Zendesk - 2017 Experts Review

Let our Help Desk Software Experts help you find the right Software for your Business!

Zendesk

145 reviews

Starting from $29 Per month/user

Zendesk is an SaaS Suite developed to be a platform for customer service support, help desk ticketing and issue tracking. Zendesk takes customer communication from anywhere. Your website, email, phone, Twitter,

PriceDemo

Overview of Zendesk Updated: Sep 14, 2017

Zendesk Overview
Zendesk is an SaaS Suite developed to be a platform for customer service support, help desk ticketing and issue tracking. It is the creation of a company of the same name founded in 2007.

The company Zendesk inc. was founded by Morten Primdahl, Alexander Aghassipour and Mikkel Svane. By 2008 it had received $500,000 in funding. In 2009 a second series of funding came in the amount of $6 million allowing the company to move to San Francisco and establishing its headquarters.

Today Zendesk has over 30,000 companies relying on its service to interact with customers

Zendesk Average Rating -
The average rating of Zendesk is 5 stars. The rating is based on 145 aggregated online reviews.

Zendesk Typical Customers
Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process. The software can be used in retail services, media services, government agencies, software companies, finance and even education.

Non-profit organizations and public administration offices should also find the tool to be very useful. Among popular users of Zendesk you will find companies like Sony Music, Disney, Vodafone, Groupon, Rovio and Xerox.

Zendesk Features
The reason why you may want to use Zendesk is because you may be looking for a faster and better way to interact with your customers. You may also want your company to be able to interact with your customers using any communication channel, be it through social media, chat or email.

With the reporting and analytic tools included, you should also find it easy to improve team productivity and morale. Zendesk does not requires your team to go through a heavy training, it can be adopted easily. It is the tool that might help you improve your company\\\'s image.

Zendesk 5 Pros
  • Interaction with customers through various channels (email, phone, social media)
  • Native apps available for all types of smartphones, including Android and iOS devices
  • The interface of the online software can easily be branded
  • Many third party apps are already integrated (Google Apps, Open API, Salesforce)
  • Zendesk offers automated workflow.

Zendesk 2 Cons
  • Zendesk fails to suggest answers from the knowledge-base to customers submitting tickets that may already have been answered
  • Online software interface is based on flash which doesn't work well with mobile

Zendesk Alternatives
The two main competitors for Zendesk are Freshdesk and Zoho Support.

ZohoSupport provides a cloud based customer support solution that can handle multiple channels that include email, phone, chat and even social media. The product is workflow based and manages tickets as well as service escalations with dashboards to monitor support metrics against KPIs. Additionally the product is easily customizable and offers integration to Zoho CRM for customer management. ZohoSupport also provides a free trial and includes a limited features free edition for customers as well.

In comparison the Zendesk customer support solution also includes a knowledge base for agents to refer to for common problems, as well as community forums for customers and agents to interact to improve customer support. It also provides data analytics with access to industry benchmarks to track support performance. Additionally it has a free product trial with the product scalable to any size of customer support requirement.

Freshdesk on the other hand includes support for service level agreements (SLAs) which define levels of support to be provided to customers. Additionally there is the suggested solutions feature which recommends actions for given customer requests, and a canned responses feature that allows standard responses for known service requests to be sent out to save the time of agents. Freshdesk also provides a gamification feature to encourage agents to compete for best service provider recognition which also aims to improve response time as well.

While Zendesk does not currently support these features, it does provide an extensive library of apps which can be used to enhance its customer support solution.

Zendesk Pricing Information
The starter plan is $1 per agent a month. The Enterprise Plan is $125 per agent/month.

