Zendesk Reviews

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.

Navigation and application is user friendly and can be self-taught from a user perspective. Categorizing issues is also of utmost importance.

Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues.

It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together.

I've used it for one year.

I was not involved in the initial deployment.

We had no issues with the stability.

We had no issues scaling it for our needs.

8/10

I was not involved in the decision making of choosing the support product. While I was there, the company actually moved to Salesforce.

I was not involved in initial setup.

My understanding is that it was implemented as an in-house team. My advice on implementation is for workflows to be evaluated and setup up with the customers in order that they are optimizing the product. I do not feel the product was optimized based on original implementation.

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.

The ticketing software itself as well as the reporting features have been most valuable

Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform

I would like to see the ability to merge between companies/teams. We have separate teams using Zendesk, and while we can move tickets to one another we cannot take certain actions to them as they are technically 'the other team's'.

We've used it for one year.

I have not seen any issues.

I have not seen any issues.

I have not seen any issues.

Zendesk has great customer service and there are rarely technical issues.

I have not used a different ticketing service, but in comparison to CS communication software such as Olark, phone support, and emails - Zendesk has been the easiest solution.

I was not part of the set-up.

I believe the implementation was done through an in-house team.

The team at Zendesk is there to help, so don't be afraid to reach out. There are many 'hidden' tools that make CS agents life easier, find them, use them.

• Reporting
• Tracking

When I used it, it helped with tracking tickets and identifying trends in help desk calls.

I used it for two years.

No issues, it went well.

I did not experience any stability issues during the two years I used Zendesk.

None at all.

I never had to call customer service. That was done by the admin person.

I personally never had to call the Zendesk tech support, as again it was handled by admin.

At the time I was employed at that company there was no help desk ticket system in use prior to implementing Zendesk.

There was one person who worked with Zendesk to implement it.

• ZoHo
• Freshdesk
• SysAid

Zendesk is a great product but find a software package that will work best for your team and company.

Triggers and Automations greatly help with our workflow.

It pretty much keep people responsible and accountable in various stages of our workflow.

The built-in Satisfaction system is pretty basic: "Good" or "Bad" and optional "Why". This could be expanded a bit more.

The company has been using this since 2009. I joined in 2012.

We've had no issues with the deployment.

Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues.

There have been no issues scaling it.

Pretty fast, the first-tier agents will sort your tickets within one to two hours.

Initial setup was simple. It grew over time.

In-house. Just do it. It's quite customizable, so it will take some tinkering to get into a groove with it.

The overhead per agent gets rather expensive once you grow your team.

We checked out Freshdesk and HelpScout -- upcoming with better pricing! Migrating from Zendesk will be a major move though, so we are sticking with Zendesk for now.

Do evaluate it well. Though if you are using email to manage your support tasks, get a helpdesk now.

There are a couple of features we've found most valuable for us, which are

• Macros and
• Reports.

We have improved the service to clients, creating great support and managing relationships. 

We're now able to track jobs via the ticketing system as well.

Every department in our organization relies on Zendesk.

We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement. 

The app also needs to be made more user-friendly.

We have been using this software for over three years.

We had no issues with the deployment.

We have had no issues with the stability.

We have had service clients, creating great support and managing relations, tracking jobs via ticketing system as well. In other words, it's scaled for the things we need it to do.