Zendesk Review 2024 — Is It the Best Customer Service Software?

Every software comes with a few advantages and disadvantages; keeping these in mind can help you determine if Zendesk is the right fit for your customer service or sales team. Here are the most important pros and cons of Zendesk to review. 

• Over 1,000 integrations available on the platform 
• Advanced AI features available to add to any plan 
• Extensive features included in all plans 
• Digital onboarding features make learning the platform super simple

• Expensive compared to some competitors
• May not work seamlessly with other software

Zendesk Suite is Zendesk’s most comprehensive product, with a myriad of features in every package to support teams in conducting the best customer service possible. Every plan includes one version of the Zendesk Sunshine Platform, the foundation of the Zendesk Suite, built to create optimal customer experiences.  

Notable Features:

• Sunshine Lite
• Ticketing system
• Pre-built analytics dashboards 
• Over 1000 integrations 
• Standard bots

Notable Features:

• Sunshine Lite
• Custom business roles 
• Lower tier users or ‘light agents’ 
• Self-service customer portal 
• Multiple ticket forms and ticketing system

Notable Features:

• Sunshine Team 
• Custom and live analytics 
• Skills-based touring 
• Integrated community forums 
• Data location options

Notable Features:

• Sunshine Professional 
• Access to Sunshine Conversations 
• AI-powered content cues 
• Dynamic, contextual workspaces 
• Content blocks 
• Sandbox testing environment

Notable Features:

• Sunshine Enterprise 
• Enhanced disaster recovery 
• Advanced sandbox 
• High API rate limits

In addition to their customer service products, Zendesk also offers high-quality sales products. With their robust list of features included in every plan, sales teams can utilize Zendesk Sell to increase conversions and generate valuable leads. 

Notable Features:

• Customizable sales pipeline up to two 
• Email and calendar integrations 
• Task and appointment setting
• Call tracking and recording 
• Pre-built sales dashboards

Notable Features:

• Customizable sales pipeline up to 10 
• Robust APIs (core and premium) 
• Product and price book 
• Advanced and custom sales reports 
• Sales forecasting and goal tracking

Notable Features:

• Customizable sales pipeline up to 20 
• Task automation 
• Prospecting and enrichment credits 
• Advanced roles and permissions 
• Company hierarchy 

Notable Features:

• Unlimited customizable sales pipelines 
• Company technology stack 
• Unlimited sequences 
• Up to 10,000 enrichment credits per month 
• Automated power dialer and call scripts

Zendesk is used by businesses of all sizes, from small businesses to large enterprises. On the TrustRadius website, the service boasts a four-star rating overall for their Zendesk Suite product. 

Many customers cited great value for the price, extensive and helpful features, and an improved customer experience. Negative feedback about the product was largely centered around features not included in paid plans and difficulty aligning the platform with other CRMs and business interfaces. 

Here are some verified reviews from TrustRadius by people who used Zendesk:

“Zendesk is a great solution for companies and organizations looking to provide excellent customer service as it allows customers to submit support tickets and get immediate help. From the organization perspective, it allows management to track SLA and customer satisfaction and intervene if or when necessary to meet their goals.”

“I think it is well suited when you are working in a team to keep track of lots of different customers. It works very well when corresponding with customers via lots of emails and phone calls. I think it will be less suitable if you were to use a different CRM since it gets tedious to use when you are tracking on both systems.”

“It is less costly than other big platforms like Khoros Communities but in the same place, it gives us limited features like user ranks and gamification and limited structural modifications which are currently in demand by the customers. It is great for small user base communities but it can be better for large user base communities as well.”

Overall, Zendesk Suite has decent reviews from verified users. With many stating that it can serve as a one-stop-shop for customer service needs. However, if you are connecting the platform software that isn’t compatible with the Zendesk interface, you may run into issues.

One of Zendesk’s competitors is Zoho Desk, one of Zoho’s many business software products. Both are decent customer service software tools. Here’s how they stack up against each other in some key areas. 

While Zendesk is fairly competitively priced, Zoho Desk does offer more affordable packages. Zoho Desk’s plans range from $14 to $40 per month per user billed annually. Comparatively, Zendesk’s plans range from $55 to $115 per month per user billed annually. 

Both platforms offer extensive feature lists included in all of their plans. However, Zendesk does offer a more robust feature set, including advanced reporting and automation options. 

Zendesk’s onboarding services are included in every package offered, meaning if you are having trouble adapting to the platform, you will receive help from their team. Zoho Desk, on the other hand, has a less user-friendly platform, though it’s certainly still learnable. 

Zendesk boasts over 1,000 integrations, which is impressive. Zoho Desk, alternatively, offers over 550 integrations, which is still extensive but far less than Zendesk. 

Both platforms offer decent customization capabilities, with Zendesk being slightly more favorable. Both platforms' help center functions are customizable, with Zendesk offering more customization options than Zoho Desk again. 

Security is a major concern for businesses when choosing software, especially when managing customer data. Fortunately, both Zendesk and Zoho Desk offer advanced security features, keeping your company and customers secure. 

For businesses looking for robust features to improve their customer experience or sales numbers, Zendesk is an ideal solution. Both the Zendesk Suite and Zendesk Sell products offer high functionality with plenty of support for new users to best learn to leverage the platform. Overall, Zendesk is a strong choice for any business looking to up their customer service or sales software game. 

Recommended: Get started with Zendesk today.

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