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CEO at Finanblue
Real User
Complete features, highly customizable, critical for business and support is good
Pros and Cons
  • "The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
  • "The solution could integrate better with QR codes from some websites such as Facebook."

What is our primary use case?

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

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

We have been using the solution for three years.

Buyer's Guide
Zendesk
November 2024
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
824,067 professionals have used our research since 2012.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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.

How are customer service and support?

We had no problems with their technical support.

How was the initial setup?

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.

What's my experience with pricing, setup cost, and licensing?

The price is very competitive.

What other advice do I have?

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.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
PeerSpot user
Helpdesk Technician at a tech services company with 501-1,000 employees
Consultant
​Deployment in a new environment is very simple. If you want it to record certain data or attributes, it can be done, but must be done manually.

What is most valuable?

The most valuable aspects would be its relative ease of use and its ability to integrate with many other popular SaaS products. The integrations are especially useful if your company already uses one or more of the products.

How has it helped my organization?

When first implemented, this product help give accountability to internal service requests, recording who worked on which issue and when it was resolved. As we move forward, the metrics also help give insights into what areas create the most problems. These metrics allow us to be more proactive identifying and preventing potential issues.

What needs improvement?

It is easy to use, however, it is not quite as powerful as many other ticketing systems out there. If you want it to record certain data or attributes, it can be done, but must be done manually. In this respect, some other ticketing systems are more complete and allow you to collect more data.

For how long have I used the solution?

I have used it for over a year, and my current company doesn't currently use it.

What was my experience with deployment of the solution?

Deployment in a new environment is very simple. I cannot comment on trying to migrate any existing ticketing system to Zendesk though.

What do I think about the stability of the solution?

We had no issues with the stability.

What do I think about the scalability of the solution?

It is easily scalable for departments, however, if different departments need to use it, then each may need their own customizations. If there are many departments with specific customizations, scaling the central management of Zendesk becomes more difficult.

How are customer service and technical support?

Their support group is very kind and responsive. It is one of the better technical teams I’ve had the pleasure of working with.

Which solution did I use previously and why did I switch?

There was no other solution in place at this environment.

How was the initial setup?

I was not part of the initial deployment team.

What about the implementation team?

The implementation was done in-house with the assistance of a team from Zendesk’s team.

What's my experience with pricing, setup cost, and licensing?

You may be able to save by using less agents, depending on how you structure your ticketing workflow.

Which other solutions did I evaluate?

Other solutions that were considered include ConnectWise, LanDesk, Spiceworks, among others. Zendesk was chosen because it is the most user friendly.

What other advice do I have?

There is a simple to use free trial for companies considering Zendesk.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Zendesk
November 2024
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
824,067 professionals have used our research since 2012.
it_user245394 - PeerSpot reviewer
Application Support Specialist at a construction company with 51-200 employees
Vendor
When you have a ticket(s) open it makes you accountable to get it resolved. It provides real data from a production perspective as well.

What is most valuable?

The reporting feature. It was easy to use and discover and trends occurring in the calls to discuss in meetings.

How has it helped my organization?

More accountability. When you have a ticket(s) open it makes you accountable to get it resolved. It provides real data from a production perspective as well.

What needs improvement?

Not that it was particularly difficult, but we needed direct assistance from Zendesk for the implementation.

For how long have I used the solution?

I used Zendesk daily for about two years.

What was my experience with deployment of the solution?

There were no problems with the deployment at all. It went very smoothly.

What do I think about the stability of the solution?

It's been very stable.

What do I think about the scalability of the solution?

There have been no issues scaling it for our needs.

How are customer service and technical support?

I personally never had to call Zendesk for tech support or customer service. That was funneled through a different person.

Which solution did I use previously and why did I switch?

There was no previous ticketing system in place. Several others were evaluated but Zendesk being web based and having integration with Gmail was a big part of the deciding factor.

How was the initial setup?

I was not involved with the deployment.

What about the implementation team?

Implementation was done by one person other than me with the direct assistance of Zendesk.

What other advice do I have?

Of the several different help desk ticket systems I have used ZenDesk was the easiest to learn and use during a call.

Give Zendesk a serious look during your evaluation process. This product is scale-able for any size of help desk, has great reporting features, and easy to learn.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user357579 - PeerSpot reviewer
Technical Support Engineer, Team Lead at a computer software company with 501-1,000 employees
Vendor
It allows employees to work remotely and to reply to the customer on the go, although it'd be easier to setup if there was metadata available and an API guru resource available.

What is most valuable?

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

How has it helped my organization?

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

What needs improvement?

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.

For how long have I used the solution?

We've been using it for over two years.

How are customer service and technical support?

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.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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.

What was our ROI?

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.

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user347544 - PeerSpot reviewer
Sr Director of Channel Sales and Customer Service at a tech services company with 501-1,000 employees
Consultant
The UI allowed our service reps to capture and log all activity related to an inquiry much faster than before. The inability to design a what-you-see-is-what-you-get interface affects rep performance.

What is most valuable?

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.

How has it helped my organization?

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.

What needs improvement?

