Zendesk Reviews

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.

I'd say that the integration options that Zendesk offers are the most valuable features to our team. We eJIRA as our internal development software, and Zendesk's integration provides us the ability to create new JIRA tickets based on the information that we receive from our clients. This feature allows are team to be as efficient as possible as it reduces any duplication of work, which is always a bonus in the start-up world.

Another important Zendesk integration that our team leverages is Slack. We use Slack as our internal mode of communication on the regular, and the integration with Zendesk allows us to receive customer notifications this way, as well. Zendesk updates come to us in real-time via Slack, and because it's how we normally communicate as a team, we receive them in the least-disruptive way possible.

My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at.

I believe BlackSquare has been using Zendesk for two and a half years now.

We have had no issues deploying it.

It's stable and I have not noticed any issues.

We have had no issues scaling it for our needs.

I have never had to use tech support.

I was not involved in the implementation.

It was easy to setup and has plug-and-play possibilities. It required very little coding from our side and could practically be setup using drop-down options in the system's setup and engine. 

It forced the organization to rethink sub-par work processes and enabled us to work smarter. When we suggested new changes to the business processes our helpdesk questioned why we couldn't do it like we always had, but revealing that the old ways of doing so was time consuming and illogical. Zendesk helped streamline our ticket workflow.

We needed to code stuff on our side due to business specific needs which Zendesk could not account for.

It's easy to setup.

It was stable.

It's scalable/

It required configuration which most people with understanding of business processes can do. No developer's help is essentially needed for the most basic functionality to work.

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.

The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools.

The capability to see easily digestible (and regularly updated) analytics in regards to Zendesk usage helps every member of the team on a daily basis.

In both organizations which I worked at that utilized Zendesk, members of the respective teams were disappointed when messages were not sent successfully to email recipients (usually with Yahoo or Hotmail accounts, but not exclusively). There should be an option that clearly indicates when the ticket was not properly sent (and, alternatively, when it has). Additionally, "Internal note" is never just an internal note, it is sent to all recipients on the ticket, which has led to quite a lot of miscommunication and frustration. Finally, for a novice user of Zendesk, it is unclear what the differences are between the varied options (open, pending, solved) for sending tickets. There should be a clear delineation between options.

I have used Zendesk for over two years.

Please see my answer for "What are the areas for improvement?".

Please see my answer for "What are the areas for improvement?".

I'm not too sure what you mean in terms of scalability, but I did encounter issues with trying to back up the data (ie. tickets sent, frequent ticket senders, etc.) to a different platform (which was necessary at the organization I was with at the time).

I have no comment on this issue as I never reached out to the Zendesk customer service team.

I have no comment on this issue as I never reached out to the Zendesk technical support team.

For two particular inboxes the company I was working with at the time switched from Gmail to Zendesk for ease of use and quicker analytics tools.

I cannot comment on this as I was not involved with the setup at the time.

As I was not involved with the setup of the program, I cannot comment on this question at this time.

As I am no longer with the two organizations that utilized Zendesk, I cannot comment on this question.

I was not involved with the financial decision making process and thus cannot comment on this question.

I was not involved with this decision making process and thus cannot comment on this question.

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.

The cloud web app is the single most valuable feature for me.

It allows employees to work remotely and to reply to the customer on the go.

It would be easier to setup if there was metadata available and an API guru resource available. This would help in migrating user information from old platforms to Zendesk.

We've been using it for over two years.

Zendesk's support team are available 24/7 for the enterprise-level customers. Though certain bugs are not immediately resolved, they do get resolved within a reasonable amount of time.

Previous product used was Oracle RightNow. The solution was bulky, only supported Windows at the time, and costly to configure. Zendesk, on the other hand, can be configured on the fly, works with any web browser, and comes with mobile apps for on-the-go staff.

Everything was very straightforward. The biggest huddle was migrating the users' information out of the old platform into Zendesk. I'm sure it's easier if there is metadata available and an API guru resource available. We did not have any at the time, so it was a manual process. It was a lot of straightforward repetitive work.

The ROI is amazing. We had a team of 21 and were able to reduce it to seven members, and they are able to handle the same load.

Get the Enterprise edition to start with. It has an excellent support team to answer all questions you may have. If migration of old tickets can be avoided, it will be much faster and cheaper. Don't forget those legacy links pointing to the older KB in the old support portals as those may have been hard-linked from the web app/desktop app or elsewhere.

The features I find most valuable are the relative ease of configuration and the add-ons.

We used to receive email notifications into Outlook. It is extremely easy to create a mail.

• They should build in a ticket auto-assignment module, which would be amazing. This would set Zendesk apart without having to use third-party apps. Although these are fantastic and useable, they would allow for consulting opportunities for them and really tailor the ticket management solution for a prospective customer.
• Partitioning rules and triggers need improvement.
• It would be great to go beyond multi-brand and allow for a brand to be self-managed by its own administrator with visibility from global administrators.
• Enhancements to Help Center. A broader selection of templates, though if you have in-house web skills, the CSS, JScript, and markup environment should be flexible enough for most needs.
• We would like to see enhancements in how the knowledge management process is managed in Help Center. Perhaps some work flow behind article creation to approval, also easier methods to flag articles for review, deletion flagging that can be executed with work flow from UI rather than having to do through API.
• Custom reporting capability like for Zendesk ticketing for Help Center.
• I would like to see the service to update the Twitter feed used more frequently and be updated with more meaningful info, but that happens with every service tool I have ever known since I was born.

