Zendesk Reviews

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

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.

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

I used Zendesk daily for about two years.

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

It's been very stable.

There have been no issues scaling it for our needs.

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

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.

I was not involved with the deployment.

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

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.

• 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.

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.

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.

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.

I have used Zendesk for over two years.

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

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

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).

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.

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.

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

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

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

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

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

1. As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application. 2. It delivers elegant ticket management. It is easy to manage and has a self-service community platform. 3. Multiple features are available to configure and to use Zendesk like chat, Twitter, Facebook, performance meter. 4. Integration with business applications (like MS Dynamic, edocr, Drupal, BlackBerry etc) is possible.

1. Agent module is clumsy. 2. Customer search is disconnected. 3. Many channel inquiries are not possible to collect into a single interface. 4. No URL integration with back office system. 5. Customizable help center is not available.

Its agility and simplicity are the most valuable features. This tool is very user-friendly.

It saves the costs, time and energy. It improves the relationship with my customers.

It needs to improve in terms of its flexibility, price, and installation.

I have used this solution for three months.

There were no stability issues.

At the very beginning, we had some scalability issues.

I would give the technical support a 9/10 rating.

Previously, we were using another solution and I switched over for the price.

The setup was complex because of the different parameters involved.

I advertise mostly about the price.

We did not look at any other solutions, this product was the only one that I tried.

You need to be helped by an expert, side-by-side.

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!

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.

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.