I think it's great for certain things, but from the user interface perspective, it can be clunky at times. But Zendesk is definitely the best of what is out there by far and for having multiple people on customer experience we get to know who’s delegated to each ticket. From that standpoint of transparency, it’s definitely working.
Co-founder & CEO - Snowe
It works pretty well. I feel like we’re still figuring out the robustness, but it's nice to integrate a lot of stuff. We still have to work with Zendesk but it’s interesting because so many people reach out in a variety of ways -- phone call, email, press, our help button. Or they email me directly, or on Facebook, text, Instagram. There’s so many different avenues of touchpoints when you’re running an ecommerce business and I don’t think there's a real strong solution for funneling all that into Zendesk other than manually.
Co-founder & CEO - TomboyX
We just use email right now. We were on Zendesk, but it didn’t make sense for the quantity of tickets we were getting. It was easier to manage the scale of the business in email.
Co-founder & CEO - Pinrose
We use Intercom’s chat feature as well as their automated messages and their knowledge base as a guide for customers to self serve. We used to use Zendesk and they had a feature that I wish was on Intercom: you can plug in your Google Analytics in the support portal. Intercom’s solution feels a little more nascent.
Co-founder & CEO - Sweet Technology
We are using Zendesk, but we need to do a little more work to integrate it with our CRM.
Co-founder & Co-CEO - Vinomofo
Zendesk works well. It creates buckets of communication and makes it easy to track all customer engagement. If someone tries to contact you through a different channel, you can track it.
Co-founder & CEO - Rep The Squad
Zendesk is easy to plug in, has great API’s, connects into Sprout Social and lets us manage our website and our aliases.
Co-founder & CEO - Rep The Squad
Zendesk is what we use for reviews and customer support. We also used Intercom for new launches. Intercom is a tool that is really good and pretty useful. We’ve seen a lot of value out of it. However, everyone has Intercom, so now there's only so many times people will give feedback on the website.
Founder & CEO - Postman
Zendesk is not too bad. It works well for us. It suits for the moment. We haven't really tried Intercom as much, because Zendesk does what we need it to.
Co-founder & CEO - Brosa
We use Zendesk for real-time support chat and to manage support over email.
Co-founder & CEO - Honey
We use Zendesk for customer service. It is very easy to use--easy to add and remove users very quickly, which is very important for us. The analytics on phone calls and mail are great. It’s so well worth it.
Founder & CEO - College Truckers
For doing customer support online, I for sure think Zendesk is the best out there. Definitely by far the most comprehensive and best solution for doing reactive customer service. For proactive stuff, there’s other solutions and Zendesk may not have the best solution.
Founder & CEO - ChartMogul
Sometimes it has issues like it takes 2 seconds for the chat to load and there’s a delay, but otherwise Zendesk is fine.
Founder & CEO - Fruit Street
Zendesk does a good job of customer support ticket tracking. Although we wish we can separate out tickets based on the geography or language automatically, it’s not supported yet.
Founder & CEO - SendBird
Zendesk works well but is a little overpriced.
Co-founder & CEO - inDinero
Zendesk is great because it provides MPS, ticketing and comm; we really like it.
Founder & CEO - eMoov
We use Zendesk to handle the questions that are not related to technical support.
Co-founder & CEO - Clearpath Robotics
We have used Intercom before because the chat is very nice, but we realized that a ticketing system is better for us. We have many users and with Intercom you pay by the transaction, so it ends up being too expensive. With Zendesk, you pay monthly for unlimited transactions. They do not care how many visitors we have.
Anne de Vries
Founder - Tubbber
Zendesk works quite well but took a lot of time to set up and have the right people hooked to the right channels. For instance, we created all kinds of macros, which took a lot of effort but reduced the day-to-day time we have to put into CS. It is also connected with our Facebook page and we can respond to requests that come via messaging without leaving Zendesk.
Co-founder - Flexpat
We have used Zendesk for years--it has scaled really well.
