Zendesk Review - why 4.3 stars?

Zendesk Review
ITQlick Score: 92/100
ITQlick Rating: (4.3/5)
Pricing: 2/10 - low cost
Category: CRM -> Zendesk
Ranking:Ranked 12 out of 599 CRM systems
Company: Zendesk
Pricing: starts at $49 per agent/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Zendesk pricing, Zendesk alternatives

Shlomi LaviShlomi Lavi / updated: Mar 11, 2022

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What is Zendesk?

Zendesk is a cloud-based CRM software designed to help end-users meet their customers needs, set their team up for success, and keep their business in sync. The software comes with features such as:
  • AI Chatbots: End-users can do more without increasing headcount. This feature allows end-users to set up chatbots to provide support even when logged off.
  • Integrations: Zendesk provides the avenue that allows end-users to integrate and connect over 1,000 apps like Slack, Jira, Segment, Mailchimp, and more.
  • Real-time Analytics: End-users can use reports and analytics to review how their team is performing or spot recurring customer trends.
Zendesk is a CRM software that started in 2007. The company is headquartered in San Francisco, California, United States. The company has a workforce of 5,450 global employees. Zendesk was awarded No. 1 in the Gartners Digital Customer Service use case.


What is Zendesk rating?

The rating of Zendesk is 4.3 stars out of 5 and the total score is 92 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who uses Zendesk?

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.

Is Zendesk the best CRM system?

Zendesk is ranked 12 out of 599 software in their category (CRM systems).

What are their main features and functionalities?

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 companys image.

What are Zendesk's pros? (10 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 Starter is cheap to buy and use
  • Zendesk is feature-rich
  • The software comes with customizable templates
  • The software offers a knowledge base platform that can be utilized for operational optimization
  • The customer support system offers Javascript API and supports email and REST integration
  • Zendesk offers automated workflow.

What are Zendesk's cons? (5 cons)

  • The software can be slow to use when many apps and integrations are configured
  • Online software interface is based on flash which doesn't work well with mobile
  • There is no official technical support available
  • Customers have to open a Zendesk account before submitting a ticket, which may filter out "lazy" clients
  • The agent module is still clumsy and needs to evolve

Who are their main alternatives?

