Zendesk
PAIDCustomer service software and support ticketing system
► Customer support teams that need an omnichannel ticketing system with extensive reporting and scaling options.
Product Details
■ INTELLIGENCE BRIEFING — Weekly tool drops. No spam.
PROS & CONS
STRENGTHS
- Ticket management system with macros, triggers, and SLA tracking handles high-volume support queues efficiently at scale
- Marketplace with 1,500+ apps and integrations extends functionality for CRM, analytics, workforce management, and more
- Omnichannel routing assigns tickets from email, chat, phone, and social media to the right agents automatically
WEAKNESSES
- −Suite Professional at $115 per agent per month is required for custom analytics, skills-based routing, and HIPAA compliance
- −Support response times for Zendesk own customers are often slow, with complex issues taking days to resolve
KEY FEATURES
Guide
Knowledge base builder
Explore
Analytics and reporting
Omnichannel Ticketing
Unified ticket management across email, chat, phone, social media, and messaging apps in a single agent workspace
Knowledge Base and Help Center
Self-service portal with searchable articles, community forums, and AI-powered article suggestions to deflect common support requests
WHO IS Zendesk BEST FOR?
Enterprise Support Teams
Manage high-volume support across channels with SLA tracking, ticket routing, CSAT surveys, and workforce management tools
IT Help Desks
Track internal IT requests, manage asset inventories, automate common IT workflows, and provide self-service portals for employees
INTEGRATIONS
TECHNICAL DETAILS
FIELD REPORTS (0)
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DOSSIER
- COMPANY
- Zendesk
- HQ
- San Francisco, CA
- FOUNDED
- 2007
- TEAM SIZE
- 500+
FILED UNDER
PRICING MODEL
BEST FOR
FINAL ASSESSMENT
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