Zendesk Review – Full Breakdown with FAQs & More

Zendesk is one of the leading customer service solutions in the industry. 

We’ll take a look at what makes this customer support software so good and whether it’s really worth the hype or not. 

In this post, we’ll go over:

  • The features and benefits of Zendesk 
  • What customers have said about Zendesk 
  • The pros and cons of Zendesk 
  • Some Alternatives to Zendesk 
  • Factors to look at when choosing a customer support software 

Before we get into it, let’s have a quick overview of the customer support tools we’ll look at today: 


With an easy-to-use, dynamic interface and features such as pre-determined query responses and full customer history, Zendesk is one of the most user-friendly customer support tools you can get your hands on.

Alternate #1


Freshdesk is a great option if you’ve never used a customer support tool before since it’s very easy to use. It also has a free plan that could be perfect for online course creators.
We would highly recommend it to beginners.

Alternate #2


With a completely customizable interface and features such as live chat and making user categories, you can use Intercom to provide customer support effortlessly on your online course website.

Quick Summary of the Main Product

Zendesk is one of the leading customer care solutions available out there thanks to its flexibility and wide array of features. 

Customers can raise queries (called tickets) in many different ways such as through:

  • Email 
  • Live chat 
  • Social networking websites 
  • Their phone 
  • The web

Furthermore, Zendesk offers features such as the ability to pre-define responses to queries that are fairly common

among your audience.

Features and Benefits

Call Logging, Recording and Reporting 

Zendesk ensures that the entire customer history is properly logged and stored so that you can refer back to it. 

This ensures you don’t miss out on anything important and are able to help your students in an effective and efficient way. 

Alerts and Easy Alert Management

Zendesk provides a really cool feature where you can set it up to provide you with notifications for different scenarios

For example, if a ticket came in more than 24 hours ago and has not been addressed yet, Zendesk will send you a notification informing you of this with the ticket details. 

Customizable Macros for Reducing Response Time

Zendesk provides you with the ability to automate many of its different aspects. 

For example, you can use macros to identify a certain type of ticket and send an automated response to it. 

Ticket Categorization for Easy Organization

Zendesk allows you to categorize tickets and neatly organize them, so you don’t have to spend time looking for a certain ticket. 

You can categorize tickets in a number of different ways via web forms or the web widget.

Pros and Cons

What we liked

  • Easy to use
  • Ticket categorization makes it easy to keep track of them
  • Customer history is neatly logged 
  • Many different methods to interact with your audience
  • Has a smartphone app that is equally easy to use
  • Available in 40 different languages

What we didn’t like

  • Quite pricey, does not have a free plan like its competitors
  • Poor technical support

Social Proof

Just like what we thought, customers using Zendesk are almost all quite happy with it. 

People love how fast and easy to use it is as well as how simple it is to keep track of tickets with Zendesk. 

Here are some reviews we came across: 

Similar to Zendesk (Recommendations)

#1: Best Affordable Customer Support Tool – Freshdesk Review

Freshdesk is a great customer support tool that provides the option to interact with customers via: 

  • Email 
  • Phone 
  • Chat 
  • Social media

It even has unique features such as an AI-controlled chatbot. 

The great thing about Freshdesk is that it offers a free plan that could be of great use to you as an online course creator. 

Factors to Consider Before you Decide to Buy Freshdesk

Ease of Use: Freshdesk is incredibly easy to use and can be a great option for someone who has no experience with customer support tools. 

Pricing: As mentioned earlier, Freshdesk offers a free plan that you can use. If you feel the need for premium features, you can go for the paid plan but we feel the free plan will be enough for an online course creator. 

Technical Support: The technical support is fairly lackluster. While our experience with support was pleasant enough, we’ve come across many reviews online that have complained of Freshdesk’s careless technical support. 

What we liked

  • Easy to use
  • Offers detailed customer analytics
  • Fully integrated with Facebook and other social media platforms
  • Support portal offers customers the option for self-service
  • Easy merging and rerouting of tickets

What we didn’t like

  • Does a poor job of keeping track of customer data
  • Not very customizable

Best Affordable Customer Support Tool

The best affordable customer support tool is FreshDesk thanks to their free plan which offers a decent amount of features you can use as an online course creator.

#2: Best Multi-Platform Customer Support Tool – Intercom Review

Intercom advertises itself as a tool that “helps you build better customer relationships”. The way it does that is through personalized messaging as well as bots. 

It gives you the option to save replies for common questions in order to save time. 

Furthermore, it offers support for a bunch of different platforms such as: 

  • Social media 
  • Websites 
  • Phone apps (both iOS and Android) 

And much more.

Factors to Consider Before you Decide to Buy Intercom

Ease of Use: Intercom is designed keeping in mind that it’s not difficult to use for beginners. It’s as easy to use as it is to set up. 

Pricing: Their pricing is fairly expensive and might not be affordable to you if you’re just starting out. 

Technical Support: Their customer support is genuinely empathetic and strives to ensure that your problems are fixed as soon as possible.

What we liked

  • Features alerts for unaddressed tickets
  • Integrated with many different platforms
  • Chat logging is easy and detailed (including chatbot conversations)
  • Intuitive user interface
  • Great technical support
  • Help/FAQ articles are available if you can’t figure something out

What we didn’t like

  • Their pricing is steep and also confusing

Best Multi-Platform Customer Support Tool

The best multi-platform customer support tool is Intercom since it’s integrated with many different platforms including social media, phone, web, email, chat, etc. 

Tip: Take a look at the best customer support tools before making a decision for your online course.


Guide to Buy

Ease of Use

Your software has to be easy to use and navigate to ensure your response time to customers is as fast as possible. 


As an online course creator, you won’t have a lot of money to spend. 

Hence, ensure you go for something that isn’t too pricey. 

Technical Support

If you run into any problem, it’s of paramount importance that technical support solves your issue as soon as possible. 

This is because your issue may be causing you to not be able to solve your customers’ problems. 

CLICK HERE if you want to know more about customer support.

Take a look at our website to learn all there is to start an online course business.

Wrapping Things Up…

Zendesk is an amazing customer support tool that is used by both large corporations and solopreneurs alike. 

It’s intuitive to use and also loaded with features. 

Let us know in the comments what you think of Zendesk.

CLICK HERE to learn more about how you can effectively manage your online course.