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Zendesk

by Zendesk

(2,681) Write a Review!

Who Uses Zendesk?

Over 160,000 companies rely on Zendesk's customer service solution to build the best customer experience. Our software is powerful and flexible, and scales to meet the needs of any business.

What Is Zendesk?

Zendesk is the only complete customer service solution, that is both easy to use and scales with your business. On average, companies using Zendesk increase customer satisfaction by 25% and agent productivity by 30% - at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster.

Zendesk Details

Zendesk

https://www.zendesk.com

Founded 2007

Play

Compare Zendesk with similar products

Zendesk

4.4 (2,681 reviews)

current software

Starting price

US$19.00/month

US$15.00/month

US$14.00/month

N/A

Free Version

Free Version No

Free Version Yes

Free Version No

Free Trial

Free Trial Yes

Zendesk deployment and support

Support

Email/Help Desk
FAQs/Forum
Knowledge Base Software
Phone Support
24/7 (Live rep)
Chat

Deployment

Cloud, SaaS, Web-based
Android (Mobile)
iPhone (Mobile)
iPad (Mobile)

Training Software

In Person
Live Online
Webinars
Documentation
Videos

Zendesk Features

CRM

API
Activity Dashboard
Activity Management
Activity Tracking
Alerts/Notifications
CRM Software
Calendar Management
Calendar Sync
Calendar/Reminder System
Campaign Management Software
Contact Database
Contact Management Software
Customer Database
Customizable Fields
Customizable Reports
Customizable Templates
Data Import/Export
Document Storage
Drag & Drop
Email Management Software
Email Marketing Software
Email Templates
Forecasting
Interaction Tracking
Internal Chat Integration
Lead Capture Software
Lead Generation Software
Lead Management Software
Lead Qualification
Marketing Automation Software
Mobile Access
Opportunity Management
Pipeline Management
Projections
Quotes/Estimates
Referral Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Sales Forecasting Software
Sales Pipeline Management
Sales Reports
Sales Trend Analysis
Segmentation
Social Media Integration
Task Management Software
Territory Management
Third Party Integrations
Workflow Management Software

View full list of CRM

Call Center

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auto-Dialer
Automatic Call Distribution
Blended Call Center
CRM Software
Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording Software
Call Reporting
Call Routing
Call Scripting
Call Tracking Software
Call Transfer
Callback Scheduling
Caller ID
Campaign Management Software
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management Software
Customizable Reports
Email Management Software
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Live Chat Software
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Predictive Dialer Software
Progressive Dialer
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Third Party Integrations
Voice Mail
Workflow Management Software

View full list of Call Center

Call Recording

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Archiving & Retention
Auto-Dialer
Automatic Call Distribution
CRM Software
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording Software
Call Reporting
Call Routing
Call Tagging
Call Tracking Software
Call Transcription
Call Transfer
Caller ID
Campaign Management Software
Chat/Messaging
Computer Telephony Integration
Conferencing
Contact Database
Contact Management Software
Customizable Reports
Event Triggered Actions
File Transfer
IVR / Voice Recognition
Interaction Tracking
Live Chat Software
Monitoring
Multi-Channel Communication
On-Demand Recording
Performance Management
Performance Metrics
Predictive Dialer Software
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Recording
Reporting & Statistics
SMS Messaging
Scheduled Recording
Tagging
Third Party Integrations
Voice Mail

View full list of Call Recording

Community

@mentions
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Calendar Management
Chat/Messaging
Commenting/Notes
Communication Management
Contact Database
Content Management System (CMS) Software
Customizable Branding
Customizable Fields
Customizable Templates
Data Import/Export
Discussions / Forums
Document Management Software
Document Storage
Drag & Drop
Email Invitations & Reminders
Email Management Software
Engagement Tracking
Event Calendar
Event Management Software
Feedback Management
Filtering
Forum / Discussion Board
Gamification Software
Group Management
Ideation
Knowledge Base Management
Live Chat Software
Member Directory
Membership Management Software
Mobile Access
Moderation
Multi-Language
Online Forums
Personalization and Behavioral Targeting Software
Real Time Notifications
Reporting & Statistics
SSL Security
Single Sign On Software
Social Media Integration
Surveys & Feedback
Tagging
Third Party Integrations
User Management
Website Management

