Zendesk Reviews

I'm in support and I'm using it basically for incident management and things like that.

It's very convenient to use. 

We can add the time, including the time it takes for a particular incident ticket to be resolved. It's convenient that we can add the time taken for each incident ticket. It helps illustrate how long issues take to resolve.

The solution is quite fast.

It is quite a stable product overall.

Zendesk used to have a whole reporting tool, which they have actually terminated. That has been a small blow for us, however, it used to be a feature where they had that tool that allowed you to just have reports on the go, on the fly. They should bring this feature back. 

They have something called Zendesk Explore, which isn't as good as what they had in place previously. The reporting and analytics part should be improved even more. The effort taken from the user side to configure the reports is a bit more when it's compared to the solution that was there earlier. 

I've been using the solution for about one year or so at this point. It's been only a short while.

We've found the solution to be very, very stable. It doesn't crash or freeze. There are no bugs or glitches. It's quite good.

I used to use TOPdesk. We switched to Zendesk. Now we are comparing the two to see which we'd prefer. Some of my colleagues are still using TOPdesk, however, I am exclusively on Zendesk.

I'm actually currently working on a comparison between this solution and TOPdesk. I'm also looking at Jira Service Management, however, I don't know if it is the best out there or not.

We are just customers and end-users. We aren't partners with Zendesk and we don't have a business relationship with them.

I'd rate the solution at an eight out of ten. Largely, we have been happy with its capabilities.

I'd recommend the solution, especially if a company is considering a choice between this and TOPdesk. TOPdesk is somewhat inferior and Zendesk is a better choice. 

Since I'm the main user for the retail site I haven't had to deal with any multi-user issues so can't comment on that. The 'mark as spam' and setting up tickets with certain titles to be automatically solved/deleted is probably the most important feature for me. Weeding out spam and tickets that don't warrant any attention is extremely valuable when it comes to time-saving.

Zendesk allows you to manage Twitter messages, Olark chats and phone messages all in one place. It's a great hub for all of your customer service issues and not sure how tough it would be to manage all incoming inquiries in a timely manner without it.

Right now, Zendesk does what we need it to do for us. I've had a few issues setting it up to receive incoming facebook messages. Not sure if this needs attention on the backend or if I just need a rep to help with the setup, but like I mentioned earlier, if they reached out to us from time to time to discuss how we could improve the use of their program to help us function more efficiently that would be great.

I think there's always room for improvement, but right now it fits our needs just fine.

I've been using it for little more than a year and we had it for another year or two before I signed on with the company. I'm the main user for the retail site and I'm usually on it roughly six days a week.

The setup was fairly easy.

There have been non issues with the stability.

The scalability isn't an issue for us right now.

Good. I really wish they had a chat feature - like Olark for example. But I guess it makes sense. Olark is chat program and Zendesk is a support ticket program. That said, chat would be useful. No reason they shouldn't have this deployed at this stage of the game. People want / need answers immediately. They don't want to send in a support ticket and wait for a response.

Zendesk has been with us from the beginning.

Zendesk was implemented before I came on board with the company, but I've had several discussions with the zendesk support team to improve / setup certain features. Advice - Do your research. Read their content. Talk to their support team. And put a proper amount of time into setting it up so that you know all the ins and outs of the program. There could be features you're missing out on so explore and connect with the zendesk team to make sure you're accessing everything you need to be successful and efficient going forward.

Zendesk is an invaluable tool. It's tough to put a price tag on it, but it's definitely worth the investment.

This is pretty much the only customer service solution I've used for this purpose so can't compare it to anything else. It gets the job done and there's not much to complain about in terms of functionality and results. It'd be nice to have them check in from time (or once a month), examine our usage and relay any information that they think might be useful for us.

In a nutshell, it's a great tool that allows you to manage all your customer service issues in one location. Not sure where we would be without it, but response time is a crucial element when it comes to customer satisfaction, and zendesk helps us manage all of it at a high level.

We run our support and customer services flow through Zendesk. The primary use for the solution is customer experience and assistance.

There are a lot of features to speak about. The solution has a strategic vision indicator that is a plus for me because I need to understand our customer's reason for contact, what kind of customers contact us, what issues are most frequent, what kind of issues we can solve in a better time, or the time of the day do we give support. This allows us to improve ourselves as a business.