25 MUST Ask Questions Before Selecting Help Desk Software

The prime purpose behind investing in the software solution is to boost efficiency and growth. Ask the software vendor (Zendesk) how their business app would improve efficiency of your enterprise.
Software vendors have tremendous exposure to different companies. They offer the same type of software to different industries, so they are better aware of who is doing what with their technological product. This also helps them understand and foresee what’s really working. Allow them to share their observations so that you get an ideas about their experience, expertise, and intelligence. This will also be an opportunity to identify the service providers who come up with the most insightful suggestions.
Perhaps your business is growing and will expand in the future. So you would be interested to know if the software is scalable and can grow with you. It’s no use investing in a solution that can be scaled.
Each business has different needs. Yours is no different. When it comes to selecting a software solution, you are looking for a tool that can be easily customized and configured to cater to your specific business needs. So you want to understand if the software you want to buy is easy to customize.
Such a community forum is the best way to engage users. Getting access to software forums can help new or proposed users connect with product experts through peer-to-peer discussions.
The software vendor should answer how their business software will improve your bottom line and ROI.Most service providers make tall claims, so you want to make sure you get your hands on the best solution.
Before choosing a business app, you want to understand that the implementation would be smooth. So you should be interested to find out about the person responsible for handling the implementation process. Do not hesitate to ask about their qualifications..
A good software vendor should be able to show you a positive track record with their implementation strategy.Try to find out if their method is structured. Your purpose should be to look for one that is structured and flexible to adapt to unexpected situations
The software vendor should give you a structured data conversion methodology that will enable smooth migration of your information to the new system.
A growing business is always in need for expansion and integration with thrid-party apps is a part of the growth model. When it comes to choosing software, make sure the business app provides an application programming interface for easy integration.
Ask the software product vendor if the tool will allow you to export data to an external file or import data from external sources.
Ask the software vendor (Zendesk) if the software package includes consulting hours. Do not hesitate to ask if there are any hidden charges involved.
You do not want to be caught unawares when a software vendor sends a technician to resolve an issue that may crop up due to varied reasons. You want to make sure the charges are reasonable. Better still, you should be aware of what needs to be paid to the technician sent by the vendor to fix a problem.
You do not want to fall in love with the front end unless you are 100% sure that the software is compatible with your existing system. Ask the software vendor is you need any specific hardware to install the software. Will the business application run on your existing workstations. How much space will the software take on the disk drive? Is there a need for RAM upgrade to successfully run the software for optimum performance?
You should enquire about the cost of having more than one terminal in your store. While some software vendors charge on the basis of the number of store locations, others charge per terminal.
When you are looking for a software solution, make sure you know if the vendor charges any fee to get you started. You should also be interested to know if there are any software maintenance charges for you to pay.
Your business is accountable to customers, regulators, employees, and partners. So you should look for one software vendor who has adopted a comprehensive, technically sound security and compliance program. Does the vendor map your needs for security controls?
Data loss can prove extremely risky for any business. So you should always ask the vendor about their backup policy. How often is data backed up and what is the cost for the same?
What is the software vendor's policy on disaster recovery? Are any charges involved for disaster recovery support if a catastrophic hardware failure affects your system?
How easy is the software to work on? Is it user friendly for your end users? Does it involve any complexities that are difficult to understand for the team? Even a feature-rich solution is of no use if end users find it difficult to use.
The software provider should clearly mention whether the solution is complex or simple to use. If it is not an easy-to-use software solution, then do they provide training? What is the level of training your team requires to make the most of the solution?
You will be interested to know about the software updates. When is it updated? Does the service provider notify customers when the upgrades are scheduled? Does the software work when the upgrades are under way? How long does the process take?
You should be interested to enquire about how an issue is handled at the side of the software vendor. Do not hesitate to question about who will respond to your emergency calls. What is their experience in software industry?
If the software vendor is widely popular, chances are that they have a good product. So always check their client base to measure their product's competence in the market.
Testing is crucial to ensuring that the software runs as promised. So you should try to find out if the vendor offers any free trial runs or try before you buy the product. By testing the concept first, it gets easier to understand the software product's functionality and allay fears before signing a contract.