Founder & CEO - Yesware
Zendesk is generally fine.
CEO - Panjo
Zendesk works well enough. We like it.
CEO - Fuel
Zendesk is not very user-friendly but we are getting used to it.
Founder & CEO - Zuvaa
Zendesk does the job. It does take some time to figure out the program itself, but integration with other programs (such as JIRA and Slack) can be done pretty easily.
Controller - Polymaze
Our Customer Service team manage enquiries and tickets using Zendesk. This enables us to manage a flow of questions and comments from users and to be able to respond to them quickly and efficiently. Its analytics tools help us track and motivate team members and ensure our customers get a friendly, timely response.
Co-founder & CEO - Peak
For IT requests, we use Zendesk. It seems to be functional.
CTO - Optoro
We really like Zendesk because it allows us to centralize all the touchpoints: mail, live chat and call.
Co-founder & CTO - Musement
We use Zendesk, which has a very nifty chat tool. I like the fact that I can see how active our site is at any moment. The only downside is that they don’t have a visitor history--you can only see past discussions, not past visitors.
Co-founder & CEO - Proximi.io
Zendesk is quite standard. It does not have an interface but it is a very rich tool.
Founder & CEO - Nanit
I like Zendesk more then Desk.com as it is easier to use. We have our help center and our FAQ in there as well. They send email summaries that compare your performance to competitors'. This is an extra tool that we are paying for but it’s worth it.
Co-founder & CEO - One Month
We have been using Zendesk for ticket tracking, and also for our knowledge-based FAQ pages.
CEO - Scripted
Zendesk is great. When we work remotely, everybody can chime in and assign who is working on what email.
Founder & CEO - Cheekd
Zendesk would be a great tool if they could improve their mobile app. It does not bring up correct synonyms on the search tool.
CEO & Co-founder - Pyze
Zendesk handles our support center and ticketing system. You can customize the feel of the support center.
Founder & CEO - Grow
We like Zendesk. We read many positive reviews and we trusted them. We are pretty happy with it.
Gian Luca Petrelli
Founder & Executive Chairman - BeMyEye
Zendesk is great!
Co-founder & CEO - Pressly
Zendesk is good. We’re having fewer issues right now so we’re using it a lot less than before. It was a little heavy to get started with. There was a lot of extra stuff we didn’t need. It kept us organized for all of our tickets.
Co-founder & CEO - UCIC
We’ve been pretty happy with the way Zendesk has been working for us.
Founder & CEO - Qardio
Zendesk is a really good tool. The only con is that sometimes for customers, it is difficult to follow the conversation thread.
Co-founder & CEO - TravelPerk
We’ve been using Zendesk for a long time. It was good. We’re able to grow with it. We have two products, and we eventually had to expand and had to have 2 dedicated support sites. Zendesk has grown too, and their product has evolved. We’re starting to take advantage of that.
Marketing Manager - StreamLink
We use Zendesk internally for customer communication. Zendesk is designed to be a ticketing system, but we use it as an email communication system. Zendesk has done a great job to be easy to use for customer success teams. We’ve tried other tools in the past, but we’re happy with Zendesk. It’s a great product.
CEO - ReviewTrackers
We use Zendesk for all incoming correspondence. It’s a tremendous tool.
Founder - Magical Butter
We use Zendesk for our customer service center since it is real time chat for customer support. Some people are using it to manage a “customer support inbox” but we use them to power our help center.
Founder & CEO - MyTime
We’ve tried a few other basic softwares, but they didn’t work out because they didn’t integrate well. We use Zapier to integrate Zendesk into our CRM to keep close tabs on customer satisfaction. It’s very flexible which is why we chose Zendesk.
Co-founder - ShipBob
Paul is our go-to guy for customer success and he has used a bunch of tools. He brought on Zendesk, and it has made it easy for our customers to get in touch with us. It allows customers to find FAQ and support links or message us when they have issues for quick resolutions. It also connects back into our engineering team so they can respond to specific technical issues. It’s all very streamlined with the integrations we have on top of Zendesk.