View full list of Community

Complaint Management

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Assignment Management
Audit Trail
Canned Responses
Case Management Software
Chat/Messaging
Collaboration Tools
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Email Management Software
Email Templates
Feedback Management
Forms Management
Interaction Tracking
Issue Management
Issue Tracking Software
Knowledge Base Management
Live Chat Software
Monitoring
Multi-Channel Communication
Multi-Channel Management
Prioritization
Quality Assurance
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Routing
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Social Media Monitoring Software
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Widgets
Workflow Management Software

View full list of Complaint Management

Contact Center

API
Activity Dashboard
Activity Tracking
Agent Interface
Alerts/Notifications
Auto-Dialer
Automated Routing
Automatic Call Distribution
CRM Software
Call Center Management
Call List Management
Call Monitoring
Call Recording Software
Call Reporting
Call Routing
Call Scripting
Call Tracking Software
Call Transfer
Callback Scheduling
Caller ID
Campaign Management Software
Chat/Messaging
Chatbot Software
Collaboration Tools
Computer Telephony Integration
Contact Database
Contact Management Software
Customer History
Customizable Reports
Data Import/Export
Email Management Software
IVR / Voice Recognition
Interaction Tracking
Live Chat Software
Monitoring
Multi-Channel Communication
Performance Management
Predictive Dialer Software
Quality Management Software
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Third Party Integrations
Voice Mail
Workforce Management Software

View full list of Contact Center

Customer Communications Management

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Auto-Responders
Batch Communications
Billing & Invoicing
CRM Software
Call Recording Software
Chat/Messaging
Collaboration Tools
Communication Management
Contact Database
Contact Management Software
Content Management System (CMS) Software
Customer Database
Customer History
Customizable Branding
Customizable Templates
Email Distribution
Email Management Software
Feedback Management
Historical Reporting
IVR / Voice Recognition
Inbox Management
Interaction Tracking
Interactive Content
Live Chat Software
Multi-Channel Communication
Multi-Channel Management
Multi-Language
On-Demand Communications
Personalization and Behavioral Targeting Software
Print Management Software
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
SMS Messaging
SSL Security
Social Media Integration
Surveys & Feedback
Tagging
Template Management
Third Party Integrations
Video Support
Widgets
Workflow Management Software

View full list of Customer Communications Management

Customer Engagement

AB Testing
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Behavior Tracking
CRM Software
Campaign Analytics
Campaign Management Software
Chat/Messaging
Churn Management
Communication Management
Community Management
Content Creation
Content Management System (CMS) Software
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Drag & Drop
Email Management Software
Engagement Tracking
Event Triggered Actions
Feedback Management
Gamification Software
Live Chat Software
Monitoring
Multi-Channel Communication
Multi-Channel Marketing
Multi-Language
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Video Support
Visual Analytics
Widgets
Workflow Management Software

View full list of Customer Engagement

Customer Experience

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM Software
Campaign Management Software
Chat/Messaging
Communication Management
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard Software
Data Visualization Software
Drag & Drop
Email Management Software
Engagement Tracking
Feedback Management
Knowledge Management Software
Live Chat Software
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Negative Feedback Management
Predictive Analytics Software
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Search/Filter
Sentiment Analysis
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis Software
Third Party Integrations
Trend Analysis
Visual Analytics
Widgets
Workflow Management Software

View full list of Customer Experience

Customer Satisfaction

360 Degree Feedback Software
AI/Machine Learning
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
CES Survey Structure
CRM Software
CSAT Survey Structure
Call Reporting
Chat/Messaging
Commenting/Notes
Complaint Monitoring
Customer Database
Customer Experience Management
Customer Journey Mapping
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Questions
Customizable Reports
Customizable Templates
Data Import/Export
Data Visualization Software
Drag & Drop
Email Management Software
Engagement Tracking
Feedback Management
Monitoring
Multi-Channel Communication
Multi-Language
NPS Survey Structure
Performance Metrics
Process/Workflow Automation
Ratings / Reviews
Real Time Analytics
Real Time Data
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
SMS Messaging
Search/Filter
Sentiment Analysis
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Tagging
Template Management
Third Party Integrations
Trend Analysis
Visual Analytics
Widgets
Workflow Management Software

