Zendesk Reviews, Competitors and Pricing

it_user344577

Operations Intelligence at a transportation company with 51-200 employees

Nov 24, 2015

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Insight analytics made the reporting process easier, but the more customization you do, the slower it will be.

What is most valuable?

Insight analytics
SLA
Business hours

How has it helped my organization?

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.

What needs improvement?

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

For how long have I used the solution?

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

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What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and support?

Customer Service:

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

Technical Support:

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

Which solution did I use previously and why did I switch?

No previous solution was used.

How was the initial setup?

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.

What about the implementation team?

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

What's my experience with pricing, setup cost, and licensing?

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

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.

it_user2589

IT Administrator at a tech consulting company with 51-200 employees

Oct 27, 2012

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Simple and excellent customer support application, but new features are require

Valuable Features:

1. As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application. 2. It delivers elegant ticket management. It is easy to manage and has a self-service community platform. 3. Multiple features are available to configure and to use Zendesk like chat, Twitter, Facebook, performance meter. 4. Integration with business applications (like MS Dynamic, edocr, Drupal, BlackBerry etc) is possible.

Room for Improvement:

1. Agent module is clumsy. 2. Customer search is disconnected. 3. Many channel inquiries are not possible to collect into a single interface. 4. No URL integration with back office system. 5. Customizable help center is not available.

Disclosure: I am a real user, and this review is based on my own experience and opinions.

Buyer's Guide

Zendesk

November 2024

Free Report: Zendesk Reviews and More

Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.

DOWNLOAD NOW

816,660 professionals have used our research since 2012.

it_user247317

Account Coordinator at a tech vendor with 201-500 employees

May 31, 2015

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Friendly and intuitive design, but sometimes they wouldn't update by tickets and I kept getting an error message.

Valuable Features

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

Improvements to My Organization

Report Generator needs to be improved.

Room for Improvement

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

Use of Solution

I have used it for one year.

Deployment Issues

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.

Stability Issues

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

Scalability Issues

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

Customer Service and Technical Support

Customer Service:

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

Technical Support:

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

Other Advice

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

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: I believe Zendesk and my past company shared the same investor.