Is Zendesk the Best Customer Support Software? A Comprehensive Review

For businesses with an online presence, a robust help desk software solution is essential for managing new leads and providing customer support. Zendesk allows you to do it all. Their services became even more necessary during the Covid-19 pandemic as businesses shifted to online models. Zendesk is still the industry leader in support solutions, despite many other options available. Businesses of all sizes can benefit from its wide range of software applications.

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What is Zendesk?

Customers can use Zendesk’s configurable tools to create a customer support site, a knowledge resource, and web forums. A customizable front-end portal, live chat capabilities, and integration with Google Analytics and Salesforce are all part of the package. Customers of all sizes, from startups to enterprises, use Zendesk in various industries.

The Zendesk online customer portal aids customer service representatives in keeping track of open tickets and their current status. If they aren’t satisfied with the answers they find, customers can open new tickets in the portal and ask questions that are similar to the ones already submitted. Support pages can be customized with company logos, themes, and brand images using Zendesk.

Using Zendesk, companies can create knowledge bases that answer frequently asked questions, allowing customers to browse through the most commonly asked questions. Using Zendesk, businesses can also create an online community where customers can ask questions and respond to active conversation threads.


  • A Streamlined Ticket System

Its ticketing mechanism is one of Zendesk’s most impressive features. Setting up several brands and assistance mediums on the platform is simple if your firm has multiple brands that all operate under the same corporate umbrella. Your company’s branded support center can provide more relevant assistance to customers.

By providing comprehensive workflow tracking, Zendesk improves ticket routing. You’ll be able to see the date and time that each ticket was assigned, as well as any activity associated with it. Improved customer satisfaction ratings can be achieved as a result of this method.

With all this information available to you in one place, you can always see how well your company’s support team is doing at any given moment.

  • A Collaborative Support Environment

Zendesk’s ease of use is a significant factor in its popularity among support staff. All activities and tickets created by the platform are updated in real-time. It is possible to tell which agent is monitoring access and which agents have regularly responded to tickets.

Agents can communicate privately if a problem arises, as well. In addition to speeding up the ticket resolution process, this also increases productivity by a considerable amount. As part of the platform’s goal to make customer support easier for businesses, automation was a natural addition.

Automating specific tasks, such as closing dormant tickets or alerting supervisors to a severe problem, is possible. The support staff can also optimize the platform to provide a better level of service.

Frequently asked questions from multiple customers can make it difficult for agents to provide quality service. But, you can use the program’s customization features to create macros that allow you to send personalized responses to various customers.

  • Extensive Analytical and Statistical Reporting

Customer experience can best be tracked and measured through data and analytics, which is why this is an excellent tool for those who enjoy numbers and in-depth analysis. The help desk system provides a wide range of metrics that can be tracked to assist in the making of data-driven choices.

Your customer service function provides you with data that you may use to evaluate the performance of your support staff. To better understand how consumers use your products and assistance channels, you can access complete customer analytics data. It also shows you how many satisfied and dissatisfied clients there are in the company. This makes Zendesk the perfect CRM solution.

  • Support for IT Staff

Support teams can use Zendesk for various purposes beyond ticket tracking and workflow management. Your support team can use the platform to create tickets if they encounter a problem.

IT staff can communicate with one another by dialing a phone number, and problems can be labeled. You’ll be able to keep track of multiple issues with ease. If there are issues with the network, your customer service team will be able to find out what’s going on quickly.


  • All incoming leads and prospects may be handled with CRM one-stop solution.
  • It’s easy to build a sound knowledge base with Zendesk Support’s built-in subject suggestions.
  • Detailed records of all client interactions and engagements are maintained.
  • It’s easy to track how much time agents spend on various tasks.
  • The Zendesk Marketplace offers a wide range of third-party integrations and APIs.
  • Flexible pricing to meet the needs of rapidly expanding businesses.
  • You can use triggers to monitor, assign, or close tickets based on particular incoming events.


  • The higher the number of agents you have, the more money you pay.
  • There isn’t a chat widget for Storefront yet.
  • Data cannot be exported to a CSV file directly.
  • Users new to the platform may become overwhelmed by the sheer number of options.


For either sales or after-sales service, the cost varies according to the functionality desired. It’s possible to get Zendesk for Sales for as little as $19 a month per user. Starting at $49 per user each month, Zendesk Suite is an excellent option for companies.

If you’re looking for an all-in-one solution, then the suite is for you. But if you are just getting started, the basic Sell Team package might be best for you. Start free trial here

Ease of Use

Zendesk’s ease of use is a significant factor in its popularity. No prior coding knowledge is required, and all of the software’s features are easily understood by agents. Everyone working in IT should be familiar with Zendesk because it is widely regarded as the industry standard.

Even if you’re just getting started in the industry, you’ll have no problem mastering this CRM platform. To get a feel for how the platform works, check out the tutorials and guides, or sign up for a free trial.

Customer Support

The company’s website does not disclose office hours, although it does list its 23 locations throughout the world. If you prefer, you can contact them directly via the phone numbers provided on their website.

Also available are community forums, assistance widgets, and on-demand chat service. No worries about it taking too long to fix any issues.

Final verdict 

As your company expands, so will your support requirements. For various reasons, utilizing a customer service and CRM platform like Zendesk is an intelligent move. Zendesk is not only widely used worldwide, but it is also suitable for businesses of all sizes.

This means you can start with a basic package and then upgrade as your needs grow. It’s no surprise that Zendesk has become a dominant player in a crowded market dominated by several big names.

It’s an excellent solution for streamlining your support services and ensuring the smooth operation of your support department as a whole.