The ticketing software itself as well as the reporting features have been most valuable
Marketplace Integrity Specialist at a comms service provider with 51-200 employees
The ticketing software itself as well as the reporting features have been most valuable.
What is most valuable?
How has it helped my organization?
Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform
What needs improvement?
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'.
For how long have I used the solution?
We've used it for one year.
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October 2024
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What was my experience with deployment of the solution?
I have not seen any issues.
What do I think about the stability of the solution?
I have not seen any issues.
What do I think about the scalability of the solution?
I have not seen any issues.
How are customer service and support?
Customer Service:
Zendesk has great customer service and there are rarely technical issues.
Technical Support: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.
Which solution did I use previously and why did I switch?
I was not part of the set-up.
How was the initial setup?
I believe the implementation was done through an in-house team.
What other advice do I have?
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Application Support Specialist at a construction company with 51-200 employees
It helped with tracking tickets and identifying trends in help desk calls.
What is most valuable?
- Reporting
- Tracking
How has it helped my organization?
When I used it, it helped with tracking tickets and identifying trends in help desk calls.
For how long have I used the solution?
I used it for two years.
What was my experience with deployment of the solution?
No issues, it went well.
What do I think about the stability of the solution?
I did not experience any stability issues during the two years I used Zendesk.
What do I think about the scalability of the solution?
None at all.
How are customer service and technical support?
Customer Service:
I never had to call customer service. That was done by the admin person.
Technical Support:I personally never had to call the Zendesk tech support, as again it was handled by admin.
Which solution did I use previously and why did I switch?
At the time I was employed at that company there was no help desk ticket system in use prior to implementing Zendesk.
What about the implementation team?
There was one person who worked with Zendesk to implement it.
Which other solutions did I evaluate?
- ZoHo
- Freshdesk
- SysAid
What other advice do I have?
Zendesk is a great product but find a software package that will work best for your team and company.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Zendesk
October 2024
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
816,406 professionals have used our research since 2012.
Client Support Manager – Night Shift at a marketing services firm with 501-1,000 employees
It pretty much keeps people responsible and accountable in various stages of our workflow. The built-in Satisfaction system is pretty basic.
Valuable Features
Triggers and Automations greatly help with our workflow.
Improvements to My Organization
It pretty much keep people responsible and accountable in various stages of our workflow.
Room for Improvement
The built-in Satisfaction system is pretty basic: "Good" or "Bad" and optional "Why". This could be expanded a bit more.
Use of Solution
The company has been using this since 2009. I joined in 2012.
Deployment Issues
We've had no issues with the deployment.
Stability Issues
Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues.
Scalability Issues
There have been no issues scaling it.
Customer Service and Technical Support
Pretty fast, the first-tier agents will sort your tickets within one to two hours.
Initial Setup
Initial setup was simple. It grew over time.
Implementation Team
In-house. Just do it. It's quite customizable, so it will take some tinkering to get into a groove with it.
Pricing, Setup Cost and Licensing
The overhead per agent gets rather expensive once you grow your team.
Other Solutions Considered
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.
Other Advice
Do evaluate it well. Though if you are using email to manage your support tasks, get a helpdesk now.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Consultant / Public Speaking / Writing with 51-200 employees
Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues.
What is most valuable?
Navigation and application is user friendly and can be self-taught from a user perspective. Categorizing issues is also of utmost importance.
How has it helped my organization?
Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues.
What needs improvement?
It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together.
For how long have I used the solution?
I've used it for one year.
What was my experience with deployment of the solution?
I was not involved in the initial deployment.
What do I think about the stability of the solution?
We had no issues with the stability.
What do I think about the scalability of the solution?
We had no issues scaling it for our needs.
How are customer service and technical support?
8/10
Which solution did I use previously and why did I switch?
I was not involved in the decision making of choosing the support product. While I was there, the company actually moved to Salesforce.
How was the initial setup?
I was not involved in initial setup.
What about the implementation team?
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Consultant en organisation & chargé de mission à l'international
Some of the valuable features are its agility, simplicity, and that it is a user-friendly product.
What is most valuable?
Some of the valuable features are its agility, simplicity, and that it is a user-friendly product.
How has it helped my organization?
It helps us save costs, time, and energy. It improves the relationship with my customers.
What needs improvement?
There are various aspects of this product that need improvement such as its flexibility, price, and installation.