We've used the enterprise edition for three years.

In general, no, there we some issues around report name change during the reporting platform migration which was a little frustrating, but in general updates are managed well and even when they do fail they recover well.

It's a solid 7/10 for specific contacts, and it would be higher including my account managers in two different regions and also tech contacts. I would rate them all 9/10.

Setup was straightforward if you know where you’re looking. Therein lies the crux of the issue. Do you know where to look? Given that there are a lot of configuration points to correctly setup your ZD instance ,it may not be out of the box, but no tool is, and I feel the investment to get up to speed with ZD is definitely worth it.

In-house, but if time is a consideration, get a vendor. If you cannot afford it, invest the time and users to ample guides and knowledge on their support site and get involved in their communities. Actively use Zendesk support, which is great particularly for new users.

The ROI is related to your requirements and what you are trying to achieve and how well they address those needs. For us, it does what we need, which is ticketing, reporting, automation, responders, use of .csv imports, data extracts, API use for Help Center and other projects.

Take the time to understand what your workload is before you even move into Zendesk. You will then be able to determine how many agents licenses you require.

Also, understand the requirements for what you need in terms of functionality as Zendesk Enterprise is significantly more costly than Plus but offers much more. You need to work out if you actually need that functionality and what price point is acceptable for the number of agents you have.

Remember, if you are looking at big numbers of agents talk with an account manager and see what price you can get. You will never know unless you give it a go.

• MS CRM
• SalesForce
• Siebel
• Infra
• Front Range HEAT
• AR Remedy

We chose Zendesk because of its ease of use and the projected ROI. Do you really need to invest in the beast and have a TCO that needs to cover an architectural team worth over $500,000 a year? In some cases absolutely, and the ROI justifies it in my case for this and my last organization. There are a lot of things where we can work with what we have.

Go and see people who use it, or at least gather feedback from the community. Join the Zendesk support community and ask.

Zendesk Ticket Interface

Reporting

Zendesk helps differentiate our staff into the different business units that they are responsible for.

Additionally, this add-on helps us with reporting on the specific areas of the business we need to track separately.

Second to the add-on is the Help Center. In conjunction with the multi-brand feature, using the Help Center by brand allows us to segment answers by business segment and allows our customers to find an answer before they contact support. The helpdesk feedback and tracking allows us to monitor if a helpdesk article is effective or not, thus allowing us to consistently improve our helpdesk service.

The overall user interface was a vast improvement over our previous tool. It allowed our service reps to capture and log all activity related to an inquiry much faster than before.

The semi-integration between Zopim and Zendesk works without a problem as well, and was well received by the team as being easier to use than our previous tool.

Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves. The knowledge base search is also old and only keyword based. Any large knowledge base – much like Zendesk Corporate Knowledgebase – will return many irrelevant responses.

Also, the inability to design a what-you-see-is-what-you-get interface for the reps unfortunately can affect rep performance as they have to scroll past field they don’t need to touch.

To date we have had no issues with scalability.

Service and Support are excellent. Whilst the knowledge base leaves a lot to be desired and the push to use the community is as annoying as it is unreliable, if you do contact support they are responsive and thorough.

We used a support product from Oracle. It had all the bells and whistles, however it was dated and very expensive as well as hard to maintain without a developer. Zendesk saves us over $50,000 per year and can be maintained in-house by our staff.

Deployment was very easy. In fact, very little assistance was needed from Zendesk Support.

If you understand CRM strategy and basic set up you can start using Zendesk out-of-the-box. Customization and maintenance are easy.

There are several shortcomings in the product when compared with other tools such as the ability to create child incidents, assign and track tasks related to the completion of an incident, and then to report on them are a challenge and require add-on tools.

I implemented this tool myself. Their implementation coach was great, but there was little help other than coordination needed from Zendesk. I found many times they couldn’t offer a solution to my questions, and I either had to do a workaround or figure out a different way of doing things. When I did need to get engineering involved they were very helpful and engaged in developing a solution.

ROI is easily over $50,000 per year.

Licensing is fairly flexible and they have fairly standard licensing offerings. The sales team did work with us on a solution for our particular need.

Develop your reporting requirements early as you may have to implement customer fields or applications to be able to get what you need.

Also, document exceptions outside your normal service flow in order to get the Zendesk implementation team up to speed early to learn if what you want can be done.

Lastly, review the apps store to see what you might need so that you can implement those capabilities up front.

The ticketing system is invaluable as well as the integrations.

We use the JIRA integration to track bugs and customer feedback.

Before the JIRA integration, we weren't able to track incidents of bugs in an aggregated manner. Now it's much easier to track incidents and follow up for more information from customers experiencing issues.

The JIRA integration has helped tremendously with bug tracking and timely resolution.

I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets. It would also be nice to have easier formatting tools/shortcuts for responses to customers.

We've used Zendesk since I've worked at Indiegogo, which has been about two years.

I wasn't involved with the initial deployment.

I've had no issues with instability.

No problems scaling.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.