Co-founder & VP Data - Zendrive
I don’t use Zendesk a lot; I mostly interact with customers using Intercom and GitHub Issues.
Co-founder & CEO - ContainerShip
Zendesk is average; there are not too many options out there. The UI is not too easy. To add more people costs a lot of money, even if it’s just for monitoring support emails and not actively replying to them.
Co-founder - Trove
We do not really need a CRM at this point--we use Zendesk for that.
Co-founder - Trove
Zendesk does what it needs to do. It's clunky. It doesn't look that great. We chose it over two years ago because it was the best in the industry. I know about Intercom and we thought about changing to it because the UI looked better, but we haven’t made any changes yet.
Co-founder & CEO - Lob
We tried a couple of different ones and we found this provided the best experience. As we continue to add things focused on customer service, Zendesk is the most robust one out there.
Co-founder & CEO - Smync
It’s okay. We’re looking at switching to Intercom for this functionality, but it hasn’t been a priority. We’re also waiting until Intercom has a help center, which is something Zendesk has that we like.
Co-founder & CEO - DocSend
We don’t do everything from a customer service standpoint. Zendesk will handle email support, things like replying to multiple people. We chose Zendesk because they’ve been out for awhile; it was more of a trust factor than anything else.
Founder & Chief Software Architect - PeopleVine
Our customer support team loves Zendesk.
Founder & CEO - Instapage
Zendesk is simple and easy. So far so good - no complaints about it.
Co-founder & CMO - Terminus
Zendesk is good; it serves our needs.
Founder & CEO - Mifold
We like Zendesk a lot. It is quite expensive, but it works well. The only negative thing about Zendesk is that it’s impossible to initiate customer contact using the platform.
Founder & CEO - Mifold
Choosing Zendesk as our customer support software was one of the best decisions we’ve made as we depend upon it heavily. We are very confident in this choice as they are a public company and their customer service has been superb. The software fits everything that we need to do at high efficiency. Great customer support is one of our most important tenets, and other than a few times where the service was down, the amount of value this software adds to our operations is immeasurable.
Founder & CEO - iPyxel Creations
Zendesk is a solid tool, and it integrates nicely with other tools.
COO - Reverb.com
I don’t use Zendesk too much, but it is one of our channels. One of our corporate partners uses it for customer service and we are the ultimate business for that partner, so we use it whenever they get a question.
Co-founder & CEO - WhereFor
We have customer touch points in different places; it can be from text, chat, email, phone call and so we integrate everything into Zendesk so everyone is in the loop for what is being talked about so they can pick it up together or a pick up a ticket on their own.
Co-founder & CEO - Impact Health
We are using Zendesk now but that doesn’t mean we’re staying with it forever. I’m learning a lot about Google Apps and making collective inboxes and making groups. It might be able to offer similar functionality that Zendesk does, like embedding live chat into your website.
Co-founder & Head of Engineering - Flow Kana
Zendesk is very robust. It requires you to put some processes in place with your team to use it effectively. It's a good source of truth for everything for us. Zendesk is great because we can pull in our support tickets from Gmail, Facebook and Delighted.
Co-founder & CEO - Doughbies
Zendesk is a really great software.
Co-founder & CEO - Concord
Overall, we’re very happy with Zendesk. There are little things that we’d love to see improved, like having more control over who on our team receives all of the emails when a support ticket comes in, or having to create our own mailing list. And as a CEO, it’s a bit noisy. There’s a little too much over-communication, but that’s the safe bet when it comes to customer support.
Founder & CEO - Peerlyst, Inc.
Zendesk is okay, but the customer interactions via Zendesk leave a lot to be desired.
Co-founder & COO - Branch Metrics
We tried Zendesk, and we decided it was overkill. Everything gets allocated a case number, and you get a canned response, which all feels impersonal.
