Zendesk Reviews

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.

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.

Simplicity in the way tickets come in and how easy it is to reply. We also have it integrated with our chat tool Olark and when I am offline on chat then the offline chats come in through Zendesk.

Easy to keep track of all the tickets that have come, you can categorize tickets and search for them based on that category, you can add tags, create reports. They have good data reporting that gives ability to track performance, response times, and a zillion things that can be reported. We have integrated it with Olark and Jira as well.

The ability to share tickets with other members of the organization without having to buy license for each one. Change the date/time option from today, yesterday to actual day/date.

I've been using it for four years.

It was deployed by our IT team and so I cant answer to that but as far as I know we started with the free trial and liked it very much so started paying for it.

We have had no issues with the stability.

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

The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to tickets within 24 hours.

We previously used Salesforce. That was a very cumbersome system for simple customer ticketing. Salesforce is good if you have multiple teams using it for sales, support, admin, but we wanted a simple customer ticket system that was offered by Zendesk.

We did offer a Zendesk instance to our partner client through us, and the deployment was not an issue at all.

It was done by an in-house team.

If you are looking for a simple ticketing system that anyone can understand and implement(support personnel who is not tech-savvy) then this is the one. Salesforce requires a person to be somewhat tech-savvy.

The most valuable for me is the home option because I can easily sort my open tickets, ticket statistic, and satisfaction statistic. Also the ticket matrix where I can check a report in order to hit KPIs is helpful.

We can check how fast we can help customers with their inquiries, how customer satisfied with our services using satisfaction score, we also could managed which matrix that we need to improved our performance, and last but not the least, we also can help customer inquiries from Facebook or live chat using this product.

I would like easy access for the mobile app as it can take quite a while to load the data.

I've been using this solution for one year seven months.

We have had no issues with the deployment.

The stability is good.

We've had no issues scaling it for our needs.

10/10 - they helped me solved my problem and to understand how it works.

This is my first time using this kind of thing. Even though I haven't tried other solutions, I think this product is very useful and easy to use.

The initial setup was straightforwarded. It's clear and didn't confuse me.

Some of the valuable features are its agility, simplicity, and that it is a user-friendly product.

It helps us save costs, time, and energy. It improves the relationship with my customers.

There are various aspects of this product that need improvement such as its flexibility, price, and installation.

I have used this solution for around three months.

We did encounter some deployment issues due to the complexity of the parameters.

There were no stability issues.

At the very beginning, we had some scalability issues.

I would give the customer service a rating of 10/10.

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

Initially, we were using another solution and we switched due to the price factor.

The setup was complex. This was because of the different parameters that were involved.

I used the expertise of the vendor, who had excellent knowledge of the product.

It is under assessment. I think the ROI is fairly good!

I advise primarily about the price.

You need side-by-side help from an expert.

The most valuable feature was its simplicity as it was made easy to use.

It was good for a while, but the organization grew larger than the software and hence the upgrade to Salesforce, which was more robust for the amount of end users.

They need to improve on the customization and having the ability to scale up.

I worked with Zendesk for seven to eight months and then we switched to a customized version of Salesforce for Help Desk use.

We had no issues with deployment.

The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups.

As our organization grew, it couldn't scale to our needs. That's why we switched to Salesforce.

6/10

6/10

There was nothing in place previously.

It was straightforward as we just followed the instructions.

We did it in-house.

Make sure it is a fit for your business today and into the future.

I'd say that the integration options that Zendesk offers are the most valuable features to our team. We eJIRA as our internal development software, and Zendesk's integration provides us the ability to create new JIRA tickets based on the information that we receive from our clients. This feature allows are team to be as efficient as possible as it reduces any duplication of work, which is always a bonus in the start-up world.

Another important Zendesk integration that our team leverages is Slack. We use Slack as our internal mode of communication on the regular, and the integration with Zendesk allows us to receive customer notifications this way, as well. Zendesk updates come to us in real-time via Slack, and because it's how we normally communicate as a team, we receive them in the least-disruptive way possible.

My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at.

I believe BlackSquare has been using Zendesk for two and a half years now.

We have had no issues deploying it.

It's stable and I have not noticed any issues.

We have had no issues scaling it for our needs.

I have never had to use tech support.

I was not involved in the implementation.