View full list of Customer Satisfaction

Customer Service

API
Activity Tracking
Alerts / Escalation
Appointment Management
Auto-Responders
Calendar Management
Call Center Management
Call Routing
Communication Management
Contact Database
Contact Management Software
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Forms
Customizable Templates
Data Import/Export
Drag & Drop
Email Management Software
Employee Management
Engagement Tracking
Event Triggered Actions
Inbox Management
Knowledge Base Management
Live Chat Software
Multi-Channel Communication
Multiple User Accounts
Performance Management
Performance Metrics
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Rules-Based Workflow
SMS Messaging
Self Service Portal
Single Sign On Software
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Template Management
Third Party Integrations
Virtual Assistant
Voice Mail
Workflow Management Software

View full list of Customer Service

Customer Success

API
Account Alerts
Account Management Software
Activity Dashboard
Activity Tracking
CRM Software
Chat/Messaging
Churn Management
Collaboration Tools
Communication Management
Configurable Workflow
Contact Management Software
Customer Database
Customer Engagement Software
Customer Experience Management
Customer History
Customer Management
Customer Segmentation
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Drag & Drop
Email Management Software
Engagement Tracking
Event Triggered Actions
Feedback Management
Health Score
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
NPS of Customers
Onboarding Software
Performance Metrics
Real Time Data
Real Time Notifications
Renewal Management
Reporting & Statistics
Reporting/Analytics
Revenue Management Software
Social Media Integration
Survey/Poll Management
Surveys & Feedback
Task Management Software
Third Party Integrations
Usage Tracking/Analytics
Widgets
Win / Loss Analysis
Workflow Management Software

View full list of Customer Success

Help Desk

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Automated Routing
CRM Software
Call Center Management
Chat/Messaging
Client Portal
Customer Database
Customer History
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Document Storage
Email Management Software
Email Templates
Feedback Management
Help Desk Management
IT Asset Management Software
Interaction Tracking
Knowledge Base Management
Live Chat Software
Macros/Templated Responses
Monitoring
Multi-Channel Communication
Network Monitoring Software
Performance Metrics
Prioritization
Real Time Notifications
Real-Time Chat
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Third Party Integrations
Ticket Management
Workflow Configuration
Workflow Management Software

View full list of Help Desk

IT Service

API
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Asset Lifecycle Management
Audit Management
CRM Software
Change Management Software
Client Portal
Compliance Management
Configurable Workflow
Configuration Management
Contract/License Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard Creation
Drag & Drop
Email Management Software
IT Asset Management Software
IT Asset Tracking
Incident Management Software
Inventory Management Software
Knowledge Base Management
Knowledge Management Software
Monitoring
Prioritization
Problem Management
Project Management Software
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Release Management
Reporting & Statistics
SSL Security
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management Software
Third Party Integrations
Ticket Management
Workflow Management Software

View full list of IT Service

ITSM

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking Software
Audit Management
Availability Management
CRM Software
Capacity Management
Change Management Software
Chat/Messaging
Client Portal
Configurable Workflow
Configuration Management
Contract/License Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard Creation
Drag & Drop
Email Management Software
Help Desk Management
IT Asset Tracking
Incident Management Software
Inventory Management Software
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritization
Problem Management
Project Management Software
Release Management
Reporting & Statistics
Role-Based Permissions
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management Software
Third Party Integrations
Workflow Management Software

View full list of ITSM

IVR

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Auto-Dialer
Automatic Call Distribution
CRM Software
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording Software
Call Reporting
Call Routing
Call Scripting
Call Tracking Software
Call Transfer
Callback Scheduling
Caller ID
Campaign Management Software
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management Software
Customer History
Customizable Reports
IVR / Voice Recognition
Interaction Tracking
Live Chat Software
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple Scripts
Phone Key Input
Predictive Dialer Software
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
SMS Messaging
Survey/Poll Management
Surveys & Feedback
Text to Speech
Third Party Integrations
Voice Customization
Voice Mail