Zendesk Pricing


Zendesk Categories


Specifications

Company:
Address: Zendesk Inc, 989 Market St, San Francisco, CA
Customers: Start up, Small business, Medium business, Large business
Business Area: Cross Business Areas, Customer service
Platforms: Desktop, Mobile, Cloud
Operating Systems: Mac OS, Windows, Linux

Video


Zendesk Features

Zendesk - 10 Alternatives

The two main competitors for Zendesk are Freshdesk and Zoho Support.

ZohoSupport provides a cloud based customer support solution that can handle multiple channels that include email, phone, chat and even social media. The product is workflow based and manages tickets as well as service escalations with dashboards to monitor support metrics against KPIs. Additionally the product is easily customizable and offers integration to Zoho CRM for customer management. ZohoSupport also provides a free trial and includes a limited features free edition for customers as well.

In comparison the Zendesk customer support solution also includes a knowledge base for agents to refer to for common problems, as well as community forums for customers and agents to interact to improve customer support. It also provides data analytics with access to industry benchmarks to track support performance. Additionally it has a free product trial with the product scalable to any size of customer support requirement.

Freshdesk on the other hand includes support for service level agreements (SLAs) which define levels of support to be provided to customers. Additionally there is the suggested solutions feature which recommends actions for given customer requests, and a canned responses feature that allows standard responses for known service requests to be sent out to save the time of agents. Freshdesk also provides a gamification feature to encourage agents to compete for best service provider recognition which also aims to improve response time as well.

While Zendesk does not currently support these features, it does provide an extensive library of apps which can be used to enhance its customer support solution.

1
Last updated: Oct 01, 2017
Samange has two main competitors and these are Axios Assyst and BMC Remedy. Axios Assyst is a complete IT Service Management (ITSM) solution that

1. Samanage Help Desk vs. Zendesk
PriceDemo
3 reviews

2
Last updated: Oct 01, 2017
Zendesk and Zoho Support are two of the main competitors for Freshdesk. ZohoSupport is part of the Zoho application suite and addresses customer s

2. Freshdesk vs. Zendesk
PriceDemo
88 reviews

3
Last updated: Sep 13, 2017
The main competitors for Spiceworks are Solarwinds and ManageEngine. Solarwinds is a platform that provides a variety of tools for both IT manageme

3. Spiceworks vs. Zendesk
PriceDemo
2 reviews

4
Last updated: Sep 13, 2017
The main competitors for Desk.com are Zendesk and Freshdesk. Zendesk’s help desk solution includes features for ticket management as well customer

4. Desk.com vs. Zendesk
PriceDemo
47 reviews

5
Last updated: Sep 13, 2017
The main competitors for Mhelpdesk are Wintac and Desco. Wintac is a complete solution for field service management and includes work order managem

5. Mhelpdesk vs. Zendesk
PriceDemo
13 reviews

6
Last updated: Sep 12, 2017
The main competitors for TeamSupport are Desk.com and FreshDesk. Desk.com is a help desk solution from Salesforce which can handle the complete ti

6. TeamSupport vs. Zendesk
PriceDemo
109 reviews

7
Last updated: Sep 16, 2017
The main competitors for HappyFox are Zoho Support and Freshdesk. Zoho Support provides a cloud based help desk system for customer support. Its fe

7. HappyFox vs. Zendesk
PriceDemo
0 reviews

8
Last updated: Sep 15, 2017
The main competitors for Zendesk Starter are Freshdesk Sprout and Zoho Support Free. Freshdesk Sprout provides an entry level help desk solution fo

8. Zendesk Starter vs. Zendesk
PriceDemo
0 reviews

9
Last updated: Sep 12, 2017
The main competitors for SysAid are Epicor ITSM and ChangeGear Service Desk. Epicor ITSM supports the ITIL standard for IT service management. Its

9. SysAid vs. Zendesk
PriceDemo
1 reviews

10
Last updated: Sep 16, 2017
Samange has two main competitors and these are Axios Assyst and BMC Remedy. Axios Assyst is a complete IT Service Management (ITSM) solution that

