Zendesk Reviews

My company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.

It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.

It's a very stable tool, very powerful.  

I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.

I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in.

My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.

This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.

For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.

The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.

The most valuable aspect is transparency. Everybody can see everything, including all of the tickets, even from different departments. It doesn't have many tags. It is not as time-consuming as Freshdesk, for example, is. There was literally just one link and you click on that link and the ticket is basically assigned to your name. That's pretty easy. There is a drop-down menu from where you just choose, let's say, the name under whom you want to assign the ticket, and then the ticket will be assigned and the person notified. 

One of our use cases of Zendesk Guide is to create a knowledge base. We also use it to host our videos and PDFs for customers. With Zendesk Guide, we have the Multibrand solution that we are leveraging, and we are creating multiple health centers, customized for each of our clients. 

We are working with the SaaS version of this solution. 

One of the benefits we have seen from Zendesk is that it's very easy to use. Once you have figured out the basic modalities, it's very easy to use and very easy to segregate your content between different headings. The navigation is very robust, which enables us to really see the entire health center. At the same time, it can let you go in a granular manner to a piece. It lets me break down my articles into multiple, small chunks of information. Recently, they introduced something called article reuse—I can write the article in one location, and then put it in different locations in the same health center, but only have to maintain that one article in terms of actually updating it. The content reuse feature is a very smart thing to have. 

Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.

Zendesk Support has a lot of good APIs. They have support for triggers, whereby instead of us monitoring Zendesk Support's system for any change, it will notify us when a change happens. So it takes a lot of our load away.

The first time I sued this product, I was working for a fast-growing startup and there was a lot of software. In terms of the service, there were 60% of questions based on issues. We could do a customized answer or handle customized activity to address this. However, 30% to 40% repeated certain questions over and over. We were able to prioritize our design based on these. Knowing what people were asking about gave us a direction. They helped us to prioritize features. 

We saw a decrease in the number of tickets. It was at least 25% less. There was an increase in customer satisfaction. And that was due to the fact that this solution helped us see what we needed to see and prioritize based on what most people wanted from the company. 

What is cool about Zendesk is that they invest a lot in their documentation. If you spend a reasonable amount of hours reading the documentation, you can have a good understanding of how the solution works. 

By default, by just using their predefined templates, you can get something very nice. 

I like how it works together with support. With Zendesk support we can insert articles in our resolution to close the ticket. Your colleagues can collaborate on everything as well including work and updating an article.

The fact that you can set up an approval process, where everybody can have their own opinion, however, in the end, I was the one that was validating or not. 

The insights they provide are great. For example, you can find out what are the most popular articles? What are the articles that are not that popular? What are the keywords that people search? In that case, if they don't find anything or almost nothing, that is a clear trigger for us to write an article or improve a current one about a specific topic based on search trends.

What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.

We use Zendesk in multiple ways. We use it as a ticketing system for our reporting requests that come in for HR reporting. We also use Zendesk as a kind of workspace. 

We receive requests all across the enterprise, not just from HR employees. So, we work through that with the customer within Zendesk, and we communicate back and forth with them through the tickets. We also communicate with each other. We have a triage person who assigns a ticket to an analyst to complete the ticket. We get requests for a list of names, term dates, or something else, and we assign it to someone on our team, and then that person will create that report and send it to the person.

We use Zendesk as a kind of workspace. We've put up education around HR reporting in terms of what's available and who can have access to what within the Zendesk workspace within T-Mobile.