Zendesk logoZendesk - Features, Pricing, Alternatives, and More

Zendesk is a web-based help desk support tool that makes it simple to provide great customer support.

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Zendesk Features

  • Email, phone, social network and chat customer support in one app
  • Built-in phone support to make calls from Zendesk
  • Tabbed interface to view multiple tickets at once
  • Build a help center with documentation and a customer portal for self-service support
  • Net Promoter Score surveys to rate your support performance
  • iOS, Android, and Windows Phone apps

Zendesk Pricing

  • $1/user/month Starter plan for email ticking and knowledge base (up to 3 users)
  • $25/user/month Regular plan for custom domain, satisfaction surveys, and communities
  • $59/user/month Plus plan for time tracking, custom reports and dashboards, and internal knowledge base
  • $125/user/month Enterprise plan for multibrand support and unlimited light agents (users with limited permissions who can add private notes about cases)
  • $195/user/month Enterprise Elite plan for elite support, product training, and uptime SLAs

Last updated July 30, 2015. Please visit the official site for the most up-to-date information.

Zendesk Review

Answering support emails is far from the only thing you'll need to do to keep your customers happy today. Whether you ask for it or not, people will reach out on social networks, ask for you to jump on a phone call, and will want a way to discuss your service with others. That's just what they'll ask for today; who knows what they'll need tomorrow.

Zendesk is ready either way. It's a help desk designed to make support less stressful—perhaps zen-like, even—by focusing on helping your users help themselves. You'll build a support center, along with a discussion board, and will fill it with answers to your most common questions and the problems you anticipate people encountering. Then, whenever someone has a problem, they'll search your help center first and Zendesk will try to suggest a solution for them.

If that's not enough, your users can then send you an email, and that's when Zendesk's help desk will start being useful. You'll see customer's emails right along with new discussions in your user forum, social media messages, and more all together, so you can respond to everyone's problems from one place. Open multiple messages, and they'll be just a click away in Zendesk's tabbed interface. And if you need to call your customers, Zandesk has full call support built-in incoming and outgoing calls. You can get your own support phone number, then call customers right from Zendesk.

Or, you can add live chat with Zendesk's Zopim chat. It's an extra chat service that you could use on its own, but it's also deeply integrated with Zendesk. Then, your chats will come into your normal support inbox so you can keep records of them along with the rest of your support interactions.

Zopim is only one of the many apps you can add to Zendesk. There's dozens of other apps you can add to Zendesk, from integrations with other popular apps to new features to let you add conditional ticket fields, bookmark cases, add SMS integration, and much more. If there's anything your Zendesk experience is missing, there's likely an app for that—or at least, you could make your own app to add the features you need to Zendesk. That's what keeps it future-proofed; it can always work with the latest ways to support your customers with just a new app.

There's more, too. Zendesk lets you embed your support center inside your apps, so your customers can get help without even having to visit your website. Its embeds work in iOS and Android apps, perfect for any development project you're working on. And, its reports will help your support team know how they're doing at support, and where they should improve.

If you're looking for a flexible support center that can grow with your team and automatically add the features you need over time, Zendesk is a great option. It's simple to use, and just as simple to tweak into the perfect help desk for your needs.

Matthew

Reviewed by Matthew Guay, Zapier. Last updated July 30, 2015.

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