Zendesk competes with other CRM systems like Freshdesk, Kustomer, and HubSpot Service Hub. We will compare these CRM systems in some specific aspects below.
  • Functionality: Zendesk offers features like AI chatbots, Contact form, Conversation tags, Social channels, Standard themes, Widget customization, Customizable offline form, Unlimited concurrent chats, Automations & workflows, integrations, analytics, etc. Freshdesk offers features like Ticketing, Collaboration, Automation (available in Zendesk), Help Widget, Reporting and Analytics, Security, Integrations (available in Zendesk), etc. Kustomer offers features like CRM-Powered Chatbots (available in Zendesk), Timeline View, Agent Productivity, Send Automated Messages (available in Zendesk & Freshdesk), etc. HubSpot Service Hub offers features like Reporting Dashboard, Company insights, help desk automation (available in all alternatives), knowledge base functionality, customer feedback surveys, reporting (available in Freshdesk), etc.
  • Customers/industries: Zendesk targets industries with specialties in Education, Financial Services, Government, Healthcare, Manufacturing, Media, Retail, Software, Telecommunications, etc. Examples of customers using Zendesk are MySugar, NatureBox, Scribe, PayJoy, Olala Homes, Tile, Simense, Polaris, Chupi, Udacity, etc. Freshdesk targets industries with specialties in Retail & E-commerce, NGOs & Non-Profits, Education, Real Estate, Healthcare, Insurance, Logistics, Media & Entertainment, Manufacturing, Managed Service Providers, etc. Examples of customers using Freshdesk are Cinnamon, Pearson, Aramex, orderin, Thai Union, Bridgestone, BigBus, Misa, Trainline, etc. Kustomer targets industries with specialties in Retail and eCommerce, Financial Services, Travel and Hospitality, Marketplace, Healthcare, Higher Education, Government, etc. Examples of customers using Kustomer are Sweetgreen, ring, Stella &Dot, Glossier, Rappi, hopper, etc. HubSpot Service Hub has customers like WWF, Suzuki, SoundCloud, VMware, survey monkey, ClassPass, G2 crowd, Trello, etc.
  • Cost: According to ITQlick expert cost research, Zendesk is cost-rated at 1/5, which means it is low-cost CRM software. The rating system considers this software rated 1-2 as low-cost and 4-5 as high cost. Zendesk starts at $49 per agent per month billed annually and $59 on a monthly subscription. It comes with a free trial. Freshdesk starts at $15/agent per month billed annually and $18 per agent per month billed monthly. It comes with a free trial Kustomer starts at $89.00 per feature per month. Kustomer does not have a free version and a free trial. HubSpot Service Hub Starts at $45 per month and is billed at $540 per year.
  • Cloud-based/On-premise: Zendesk and all its alternatives are cloud-based.
  • Popularity: Zendesk is publicly traded on the NYSE under the ZEN symbol with over 160,000 businesses. Freshdesk is privately held and trusted by 50,000+ businesses. HubSpot Service Hub is publicly traded on the NYSE under the HUBS symbol with 128,000 customers in over 120 countries.
  • Scalability: Zendesk and Freshdesk can accommodate businesses of all sizes. Kustomer can accommodate Mid-market and Enterprise businesses.
  • Support: Zendesk, HubSpot Service Hub, and Freshdesk offer support channels like Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep), and Chat. Kustomer lacks 24/7 (Live Rep) but offers all support channels of Zendesk, HubSpot Service Hub, and Freshdesk.

What is the cost of Zendesk?

Zendesk offers four license pricing options. These options are namely Suite Team, Suite Growth, Suite Professional, and Suite Enterprise.
  • Suite Team starts at $49 per agent per month billed annually and $59 on a monthly subscription.
  • Suite Growth starts at $79 per agent per month billed annually and $99 on a monthly subscription.
  • Suite Professional starts at $99 per agent per month billed annually and $125 on a monthly subscription.
  • Suite Enterprise starts at $150 per agent per month billed annually and $199 on a monthly subscription.
Suite Team comes with features such as Email with unlimited addresses, Contact form, Ticket file attachment size up to 50MB, Social channels, Standard themes, etc. Suite Growth comes with everything in Suite Team, including Standard Custom themes & integrations, Up to 5 Multiple help centers, customer portal, etc.

Suite Professional comes with everything in Suite Growth, including Operating hours, Trigger-based routing, Business hours, Conference calling, etc. Suite Enterprise comes with everything in Suite Professional, including Automatic email archiving, up to 1000 Answer Bot AI-powered bot solutions, etc.

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). You can fine here the REAL total cost breakdown for Zendesk. You can also find here pricing information from Zendesk's website.

What should you ask Zendesk during a demo session? (65 questions)

Schedule a demo with Zendesk and access 65 must ask questions for the vendor while watching Zendesk in action. Visit the vendor's website here.

Where Zendesk is used?

End-users seeking a service-first CRM company that builds software designed to improve customer relationships will fit well with Zendesk. End-users with specialties in Government, Healthcare, Manufacturing, Media, Retail, Software Telecommunications, and many more can use Zendesk. Examples of customers using Zendesk are MySugar, NatureBox, Scribe, PayJoy, Olala, etc.

List of categories

Customer Service
Ticket Management
Help Desk
Document Management
CRM
Banking CRM
Casino CRM
Complaint Management
Customer Loyalty
Customer Service
Customer Success
Healthcare CRM

List of features

Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Change Management
Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling

Zendesk Vs. Alternatives

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4.3/5
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92/100
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Zoho
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Nimble
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Review
Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.