The solution is very critical for us because we can extract information about Net Promoter Scores which is in general terms, the satisfaction of our customers, we can prioritize some developments or improvements that we need to make in our systems. 

The feature to move over my customer experience team tickets for different specialists is very valuable for my team.

The customization that is in place is really fast.

A very complete solution.

The solution could integrate better with QR codes from some websites such as Facebook.

They do not have any operations in Brazil for invoicing, this forces us to deal with international invoices which cause us some difficulties to close accounts in our accounting department. Making invoices in Brazil would be beneficial, other companies allow this such as Amazon Web Services.

We have been using the solution for three years.

The stability is really good considering we are international and the internet works really well.

We never suffered any stability or any difficulty increasing our operation. Some parts of the month we have more flows of transactions and more cost. We can run with no problem, we do not have any delay operating. 

Currently, we are upgrading and going to be having more users inside our company. We are hiring more people and we are very satisfied.

We have 16 users currently and by the end of the months, we will have 23.

We had no problems with their technical support.

We started three years ago with their support solution for proof of concept. We made a small proof of concept to in our company. That proof concept ran really well and we started to apply it with our users. It all went so fast, the starting process and deploy were so easy. The deployment took about one week.

The price is very competitive.

My advice for others thinking about purchasing the solution is to understand the purpose. Zendesk is not a solution for sales. I know that they tried to have a solution for sales but it is a customer services solution. They designed the solution for customer services and adapted it for sales. When we used this solution it turned out to be very poor. Zendesk is a very good world-class solution for customer services, not for sales. For sales, there are better solutions such as Salesforce. 

We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk.

I rate Zendesk Support a nine out of ten.

We've been satisfied with its general capabilities. 

The stability has been very good.

The licensing model needs to be more customer-friendly. At the moment you have to buy different pieces. ServiceNow, for example, provides just a part of their premium.

There needs to be better insights and analytics. Right now it's lacking.

The dashboard could be better.

We haven't bought service provisioning. We haven't bought the knowledge base, those were part of the main product. The chatbot is there, however, we tried it and it was lacking.

I've been using the solution for over seven years. It's been a while. 

We have found the stability to be quite good. It's reliable. There are no bugs or glitches. It doesn't crash or freeze.

We also are familiar with ServiceNow which has better licensing and better analytics. It also has a nicer dashboard.

I wasn't a part of the implementation process. I wouldn't be able to comment on how it went or what was involved. 

The licensing should be more extensive and not broken into individual pieces. It's hard to figure out what you need at the outset.

We are a customer and an end-user.

I'd rate the solution at a six out of ten. It's good, however, it lacks a few features across different areas. 

Zendesk helps differentiate our staff into the different business units that they are responsible for.

Additionally, this add-on helps us with reporting on the specific areas of the business we need to track separately.

Second to the add-on is the Help Center. In conjunction with the multi-brand feature, using the Help Center by brand allows us to segment answers by business segment and allows our customers to find an answer before they contact support. The helpdesk feedback and tracking allows us to monitor if a helpdesk article is effective or not, thus allowing us to consistently improve our helpdesk service.

The overall user interface was a vast improvement over our previous tool. It allowed our service reps to capture and log all activity related to an inquiry much faster than before.

The semi-integration between Zopim and Zendesk works without a problem as well, and was well received by the team as being easier to use than our previous tool.

Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves. The knowledge base search is also old and only keyword based. Any large knowledge base – much like Zendesk Corporate Knowledgebase – will return many irrelevant responses.

Also, the inability to design a what-you-see-is-what-you-get interface for the reps unfortunately can affect rep performance as they have to scroll past field they don’t need to touch.

To date we have had no issues with scalability.

Service and Support are excellent. Whilst the knowledge base leaves a lot to be desired and the push to use the community is as annoying as it is unreliable, if you do contact support they are responsive and thorough.

We used a support product from Oracle. It had all the bells and whistles, however it was dated and very expensive as well as hard to maintain without a developer. Zendesk saves us over $50,000 per year and can be maintained in-house by our staff.

Deployment was very easy. In fact, very little assistance was needed from Zendesk Support.

If you understand CRM strategy and basic set up you can start using Zendesk out-of-the-box. Customization and maintenance are easy.

There are several shortcomings in the product when compared with other tools such as the ability to create child incidents, assign and track tasks related to the completion of an incident, and then to report on them are a challenge and require add-on tools.