Co-founder & CEO - Inkshares
For customer support emails, we use Zendesk, and we love it. It’s so easy to keep everything organized in it, as well as pull different reports from it. It’s super simple to use, and we can search across all tickets easily. For example, if I want a testimonial from someone, I can search for a phrase like “Great food!”, find any tickets that match that phrase, and then contact the person directly for a testimonial.
Director of Marketing - Smart Lunches
Zendesk not only powers all our support, but it’s also where we keep our knowledge base. Zendesk has made it really easy to scale our support organization. It allows us to get a lot of efficiency from that part of the business, and their analytics are also very useful.
VP Marketing - Extole
Overall, we’re pretty happy with Zendesk. There haven’t been any major issues with them. Any time it goes down, it’s a nightmare for everyone, so we know it’s important. We like it much better than Desk.com.
Co-founder & COO - Club W
We use Zendesk for escalations, ticket-based support, and to host our knowledge base.
Co-founder & CEO - Bold
In terms of customer support ticketing, and being able to share accounts with contractors that we hire to help with support, Zendesk has been good. We like the FAQ abilities, especially how easy it is to update any FAQs, and we use them pretty intensely.
Marketing Manager - Shippo
The support team uses our custom CRM and Zendesk for customer service, and for retaining customers.
Marketing Manager - Shippo
Zendesk has been fine. It’s not anything amazing, but does its job.
Co-founder & CEO - Neurotrack
We used to use Help Scout, but now Intercom is more than enough. One of the best things about Intercom is that if you’re low on engineering resources, it still lets you A/B test without an engineer’s help; that’s where it’s most useful. But the support function was there, so we decided to use it for customer support as well, and it has worked out for us. We haven’t needed a solution like Zendesk thus far, but as we move to needing a full help situation, Zendesk is an option we’re exploring.
Co-founder & CEO - Townsquared
We had started doing tech support via Salesforce, but Zendesk changed the paradigm. The email is the ticket, and the response is the email; everything flows more naturally. We use Zendesk for email, chat, and our knowledge base. This allows our customers to connect to us in the way that’s most convenient for them.
CEO - OnSIP
We’re just getting started with Zendesk. We’ve used it in the past, and it’s always been a really solid platform. It’s also reasonably priced.
Founder & CEO - Skout Deals
We’re starting to use Zendesk next week, so I can’t speak on it just yet. But it seems to be a solid product.
Head of Marketing - Pipedrive
We use Zendesk for customer support ticketing. We’re in the initial stages of integration, but everything looks good so far.
Founder & CEO - Shoppimon
We like Zendesk. It saves us time having everything in one place, and it’s helpful to see metrics, and see how we’re doing from the customer satisfaction perspective.
Co-founder - BuzzStream
We currently use Zendesk, but I don’t know if we’ll use it forever. It’s been good for us to get up and running, but we want more of a case management system, and something a little more holistic, so we’re looking into alternatives.
Founder & CEO - Justworks
The pros of Zendesk are that it’s very powerful, and very easy to use. I honestly can’t think of any cons with Zendesk.
Founder - Qbox
Our tech-based support is done in Zendesk for two main reasons: 1) Everything is very organized in Zendesk; and 2) You can learn so much from Zendesk because they are very good at assessing your three or four key repetitive issues over a certain amount of time. And this leads to very effective product changes.
CEO - Zumper
Currently, we are using tawk.to to conduct live chats with our customers. We tried Zendesk and JIRA Service Desk, but we decided not to go with either of them, because they were too complicated for both us and our clients. We are trying to communicate with each of our clients directly at this point, and we do not want to make them open support tickets.
Co-founder - Chrobrus
We’ve had a great experience with Zendesk for our support tickets. The main benefit is that it allows us to share tickets and customer information easily between people and departments.
