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Zendesk Review

Product Snapshot

Product Pricing
  • Starter – $20/year – Up to 3 users
  • Regular – $29/agent/month ($24/mo if prepaid annually) – Help desk with knowledge base, support community and automatic customer satisfaction ratings
  • Plus – $59/agent/month ($49/mo if prepaid annually) – Real time customer support platform with built-in business analytics and full data portability
  • Enterprise – $119/user/month ($99/mo if prepaid annually) – Multi-brand support platform with enhanced compliance, security, and administration features
Technology

Zendesk customer service software is available as a SaaS solution and requires no additional hardware for installation.

Customer Focus

Zendesk is built for small to global enterprises in any industry.

Select Customers

Dropbox, Groupon, Lonely Planet, MSNBC.com, OpenTable, Rackspace Cloud, Sears, Sony Music, Tumblr, xerox

Customer Success Stories

Dropbox, Groupon, Lonely Planet, Sears

About Zendesk Customer Service Software

ZendeskZendesk customer service software enables businesses large and small around the world to deliver rapid, quality response to customer support queries with easy-to-use browser-based technologies. A clean, visually-appealing interface decreases training-time for new agents and ensures holistic, error free customer support interactions. Additional reporting and analytics tools for supervisors and executives make any business configuration, including multi-site and multi-brand configurations, not only a manageable, but easy-to-optimize system.

About Zendesk
Founded in Copenhagen, Denmark by Mikkel Svane, Alexander Aghassipour, and Morten Primdahl in 2007, Zendesk began as a small side project—an experiment in cloud-based customer support software. Svane would eventually quit his day job installing large, expensive, on-premise support systems after securing funding from Charles River Ventures, and move the team to America in 2009. After striking a deal with MSNBC.com and other key customers, Zendesk grew very quickly to a 150 person team and moved to the heart of San Francisco—the headquarters from which they currently help over 40,000 customers support over 65 million customers around the globe. Additional funding from Benchmark Capital and Matrix Partners has led to additional Zendesk office openings in England, Denmark and Australia.

Zendesk Key Features

Ticket Management

  • Organize, centralize, prioritize and route support tickets for simplified workflows and easy browse and search capabilities
  • Set up rules, triggers, and other automations in addition to frequent-response macros
  • Customizable ticket views make identifying and reacting to high-priority issues simple
  • Share best practices with individual team members, across the organization or even with other Zendesk customers

Multi-Channel

  • Multiple customer support channels: web, email, phone, Twitter, Facebook, iPhone, iPad, Android, BlackBerry, Windows Phone, online chat, community forums, knowledge bases, etc.
  • Hit the ground running with 5-minute channel setups
  • Provide support agents with mobile tools through Zendesk’s apps for iPhone, iPad, Android, BlackBerry, and Windows Phone
  • Deliver proactive support with real-time channel monitoring functions and respond via public channels like Facebook and Twitter without ever leaving Zendesk

Reporting & Analytics

  • Review individual and team performance in light of consumer trends with custom reports and dashboards, or over 20 pre-defined templates
  • Use gathered data to forecast future trends and plan workforce resources accordingly
  • Use a variety of feedback mechanisms to make sure the quality of customer service being delivered is top-notch

Self-Service

  • Architect forums and knowledge bases that can be turned outward at any time as a self-help portal for customers, fully equipped with detailed search functions
  • Slash ticket influx with quick forum creation tools
  • Go beyond support by creating a discussion forum for product enhancements and ideas
  • Help customers help other customers with tools to share solutions via social media

Branding

  • Customize the interface with your company aesthetic
  • Support for customer interaction across more than 40 languages and all time zones
  • Customize the design of internal and external-facing portals with full control of the style sheets (CSS)
  • Configure a unique URL and email address for support channels (support@yourcompany.com)

Integrations

  • Open API and nearly 100 preconfigured integrations
  • Integrate with Salesforce.com, SugarCRM, Microsoft Dynamics CRM 2011 Highrise, Netsuite, and other leading CRMs
  • Integrate Google Analytics, WordPress, Atlassian JIRA, and FreshBooks

Security

  • TRUSTe Privacy Certification Program compliant
  • US-EU and US-Swiss Safe Harbor program compliant
  • Tier 1 hosting, SAS 70 Type II compliant

Internationalization

  • Auto-detect preferred support language and route accordingly
  • Agent interface come in 10 languages, including Japanese, Korean, Brazilian Portuguese, English, French, German, Italian, Simplified Chinese, Spanish and Traditional Chinese

Zendesk Screenshots

Zendesk Videos

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