I implemented this tool myself. Their implementation coach was great, but there was little help other than coordination needed from Zendesk. I found many times they couldn’t offer a solution to my questions, and I either had to do a workaround or figure out a different way of doing things. When I did need to get engineering involved they were very helpful and engaged in developing a solution.

ROI is easily over $50,000 per year.

Licensing is fairly flexible and they have fairly standard licensing offerings. The sales team did work with us on a solution for our particular need.

Develop your reporting requirements early as you may have to implement customer fields or applications to be able to get what you need.

Also, document exceptions outside your normal service flow in order to get the Zendesk implementation team up to speed early to learn if what you want can be done.

Lastly, review the apps store to see what you might need so that you can implement those capabilities up front.

A very useful feature in Zendesk is the Ticket Sharing option, because it eases the communication between the Customer Service team and the other departments and it keeps all information in one place.

Another important feature is the Satisfaction Rating. As we try our best to provide our customers with professional support, it’s extremely helpful that they have the option to rate our service and give an overall feedback on how they perceived the entire support process.

I would also give a thumbs-up for the various channels you can connect Zendesk to, making it very easy for the user to manage all incoming and outgoing requests with one tool.

And I like that we can separate the public comments from the private ones without having to use different communication tools.

Zendesk is a smart tool, helping us to become very well organized and, if necessary, to rethink our business strategies.  ,We have a real-time overview on all requests coming from different channels, we can set service level agreements to meet our customer’s expectations and we can also monitor and evaluate our agents’ activity, managing to adapt and establish their tasks according to the work flow.

As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/ 7 support. Due to the fact that it is used by a large number of countries, being on different time zones, sometimes it can take up to 2-3 days for the Zendesk support team to fully solve an issue or a request. 

We have had no deployment issues.

There have been no issues with the stability.

We have had no problems scaling it for our needs.

The first reason I would recommend Zendesk is that this is a user-friendly and easy to customize tool. Due to the various options and applications that Zendesk offers we were able to personalize this tool to match our most important business requirements. And it can be accessed from almost all types of devices.

Also, a very important fact is that you can integrate more than one business in the same tool. This is crucial for a company that hosts several different businesses. All companies with high standards should use Zendesk because it's a reliable tool, constantly improving the old features and also bringing new ones on the market, in accordance to the their customers’ needs.

As a conclusion, I would advise Zendesk users to carefully read all documentation that this tool comes with. I consider this to be one of Zendesk’s strengths, because the documentation is very detailed and contains complete guides for any change you will want to bring to your new tool.

I think it’s the view function, the privilege setting of different roles and spam filter, it helps us work more efficiently in ticket resolving and the data security.

We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%.

It's expensive.

I have been using this for more than six months,

We have had no issues with deploying it.

We have had no issues with the stability.

We haven't needed to scale as our helpdesk is quite small.

They have a very good Q&A page/system, I will give them the best rating.

We didn’t use any other ticket systems.

It's very easy and straight forward with a strong Q&A system supported.

I was the person who set up everything, I would say it’s very easy to set it up for a person who has adequate computing knowledge.

The price is not cheap but it’s affordable for us. I think we are on the second cheapest deal.

We were looking for a solution and we found Zendesk.

The cloud web app is the single most valuable feature for me.

It allows employees to work remotely and to reply to the customer on the go.

It would be easier to setup if there was metadata available and an API guru resource available. This would help in migrating user information from old platforms to Zendesk.

We've been using it for over two years.

Zendesk's support team are available 24/7 for the enterprise-level customers. Though certain bugs are not immediately resolved, they do get resolved within a reasonable amount of time.

Previous product used was Oracle RightNow. The solution was bulky, only supported Windows at the time, and costly to configure. Zendesk, on the other hand, can be configured on the fly, works with any web browser, and comes with mobile apps for on-the-go staff.

Everything was very straightforward. The biggest huddle was migrating the users' information out of the old platform into Zendesk. I'm sure it's easier if there is metadata available and an API guru resource available. We did not have any at the time, so it was a manual process. It was a lot of straightforward repetitive work.

The ROI is amazing. We had a team of 21 and were able to reduce it to seven members, and they are able to handle the same load.

Get the Enterprise edition to start with. It has an excellent support team to answer all questions you may have. If migration of old tickets can be avoided, it will be much faster and cheaper. Don't forget those legacy links pointing to the older KB in the old support portals as those may have been hard-linked from the web app/desktop app or elsewhere.