Zendesk Review

flag 200M professionals & intelligent leads
  • Sales CRM to help you accelerate revenue

  • Email intelligence and automation

  • Dedicated team of experts

  • Fully-customizable platform

Pros & Cons

  • Access to an API to further extend the functionality of the platform
  • The ability to use contact enrichment to get more context for leads
  • Can prospect for leads using the database of 200 million professionals
  • Detailed information can be stored for each contact and custom fields created to meet your needs
  • It only allows you to create a single sales pipeline in most plans
  • The entry-level plan only integrates with Zendesk Support

Plans & Pricing

Zendesk has simple and straightforward pricing. There are four core plans which are divided based on usage limits and the features that are available to individual customers.

Sell Team

The Sell Team plan starts at $19/month per user when paid annually. It allows customers to have up to three paid users, duplicate detection, a single sales pipeline that can be customized, task management, appointment setting, email integration, and call tracking.

Sell Professional

The next plan starts at $49/month per user when paid annually. It removes the three-user limit and introduces additional features such as round robin distribution, bulk emailing, unlimited email templates, lead forms, exporting data, access to the Zendesk API, sales forecasting, and goal tracking.

Sell Enterprise

The Sell Enterprise plan is $99/month per user when paid annually. It adds a total of two customized sales pipelines, lead scoring and deal scoring, product books, the ability to customize notifications, task automation, scripts for calls, power dialing automation, more integrations, and activity reports.

Sell Elite

The largest plan that Zendesk offers is $199/m when paid annually. It removes the limits on sales pipelines, access to the specialized APIs, a performance dashboard for individual reps, a more robust sales insights report, and even a success insights report.

Zendesk Sell’s price is in line with other CRM platforms. The major drawback is the limitation placed on all but the largest plan when it comes to the number of sales pipelines that can be made.

Sell Team
Sell Professional
Sell Enterprise
Sell Elite


Zendesk is a well-known giant in the customer service space founded in 2007 by Mikkel Svane, Morten Primdahl, and Alexander Aghassipour. In recent years, it has made inroads into the CRM space with its product called Sell. It’s designed for small, medium, and large businesses that are keen on increasing efficiency and streamlining their sales processes.


  • "Price"
    9 /10
  • "Features"
    7 /10
  • "Ease of Use"
    8 /10
  • "Help and Support"
    8 /10

Features and Functionality

Zendesk Sell brings together the most important CRM features and tries not to fall for the feature bloat many mature CRMs have. You’re able to track emails, store and edit contact information, automate certain tasks, and much more with the platform.

Email automation

Sell allows you to automate email creation by including merge tags in your templates and cutting down on manual errors. You can even set up a series of emails to go out and tasks to trigger based on the activities performed by leads. The end result is more personalized campaigns that boost conversions.

Call management

Sales often requires in-person meetings and phone calls before the deal can be closed. With Sell, calling is done with a single click, and all call activity is tracked so you can create a more comprehensive contact profile. You can even upload and save scripts for sales reps to use when interacting with your clients. You also have access to relevant call analytics to better understand performance and outcomes produced.

Enrichment and prospecting

One of the most challenging aspects of sales is prospecting. Entire teams are dedicated to the discipline – especially in larger organizations. Zendesk Sell has the ability to enrich contact data and find the right kind of prospect through its database of over 20 million businesses and 200 million professionals.

Ease of Use

Zendesk Sell has its own nuances that need to be mastered before you can use it to its full potential. There were a lot of kinks and issues previously but the team behind the product has been working to smooth them out.  As far as usability, there is a learning curve so you’ll need to dedicate a bit of time and energy to understanding how Zendesk Sell does certain things. The documentation is helpful in this regard so you shouldn’t be lost when figuring out some of the more advanced features. To put it simply, it’ll take a few hours to get set up and a few days to become proficient with the platform. If you’ve never used a CRM before you can extend those time frames.

Contacts & Users

The contacts section in Zendesk is relatively straightforward. You have a master list of contacts when you open the desired interface. If you click on an individual contact, you can edit the contact record, include more information, and create custom fields to each contact record to save important information.

The pipelines follow a standard process of incoming, qualified, etc. These individual stages can be changed and additional steps added to your pipeline to reflect the sales process in your business. When you click on a specific pipeline stage, the relevant prospects are highlighted and you can things like potential value, name, and other simple details before drilling down into the contact record.

Reporting & Integrations

The CRM has integration with Zendesk Support right out the gate. If you want more advanced integrations, you’ll need to upgrade to the higher plans. Those plans include integrations with platforms like HubSpot, Mailchimp, Zapier, and even the core API.

Zendesk Sell also comes with multiple ways to slice and dice your data. There are two dozen charts and graphs that can be used to visualize information, you’re able to forecast using multiple criteria, and access multiple pre-built sales metrics. Of course, you can customize which reports you see to only get the data that matters to you.

Customer support

Zendesk offers multiple channels for support. This is due to the more mature Zendesk Support software. The sales reps are knowledgeable about the platform but there are times when they drop the ball. Phone support can also be difficult to reach for many customers. If you want a quick response, live chat is your best bet.

  • Phone Support
    This support channel is available to customers.
  • Live Online Chat
    Live chat can be accessed by all customers and is usually the fastest way to contact a support rep.
  • Email
    Email support is also available to all customers and will usually reply within a few hours.
  • Video Tutorials
    There are multiple training and demo videos on its official YouTube channel.
  • FAQ
    There are multiple FAQs on various web pages and a growing knowledge base.
  • Community Forum
    The company also maintains a community forum where customers can ask questions and interact with the larger community.
  • Blog
    Zendesk manages a blog that covers sales, customer support, and other relevant small business topics.

Final Word

Zendesk Sell is relatively new but it was created by a software juggernaut. Due to that, it came on the scene with all the features you’d expect from a mature CRM. It lets you create custom pipelines, has solid contact management, provides tools to enrich contacts, lets you access multiple types of reports which can be further customized, email marketing and automation, and provides multiple support channels.

Though Zendesk Sell has solid features, it does drop the ball occasionally when it comes to customer support. Another thing to be aware of is the limitation placed on the number of custom sales pipelines you can create and the lack of integrations on the lower plans. If this isn’t an issue for you then Zendesk will be able to serve you properly with its well-developed features.

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Daniel Ndukwu>
Daniel Ndukwu

Daniel is a small business owner at large helping his peers navigate the challenges they experience on a day to day basis. His philosophy is simple, if it isn’t broken you can still make it better.

We make the best effort to present up-to-date information; however, the terms of each offer can be revised according to the service provider’s discretion. The above shall not be considered as an expert or professional advice for any matter.

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