10. Samanage Service Desk vs. Zendesk
PriceDemo
2 reviews

Zendesk User Reviews

  • Overall impression - Zendesk
    Your experience with Zendesk
    Your organization experience with Zendesk
    Zendesk Strengths
    Zendesk Weaknesses
    Alternatives to Zendesk

    Pricing


Zendesk News (2016)



27 Feb

Zendesk opens Asia head office in Singapore

SINGAPORE — As e-commerce continues to grow in the Asia-Pacific region, so too are the efforts of online merchants. In a bid to gain an edge over the competition, online vendors are providing new ways to connect with their customers in real time thro.read more




11 Feb

Zendesk Announces 2014 Fourth Quarter Results

SAN FRANCISCO--(BUSINESS WIRE)--Zendesk, Inc. (NYSE: ZEN) today reported financial results for its fourth fiscal quarter and full fiscal year ended December 31, 2014. “2014 was a defining year for Zendesk. We became a public company and advanced our .read more



26 Dec

The secrets of Zendesk’s startup success

Just over half a year ago, one European tech startup officially joined the exclusive “unicorn club” of companies valued at more than one billion dollars: Zendesk, the leading provider of Cloud-based customer service software. I was the company’s f.read more


20 Dec

Zendesk And The Art Of Trademark Maintenance

Tech companies have adopted the epithet “zen” as if software is a kind of spa service. The master of this trend is the venerable Zendesk who has sold helpdesk outsourcing under the watchful gaze of a jolly buddha with a headset for all of seven years.read more



17 Nov

Introducing a brandable Agent Portal

Since we've launched the new Zendesk agent portal over two years ago, we've had people ask if it is possible to change the colors of the interface -- some people use more than one Zendesk account, and want to be able to quickly tell the difference,.read more


14 Nov

Announcing Zendesk Voice number expansion

We are excited to announce that Zendesk Voice, built upon the Twilio platform, is now available in 20 new countries, for a total of 39 countries. Leveraging Twilio’s global network of data centers, calls are delivered quickly and clearly. This expans.read more








17 Sep

Zendesk Gets Serious About The Enterprise

Up until now, Zendesk’s customers have tended to come from the small to medium business space, but the company hopes to get a piece of the larger, more lucrative enterprise market by creating a program aimed specifically at larger companies, opportun.read more



A buyer's Guide to Help Desk Solutions

Help Desk Software Buyer’s Guide
 
A nice lady on her headset or a group of employees facing their computer screens; very common to see photos on most websites these days, right? Well, whether they are members of a call center agency or of this what we call “Help Desk” team, what is more likely true is that there is a powerful system that helps them execute their jobs better. And that’s the Help Desk software solution.
 
Help Desk Management or simply Help Desk software solution is a platform that stores customer information in a knowledge database, tracks interactions between customer service representatives and customers, and automates the resolutions of problems and issues raised by those customers. Help Desk has been there since the late 1980’s. Although the conventional customer support strategy of using telephone and spreadsheets containing lists of frequently asked questions (FAQ) are still in use today, Help Desk software solution is undeniably already too far from that setup. Desk side team, network team, server team, and now the help desk; innovations on customer support are coming in from different angles and landscapes.
 
In this Buyer’s Guide, we at ITQlick.com aim to provide you more details about Help Desk software solutions. We are also keen to explain why investing on this system can help you retain more customers whom are always fully satisfied with the products and services that you offer to them.
 
Types
Implementing Help Desk software solution correctly can lead to better resolution times, streamlined support processes, and best of all, increased customer satisfaction. By setting this goal in mind, the selection process for the right Help Desk software solution can be made more effective. A good way to start your search is by checking these two types of Help Desk solutions.
 
Cloud-based
Cloud-based solutions are the most popular type of Help Desk today. Aside from being hosted on cloud servers that are usually owned by the solution provider, cloud-based also offers a wide range of features and functionalities. Customization, branding and user interface design are just some of the excellent features that goes with a cloud-based solution package. In addition, these solutions can be acquired and deployed on a subscription-based scheme.
 