View full list of IVR

Issue Tracking

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Assignment Management
Chat/Messaging
Collaboration Tools
Commenting/Notes
Configurable Workflow
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard Software
Drag & Drop
Email Management Software
Help Desk Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking Software
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritization
Project Management Software
Projections
Real Time Notifications
Real Time Reporting
Real-time Updates
Recurring Issues
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management Software
Task Progress Tracking
Third Party Integrations
Ticket Management
Widgets
Workflow Management Software

View full list of Issue Tracking

Knowledge Base

API
Alerts/Notifications
Cataloging/Categorization
Chatbot Software
Collaboration Tools
Commenting/Notes
Content Library
Customizable Branding
Customizable Templates
Dashboard Software
Document Storage
Drag & Drop Editor
Email Alerts
Feedback Management
Full Text Search
Knowledge Management Software
Live Chat Software
Mobile Alerts
Mobile Interface
Multi-Language
Online Forums
Pre-built Templates
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Rich Text Editor
SEO Management
Self Service Portal
Social Media Integration
Templates
Text Editing
Third Party Integrations
User Management
WYSIWYG Editor
Web Notifications
Website Integration
Widgets
Wiki

View full list of Knowledge Base

Knowledge Management

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM Software
Calendar Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Collaboration Tools
Commenting/Notes
Communication Management
Configurable Workflow
Content Library
Content Management System (CMS) Software
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Decision Support Software
Discussions / Forums
Document Management Software
Document Storage
Drag & Drop
Email Management Software
File Management
Full Text Search
Gamification Software
Knowledge Base Management
Live Chat Software
Multi-Language
Online Forums
Projections
Real Time Notifications
Reporting & Statistics
SSL Security
Self Service Portal
Self-Learning
Single Sign On Software
Social Media Integration
Surveys & Feedback
Tagging
Text Editing
Third Party Integrations
Widgets
Workflow Management Software

View full list of Knowledge Management

Live Chat

@mentions
API
Activity Dashboard
Activity Tracking
Auto-Responders
CRM Software
Calendar Management
Canned Responses
Chat/Messaging
Collaboration Tools
Contact Management Software
Content Management System (CMS) Software
Customer History
Customizable Branding
Document Storage
Drag & Drop
Email Management Software
File Management
File Sharing Software
File Transfer
Geotargeting
Interaction Tracking
Live Chat Software
Meeting Management
Mobile Access
Monitoring
Multi-Channel Communication
Offline Form
Proactive Chat
Progress Tracking
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Screen Sharing Software
Search/Filter
Single Sign On Software
Support Ticket Management
Surveys & Feedback
Tagging
Task Progress Tracking
Task Scheduling
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Conferencing Software
Website Visitor Tracking
Workflow Management Software

View full list of Live Chat

Online CRM

API
Activity Dashboard
Activity Tracking
CRM Software
Calendar Management
Calendar Sync
Campaign Management Software
Cataloging/Categorization
Collaboration Tools
Contact Database
Contact Management Software
Customer Database
Customer Service Analytics
Customer Support Software
Customer Surveys
Customizable Fields
Customizable Templates
Data Import/Export
Document Storage
Drag & Drop
Email Management Software
Email Marketing Software
Email Response Control
Email Templates
Email Tracking Software
FAQ
Forecasting
Interaction Tracking
Knowledge Management Software
Lead Capture Software
Lead Management Software
Live Chat Software
Opportunity Management
Performance Metrics
Pipeline Management
Reminders
Reporting & Statistics
Request Escalation
Routing
Sales Forecasting Software
Sales Reports
Sales Trend Analysis
Search/Filter
Self Service Portal
Social Media Integration
Task Management Software
Third Party Integrations
Web-based Deployment
Workflow Management Software
XML / RSS

