Zendesk Support Overview

Zendesk Support is the #2 ranked solution in our list of top CRM Customer Engagement Centers. It is most often compared to Sendbird Desk: Zendesk Support vs Sendbird Desk

What is Zendesk Support?

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk Support Buyer's Guide

Download the Zendesk Support Buyer's Guide including reviews and more. Updated: July 2021

Zendesk Support Customers
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Zendesk Support Video

Pricing Advice

What users are saying about Zendesk Support pricing:
  • "The price is very competitive."

Filter Reviews

Filter by:
Filter Reviews
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
Showingreviews based on the current filters. Reset all filters
BX
Customer Success Manager at a computer software company with 51-200 employees
Real User
Top 20Leaderboard
Seamless and easy to set up with a good Slack integration

What is our primary use case?

We primarily use the solution for customer-facing tickets. The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration… more »

Pros and Cons

  • "The initial setup is simple and straightforward."
  • "Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

What other advice do I have?

We are customers and end-users of the solution. We are using the current version of the solution. I would rate the solution at an eight out of ten. It works really well. It's very seamless, and is very good software. Just from the customer success side, based on what I do, I would just like a more centralized account organization kind of feature.
Jose Barbosa
Managing Director at GTI Digital | Finanblue
Real User
Top 5Leaderboard
Complete features, highly customizable, critical for business and support is good

What is our primary use case?

We run our support and customer services flow through Zendesk. The primary use for the solution is customer experience and assistance.

Pros and Cons

  • "The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
  • "The solution could integrate better with QR codes from some websites such as Facebook."

What other advice do I have?

My advice for others thinking about purchasing the solution is to understand the purpose. Zendesk is not a solution for sales. I know that they tried to have a solution for sales but it is a customer services solution. They designed the solution for customer services and adapted it for sales. When we used this solution it turned out to be very poor. Zendesk is a very good world-class solution for customer services, not for sales. For sales, there are better solutions such as Salesforce. We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so…
Find out what your peers are saying about Zendesk Support vs. Zoho Desk and other solutions. Updated: July 2021.
523,535 professionals have used our research since 2012.
AR
Senior Application Support Engineer at a tech services company with 51-200 employees
Real User
Top 10Leaderboard
Fast, stable, and easy to use

What is our primary use case?

I'm in support and I'm using it basically for incident management and things like that.

Pros and Cons

  • "It's very convenient to use."
  • "They have something called Zendesk Explore, which isn't as good as what they had in place previously."

What other advice do I have?

We are just customers and end-users. We aren't partners with Zendesk and we don't have a business relationship with them. I'd rate the solution at an eight out of ten. Largely, we have been happy with its capabilities. I'd recommend the solution, especially if a company is considering a choice between this and TOPdesk. TOPdesk is somewhat inferior and Zendesk is a better choice.