Zendesk
Summary
Multi-channel customer service platform.
Type of organisation: Publicly-listed company (or group)
Market share: Market dominance
Pricing: Starting from $5/agent/month
Factors driving pricing: Additional features, More users (publishing-side)
Skills needed to set-up: Needs tool/domain expert to configure
Skills needed to use: Needs tool/domain expert for ongoing use
Requires audience sign-in to use: No, sign-in is optional
Type of organisation: Publicly-listed company (or group)
Market share: Market dominance
Pricing: Starting from $5/agent/month
Factors driving pricing: Additional features, More users (publishing-side)
Skills needed to set-up: Needs tool/domain expert to configure
Skills needed to use: Needs tool/domain expert for ongoing use
Requires audience sign-in to use: No, sign-in is optional
Pros
Open Source alternatives available
Releases new features regularly
Clear data policies
Allows data export
Allows data deletion
Has accessibility statement
Shares diversity data
Cons
Newsworthy security breaches - Zendesk Security Breach May Impact Orgs Like Uber, Slack, and FCC
Full Product Data Collection
Data collected January-February 2020
| Product name | Zendesk |
| Product URL | https://www.zendesk.com/ |
| Parent organisation | N/A |
| Workflow category | Audience engagement & monetisation |
| Date product founded | 2007 |
| Product description | Multi-channel customer service platform. |
| What type of company or organisation is the product owned by? | Publicly-listed company (or group) |
| Is the company profit-making? | Yes, profitable |
| How is this product funded? | Subscriptions |
| What market share does the tool have? | Market dominance |
| Is there an Open Source alternative in this product space? | Yes. osTicket, ((OTRS)) Community Edition, Zammad |
| When did the company last release new features? | Q4 2019: Launch of Zendesk Gather community forum software and Sunshine Conversations unified business messaging platform |
| Have they shared details of the product roadmap? | No |
| Is there talk of the product raising further investment? | No |
| Is there talk of the product being acquired? | No |
| Have there been any newsworthy business issues or challenges in the last 12 months? | No |
| Is there a pricing model listed on the website? | Yes |
| How clear & transparent is this pricing model? | Partly: some pricing listed; must speak to salesperson to confirm |
| What is the range of prices offered? | Tiered pricing for individual products (a wide range of customer service solutions is available), too complex to list in detail, but pricing starts at $5 per agent. |
| What factors drive higher pricing? | Additional features, More users (publishing-side) |
| What skills are needed to get this tool set up & usable? | Needs tool/domain expert to configure |
| What skills are needed to USE this tool day-to-day? | Needs tool/domain expert for ongoing use |
| Does this tool use proprietary file formats for saving documents & outputs? | Defaults to common open standard file formats |
| Is the product reliant on 3rd-party APIs or interoperability to function? | No |
| Have there been any newsworthy technical issues in the last 3 years? | No |
| How clear is the Terms of Service for users (i.e. publishing customers)? | Technical, legalistic TOS |
| Does the product have a data collection & usage policy on its website? (Can be a GDPR statement)? | Yes, comprehensive. |
| Is their data policy “GDPR everywhere”? | GDPR unclear on these details |
| Does the product require your audience to sign-in to use it? | No, sign-in is optional |
| IF SIGN IN REQUIRED: Does audience sign-in use 3rd party platforms? | Yes. Facebook authentication, Google authentication, Microsoft authentication, Twitter authentication, User account also available |
| Does the public product website mention how to export or transfer your data to another service? | Yes: Export publisher metadata, Yes: Export/transfer publisher content |
| Does the public product website mention how to delete your data? | Yes: for both publisher and audience data |
| Have there been any newsworthy security breaches with this product in the last 3 years? | Yes. Zendesk Security Breach May Impact Orgs Like Uber, Slack, and FCC |
| Does the company have an accessibility statement on its website? | Yes |
| Does the company release information on the diversity of the workforce? | Yes |