Co-founder & CEO - PivotDesk
We really like Zendesk. Part of that is probably because, before we brought them on, we were having people log into a Gmail inbox with questions, so this is a huge step up. We’ve been using them for over a year now, and we’re not looking to switch. We don’t get a ton of customer support tickets (maybe 2,000/month), and we have one dedicated customer service person.
CEO - DoSomething
For internal support and equipment requests, we use Zendesk. Our employees send their requests to a request email address to request a new monitor, new computer, etc.
Founder & Head of Operations - Wheelhouse
I think Zendesk is great, and I really like it. I don’t know how people did this before Zendesk. We’re on the lower-tier plan, so we haven’t totally explored and exploited all that Zendesk can do, but it’s been good for us so far.
CFO - Makeable
We’re not using any customer service software right now, but we’ll probably use Zendesk when the time comes. I’ve used Zendesk before at other companies, and of all of the customer service software out there, Zendesk is the one, in my experience, that really is the most “zen”-like and low-stress. The product and user experience really reflects their name.
Founder & CEO - Halo Life Science
Zendesk works, and we’ve had no issues with it, but we’re not thrilled with it. We started using them a long time ago--they were the new kid on the block. They were basically one of the two choices, and it’s really hard to switch once you’re with a system, so we’re just sticking it. I also think it could be cheaper, but for now it’s OK.
We use Zendesk for customer support, but it also sucks in some data from our internal user base. We use this together with a custom tool to cover our basic CRM needs.
We’ve been using Zendesk for a long time--since our customer success team was about 4 people. Now we’re up to 23 people, and Zendesk works really well for us.
VP of Marketing - Unbounce
We switched from UserVoice to Zendesk to allow users to report bugs and to collect general user feedback. We did some customer service via Zendesk, and hired a community manager to answer Zendesk tickets, but it was mostly used for one-way communication and getting feedback from users. Zendesk’s level of customization was better than UserVoice’s, and it allowed for more customization and branding. A huge plus was that we could make our Zendesk website look just like Aviary’s website.
Co-founder - Aviary
Zendesk is great--great price, service and technology. There are currently seven people on our customer service team and 20 part-time people. We've been using a ticketing system for customer service since Day One.
Co-founder & President - Work Market
Setting Zendesk up was kind of a pain, and it’s not great from an administration standpoint. But after we got it set up, we were able to customize it to exactly what we wanted, and it has a ton of tools and functionality. We brought in Zendesk when two different factors came together: On one hand, we were getting more users and we were getting so many tickets that we felt strongly about setting up a help page, and we didn't want to develop one from scratch. And on the other hand, we really wanted to streamline our ticketing and bug issues together.
Founder - SenseHealth
Zendesk has an easy integration with email, and you can customize its interface, which makes it very simple. While the basic setup and constructs are easy to use (having tickets generated via email, setting up user accounts and access, setting notifications/SLAs, etc.), it can become more complex for setting replies and automating features/alerts. That said, most information is contained on the site and just has to be found.
Director of Operations - Inxent, Inc.
We did a trial of Zendesk a few years ago, but the pricing fluctuated so greatly, that at the start of the trial, we were paying $120/mo, but by the end of the trial, it was something like $800/mo. We just can’t be using a platform with such variable pricing. Now we’re using Intercom, and we love it.
Vice President of Technology - Golf Genius Software
We did a search of a few different platforms, and we chose Zendesk because 1) my teammates liked their friendly/accessible/informal brand; 2) they had a free 30-day trial that allowed us to try out a bunch of features; and 3) their customer service during that 30-day period was great. There were a lot of things about the interface that were confusing at first, and they helped us through that. It's also pretty affordable ($6/month). We needed a shared support inbox, and that’s one of Zendesk’s primary features. It was obvious that we needed a customer support tool because we started having trouble managing all the requests coming in, and we needed to create a formalized process for dealing those requests and allowing our users to ask questions.
CEO - Katch
I’ve used Zendesk for years at previous companies, and it’s a product we’ve grown with. We use Zendesk for ticketing, our knowledge base, and for a community for our users. Zendesk also connects with our CRM, Capsule. So if a user is not in our CRM, they get imported. It’s a really good integration.
