Zendesk’s SaaS Help Desk System Now Being Used By Over 5,000 Businesses
Zendesk, a SaaS help desk solution, has reached a milestone: the company now has more than 5,000 customers using its platform. Launched in 2008, Zendesk offers a web-based, SaaS-delivered help desk / support ticketing solution that gives companies a simple, cost-effective way to manage incoming support requests from end customers.
Over the past two years, the startup has managed to gain an impressive client list, including Groupon, Twitter, Yammer, Sony Music, TriptIt, Lonely Planet, Foursquare and MSNBC. And Zendesk is adding around 20 new customers per day, says CEO Mikkel Svane. In total, Zendesk’s customers have dealt with over 10 million end users.
Zendesk is also rolling out new and improved community support and knowledge base features that will make it easier for users to create online communities where their customers can chime in with feedback, suggestions, and helpful information about the company or product. Zendesk’s price ranges from $9 to $59 per support agent per month, after a one-month free trial.
The company just raised $6 million in series B funding from Benchmark Capital and Charles River Ventures.
Crunch Network: CrunchGear drool over the sexiest new gadgets and hardware.
INTERESTED IN IMPROVING YOUR CAREER? CHECK OUT …
|
THE CAREER TRANSFORMATION SYSTEM TM SIGN UP NOW! |
Resources
Search Jobs
Post Your Resume to 65+ Job Sites
Resume Service
Below is what I wrote back to Mikkel Svane upon receiving the Zendesk price change e-mail:
====================================================================
Hi Mikkel,
I like the new pricing for the Solo plan, to be able to add more than one agent is very nice and the price is fantastic. Looking over the new pricing for Regular and Plus+ is a bit troubling for me however.
I recently did a presentation to management on the benefits of the ITIL Model and the case for using Zendesk and I’m sad to see the pricing for Regular has went up $10 per agent and the price has went up $20 per agent on Plus+
In my presentation 4x agents for Regular would have been $912 or $712 pre-pad, and Plus would have been $2340 and $1989 respectively, now the prices are 52% higher for Regular and Plus+!
For a organization that we have right now it’s hard enough to justify the case for a ticket system that would only support <100 users, but it’s even harder when you’re a non-profit.
Due to this pricing change Zendesk is a much harder sell than what it was last week. Depending on pricing, we may have to move to a solution such as BMC Remedy On-Demand, Manage Engine Service Desk, or other solutions that provide more value in the software for the price.
For example, Manage Engine Enterprise with 10 technicians is $4995, if I was to go with their Professional it would cost $2495 and $1895 for just their Helpdesk Suite, however for Zendesk the cost would be $3480/$2858 a year for Regular w/ 10 agents or $7080/$6018 for Plus+ with 10 agents.
I am very happy with Zendesk right now, and we will continue to use our Solo account as we start to build towards a better IT Governance and ITIL focused department, we may even upgrade to Regular so we can get our full LAN Administration team (4 agents) on, however our long-term goals will likely not have Zendesk in mind due to the high costs and lack of features; the value just seems to be eroding.
In the end I foresee Zendesk being a critical piece on our journey into better management of our infrastructure and customer service, but not a piece we will stay with for long.
Zendesk is a fantastic product and I’ll likely recommend it to others in the future, it just seems to be passing us by in terms of value. I hope this feedback is useful in the future growth of your product.
Jeremy Carr
LAN Administrator
Like or Dislike:
0 
0
[Reply]
ZenDesk users hit with shocking price increase
A massive number of ZenDesk customers have been left shocked and disappointed at price increases announced this morning by ZenDesk CEO Mikkel Svan.
One poor ZenDesk customer has reported a shocking 300% increase in pricing costing him an extra $2,300 per year.
Angry and cross… customers have been flooding ZenDesk email, support system and phone lines with complains which are being dealt with by what appears to be equally disgruntled staff.
https://support.zendesk.com/entries/174769-introducing-new-features-new-starter-plan-and-new-pricing
Like or Dislike:
0 
0
[Reply]