Zendesk Reviews

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.

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.

6/10 – usually helpful but sometimes very slow.

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.

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.

It is easy to use, highly customizable and makes our work faster.

The possibility to quickly send templates emails based on content and user language.

I would like to see improvement in the "trigger" sections and "macros" as well. Both should have conditional fields to customize.

We've used it for three years.

We have had no issues with the deployment.

There have been no issues with the stability.

There have been no issues scaling it for our needs.

Mainly it's been good.

Mainly it's been good.

We used Netsuite which is too complex and too expensive.

The setup process is quite easy.

We did it in house.

It is perfect if you need an email system. Absolutely not if looking for a CRM solution.

• Merging similar incident tickets into one ticket as a problem ticket
• APIs to integrate with other CRM solutions like Remedy and RemedyForce

• Handling tickets within the SLA
• Smart search of archived tickets for auditing purposes
• Support metrics to analyse the work done by the support team during certain period of time.

The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.

I've used the webportal and the Android App for two years.

No this is a simple online portal hosted on a cloud platform.

No issues encountered.

No issues encountered.

Zendesk tech support is done via a forum, but the knowledge base contains most of the technical knowledge.

No previous solution was used.

It's straightforward.

It was done in-house.

• Remedy
• RemedyForce

This is one of the better solutions on the market for SMBs. It's good if your main concentration is tickets. It lacks features for attaching enough information in the ticket.

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 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.

Feedback system through emails – the fact that you can reply to tickets by simply replying to email, also starting tickets by shooting an email to the right address.

It makes life much easier e.g. clients who never used Zendesk before needn’t learn it, they can just shoot an email to report an issue.

It needs to have a more intuitive application of macro’s in changing ticket statuses.

We've used it for two years.

There were no issues with the deployment.

There were no issues with the stability.

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

It is rarely needed.

It's straightforward for me.

We did it in-house.

The pricing is much higher than that of other solutions.

It wasn’t my personal decision, but, I would go for Zendesk over QuickBase or MS Dynamics, which I had a chance to use for years as well, anytime.

If their price is acceptable, I would recommend using Zendesk to all companies whose clients and employees need a simple way of raising issues.