Founder & CEO - UnifiedVU
We love Zendesk Inbox--I cannot recommend it enough. It’s very hard to argue with the price (free). There are tons of team email and customer support apps, like Intercom, and they seem great, but they charge. If you just want to get emails from customers and answer as a team, Zendesk Inbox is a great option.
Editorial Director & Editor-in-Chief - ReadWrite
If you're a direct-to-consumer or e-commerce company, you need to have a customer service tool. We’re really happy with Zendesk. I'd had experience with it at a previous company and there are no good alternatives on the market. It took us a week to get it installed and get a routine going. Zendesk makes it really easy to have just one person running customer service.
Founder & CEO - Nine Naturals
Zendesk is awesome. It’s easy, customizable and gets the job done simply.
Co-founder & Chief Creative Officer - Contently
It’s best in class for customer service.
Co-founder & CEO - SponsorHub
When I pick tools, I pick the ones that are easy to manage and that integrate with our other tools. Zendesk connects to Pivotal Tracker, which is what we're using to organize the actual product, and that was a really important connection for us.
Founder & CEO - Socure
As far as cost, Zendesk is awesome. It works, and they're really responsive--it's easy to get customer support over the phone.
Co-founder - Jump Ramp Games
There was no real reason we picked it. We just needed something, and we already knew the product.
Co-founder - Cooperatize
We used to use Help Scout, which was really awesome when there was four of us. That all changed once we got a dedicated support team. Help Scout didn't have as many customization options, which made it less efficient. Zendesk was really hard to set up, but once it was set up, we could customize it to exactly what we needed.
Co-founder & CEO - Segment
With Zendesk, it feels very obvious, and not particularly authentic. We wanted it to feel like individuals were responding to individuals, rather than a conglomerate trying to close your ticket.
Co-founder - Keen IO
It's nice that Zendesk is so customizable. It organizes well and the price is right. It also integrates with JIRA.
CEO - Splash
We use Zendesk for logging customer service requests, and it's worked really well for us. We only have one customer service rep--we have no customer service number, just an email.
Co-founder & CEO - Manicube
We've been using them for almost 2 years and have no reason to switch.
Co-Founder & Co-CEO - Plated
I picked Zendesk for two reasons: A) We got it for free. B) I knew the brand. I knew that they were the leader in the industry, and because we got it for free, it just made sense. We mostly deal with everything over the phone (which Zendesk lets us do), so I haven't interacted with the software part of it much yet.
Co-founder & CEO - Care+Wear
23%Stacklist Startups Are Using Zendesk
Zendesk is a customer service software that helps you to engage with and communicate with your customers easily and efficiently. It sports a powerful and complex set of features, including robust customer analytics, direct chat and a voice line to your customers, custom help centers and the ability to embed Zendesk into your native environment. Users appreciate its hundreds of plug-ins--like [email protected], which allows customers to rate your agents, and Dispatch that automatically creates tickets from data extracted from customer emails. Zendesk can be complex to set up, and it’s based on a ticket system that some companies find impersonal, but it reigns as the most popular customer support tool among Stacklist users.
Some smaller organizations use Zendesk, but, with its broad spectrum of features and ability to handle a large volume of tickets, it’s more popular among larger Series A and B companies that have the internal resources to take advantage of all that Zendesk has to offer.
Zendesk has five plans that scale in pricing and features: Starter: $1/agent/month; includes basic features like email ticketing and a knowledge base. Regular: $25/agent/month; adds in more advanced features like satisfaction surveys and a custom domain. Plus: $59/agent/month; adds features like time tracking, custom reports and custom dashboards. Enterprise: $125/agent/month; brings in multi-brand support, multiple ticket forms and automated ticket sharing. Enterprise Elite: $195/agent/month; includes extra services like product training and elite support.
Visit the website: http://www.zendesk.com