About Zendesk

Category: ITSM
Zendesk offers applications that enable clients to manage incoming support requests from end customers from any computer connected to the Internet. Zendesk is designed to help support, sales, and customer success teams better engage with their customers. What this implies is that you can pay for fewer tools and keep all your customer data in one place.

Company: Zendesk

Zendesk is an American company headquartered in San Francisco, California. It provides software-as-a-service products related to customer support, sales, and other customer communications. The company was founded in Copenhagen, Denmark, in 2007. Zendesk raised about $86 million in venture capital investments before going public in 2014.

Zendesk was founded by Mikkel Svane, Alexander Aghassipour, and Morten Primdahl. In Svane’s loft, the founders began developing the Zendesk software. Zendesk was initially funded by the cofounders, who each worked as consultants to support their families. The Zendesk software-as-a-service product had about 1,000 trial customers within a few months of its release in the Fall of 2007. Interest in the software grew slowly at first, mostly through word-of-mouth among other startups. Due to an increased interest in responding to customer complaints on social media and after Twitter began using Zendesk, adoption accelerated in 2008.

In-Depth Analysis

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0 Ease Of Use
0 Features
0 Help And Support

Pros

  • The ability to create complex message templates with auto-filled information is a significant time-saver.
  • User-friendly and easy to manage tasks.
  • Zendesk offers a variety of Customer Support solutions, and integrates well with different platforms including WordPress & Jira.

Cons

  • Sometimes external users have access to internal comments
  • The dashboard is not very user-friendly
Plans & Pricing

Zendesk offers a 14-day free trial that lets you explore all of the software’s features. You can then upgrade to any of Zendesks’ plans starting from $19/mo, or $49/Mo per user billed annually depending on the package you wish to subscribe to. Now the pricing section may seem a bit confusing, but this article makes it easier to understand. Zendesk offers different packages; Zendesk Support Team, and Suite Team. Overall, Zendesk is a great deal, and a good value for money given the number of features it packs into its software, however, most people suggest that more features should be added, or the price lowered a bit.

Suite Team
$49
/mo /agent
Billed Annually
Suite Growth
$79
/mo /agent
Billed Annually
Suite Professional
$99
/mo /agent
Billed Annually
Suite Enterprise
$150
/mo /agent
Billed Annually
Enterprise
$215
/mo /agent
Billed Annually

Suite Team 

Team is priced at $49 per agent per month, billed annually. With this plan, you get access to: Email support, Phone support, Live chat support, Social media support, Forum support, Customer feedback, and Custom reports, with plenty of automation features, and a unified agent workspace plus robust APIs

Suite Growth 

Growth is available for $79 per agent per month, billed annually. This plan offers multiple help centers, unlike the one in the Team plan, a self-service customer portal, and even more automated responses via chatbot with multilingual support as a plus.

Suite Professional

Professional is available for $99 per agent per month, billed annually. It includes all the essential features needed for a full CRM at a reasonable price, including the addition of extensive data analytics tools that can help you run your business more effectively and efficiently.

Suite Enterprise

The Enterprise suite is available for $150 per agent per month. It offers every single feature from the Professional suite, plus more features and AI capabilities, 24/7 support, and more flexible customization.

Ease of Use

Zendesk as a help desk/service tool is complete, fully customizable, highly available, and easy to use, manage and configure. Providing customer service has never been simpler. The company provides fast and reliable technical support. Whether you have small or large sized company, it will perfectly suit your business.

Customer Support

Zendesk offers one of the widest range of support systems amongst other competitors, among the support gateways are the support ticketing system, guide/help center, live chat and messaging, voice/phone support, reporting and analysis, plus community forum to mention but a few (these are only available when you’re logged in to your account of course).
In addition to customer support, you’re able to access all of Zendesks’ free online courses (training), FAQs library, video tutorials, Zendesk blog, and community forum.
Additional Customer support:
Blog
Zendesks’ blog contains tons of useful articles that’ll come in handy when you need help.
Community forum
In any case, where you’re not able to find your desired answer in the blog, you can upload your question to the community forum, and you’re sure to get a response from experts.
Training
This is something I find particularly interesting, Zendesk offers a FREE training course on how to use their products, got issues setting up? Don’t hesitate to check out these courses.

Personal experience of customer support:
One of the first issues you’ll experience with Zendesk is if you’re using a trial account. As soon as your account is created, you’ll be immediately locked out of your trial account with a message asking you to contact Zendesk customer support.
Down to the support page, you’ll be asked to use the chat widget to get you on with a chatbot, which would request some level of information from you, and link you to a virtual agent, which is likely to respond in less than 15 minutes.
Response time is not that slow via live chat, however, I found their support rather disappointing for a software that offers ticketing support. For a company in this industry, it’s disappointing to have such poor interaction when it comes to using it.
Contacting support via messaging was possible through a link provided by a virtual assistant, for phone support or a zoom session, the VA confirmed that either of them can be scheduled.
Zendesk products are wonderful (as you should notice in the later parts of this article), their resources have a high capability to solve most of your problems likewise, but if you even need support from Zendesk, it might be a horrible experience for you.

24/7 Help & Support
24/7 Help & Support
There is 24/7 support available to all users.
Phone Support
Phone Support
YES, for paid accounts, and must be scheduled.
Live Online Chat
Live Online Chat
You'll get connected to a virtual agent in a short time.
Email
Email
There is an option for all users to email the support team.
Video Tutorials
Video Tutorials
Available Tutorials to help show you around.
FAQ
FAQ
A large FAQ library with helpful answers.
Blog
Blog
Zendesk blog, with tons of useful articles for support.
Features & Functionality
General Features

Help desk: a help desk software performs a wide range of essential functions such as answering questions whether through self-service or through a help desk agent, measuring customer satisfaction, and helping your agents be more productive with their workflows.

Ticketing system: Zendesk’s ticketing system or support ticket system offers: multilingual, multichannel, workflow, multi-brand, audit trail, and centralized hub.

Self-service portal: The Zendesk Guide, one of Zendesk’s help desk products, uses a smart knowledge base for empowering your agents and customers through a self-service solution featuring a knowledge base, help center, customer portal, and community forums.

Analytics: One of the top features of Zendesk help desk software is its easy-to-use interface that allows you to access reports and analytics to learn more about your customer support and help desk system.

Integrations: A CRM serves as the center of many businesses so, naturally, it should be plugged into the rest of your tech stack. A few notable integrations include: Salesforce, teamviewer, and MailChimp.

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

Overall I’m extremely satisfied with Zendesk. It has a lot of great features that help us provide a great customer support service which is important for a successful business.
The UI is intuitive, the software is futuristic, and packs plenty of perks and features. Customer support would score a 3 out of 5, and you’ll get a good value for your money, as this is one of the best ITSM software available in the market.

Walter Washington
Author: Walter Washington
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