Zendesk Reviews

I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.

I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in.

Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could be improved as compared to Talkdesk.

I have been using Zendesk for three years.

I rate the solution’s stability a seven out of ten.

I have previously used Talkdesk, Freshdesk, and 3CX.

From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.

Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy.

Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk.

Zendesk is an easy tool to use, especially when considering integration with other systems.

I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools.

When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut.

Overall, I rate Zendesk eight and a half out of ten.

My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.

This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.

For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions. 

As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests. 

I have been using Zendesk for the past 2 years. 

The platform has been stable and mature, with no reported issues or difficulties in usage from our customer success teams.  

My experience with Salesforce Essentials has been positive in terms of scalability and I’ve witnessed organizations scale rapidly.

I believe Zendesk and FreshDesk are among the better tools available, especially for medium-sized businesses scaling up. But I haven’t used them personally. I've heard that Zendesk is more popular and commonly used in customer service-related functions.

I'm using the cloud version of Salesforce Essentials, so we haven't customized it using APIs or deployed any specific configurations.

I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others. 

My main use case for Zendesk is as an alternative to GitHub issues.

A quick specific example of how we used Zendesk day to day is that we'd review the task board every morning for stand up.

The kind of tickets I would typically see there were feature requests.

The best features Zendesk offers include being a good alternative to GitHub issues, but I don't know what else it offers beyond that.

When I say it's a good alternative to GitHub issues, it was just something different, and I'm not sure why exactly we ended up using that one over GitHub.

Zendesk has not positively impacted my organization.

Things mostly stayed the same in terms of workflow, communication, or ticket management when my team switched to Zendesk.

I don't have any suggestions on how Zendesk can be improved.

I have been working in my current field for eight years.

Zendesk is stable in my experience.

Zendesk's scalability is fine.

I'm not sure about the customer support for Zendesk.

Negative

We used GitHub issues, and I wasn't there when we switched to Zendesk.

I'm not sure how Zendesk is deployed in my organization; we just access it via a website.

I was not involved in the pricing, setup cost, and licensing.

I was not involved in evaluating other options before choosing Zendesk.

My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at.

My company does not have a business relationship with this vendor other than being a customer.

My overall review rating for Zendesk is 6.

Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.

Zendesk Support has a lot of good APIs. They have support for triggers, whereby instead of us monitoring Zendesk Support's system for any change, it will notify us when a change happens. So it takes a lot of our load away.

The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay. You get a new ticket on Zendesk and are able to view it in your browser, but when our program queries it for new tickets, we won't get that ticket. That takes some time to sync, and if the solution could speed it up, it would improve our work very much.

The solution’s stability could be improved.

Our customers have been using Zendesk Support for more than one year.

Sometimes, when I query for new tickets, I get open tickets and vice versa. Zendesk Support is not a stable solution because it has some bugs.

I rate Zendesk Support a seven out of ten for stability.

Three people are using Zendesk Support in my organization.

Zendesk Support’s initial setup is easy.

If you are using Zendesk Support programmatically, always check for inconsistencies and expect it to be unstable. Perform your own additional filtering on the data you receive to confirm whether the data you've received is what you are looking for. Also, catch the errors it reports sometimes.

Overall, I rate Zendesk Support a seven out of ten.

The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.

The most valuable aspect is transparency. Everybody can see everything, including all of the tickets, even from different departments. It doesn't have many tags. It is not as time-consuming as Freshdesk, for example, is. There was literally just one link and you click on that link and the ticket is basically assigned to your name. That's pretty easy. There is a drop-down menu from where you just choose, let's say, the name under whom you want to assign the ticket, and then the ticket will be assigned and the person notified. 

When I first started, I was added as an employee, not as an administrator, and the access for an employee would allow you to see all of the tickets from all of the departments. You could assign tickets to different departments and you could actually remove tags if you needed to. After a while, we started having new hires and they were also added as employees. Their access was meant as employees. Then, Zendesk changed their terms and conditions, their licenses, and what those licenses actually have, including what type of access they offered and employees couldn't, for example, see all of the tickets from all of the departments. They couldn't really move, add tags, assign tickets to different departments, et cetera, however, even though they have the exact same access as I do. The features were limited, even though they had the same access as we did.

Since those features were now added into administrator access and you couldn't give administrative access to new hires, you can also see a lot more information for reports and stuff like that. This is basically none of their business, so this is why we changed to Freshdesk.

I've used Zendesk since 2018 as I also used it in my previous company for two years and then at my current company as well. I would say I'd use it for maybe three or four years. It's likely been three and a half years.

We rarely had issues with Zendesk. Even the workflow rarely gave us issues. Sometimes, from time to time, due to the fact that we receive a lot of different notifications, Zendesk would recognize it as spam, so we would receive a lot of our own important tickets in spam, so we had to remove it from spam and move it to the inbox. This was the only issue. However, this is what every email address does anyway when you send a lot of tickets from the same project.

The scalability was good. We had a lot of tickets and never had an issue.

We had 20 to 25 people using the solution. We had departments like customer support and operations on it. 

We've never directly dealt with technical support. Another department was responsible for support items.

We have implemented Asana recently and use it in a similar fashion. I've also used Freshdesk which had too much tagging and was too time-consuming.

If I could compare Zendesk support with other ticketing systems, like Asana or Freshdesk, Zendesk and Freshdesk are very similar as opposed to Asana. Asana is just for if you are creating tasks. Here, you actually send an email in Zendesk or Freshdesk. I feel like that's the main difference when it comes to Freshdesk and Zendesk. It's much more transparent, and it's very organized. With Freshdesk at the moment is not really automatic in terms of translations. You have to write everything in English and if you want to translate it to Spanish, then you have to copy and paste it to a different tab, and then from there, you have to translate it and then add it. With Zendesk, everything is transparent. As soon as you click send, the text is going to go translated.

