What is Zendesk?

Zendesk is customer service software that offers an omnichannel platform to help businesses coordinate their full range of customer management processes. The well-known CRM software lets you avail of the services in a subscription-based or Software As A Service (SaaS) model where you can choose an optimal service package from a few available ones to suit your business needs.

Zendesk uses an artificial intelligence (AI)-powered bot called Answer Bot to deliver smart recommendations which makes it suited to teams looking for a solution with robust ticket management, messaging, and voice call features. It uses an artificial intelligence (AI)-powered bot called Answer Bot to deliver smart recommendations, making it best suited for midsize to large support teams looking for a solution with robust ticket management, messaging, and voice call features.

Centralised control and smooth performance monitoring tools for the team managers and the ability to integrate with several other business utility software from the Zendesk marketplace have made Zendesk one of the best customer service tools for businesses of all size. It’s advanced and feature-rich mobile app will give you full access to your customer management on the go.


What popular features do you get with Zendesk?

  • Omnichannel ticket management and analytics
  • Ticket routing and automations
  • Answer Bot
  • Prebuilt conversation flow
  • Outbound notifications
  • Group messaging

  • Voicemail and text messaging
  • Telephony integration
  • Real-time call analytics
  • Light Agents
  • Android and iOS apps
  • Agent notifications

  • Agent dashboard
  • Visitor chat
  • Real-time and historical data
  • Customizable dashboards and charts
  • Share and schedule dashboards and reports

Customer Support is available at Zendesk

Once you sign up with Zendesk for your trial period, you will receive an invitation for a one-to-one meeting with one of their business development team members. You can discuss all your concerns about the software related to your business needs, and they will address them accordingly. The customer support team is very welcoming with their support. You can reach them 24/7 through phone, email or live chat.

Zendesk has prepared many resources and training materials, including articles, how-to guides, and videos on their website, to guide new users in making the best use of the software suit. You can expect active customer support team engagement to help you set up and implement Zendesk.

Zendesk has a community blogging section on its website, where users can share their experiences and concerns. The developers play an active role in bringing in new features based on users’ feedback.


What kind of business is Zendesk ideal for?

Zendesk has excellent capabilities to streamline your customer support operations; however, it is more suitable to particular business types and less for a few others. So, how to tell if it is an ideal solution for your business? Let’s find out.

  • Companies using Multi-channel Customer Engagement – If you like to communicate with your customers on multiple channels, then Zendesk is an excellent solution for you. It integrates calls, email, SMS, social media and chat tracking within one platform.
  • Companies offering 24/7 support – The free plan is limited to online, email, and phone support during business hours. But you can get 24/7 support on their paid service.
  • Support teams needing simple and easy software – Zendesk has an intuitive interface. It’s ticketing system is simple and you can easily track, assign and correspond with both customers and internal staff on the same platform.

Pros and Cons

  • AI-powered bots and analytics tools available across all plans
  • Built-in voice calling features
  • Wide range of free on-demand video courses
  • Comprehensive ticketing and help desk capabilities

  • 24/7 Support is available only on the paid plans
  • Basic plan does not offer community forum and collaboration tools

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How much does Zendesk cost?

*based on information provided by the vendor. Actual cost may vary.

Zendesk offers 5 plans to suit the needs of every business big or small.

Essentials Plan – starts at $5/month/agent
This is the basic plan designed for sole support agents and small teams. It covers a basic help centre comprised of a knowledge base and email & social support channels. The plan also provides a web widget & mobile SDK.

Team Plan – starts at $19/month/agent
Team plan is designed for small and medium teams and includes all features available in the Essential plan, plus business rules capabilities; performance dashboards to monitor the work of individual agents; and access to integrations with third party apps.

Professional Plan – starts at $49/agent/month
This plan is suited to medium and developing businesses that intend to report on their activities and have a multi-lingual support network. It includes all the features in the Team plan plus multilingual content, CSAT surveys, and custom reports and dashboards.
Enterprise Plan – starts at $99/agent/month
This Plan suits large and enterprise-grade teams which will get to use all standard features of the help desk, plus a dedicated Launch Support program. The plan includes custom agent roles where all employees have the same status. It will also provide access to multiple ticket forms and enable teams to predict customer satisfaction based on their current performance.

Elite Plan
This plan incorporates all the powerful tools within Zendesk. You need to contact sales directly for a custom quote.

Final thoughts...

Zendesk centralizes all customer queries and interactions in one place so agents can easily access all customer data on a single interface with complete history of any interactions. This helps them provide a more personalized and complete resolution to your customer issues. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Over the years, Zendesk has proven to help improve support agents’ response time by guiding them directly from one ticket to the next with a comprehensive history of all customer communication, which also avoids them cherry picking certain ticket types. Visit their site today to see if Zendesk is suited to your business.