View full list of Online CRM

Real Estate CRM

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Appointment Management
Appointment Scheduling Software
CRM Software
Calendar Management
Campaign Management Software
Client Management
Client/Property Matching
Commission Management
Contact Database
Contact Management Software
Customer Database
Customizable Fields
Customizable Templates
Data Import/Export
Data Synchronization
Document Management Software
Document Storage
Drag & Drop
Email Management Software
Email Marketing Software
Email Templates
Email Tracking Software
Interaction Tracking
Lead Capture Software
Lead Distribution
Lead Generation Software
Lead Management Software
Lead Nurturing Software
Lead Qualification
Pipeline Management
Pipeline Reports
Real Time Notifications
Referral Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Sales Reports
Segmentation
Social Media Integration
Task Management Software
Task Scheduling
Template Management
Third Party Integrations
Workflow Management Software

View full list of Real Estate CRM

Sales Tracking

Access Controls/Permissions
Activity Dashboard
Activity/News Feed
Alerts/Notifications
Appointment Scheduling Software
Assignment Management
Calendar Management
Call Logging
Collaboration Tools
Commenting/Notes
Commission Management
Customizable Branding
Customizable Reports
Data Import/Export
Document Management Software
Electronic Signature
Email Management Software
Email Templates
Event Triggered Actions
File Sharing Software
Goal Setting / Tracking
Interaction Tracking
Kanban Board
Lead Management Software
Lead Scoring
Leaderboards
Live Chat Software
Mobile Access
Mobile App
Process/Workflow Automation
Product Catalog
Prospecting Tools
Reminders
Reporting/Analytics
Revenue Management Software
Sales Pipeline Management
Search/Filter
Task Management Software
Territory Management
Third Party Integrations
Transfers/Routing

View full list of Sales Tracking

Service Desk

API
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Asset Lifecycle Management
CMDB Software
Change Management Software
Chat/Messaging
Client Portal
Configurable Workflow
Configuration Management
Contract/License Management
Customer Database
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Drag & Drop
Email Management Software
Email Templates
IT Asset Management Software
Incident Management Software
Inventory Management Software
Knowledge Base Management
Mobile Access
Multi-Channel Communication
Prioritization
Problem Management
Procurement Management
Project Management Software
Real Time Notifications
Real Time Reporting
Remote Access/Control
Reporting & Statistics
SSL Security
Scheduled / Automated Reports
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management Software
Third Party Integrations
Widgets
Workflow Management Software

View full list of Service Desk

Social CRM Tools

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Audience Targeting
Brand Tracking
CRM Software
Calendar Management
Calendar/Reminder System
Collaboration Tools
Communication Management
Configurable Workflow
Contact Database
Contact Management Software
Content Management System (CMS) Software
Customer Database
Customer Engagement Software
Customer Social Profiles
Customer Support Software
Customizable Fields
Customizable Reports
Customizable Templates
Data Import/Export
Data Visualization Software
Drag & Drop
Email Marketing Software
Email Templates
Email Tracking Software
Engagement Tracking
Lead Capture Software
Lead Nurturing Software
Live Chat Software
Marketing Automation Software
Mobile Access
Monitoring
Multi-Channel Social Integration
Reminders
Reporting & Statistics
Reporting/Analytics
Sales Pipeline Management
Search/Filter
Sentiment Analysis
Social Media Integration
Social Media Monitoring Software
Social Promotion
Tagging
Task Management Software
Third Party Integrations
Visual Analytics
Workflow Management Software

View full list of Social CRM Tools

Telephony

API
Activity Dashboard
Activity Tracking
Auto-Dialer
Automatic Call Distribution
CRM Software
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording Software
Call Reporting
Call Routing
Call Scripting
Call Tracking Software
Call Transfer
Callback Scheduling
Caller ID
Chat/Messaging
Computer Telephony Integration
Conferencing
Contact Database
Contact Management Software
Customizable Reports
Help Desk Management
Hotkeys
IVR / Voice Recognition
Interaction Tracking
Knowledge Base Management
Live Chat Software
Monitoring
Multi-Channel Communication
Multiple Parties
Open Database Design
Predictive Dialer Software
Purchasing & Receiving
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
SMS Messaging
Telemarketing Management
Text to Speech
Third Party Integrations
Video Conferencing Software
VoIP Connection
VoIP Software
Voice Mail

View full list of Telephony

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More Zendesk alternatives

Zendesk Reviews

Read all 2,681 reviews

Average score

Overall

4.4

Ease of Use

4.3

Customer Service Software

4.2

Features

4.3

Value for Money

4.1

Reviews by score

1,401

945

249

Reviews by company size (employees)

<50
51-200
201-1,000
>1,001

Read all 2,681 reviews

Oscar A.

