What Are the Benefits of Using Zendesk

What Are the Benefits of Using Zendesk?

5 mins

Zendesk is a cloud-based customer service software with features like ticketing, live chat, call center, and knowledge base. Zendesk is known for its ease of implementation, even in complex environments. So, what are the benefits of using Zendesk?

One of the benefits of using Zendesk is that it helps you manage customer interactions across all channels. You can track and respond to customer inquiries through email, phone, chat, social media, and more.

This helps you provide better customer service and resolve issues more quickly. Zendesk also offers a wide range of features that can be customized to meet your specific needs.

What is Zendesk and How Does it Work?

Zendesk is a cloud-based customer service software company that provides businesses with ticketing, self-service, and knowledge base features.

The company was founded in 2007 by Mikkel Svane, Morten Primdahl, and Alexander Aghassipour.

Zendesk is headquartered in San Francisco, California, with offices in North America, Europe, Asia, Australia, and South America. 

Businesses can use Zendesk to create a Customer Support Center where customers can submit tickets or search for answers to their questions in a knowledge base.

It also offers a live chat feature that businesses can use to communicate with their customers in real time. 

Zendesk offers a free trial of its features to new customers. After the free trial period, businesses can choose from one of three subscription plans: Standard, Professional, or Enterprise. 

The subscription plan that a business chooses will determine the price they pay per month. Businesses can also choose to add additional features to their accounts such as call center support or reporting and analytics tools.

What Are the Best Features of Zendesk?

There are many reasons to love Zendesk, but here are just a few of our favorite features:

  • Customizable ticket forms – You can tailor your ticket form to collect the information you need from your customers, making it easy to track and resolve issues.
  • Powerful automation – With Zendesk’s powerful automation rules, you can automate tedious tasks like assigning tickets and sending notifications so you can focus on more important things.
  • Flexible pricing plans – Zendesk offers flexible pricing plans that scale with your business, so you only pay for what you need.
  • Excellent customer support – Our world-class customer support team is always available to help you resolve any issues you may have.
  • Comprehensive reporting – Zendesk’s comprehensive reporting tools give you visibility into all aspects of your customer support operation so you can identify areas of improvement.

What Are the Benefits of Zendesk?

As we mentioned earlier, Zendesk is known for its ease of implementation, even in complex environments. There are a lot of different benefits of using Zendesk.


Here are some of the top benefits of using Zendesk:

  1. The user interface is very intuitive and easy to use which makes it a great option even for people who are not tech-savvy. 
  2. There is a free plan available which is great for small businesses or start-ups that have a limited budget. 
  3. You can customize the look and feel of the platform to match your brand identity which helps to create a consistent customer experience. 
  4. It integrates with a wide range of third-party applications which gives you the flexibility to add on additional features as needed. 
  5. The platform is very scalable so it can grow with your business as your customer base increases. 
  6. It offers a number of automation features that can help to streamline your customer support process. 
  7. The knowledge base feature is very helpful for both customers and agents as it allows agents to quickly resolve common issues and provides self-service options for customers. 
  8. The reporting capabilities are extensive and allow you to track key performance indicators such as response time and first contact resolution rate. 
  9. The platform is available in multiple languages which is ideal if you have customers located in different parts of the world. 
  10. The mobile app allows you to manage your customer support process even when you’re on the go.

What is Zendesk’s Competitive Advantage?

Zendesk is a customer service platform that enables companies to provide great customer service. Zendesk’s competitive advantage is its ability to provide a complete customer service solution that is easy to use and scalable.

It has a wide range of features that allow companies to customize their customer service experience.

Additionally, Zendesk integrates with a number of third-party applications, making it easy for companies to add new features and functionality as needed.

Can Zendesk Be Used As a CRM?

Yes, Zendesk can be used as a CRM. It offers a number of features that make it ideal for managing customer relationships, including:

  • A centralized database for all your customer data.
  • Flexible tools for organizing and segmenting your customers
  • Advanced reporting and analytics to help you track your progress and identify opportunities

What is Zendesk Used for?

Zendesk is a cloud-based customer service software company that provides businesses with various customer support tools.


Its features include a ticketing system, live chat, knowledgebase, and community forums.

Zendesk is used by businesses of all sizes in a variety of industries, including healthcare, education, technology, and e-commerce.

Here are some common use cases:

1. Help Desk Software: Zendesk can be used as help desk software to track, prioritize, and solve customer problems. The ticketing system allows businesses to keep track of customer issues and ensure that they are resolved in a timely manner.

The live chat feature allows customers to get immediate help from support agents without having to wait on hold or for an email response.

2. Customer Support Software: In addition to being used as help desk software, Zendesk can also be used as general customer support software. This means that it can be used to handle any type of customer inquiry, whether it’s through the ticketing system, live chat, or knowledge base.

3. Knowledge Base: The knowledge base is a searchable database of FAQs and articles that business owners can use to self-serve their customers. Customers can find answers to common questions without having to contact support, which saves businesses time and money.

4. Community Forums: Community forums are online discussion boards where users can ask questions, give feedback, and connect with other like-minded people.

Businesses can use community forums to build relationships with their customers and create a sense of brand loyalty.

5. Reporting & Analytics: All of the data collected through Zendesk’s various features (ticketing, live chat, knowledge base, etc .) is stored in one place so that businesses can track trends over time.

What Are the Limitations of Zendesk?

Zendesk is a powerful customer service platform, but it does have its limitations.

Here are the major limitations of Zendesk:

  • Zendesk is a visual tool. This means that if you need to report on or analyze data, you’ll need to export it to another program like Excel or Google Sheets.
  • Zendesk can be difficult to customize. If you need to make changes to your workflows or add custom fields, you may need to hire a developer.
  • Zendesk’s paid offers can be expensive. If you need all of the features, such as automation and integration, the monthly price can quickly add up.
  • Zendesk can be slow at times. This is due to the fact that it’s a cloud-based platform and relies on internet connectivity.
  • Zendesk doesn’t offer a free trial. So if you’re unsure if it’s the right fit for your business, you’ll need to sign up for the monthly subscription and hope for the best.

Wrap Up

Zendesk is an excellent customer service platform with a wide range of features and benefits. It’s perfect for businesses that want to provide great customer support and improve their customer satisfaction levels.

The only downside is that it can be quite expensive, so make sure you factor this into your budget before signing up.


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Michael Fied is the founder and CEO of and SpamBurner. In addition, he’s an internationally top-rated and award-winning website advisor and website architect with a global team of 55. You can find Michael on LinkedIn or contact him directly here.

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