For how long have I used the solution?
I have used this solution for around three months.
What was my experience with deployment of the solution?
We did encounter some deployment issues due to the complexity of the parameters.
What do I think about the stability of the solution?
There were no stability issues.
What do I think about the scalability of the solution?
At the very beginning, we had some scalability issues.
How are customer service and technical support?
Customer Service:
I would give the customer service a rating of 10/10.
Technical Support:I would give the technical support a rating of 9/10.
Which solution did I use previously and why did I switch?
Initially, we were using another solution and we switched due to the price factor.
How was the initial setup?
The setup was complex. This was because of the different parameters that were involved.
What about the implementation team?
I used the expertise of the vendor, who had excellent knowledge of the product.
What was our ROI?
It is under assessment. I think the ROI is fairly good!
What's my experience with pricing, setup cost, and licensing?
I advise primarily about the price.
What other advice do I have?
You need side-by-side help from an expert.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Market and Business Development - USA & Canada at a printing company with 501-1,000 employees
We're now able to track jobs via the ticketing system as well.
Valuable Features:
There are a couple of features we've found most valuable for us, which are
- Macros and
- Reports.
Improvements to My Organization:
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.
Room for Improvement:
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.
Use of Solution:
We have been using this software for over three years.
Deployment Issues:
We had no issues with the deployment.
Stability Issues:
We have had no issues with the stability.
Scalability Issues:
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Sales Engineer at a computer software company with 51-200 employees
We use the full access Enterprise Level Zendesk case management and knowledge base tracking solution. It is used both internally as well as with our customer base.
What is most valuable?
I currently barely use Zendesk any longer, I have changed roles from post sales support to a pre sales role and we no longer have to use it. I do refer to our knowledge base quite often, which is now powered by a mix of Inbenta and Zendesk.
How has it helped my organization?
We are a customer support model based organization. When our customers experience an issue or need help, we direct them to enter support tickets and to expect follow up via that interface. Our company is based on this model and wouldn't be as successful as we are today without this support structure in place.
What needs improvement?
We had to modify extensively the reporting features to be meaningful to our business. In addition to this, our internal business is very much metric driven, they did a good job with these metrics, but to get customized metric reporting, you need to understand how to customize their reporting.
For how long have I used the solution?
We use the full access Enterprise Level Zendesk case management and knowledge base tracking solution. It is used both internally as well as with our customer base. I have been using it on and off for three years.
What was my experience with deployment of the solution?
There have been no issues with the deployment.
What do I think about the stability of the solution?
We have had no issues with the stability.
What do I think about the scalability of the solution?
There have been no issues scaling it for our needs.
How are customer service and technical support?
During the early years, we were not viewed as a very large (or important) customer, but as we started to grow and expand, and started looking at other solutions besides Zendesk, that acquired us the attention we were looking for.
Which solution did I use previously and why did I switch?
There was no solution in place previously.
How was the initial setup?
I was not included in the initial setup.
What's my experience with pricing, setup cost, and licensing?
I was not included or part of the financial aspects of this product.
What other advice do I have?
The product is fairly solid, the solution is fairly easy to manage and to be used by our customers. The reporting that was native out of the box was a bit on the light side, but over the year and a half that I held a management position in our technical support team, I was able to add and modify the reporting to fit my needs.
Take your time with the training, use the supplied training they offer. Use their resource center and the extensive community help articles.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
IT Consultant/System Adminstrator at a tech company with 501-1,000 employees
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.
What is most valuable?
The most valuable feature was its simplicity as it was made easy to use.
How has it helped my organization?
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.
What needs improvement?
They need to improve on the customization and having the ability to scale up.
For how long have I used the solution?
I worked with Zendesk for seven to eight months and then we switched to a customized version of Salesforce for Help Desk use.
What was my experience with deployment of the solution?
We had no issues with deployment.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
As our organization grew, it couldn't scale to our needs. That's why we switched to Salesforce.
How are customer service and technical support?
Customer Service:
6/10
Technical Support:6/10
Which solution did I use previously and why did I switch?
There was nothing in place previously.
How was the initial setup?
It was straightforward as we just followed the instructions.
What about the implementation team?
We did it in-house.
What other advice do I have?
Make sure it is a fit for your business today and into the future.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Updated: October 2024
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Thanks, what kind of "hidden" tools are you talking about ?