Zendesk Reviews

The ease of use and great flexibility is awesome. Also, as an agent it's the macros and the tight integration with the Help Center. As an administrator, it's more how easy it is to configure the workflows and the apps framework.

It has lifted our customer service! Not only can we reply faster, we are more accurate on multiple channels and we get a lot of data from the system that we can use to become even better!

There is always room for improvement - The trick is to find an improvement that benefits a broad part of Zendesk’s user base. The product base is solid and i can’t think of anything major that needs fixing.

I have been using it for about six years in two different companies.

There are always different requirements for each company on implementation, but we always manage to find a solution

We have had no issues with the stability.

We have had no issues with scaling it for our customers needs.

Zendesk support has always been stellar. Most are spot on, some go above and beyond.

We had a homemade web based solution before, and we needed something new. The question started with: do we keep developing on our own system or do we get an out of the box solution and work from there. When we stumbled upon Zendesk there was no question. The level of functionality would take us too many man hours to create ourselves and would not be as great as Zendesk.

Basic setup is fairly easy and after that its really up to you how complex you make your setup.

We did it in in-house implementation. At the time we had the opportunity to do so and we opted to try it ourselves. If you are doing a very basic setup you can easily do it yourself, but if the complexity rises you are well off on spending some money on an implementation partner.

Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple channels, it's well worth it!

Start a trial or contact a Zendesk partner - you won’t be disappointed!

• Web GUI
• Ease of use

It’s simple enough for my helpdesk level one guys to use, so they actually use it. I can’t relay on end users to submit tickets, so I need to mandate ticket logging by my techs. I’ve worked in environments that used ticket systems that were just to cluttered and complex, so the techs simple didn’t use the system. Zendesk keeps it simple.

For end users who do submit tickets, they would often just respond to a thread from a previous email exchange and the email topic would get recycled even though they were contacting us about an entirely new topic, so tickets would be misleading. They need to fix the email thread response problem

I've been using it for five years.

There have been no deployment issues.

We've had no issues with its stability.

It has been able to scale well for our needs.

It's stellar.

It was straightforward.

We did it in-house.

Just buy it. It's worth it, and you’ll be happy.

Ease of use and simplicity (for both users and support agents). It was an absolute breeze to set up and quickly implement into our workflow. It didn’t require a large hosting infrastructure on our side, and the support team was always on the ball.

We had struggled with our existing support ticketing system for years due to expense, constant downtime, and excruciatingly poor performance. I discovered Zendesk by chance, managed to whip up a temporary support platform within a day, and got it officially implemented and signed off within a month. We managed to prove cost savings instantly and our users actually enjoyed using it.

There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle. I disliked that the reporting was very basic (but the free GoodData integration went a long way to alleviate that)

We've been using it for four years.

There were no issues with the deployment.

We have had no issues with the stability.

We had no issues with scaling it for our needs.

It's excellent.

We used two different solutions, both quite elaborate and expensive. They required enormous infrastructure and still performed pathetically poorly. Users hated using the system Our support consultants hated the system as updating a support ticket could take five minutes or longer, just going between fields. We couldn’t get users to provide after-the-fact support feedback.

The initial setup was incredibly simple. Choose your integration method (we used Google, so it was even simpler), set up your fields and workflow, and it’s running.

In-house (myself). It really was quite simple to do. I viewed a few videos, tried the incredibly simple trial, and went from there.

The ROI was quite noticeable. Ever when writing off the previous system, Zendesk’s annual license fee for the same number of users (even a few extra) still came out more affordable. Once you factor in the productivity increase, it was a no-brainer for us. The sales team where also quite accommodating in terms of licensing and advice. There are different types of user licensing, and we could leverage this easily.

Users took about one or two days to get to know the new way of call logging, and we were running on full steam within a week. When the system did go down for a couple of hours (probably three times in two years) it was noticeable, but only because we relied on it so heavily. Definitely take the trial and set up a mock environment. It’s really worth 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.

The ability to use macro’s and customize them, it saves time by having preset responses to frequently asked questions or requested instructions.

The ability to track the number of requests helps our organizations ability to monitor and manage incoming requests and prioritize urgent requests to fulfil our obligation to our customers.

There is an option, I would like to see, the ability to group my requests into different states. It helps me manage my requests better and organize the requests into easily managed groups or problem types.

I've used it for one year nine months, and the company I work for has had it for longer.

Our Zendesk is not hosted locally.

We have had no issues with the stability.

We gradually include new users to Zendesk without any issues.

We have had excellent response time from Zendesk and issues are usually fixed quickly.

I am not sure about that, Zendesk was already in place when I started working here but I have had experience with other products.

I was not involved when Zendesk was initially set up.

We have an in-house employee that manages Zendesk so I am not involved with implementation.

I am not entirely sure. I am not involved in purchases.

Zendesk is a great product for managing and maintaining requests from users. It is simple to use and quite effective in tracking progress on all requests, re-assigning issues to higher level support agents, prioritizing and reporting progress on requests.

It was easy to setup and has plug-and-play possibilities. It required very little coding from our side and could practically be setup using drop-down options in the system's setup and engine. 

It forced the organization to rethink sub-par work processes and enabled us to work smarter. When we suggested new changes to the business processes our helpdesk questioned why we couldn't do it like we always had, but revealing that the old ways of doing so was time consuming and illogical. Zendesk helped streamline our ticket workflow.

We needed to code stuff on our side due to business specific needs which Zendesk could not account for.

It's easy to setup.

It was stable.

It's scalable/

It required configuration which most people with understanding of business processes can do. No developer's help is essentially needed for the most basic functionality to work.

Zendesk is very easy to setup and its processes are intuitive. Agents can learn to use the interface within a very short time-frame. The feature that stands out for me, is the ability to create your own apps for Zendesk. I hardly ever feel limited by the framework and can add individual functionality.

Working with different companies, I found, that Zendesk helped to  improve a lot of the existing workflows. It even forces you to rethink lots of the existing structures. The outcome: Better workflows, more control, a better understanding of reports and numbers in general.

I would like to see more freedom when creating "Triggers" and "Automations". While the system is intuitive, I would like to be able to script these processes, rather than using the more limited drag and drop system.

I am a Zendesk customer/user. I work as a consultant for different companies all over the world. I usually suggest using Zendesk.

When implementing Zendesk, make sure to understand the way Zendesk works in the first place. Plan ahead: What channels will be used? What kind of ticket views will be needed? Will there be different types of agents? Do we need to add functionality via apps? Once you answered all the necessary questions, make sure to create a small plan with focus on scalability.

The ticketing system is invaluable as well as the integrations.

We use the JIRA integration to track bugs and customer feedback.

Before the JIRA integration, we weren't able to track incidents of bugs in an aggregated manner. Now it's much easier to track incidents and follow up for more information from customers experiencing issues.

The JIRA integration has helped tremendously with bug tracking and timely resolution.

I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets. It would also be nice to have easier formatting tools/shortcuts for responses to customers.

We've used Zendesk since I've worked at Indiegogo, which has been about two years.

I wasn't involved with the initial deployment.

I've had no issues with instability.

No problems scaling.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.