About Zendesk
Zendesk pricing
Zendesk does not have a free version but does offer a free trial. Zendesk paid version starts at US$19.00/month.
Alternatives to Zendesk
Zendesk Reviews
Feature rating
- Industry: Information Technology & Services
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
Zendesk = Great help desk
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.
Alternatives Considered
Zoho DeskReasons for Switching to Zendesk
We had used other Zoho tools. But the best fit at the time was the price and being able to start with a very basic scheme of agents to test. So with a low initial investment we were able to implement the solution and start working, as soon as we saw its virtues we decided to stick with it.
- Industry: Mining & Metals
- Company size: 51-200 Employees
- Used Daily for 1+ year
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Review Source
Need help from Zendesk? Forget it. Don't even bother.
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.
Alternatives Considered
FreshserviceReasons for Choosing Zendesk
A couple years ago, Freshdesk was lacking in features. I recently discovered they updated their platform.Switched From
FreshdeskReasons for Switching to Zendesk
Features- Industry: Financial Services
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
Stay Away
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.
Alternatives Considered
Freshdesk
- Industry: Computer Software
- Company size: 11-50 Employees
- Used Daily for 6-12 months
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Review Source
Zendesk Makes Support Easy
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.
Reasons for Choosing Zendesk
Front was not as intuitive as Zendesk. Front it also an email management system and does not support the needs of a ticket-based support team.Switched From
Front
- Industry: Financial Services
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
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Review Source
A lot of features and fast and easy to use ticket system
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.
