Zendesk Reviews: Pros, Cons & Pricing of the Leading Help Desk Software Solution

In Guides
January 31, 2018
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What is Zendesk?

Zendesk is a cloud-hosted help desk platform that is used by more than 40,000 small businesses and large enterprises including top names like Zappos and Groupon.

This solution is easy to deploy and use, and helps to improve customer satisfaction, increase productivity, and reduce costs. It can be utilized by 5 to 500 agents and can manage thousands of tickets per day. In addition, the product integrates your different support channels such as web, chat, email, and social media. You can easily access this tool from your desktop or mobile device. Thus, it is a flexible and handy help desk program for freelance support agents working from home. Read our Zendesk reviews further to learn about the software’s top features and benefits.






Product Quality Score:

Main functionalities
95%
Collaboration features
90%
Customization
91%
Integration
92%
Ease of Use
89%
Help & Support
88%
Security
89%
Mobility
89%
Media Rating
90%
TOTAL SCORE
92%


Main Features

  • Customer facing web interface that you can easily brand
  • Flexible ticket management with automated workflow
  • Knowledge base portal and community forums included
  • Mobile support with native iPhone/iPad, and Android apps
  • Multi-brand support with linked accounts
  • Multi-channel support: email, web, phone, chat, social media
  • Open API enables seamless integration into your business
  • Over 100 out-of-the-box integrations with third party apps
  • Robust reporting and advanced analytics
  • Unlimited, free “light agents” (Enterprise plan only)

List of Benefits

 

What benefits can you gain by subscribing to this application’s pricing packages? Our Zendesk reviews gives you all the information:

Effortless Deployment

To start, Zendesk is flexible and easy to deploy, and you can install it quickly and get started in minutes. It integrates all your main support channels to enable fast delivery and effortless tracking. Plus, the platform is supported by time-saving widgets for streamlined conversations, automation, sharing, ticket views, and triggers.

Enable Self-Service Support

Empower your customers to support themselves by setting up intuitive FAQ searches, online communities, robust knowledge bases, and 24/7 online service portals. This will reduce the workload of your agents as customers can easily find the solution to common and simple queries themselves. Zen also provides plenty of customization and branding opportunities, and you can add your company logos and colors to look more reputable and professional.

Seamless Integrations

Zendesk provides more than 20 template reports and dashboards for analytics. You can benchmark your support team performance and customer satisfaction ratings against your targets as well as your competitors’ ratings. Finally, you can integrate this product seamlessly with the other business tools you use for social media, e-commerce, CRM, agent productivity, and reporting and analytics. Use the open API and also benefit from more than 100 out-of-the-box integrations with leading productivity tools such as WordPress, FreshBooks, Atlassian, Google Apps, Salesforce, and others.


Technical Specifications

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Language Support

  • USA
  • UK
  • Canada
  • International

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

Deployment

  • Cloud hosted

Available Integrations

  • Zopim Chat
  • WordPress
  • SAP Business One
  • Podio
  • Olark Live Chat
  • Microsoft Dynamics
  • MailChimp
  • LiveChat
  • Joomla!
  • Infusionsoft
  • Hootsuite
  • Google Apps
  • FreshBooks
  • Drupal
  • Cloud Magic
  • ClickDesk Live Chat
  • Cisco DTK
  • Cart 66
  • Capsule CRM
  • Azuqua
  • AppGuru
  • AgileCRM
  • 3CLogic
  • 123Contact Form


Video


Available Support

  • Phone
  • Email
  • Live support
  • Training
  • Tickets


Software Pricing

Zendesk offers 5 enterprise pricing packages. You can also learn more about how much does Zendesk cost and how to get a free trial here.

Essential Plan – $5/agent/month

  • Basic knowledge base
  • Email & social channels
  • Web widget & mobile SDK

Team Plan – $19/agent/month

All features from the Essential plan, plus:

  • Branded customer portal
  • Business rules

Professional Plan – $49/agent/month

All features from the Team plan, plus:

  • CSAT surveys
  • Custom reports & dashboards
  • Multilingual content
  • Performance dashboards

Enterprise Plan – $99/agent/month

All features from the Professional plan, plus:

  • Custom agent roles
  • Launch success program
  • Machine learning
  • Multibrand support
  • Multiple ticket forms

Elite Plan – $199/agent/month

All features from the Enterprise plan, plus:

  • 1 hour service level objective
  • 99.9% uptime SLA
  • Advanced encryption & security
  • Data center location
  • Unlimited light agents
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