Zendesk Review 2025
Zendesk ITSM Plans & Pricing
Zendesk Comparison
Expert Review
Pros
Cons
Zendesk ITSM's Offerings
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.
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.
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.
Incident Management
Efficiently handle and resolve IT incidents.
Problem Management
Identify and solve recurring issues with advanced solutions.
Change Management
Effectively manage IT infrastructure changes.
Request Management
Simplify service request processes for IT teams.
Reporting
Generate detailed reports for insights and decision-making.
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.
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.
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