Zendesk is a customer support platform whose primary function is to help businesses respond to their customers’ queries. It allows you to create a ticketing system that coordinates your support agents to communicate with your users via live chat, email or over the phone. It also offers a feature to create an AI-powered customer service chatbot for your business.
Overview
Open Pricing Index
Zendesk’s pricing strategy is designed to accommodate a wide range of business sizes and needs, offering scalable solutions to support growth.
Plans and pricing
Prices are based on real Cledara data and are stated in as yearly costs in USD. The prices are based on the 25th, 50th, and 75th percentile and will include the full cost (including items such as tax)
Cledara’s Take
Zendesk is a popular customer support platform, well-suited to those who aspire to provide great customer service. Its comprehensive suite of tools, including AI-driven automation and integrated messaging, allow businesses to communicate with their users easily. Zendesk is particularly strong at helping manage queries that come via multiple platforms—which is a big selling point for larger companies. Having been around for over 15 years, it’s clearly resonating with its market niche.
What is Zendesk used for?
Judging by customer reviews, these are the main use cases for Zendesk.
Use cases
Efficient ticket management
Zendesk helps companies manage customer inquiries and support requests, providing a ticketing system for a team of support staff to work together.
AI chatbots
You can use Zendesk to create a generative AI-powered chatbot to help your customers with queries and reduce your support staff’s workload.
Help centre hosting
Zendesk offers tools to allow you to create your own knowledge base, with articles to guide your users as they navigate your product or service.
Zendesk main features
- Ticketing system
Zendesk centralizes all customer support requests from multiple sources into one location, so that support agents can handle multiple tickets simultaneously. - Multi-channel support
Zendesk allows companies to offer support through various channels, including email, social media, live chat, phone, and messaging apps. - Self-service content
Zendesk offers a tool to create a knowledge base and community forums for your company, so customers can find answers to their queries without contacting an agent. - Analytics and reporting
Zendesk offers tools to track and analyze customer support data, including ticket trends, response times, and team performance.
What do people think of Zendesk?
We've reviewed feedback from various platforms to capture Zendesk users' sentiments. Here's what they value most about the platform and areas they believe it could improve:
View on G2 (4.3 stars) View on Capterra (4.4 stars)
Zendesk highlights
- Ticketing system
Several users praised Zendesk's effective ticketing system, highlighting its ease of customization and the ability to assign tickets to specialized support agents. - Multi-platform management
Users appreciated Zendesk's capability to centralize customer queries from various platforms, enabling agents to respond to social, email, or chat messages from a single interface. - Intuitive platform
Some reviews commended Zendesk for being user-friendly, especially citing the helpful installation tutorials. - End-user satisfaction
Many positive reviews emphasized that Zendesk delivers on its promise of making it easier to provide excellent customer service.
Zendesk concerns
- Pricing
Some clients felt Zendesk's pricing could be more competitive and disliked additional charges for reports or personalized training. - Support
A few reviews mentioned delays in contacting Zendesk support staff when they had questions about the platform. - Customization
Some users desired more customization options for elements such as ticket forms, chat widgets, and reporting templates.
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