Zendesk Reviews

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.

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.

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.

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.

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.

There have been no issues with the deployment.

We have had no issues with the stability.

There have been no issues scaling it for our needs.

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.

There was no solution in place previously.

I was not included in the initial setup.

I was not included or part of the financial aspects of this product.

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.

• Insight analytics
• SLA
• Business hours

Insight analytics made the reporting process easier. We integrated it with GoodData, and every time you need to create a report in order to see something, you just need to put the right elements into it.

The more customization you do, the slower it will be. Maybe this could be improved.

I've used it for one year and two months.

No issues encountered.

No issues encountered.

No issues encountered.

Never talk to them, we talk to our global IT.

Never talk to them, we talk to our global IT.

No previous solution was used.

The initial setup was step-by-step. I guess our global team upgrades the plan every now and then. It is better than to do complex ones the first time.

In-house one. Never miss any training when there's a new tool.

We use the Professional plan, which costs $49 per agent per month.

It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses. No other platform is better than this one.

Zendesk has helped us to better connect and respond quicker to our clients.

Report Generator needs to be improved.

I was not there at the initial deployment of Zendesk with my past company.

I have used it for one year.

Overall, I don't think I did. There were a few instances where Zendesk was not updating my tickets and I kept getting an error message.

No, I think the tool is great for small business and smaller start-up companies.

I never dealt with Zendesk customer service, but I have heard great things about it.

I believe the company had a trial period with SalesForce, but switched to Zendesk because of the affordability.

I was not available during initial setup, but Zendesk is pretty quick to catch.

SalesForce

• Very simple to great to use
• Friendly and intuitive design
• Affordable
• Great for small support team