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