Zendesk Reviews

Customizable features, sandbox, documentation, support

We were able to get up and running with Zendesk in a very short time. While our IT department uses Zendesk for it's internal ticket handling, my team uses Zendesk to integrate with a web app on a project for a client. We're able to build a robust web app including help desk functionality that makes the product owner and client very happy.

The look and feel could use a little more polish. The way information is presented in the admin console is a bit unorthodox and hard to get used to.

Three months

We initially tried Desk.com but their documentation was not accurate and their API was buggy.

It was mostly straightforward initially. Once you get into it it gets more complicated. We wanted to embed the solution into a webpage which required the Zendesk team to make a custom tweak to their config (which they warned us about).

In-house consultant and in-house employees. They did a great job.

We pay about $70/month per agent which is pretty high. We plan to add more agents soon but need to think carefully about who exactly is an "agent" in this context, because the price is quite high.

Yes we evaluated (and mistakenly purchased) Desk.com

Rely on their excellent documentation and don't be afraid to ask them for help.

The most important feature that I was able to utilize the most was the ability to create the different groups in which our support emails came in. Since we had different departments (e.g. Pre-orders, Order Management, Technical Issues, Billing, etc.), It was important to identify these types of cases by having them arrive in the appropriate group.

This feature allowed our team orgranize and assign certain members to a particular group. Without this feature, we would manually comb through our cases which could take forever.

This has positively impacted our customer service experience by allowing us to respond to users in a timely manner. Quickly reply back to our users with a listed of saved responses.

A timely and accurate response is all the user can see on their end. When executed perfectly, it can create a an amazing user experience that QA teams dream about!

For smaller environments, some type of tutorial or walk through would be helpful for first time users. Hands on training will speed up productivity and will get agents to hit the ground running with a minimal learning curve.

I'm not sure if there is a way to "train the trainer" process so that our internal trainers can seamlessly train a team quickly on how to use Zendesk, but that would be very helpful and would help when teams scale. Bringing awareness to the features that could easily be missed using a variety of forms will be helpful (e.g. digital newsletters, social media, email updates, etc.) would be helpful.

There were no issues deploying it for us.

We've experienced no issues with performance.

It's been able to scale for our needs.

It had already been in place for a year when I joined the company

I seegreat potential I see in Zendesk and how effective we were in supporting our users with this product. I'm sure my rating will continue to get higher as the company continues to evolve and add on more features.

In Views there are lists of all unsolved tickets, recently updated tickets, pending tickets, etc. It makes it very easy for me to keep track of all the tickets.

I am already a very organized person but the product really does everything for you. The way it’s set up makes it very easy for agents, end-users, and administrators to use.

It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form its original context. As per Zendesk, they feel it does not fit in with the direction and vision they have for Zendesk which to many people such as myself feel it’s ludicrous and not very sympathetic to the needs of its agents and administrators. Creating triggers is complicated and confusing. They should make it easier for agents.

I have been using Zendesk for more than a year now in my current company. I am the Zendesk Administrator and in charge of all customer service within the company. I was introduced to the software at an accounting software company I worked for. It was used for customer support and to help their IT Department.

We had no issues deploying it.

There have been no issues with the stability.

I only receive a certain amount of tickets throughout my working day.

The level of technical support is very good and they are very helpful.

The product had been set up right before I started working at AP&G. I found out after I was hired I would be using Zendesk which of course I was happy about since I already was familiar with the software but I certainly have learned the software much more in depth in the recent months.

I have to admit when I started working here at AP&G, I actually got more involved into learning how to use the software better since I was the only person basically using it. I made sure to ask as many questions as I could to Zendesk support and read as many articles the Zendesk Community had to offer.

We did it in-house.

ROI I would say it has been good.

The pricing is pretty fair. Of course it all depends on what kind of business you’re running and how much traffic you have and of course how many agents would be using it.

As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable. This way we were able to divide the incoming tickets into several different categories which were then assigned to team members who had the best expertise and skills to resolve them as quickly as possible.

During the downtime of one of our business partners we were experiencing several payment related issues and as such there was a huge amount of tickets relating to this problem which were being automatically assigned to the relevant team.

Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments. While the first one would be beneficial in cases when issue was resolved and needs only to be brought to attention the latter would be good when a specific issue would be dependent on several team members.

I've using the post-2012 version for about 20 months.

There were no issues with the deployment.

We had no issues with the performance.

It's been able to scale for our needs.

10/10 as they are prompt, courteous, and is available 24/7 via a wide array of channels. Zendesk's team was really great and when there were any issues or questions they were more than willing to assist. When there were issues with the stability and connectivity these were promptly resolved and we were updated on any of these.

We didn't have a ticketing solution in place before, and it was done mainly via emails.

It's straightforward to implement, and the documentation is extensive. Zendesk is willing to assist if you have issues.

We used an in-house team with assistance from the vendor. Should you have any questions you should ask Zendesk, they are there to help.

Internal notes and archiving of tickets for future reference are valuable features for us.

Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based).

Metrics – I would like to see it more based around ticket submissions/reasons.

I've used it for one and a half years.

No issues encountered.

No issues encountered.

No issues encountered.

Customer Service:

6/10 – usually helpful but sometimes very slow.

Technical Support:

6/10 – usually helpful but sometimes very slow.

Yes, we used a Sharepoint based ticket system that was very antiquated and difficult to manage. I vetted a few other systems, including Spiceworks. I chose Zendesk due to its pricing and great list of features.

Very straightforward, minimal setup required.

In-house. The only recommendation I have is to make sure your users know how it functions and that there are multiple ways to submit tickets.

ROI is difficult to gauge, but Zendesk is willing to work on pricing for non-profits.

I would highly recommend Zendesk for medium sized IT teams of approximately five to 20 people.

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.

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.

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

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

No issues so far.

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.

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

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!

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.

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

I believe it was an in-house implementation.

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

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.

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.

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.

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.

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

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

We had no issues with the stability.

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.

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

There was no other solution in place at this environment.

I was not part of the initial deployment team.

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

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

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

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