Self-hosted
Self-hosted Held Desk solutions are deployed on the client’s server. Also known as on-premise solutions, purchasing and implementing this type of Help Desk software product requires additional investments on hardware (ex. management server, database), implementation services (rendered by consultants), and on-going maintenance. These investments should not be considered as downside of self-hosted solutions because everything else about Help Desk for business entirely depends on the size, industry, operational model, range of offered products, and many other factors. That is, by carefully considering the real requirements of your business, on-premise can be better than a cloud-based type, and vice versa.
 
What we just examined above are the types of Help Desk solutions base on method of deployment. Another important category to explore in Help Desk solutions are the types base on the capabilities of the software solution. Here are the types of Help Desk solutions on that regard.
 
  • Knowledge Management System
  • Self Service
  • IT Asset Management Systems
  • Reporting
  • Mobile Support
  • Service level Agreement (SLA) Management
  • Remote Control
 
Features
What’s interesting about Help Desk solutions are the almost unlimited number of features that goes with the package. Aside from the ticketing system that most solution packages have, there are more features that when reviewed can narrow down your search for the right Help Desk software product. Here are those features for you to check about in a solution package.
 
  • Web-based Interface
  • Single Sign On Authentication (SSO)
  • Branding
  • Customization
  • Multiple Languages
  • Knowledge Base
  • WYSIWYG (What You See Is What You Get) Editor
  • Content Restrictions
  • Community Forums
  • Forum Moderation
  • Voting
  • Advanced Search Tools
  • Tagging
  • Electronic Communication Tools
  • Multi-channel Request Support
  • Customized Ticket Fields
  • Automated Responses
  • Issue/Ticket Tracking
  • Views
  • Ticket Merging
  • Grouping
  • Workflows
  • Spam Management
  • Web-based Remote Support
  • Analytics
  • Sandbox Environment
  • Mobile Optimization
 
With the help of your IT team, find out which of these features are really needed by your business at present. The cost of Help Desk software solution is usually dependent on the number and level of features included in the chosen package. The more robust, the more significant is the required initial investment. 
 
Solutions per Business Size, per Vendor
One of the many Help Desk solution providers that offer packages with appealing features is Zendesk. With their cloud-based solution, you can have the features of Web-based interface, a WYSIWYG Editor, SSL encryption, SSO, and real-time analytics.  Their basic starter package starts at $9 per month per user with up to 3 users. Zendesk is just one of the many Help Desk solution providers that can help your company in delivering better customer support.
 
But before examining those vendors in detail, we at ITQlick.com want you to become a smarter buyer by simply following these guides.
 
  • Determine first the deployment model: cloud-based or client-server.
  • Always consider selecting a solution that is within your budget zone.
  • Identify and stick with the features that you only needed.
  • Figure out how much storage space will you need for your data.
  • Check everything about hardware/software compatibility.
  • Choose the right ticket management features.
  • Consider investing on data security.
  • Analyze the cost, time and resources needed for the entire deployment process.
  • Choose to simulate the 30-days trial version offered by the vendor before finally making your decision to buy.
 
Now, with the help of these guides, it’s time to go over with this list of solution providers.
 
  • Kayoko Fusion
  • Help Desk Pilot
  • Hesk
  • PerlDesk
  • Manage Engine
  • I’m OnCall
  • 247NetSystems
  • Aegis Help Desk
  • Access Remote PC
  • Magnoware DataTrack System
  • Alloy Navigator Express
  • Altman HelpDesk
  • Anyplace Control
Pricing Considerations
It’s time to deal with the price of your Help Desk solution. As we mentioned earlier, most Help Desk companies base their price on the number of users and features that will go with the complete package. Self-hosted solutions are priced significantly higher than cloud-based primarily because of the included deployment cost, cost of training, cost of hardware infrastructure, and cost of on-going support and maintenance.
 