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.

What do I think about the scalability of the solution?

To date we have had no issues with scalability.

How are customer service and technical support?

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.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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.

What about the implementation team?

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.

What was our ROI?

ROI is easily over $50,000 per year.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user245391 - PeerSpot reviewer
HR Source Specialist at a computer software company with 1,001-5,000 employees
Vendor
It helps out in organizing all our tasks, but it needs the ability to merge tickets.

What is most valuable?

It's been very helpful with tracking our tasks and how long it's taking us to finish our tasks. Also, assigning tickets to certain members, and being able to add other email aliases to tickets. It also helps organize how we go through our work day.

How has it helped my organization?

Getting through the recruiting process has been a lot smoother. It's easier for our team to follow up with candidates and check what stage they're at (such as if they need an offer drafted, or if they need a background check initiated). It has also been very helpful with scheduling interviews, especially when we get 20+ requests at what time. Keeps everything very organized.

What needs improvement?

Merging tickets. It's very time consuming; maybe the system can automatically merge tickets that are related and on the same topic.

For how long have I used the solution?

We have been using it for about seven months right now.

What was my experience with deployment of the solution?

No issues so far.

What do I think about the stability of the solution?

Only some outages here and there, but the Zendesk Twitter feed is awesome on letting the whole world know what's wrong and that they're working on it.

What do I think about the scalability of the solution?

No issues encountered, and many different teams are utilizing Zendesk here at the company.

How are customer service and technical support?

Customer Service:

I have never had to contact customer service in regards to Zendesk, which I would say that's a good thing.

Technical Support:

We haven't run into any issues at all!

Which solution did I use previously and why did I switch?

No we didn't. We were stuck with utilizing a shared mailbox to separate all the requests. It was very time consuming. Zendesk has helped out a lot with separating those requests, and now it takes up less time.

How was the initial setup?

Very straightforward. We went over in one training session, how it works, closing a ticket, assigning tickets, etc.

What about the implementation team?

I believe it was an in-house implementation.

Which other solutions did I evaluate?

No we didn't as before our team took on Zendesk, it was already implemented within our IT team.

What other advice do I have?

It's an amazing product. It really helps out in organizing all our tasks. Not only that, but it pulls metrics if you're curious to see how many requests come in, and how long it takes to complete those requests. I would highly recommend this product.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
e-Commerce Consultant at a consultancy
Consultant
I like that we can separate the public comments from the private ones without having to use different communication tools.

Valuable Features:

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.

Improvements to My Organization:

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.

Room for Improvement:

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. 

Deployment Issues:

We have had no deployment issues.

Stability Issues:

There have been no issues with the stability.

Scalability Issues:

We have had no problems scaling it for our needs.

Other Advice:

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Freelance Film Critic/Part-time Social Media Coordinator/Junket and Red-Carpet Personality at a media company with 51-200 employees
Vendor
The ability to easily create macros, quickly see past correspondence, and view analytics are incredibly helpful features. Teams were disappointed when messages were not sent successfully.

What is most valuable?

The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools.

How has it helped my organization?

The capability to see easily digestible (and regularly updated) analytics in regards to Zendesk usage helps every member of the team on a daily basis.

What needs improvement?

In both organizations which I worked at that utilized Zendesk, members of the respective teams were disappointed when messages were not sent successfully to email recipients (usually with Yahoo or Hotmail accounts, but not exclusively). There should be an option that clearly indicates when the ticket was not properly sent (and, alternatively, when it has). Additionally, "Internal note" is never just an internal note, it is sent to all recipients on the ticket, which has led to quite a lot of miscommunication and frustration. Finally, for a novice user of Zendesk, it is unclear what the differences are between the varied options (open, pending, solved) for sending tickets. There should be a clear delineation between options.

For how long have I used the solution?

I have used Zendesk for over two years.

What was my experience with deployment of the solution?

Please see my answer for "What are the areas for improvement?".

What do I think about the stability of the solution?

Please see my answer for "What are the areas for improvement?".

What do I think about the scalability of the solution?

I'm not too sure what you mean in terms of scalability, but I did encounter issues with trying to back up the data (ie. tickets sent, frequent ticket senders, etc.) to a different platform (which was necessary at the organization I was with at the time).

How are customer service and technical support?

Customer Service:

I have no comment on this issue as I never reached out to the Zendesk customer service team.

Technical Support:

I have no comment on this issue as I never reached out to the Zendesk technical support team.

Which solution did I use previously and why did I switch?

For two particular inboxes the company I was working with at the time switched from Gmail to Zendesk for ease of use and quicker analytics tools.

How was the initial setup?

I cannot comment on this as I was not involved with the setup at the time.

What about the implementation team?

As I was not involved with the setup of the program, I cannot comment on this question at this time.

What was our ROI?

As I am no longer with the two organizations that utilized Zendesk, I cannot comment on this question.

What's my experience with pricing, setup cost, and licensing?

I was not involved with the financial decision making process and thus cannot comment on this question.

Which other solutions did I evaluate?

I was not involved with this decision making process and thus cannot comment on this question.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user