Manager

Information Technology & Services, 11-50 Employees

Used the Software for: 2+ years

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

10/10

Alternatives Considered:

Zoho Desk

Reviewer Source
Reviewed on 27/09/2021

"Zendesk = Great help desk"

Comments: We have done quite well. We have already more than 2000 Tickets attended with the tool in our 2 subscriptions.
It has allowed us to keep a good control of our service and has allowed us to improve response times and quality of service, since the reports help to keep each Ticket impartially between us and the clients.

Pros: It is easy to use. When new engineers arrive, it is very fast to register them in the portal so that they can begin to attend support tickets.
For customers it is a tool that allows you to keep track of the hours that are billed according to the Tickets and even with the reports you can keep track of who reports and who fails to report.

Cons: The licensing scheme could improve.
In particular, we have two subscriptions to Zendesk, one for use by external clients and one for our internal users. For our internal users we do not require so many functionalities, only the basics, but among what we require is the chat service, only for this we have to jump to a subscription scheme that increases internal costs. Having this feature from the lowest script would be a good thing for us.

Reviewer Source
Reviewed on 27/09/2021

Ted F.

Production Support Coordinator & IT Specialist

Mining & Metals, 51-200 Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

0/10

Alternatives Considered:

Freshservice

Reviewer Source
Reviewed on 31/01/2020

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

Comments: Horrible. 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.

Pros: The software functions nicely. It is very well put together. They make it easy to run a help desk.

Cons: The 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.

Reviewer Source
Reviewed on 31/01/2020

Verified Reviewer

CEO

Financial Services Software, 11-50 Employees

Used the Software for: 2+ years

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

0/10

Alternatives Considered:

Freshdesk

Reviewer Source
Reviewed on 05/05/2020

"Stay Away"

Comments: Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.

Pros: At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.

Cons: Their chat software will consume the life out of your website performance.

Reviewer Source
Reviewed on 05/05/2020

Sarah Y.

Program Operations Manager

Computer Software, 11-50 Employees

Used the Software for: 6-12 months

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

10/10

Alternatives Considered:

HubSpot CRM

Front

Reviewer Source
Reviewed on 30/06/2021

"Zendesk Makes Support Easy"

Comments: Overall, working with Zendesk has been a breeze. It's user-friendly, simple and quick. The Zendesk team is always available to answer questions or help you pull reports. I never want to use another ticketing system.

Pros: Zendesk is super easy to use. Our Support team loves how simple it is to find and response to customer requests and issues. Zendesk also makes metrics tracking extremely easy with pre-fab dashboards that are quickly customizable.

Cons: There are a few integrations that could use some work, like the Zendesk //Hubspot integrations. One of them is great, but the other does not provide much value.

Reviewer Source
Reviewed on 30/06/2021

Christiane D.

Customer Support Team Lead

Financial Services Software, 501-1,000 Employees

Used the Software for: 2+ years

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

10/10

Alternatives Considered:

LiveChat

HelpDesk

Reviewer Source
Reviewed on 28/02/2021

"A lot of features and fast and easy to use ticket system"

Comments: Zendesk is the most customizable ticket system in the market, a lot of features that can help to automate things. Plus you can also install apps that could be useful.

Pros: Zendesk has a lot of features, and customizable templates, it's not that easy to use as other CRM, so it may required traning, however this is because the highly customizable settings, and options the products offers. It's really easy to answer 100 tickets at the same time, using templates that will show the client's name and information, Overall a really good product, a bit expensive, but it offers a lot of features which makes the product a good product and good benefit.

Cons: It can be very complex/difficult at certain point due all the features that they offer.

Reviewer Source
Reviewed on 28/02/2021

Read all 2,681 reviews