Basic cloud-based solution costs around $25 to $30 per user per month. The average cost of package with more features is around $50 to $70 per user per month. The price can extend up to around $100 for solutions with a wide array of included features.
 
Self-hosted solutions are priced at $300 up to $1000 base on perpetuity license. This could significantly goes up to around $800 to $5000 depending on the features that will go together with the software.
 
Here are three Help Desk solution providers with their offered packages and the equivalent pricing model.
 
Kayoko Fusion:Solution can be purchased as a downloadable package for $999, or hosted for $49 per month per seat for the hosted version.
 
Help Desk Pilot:Packages start at $399.95 for the Standard package, which supports up to five users, and go up to $1,799.95 for the Enterprise package, which features unlimited report customization and support for up to 30 users.
 
PerlDesk:Small Business License is available for a one time fee of $199.99 and supports up to five users. Enterprise License is available for a one time fee of $499.99 and supports an unlimited number of users.
 
For more information about Help Desk solution providers, visit our website at ITQlick.com. We have a wide range of solutions for you to check or inquire to us about.
 
Market Trends
With the advent of Social Networking Sites (SNS), Help Desk software solutions can now be integrated with Twitter and Facebook.
 
Because of the increasing customer demand for support, many companies are moving to the 24/7 operation setup and this trend will continue over the next five years. Phone-based interaction is still the preferred Help Desk support by many customers than any other options available.
 
Cloud-computing is just beginning to explode and this trend is truly bringing a lot of benefits to the Help Desk industry. On top of that, more and more companies are choosing cloud-based Help Desk solutions.
 
As you know, the list of solutions provider we presented in this Buyer’s Guide is just a small portion of the entirety. More innovative providers are showing up and they are here to offer new software applications that will provide easier user interface.
 
With all these influencing trends at hand, selecting the right Help Desk solution for your business is still never been too late.
Finding the right Help Desk software for your business
Proper Help Desk software selections are the precursor to successful deployment and business growth. Finding the right Document Management solutions doesn’t have to be complicated, and it doesn’t have to take days or weeks of your time.

After researching over 2,000 systems, we can identify the best solution for companies of all shapes and sizes. ITQlick.com is 100% free for software buyers.

06 Feb

3 Help Desk Software Alternatives for Zendesk

When it comes to solving your customer’s issues regarding your services or products, you need to manage the situation quickly and efficiently. That’s why the Help Desk Software you choose for your company will make a difference because the long-term ... read more


19 Nov

Top 5 CRM Help Desk Software for SMBs

CRM software for a company looks at different aspects of the customer engagement process to ensure that they can maximize service satisfaction and optimize revenue realization where possible. One aspect of this solution is the provision of a help des... read more


22 Jul

How to Choose Help Desk Software: 5 Mistakes To Avoid

Customer service is the key to a successful business. So you cannot compromise with your help desk. Choosing the best help desk software can be tricky. Nevertheless here are a few common help desk software selection mistakes that some enterprises mak... read more


18 Dec

10 Most Affordable CRM Solutions for 2016

Customer relationship management (CRM) is the process and tool to manage customer interactions throughout the organization, with a bigger aim to improve customer relationship. Also known as contact management software, CRM consolidates all customer d... read more


22 Mar

Top 5 Help Desk for Your IT Needs

Keeping customers happy is the need for any business – small, medium, or large. Your business needs a solution that can address crises and issues arising at the customer’s end. It is here that you can depend on a helpdesk software solution.... read more


07 Mar

Issue Tracking Software – 2017 Comparison

Bugs can compromise with the functioning of software solutions. A bug tracking system can come in handy, since it is designed as a defect tracking system for software applications, keeping track of bugs. The computer program keeps track of various i... read more


15 Jan

Top 5 Help Desk Software

Your company’s customer service is a crucial part of the business strategy. It can be the key to writing a success story of your business. It is here that you can depend on help desk software solutions to quickly address crises and issues at the cust... read more



Popular Articles From Our Blog