Zendesk is a cloud-based customer service and support platform that provides businesses with tools to manage customer interactions across multiple channels. The company offers ticketing systems, live chat, knowledge base management, and analytics tools designed to help organizations streamline their customer support operations. Zendesk serves businesses of various sizes across different industries seeking to improve their customer service capabilities.
Reviewers generally find Zendesk to be a reliable and feature-rich platform for customer support, highlighting its effective ticket management and multi-channel support capabilities. Many appreciate the time-saving macros and templates, as well as the helpfulness of customer support during onboarding.
However, some users report mixed experiences, noting that the initial setup can be more complex than expected, and there are occasional glitches, particularly with the chat widget. While the core functionality is solid, several customers mention that the search function could be improved and that customization options are somewhat limited. Despite these criticisms, the overall sentiment leans positive, with many users recommending Zendesk for its value and transformative impact on customer service.
Summary generated with AI from recent reviews
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Customer Support Tools.
| Company | Overall | Legit | Trend | Reviews |
|---|---|---|---|---|
| — | 67 out of 100 | — | 0 | |
| 2.2 out of 5 (poor) | 100 out of 100 | +8% | 224 | |
| 4.2 out of 5 (good) | 100 out of 100 | −67% | 199 | |
| 4.8 out of 5 (good) | 100 out of 100 | −2% | 93 | |
| 5.0 out of 5 (good) | 67 out of 100 | — | 22 |
12 reviews of Zendesk. Filter by what matters to you.
Started with the basic plan and gradually upgraded as our team grew. Love how everything integrates seamlessly - chat, email, phone support all in one place. The mobile app is also really well designed for handling tickets on the go. Customer onboarding could be smoother but overall very satisfied.
This platform has everything we need for customer support. The macros and templates save so much time, and the satisfaction surveys help us track our performance. The only minor issue is that some integrations require the higher-tier plans.
Easy setup and the free trial gave us enough time to really test everything out. The ticket prioritization and assignment features are exactly what we needed.
Incredible improvement in response times and customer satisfaction since implementing Zendesk. The knowledge base feature is fantastic and has reduced our ticket volume significantly. Integration with Slack and other tools we use daily is seamless.
Quick answers to the questions people ask most.
Zendesk is a customer service platform that provides ticketing, live chat, knowledge base, and customer support solutions. We help businesses manage customer interactions across multiple channels including email, phone, social media, and web chat.
Zendesk offers multiple pricing tiers starting from $19 per agent per month for the Suite Team plan. Pricing varies based on features needed, number of agents, and plan level (Team, Growth, Professional, or Enterprise).
Yes, Zendesk offers a 14-day free trial for all plans with no credit card required. You can test all features and functionality during the trial period before committing to a paid subscription.
Zendesk provides 24/7 customer support for all paid plans through multiple channels. Support is available via email, phone, live chat, and our comprehensive help center with documentation and tutorials.
Yes, Zendesk integrates with over 1,000 apps and services including Salesforce, Slack, Shopify, Jira, and Google Workspace. Our marketplace offers both pre-built integrations and custom API connections.
Zendesk maintains enterprise-grade security with SOC 2 Type II compliance, GDPR compliance, and data encryption in transit and at rest. We also offer data residency options and regular security audits.
You can cancel your subscription at any time through your account settings or by contacting customer support. Cancellations take effect at the end of your current billing cycle, and you'll retain access until then.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Yes, Zendesk provides comprehensive onboarding resources including live training sessions, self-paced courses through Zendesk University, and dedicated customer success managers for Enterprise plans. Documentation and video tutorials are also available 24/7.
Zendesk Support is our core ticketing system, while Zendesk Suite includes Support plus additional tools like live chat, knowledge base, and community forums. Suite plans offer more comprehensive customer service functionality in one integrated platform.
Zendesk is a cloud-based customer service and support platform that provides businesses with tools to manage customer interactions across multiple channels. The company offers ticketing systems, live chat, knowledge base management, and analytics tools designed to help organizations streamline their customer support operations. Zendesk serves businesses of various sizes across different industries seeking to improve their customer service capabilities.