I'd recommend the solution to others.

Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time. Users can see if somebody else is doing the same ticket or if somebody else is looking at the same ticket. If you click on a client's email, you can see all of the tickets, and all of the correspondence that you have with that email address. There are maybe three or four different statuses that a ticket can have so that it is not confusing. It's pretty straightforward, very transparent, neat-looking, and very well organized.

I would rate it ten out of ten.

We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.

Tracking analytics through Zendesk has given us insight into request complexity and helped maintain SLA compliance. By tracking not just closure but closure against certain KPIs, we've experienced enhanced productivity and accountability.

The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes.

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as well as a knowledge base similar to ServiceNow's.

I have been working with Zendesk for more than fifteen years.

Zendesk is easy to customize and integrate into existing workflows, as per my understanding.

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

Zendesk seems to be a more cost-effective product compared to ServiceNow, which offers more features.

I recommend maintaining a manageable price point.

I would rate it a seven out of ten.

We are a service provider and provide our customers with services.

The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal.

The price of the solution should be reduced.

I have been using Zendesk Support for approximately two years.

We have approximately 150 customers using this solution.

I rate the scalability of Zendesk Support a ten out of ten.

We have our own experts that we use for support. Additionally, the solution is easy to use and it does not need a lot of support.

I was previously using ManageEngine. We switched to Zendesk Support because of the data from the Gartner website. We trust their information.

The initial setup of Zendesk Support a ten out of ten.

There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high.

I rate the price of Zendesk Support a one out of ten.

I recommend this solution to a service provider.

I rate Zendesk Support a nine out of ten.

The first time I sued this product, I was working for a fast-growing startup and there was a lot of software. In terms of the service, there were 60% of questions based on issues. We could do a customized answer or handle customized activity to address this. However, 30% to 40% repeated certain questions over and over. We were able to prioritize our design based on these. Knowing what people were asking about gave us a direction. They helped us to prioritize features. 

We saw a decrease in the number of tickets. It was at least 25% less. There was an increase in customer satisfaction. And that was due to the fact that this solution helped us see what we needed to see and prioritize based on what most people wanted from the company. 

What is cool about Zendesk is that they invest a lot in their documentation. If you spend a reasonable amount of hours reading the documentation, you can have a good understanding of how the solution works. 

By default, by just using their predefined templates, you can get something very nice. 

I like how it works together with support. With Zendesk support we can insert articles in our resolution to close the ticket. Your colleagues can collaborate on everything as well including work and updating an article.

The fact that you can set up an approval process, where everybody can have their own opinion, however, in the end, I was the one that was validating or not. 

The insights they provide are great. For example, you can find out what are the most popular articles? What are the articles that are not that popular? What are the keywords that people search? In that case, if they don't find anything or almost nothing, that is a clear trigger for us to write an article or improve a current one about a specific topic based on search trends.

What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.

If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". 

The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article. It has 25 to 30 reviews, however, that's not right as 80% of those reviews were by my team, not by the customer. They need to find a way to separate internal link clicks from external ones. 

I've used the solution since 2014. I've used it across two different companies. 

The solution was stable. I never had issues. The scheduled maintenance was announced well in advance and was on the weekend during hours that I wouldn't have considered work anyway.

If you wanted to scale from ten agents to 1,000 agents, then it's tricky to do it by yourself.

That's the moment when you should go for an implementation partner or something. I tried to do it by myself. I tried scaling from three or five people to 30 people. And the biggest problem is when you have a structure, and you change the structure. I found that when I was doing extracts, I had a lot of data on the previous structure and I didn't have data on the current structure and I had to do a lot of manipulation in Excel. Basically, you are losing a lot of data in analytics at the moment you decide to change the structure of your team.

In my previous company, 30 to 40 people used this product. 

Support is not great. Their support is that specific support you get from a big American tech company. For example, instead of help, if you ask something specific, they point to an article with generic information.

That's why, if you don't figure it out by yourself, honestly, you are screwed. They don't help.

I can understand why it's like this. At the end of the day, you pay several hundreds of dollars per month. Only one person in the US is maybe paying $100,000 per year. I can understand why they are trying to optimize things, however, to do this through documentation, I don't know if it's effective. The bottom line is, sometimes when you ask a human question, you would like for them to receive a human answer. To get a human, sometimes it takes three days, sometimes one week.

There seemed to be only one guy handling my ticket. They were based in the US, and if I was trying to chase information about a ticket, it would take a while. They relied far too much on documentation and sharing articles. However, this seems to be a very American approach to technical support. 

Previous to having Zendesk, my company used a European solution called TOPdesk. We were the mother company, and we forced them to eventually use Zendesk. With this previous solution, we had more flexibility in building fields, however, it was a nightmare to do the integration and transition due to too much flexibility. That's why we switched.

I left the Zendesk world for Salesforce. So I'm not up to date anymore with what they're doing. I stopped using Zendesk almost a year ago. Salesforce was brought in so that we could have everything in one place. We wanted a CRM solution.

In terms of the initial setup, if you spend a reasonable amount of time reading documentation, you can do it by yourself with no issues. There might be one line of code. Not even. You can totally do it with point and click. That's very nice. 

We were a very small company. If we switched to anything to help make things more efficient, and we immediately saw an ROI. This was true with Zendesk as well. 

We found the solution to be a bit expensive. We were using the level just below enterprise grade. 

There aren't really any extra costs beyond the standard licensing. 

I'd advise those using Zendesk to make sure to connect Guide to analytics and to check what your customers are doing and improve the content according to their needs. This is the most important thing you can do.

I'd rate the solution at an eight out of ten.