Zendesk is a customer service platform designed to help businesses of all sizes build better relationships with their customers. Aimed at startups as well as large companies, this tool centralizes all interactions to offer fluid and effective support. In 2025, Zendesk is establishing itself as a reference solution for businesses looking to optimize their customer communication and improve the productivity of their support teams. Its promise is simple: to transform the customer service from a simple cost center into a real engine of growth and loyalty.
Zendesk is primarily used to centralize and manage customer interactions across multiple channels. Whether requests come from email, live chat, social media, or the phone, everything is packed into a unified interface. The main benefit is faster and more consistent problem resolution, which increases customer satisfaction and agent efficiency.
For an SME, Zendesk makes it possible to structure its customer support from the start. For an e-commerce site, it helps to manage peak requests during periods of high activity and to track conversations related to orders. For a SaaS business, it's ideal for managing technical support, creating knowledge bases, and running community forums.
✅ Benefits
❌ Boundaries
Zendesk offers several pricing plans for its software suite, with prices per agent and per month, generally billed annually for a lower rate.
A free trial is available to test the features before committing.
Our experience with Zendesk confirms its leading position in the customer service market. The platform is robust, reliable, and offers functional richness that can transform the way a business interacts with its customers. The unified agent interface is a major strength, as it saves valuable time by avoiding juggling between different tools.
The strengths we observed were its ability to adapt to complex workflows and the power of its analysis tools. However, it is true that cost can be a barrier and that the initial setup should not be underestimated to derive maximum value from it. Zendesk is best suited for growing businesses and large businesses that need a centralized omnichannel solution that is ready to grow with them. For very small teams with basic needs, the tool could be oversized.
Final grade: 4.5/5
If Zendesk doesn't fit your needs or budget, there are several alternatives worth considering.
One of the great advantages of Zendesk is its ability to integrate with a very large number of third-party tools via its marketplace, which has more than 1000 applications. This connects Zendesk to your existing software ecosystem.
Zendesk also offers a robust API for developers who want to create custom integrations.
For more in-depth support in integrating Zendesk into your projects and to ensure you get the most out of the tool, do not hesitate to call on experts. At TurnK, we can help. Contact us to discuss.
The Zendesk ticket system is a central feature that converts all customer requests (emails, tweets, calls, etc.) into tickets. Each ticket contains the full conversation and can be tracked, prioritized, and assigned to an agent, ensuring that no requests are lost.
Zendesk is primarily a customer service platform, but it also includes a sales CRM called Zendesk Sell. It allows sales teams to manage their pipeline, track interactions, and improve productivity, all in one place.
Zendesk integrates AI to automate answers to common questions via bots, intelligently sort and prioritize tickets, and provide agents with suggested answers and macros to speed problem resolution.
Yes, Zendesk is highly customizable. You can adapt ticket forms, fields, workflows, workflows, workflows, reports, and the look and feel of your help center to match your business processes and brand.
Zendesk caters to a wide range of businesses, from SMEs to large multinationals. It is particularly suitable for businesses looking to manage an increasing volume of requests across multiple channels and who want to professionalize their customer support.
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