Your inbox is overflowing. Customers are asking questions via email, chat, Facebook, and phone. And you’re trying to keep track of all that in separate systems. Zendesk promises to put an end to that with one platform for all your customer service. It combines ticketing, live chat, knowledge bases, and even AI bots in one environment.
Who is behind Zendesk?
In 2007, three Danes – Mikkel Svane, Morten Primdahl, and Alexander Aghassipour – were looking in frustration at the customer service software of the time. The systems were clunky, expensive, and above all: anything but user-friendly. They decided to build something themselves from an attic apartment in Copenhagen. Their goal? To bring ‘zen’ to the chaotic world of customer service.
The company soon moved to San Francisco and grew rapidly. In 2014, Zendesk went public under the ticker ZEN. An old door they used as a desk in their first office still stands in the headquarters – as a symbol of their humble beginnings. That humility is now long gone: in 2022, the company was acquired by private equity firms Hellman & Friedman and Permira for no less than 10.2 billion dollars.
Today, more than 170,000 paying customers worldwide use the platform. From small startups to large multinationals. Zendesk has grown into one of the most recognizable names in customer service software.
Who is Zendesk for?
Zendesk primarily targets scale-ups, enterprises, and established customer service teams. Companies that handle hundreds or thousands of customer inquiries daily and need a robust, scalable system for that. Organizations that want to serve multiple channels from one environment also find what they’re looking for here.
For hobbyists and solopreneurs on a limited budget, Zendesk is less suitable. The tool no longer has a free plan and the entry price is higher than many competitors. If you’re just starting with customer service and primarily looking for a simple solution, you’re better off looking at alternatives. Zendesk plays to its strengths especially when you scale and need more complex workflows.
What can Zendesk do?
Zendesk offers a comprehensive package of functionalities. The platform combines various tools that you could also purchase separately, but then in one integrated environment. Here are the main capabilities:
- Omnichannel ticketing: All customer contact – whether it comes in via email, chat, social media, or phone – is converted into tickets in one clear system. Your team sees exactly what’s going on without having to switch between different tools.
- AI Agents and Bots: Zendesk has built-in AI functionality that can automatically answer repetitive questions. The bots learn from previous conversations and can direct customers to relevant knowledge base articles or create a ticket when human assistance is needed.
- Knowledge Base and Help Center: With Zendesk Guide, you build a self-service portal where customers can find answers themselves. You can categorize articles, make them searchable, and even offer them in multiple languages. This relieves your team and gives customers faster answers.
- Reporting and Analytics: The Explore module provides insight into your customer service performance. Think average response times, customer satisfaction scores, and which agents are busiest. You can create dashboards that show exactly the KPIs you consider important.
- Community Forums: With Zendesk Gather, you create an online community where customers can help each other. Useful for products with an active user base that likes to share tips and tricks.
- SLA Management and Automation: Set rules for how quickly certain tickets need to be handled. The system automatically alerts when a deadline approaches. You can also automate workflows: tickets containing certain words automatically go to a specific team, for example.
- Unified Agent Workspace: Your employees see all customer information in one screen. Previous tickets, open questions, and customer data are immediately available without having to switch between tabs.
- Integrations: Zendesk offers more than 1000 integrations with other tools. From Slack and Salesforce to Shopify and Jira. Chances are your existing software connects seamlessly.
The platform is available via the browser and also has mobile apps for iOS and Android. This way, your employees can also handle tickets on the go if needed.
How much does Zendesk cost?
Zendesk no longer has a free plan. However, a 14-day free trial is available to try out the tool. For startups, there is a special program where you can use it free for 6 months, but conditions apply.
The regular subscriptions come in different flavors. The Support Team plan starts at 25 dollar per month per agent (or 19 dollar with annual payment). This is the most basic option with ticketing and email support. For more functionality you upgrade to Suite Team for 69 dollar per month (55 dollar per year), which also adds messaging and voice.
The Suite Growth plan costs 115 dollar per month (89 dollar per year) and adds more advanced automation and reporting. For larger organizations there is Suite Professional for 149 dollar per month (115 dollar per year), with even more customization options and more extensive analytics. All prices are per agent, so with a team of ten employees you multiply these amounts.
Note that some features such as extra storage space, advanced AI features or data storage in specific regions are offered as add-ons. Those costs come on top of your subscription. For enterprise customers with specific needs there is also a customized plan whose price is not public.
What should you watch out for?
Zendesk is powerful, but not without drawbacks. The price is a frequently heard complaint. Not only are the basic subscriptions on the high side, the add-ons can also add up considerably. What initially seems like a clear price quickly becomes more expensive if you want to use certain functionalities. Hidden costs when scaling up regularly come up in reviews.
The learning curve is steep, especially for teams that have never worked with this type of software before. The setup and configuration require time and technical knowledge. You need to route tickets, set up automations and build your knowledge base. For small teams without dedicated IT support that can be overwhelming.
Ironically, Zendesk’s own customer service is a pain point. Many users complain that support is hard to reach and responds slowly. For a company that makes customer service software, that’s not good publicity. The reporting tool Explore is often experienced as complex and unintuitive, especially compared to the rest of the platform.
The interface also receives criticism. Some parts of the platform feel dated and lack the modern appearance you would expect from a tool in this price range. With large volumes of tickets the system can become slower, which is frustrating during busy moments.
Zendesk alternatives
Zendesk is not the only player in the market. Depending on your situation these alternatives may be a better fit:
- Freshdesk: Choose this if you have a more limited budget or are looking for a simpler interface. Freshdesk offers comparable functionality but is often cheaper and faster to set up. Ideal for teams that want to get started quickly without extensive configuration.
- Intercom: Go for Intercom if your focus is on conversational support and sales. This platform is more strongly focused on chat and proactive messaging. It feels more modern and integrates better with marketing workflows, but lacks some traditional ticketing features.
- HubSpot Service Hub: Consider this if you’re already using the HubSpot ecosystem for marketing or sales. The integration between these modules is deeper than what you achieve with external connections. You get one unified customer view across all departments.
Frequently asked questions
A few questions that often come up about Zendesk:
Does Zendesk have a free version?
No, Zendesk no longer has a permanent free plan. You can try it free for 14 days before taking out a paid subscription. For startups there is a special program with 6 months free access, but conditions apply.
Where is my data stored?
By default Zendesk stores your data in data centers in the United States. For Enterprise customers or via a paid add-on there are also data centers available in the European Union, specifically in Dublin and Frankfurt. This is relevant if you are dealing with strict privacy legislation such as the GDPR.
Is Zendesk suitable for small businesses?
That depends on your budget and ambitions. For very small teams the costs can be high compared to simpler alternatives. Zendesk does have a special startup program with 6 months free access, which lowers the barrier. If you expect to grow quickly, it may be worth it to start with Zendesk right away.
Conclusion
Zendesk is a powerful, scalable platform that brings together all customer service channels. For growing companies and large organizations that need complex workflows, it offers a lot of value. The extensive integration possibilities and robust automation make it a solid choice for professional customer service teams.
At the same time, the costs are high and the learning curve is steep. For small teams with a limited budget or little technical knowledge, there are more accessible alternatives. The ironic weakness in Zendesk’s own customer service and the outdated interface in some areas are also points to consider.
Choose Zendesk if you’re scaling, want to serve multiple channels professionally, and have the budget to invest in an enterprise solution. Looking for a simpler, cheaper option to get started? Then you’re better off checking out Freshdesk or similar tools first.
