Zendesk Reviews

Internal notes and archiving of tickets for future reference are valuable features for us.

Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based).

Metrics – I would like to see it more based around ticket submissions/reasons.

I've used it for one and a half years.

No issues encountered.

No issues encountered.

No issues encountered.

Customer Service:

6/10 – usually helpful but sometimes very slow.

Technical Support:

6/10 – usually helpful but sometimes very slow.

Yes, we used a Sharepoint based ticket system that was very antiquated and difficult to manage. I vetted a few other systems, including Spiceworks. I chose Zendesk due to its pricing and great list of features.

Very straightforward, minimal setup required.

In-house. The only recommendation I have is to make sure your users know how it functions and that there are multiple ways to submit tickets.

ROI is difficult to gauge, but Zendesk is willing to work on pricing for non-profits.

I would highly recommend Zendesk for medium sized IT teams of approximately five to 20 people.

• 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.

Customer Service:

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

Technical Support:

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.

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.

SalesForce

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

• Merging similar incident tickets into one ticket as a problem ticket
• APIs to integrate with other CRM solutions like Remedy and RemedyForce

• Handling tickets within the SLA
• Smart search of archived tickets for auditing purposes
• Support metrics to analyse the work done by the support team during certain period of time.

The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.

I've used the webportal and the Android App for two years.

No this is a simple online portal hosted on a cloud platform.

No issues encountered.

No issues encountered.

Zendesk tech support is done via a forum, but the knowledge base contains most of the technical knowledge.

No previous solution was used.

It's straightforward.

It was done in-house.

• Remedy
• RemedyForce

This is one of the better solutions on the market for SMBs. It's good if your main concentration is tickets. It lacks features for attaching enough information in the ticket.

• Reporting
• Tracking

When I used it, it helped with tracking tickets and identifying trends in help desk calls.

I used it for two years.

No issues, it went well.

I did not experience any stability issues during the two years I used Zendesk.

None at all.

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.

At the time I was employed at that company there was no help desk ticket system in use prior to implementing Zendesk.

There was one person who worked with Zendesk to implement it.

• ZoHo
• Freshdesk
• SysAid

Zendesk is a great product but find a software package that will work best for your team and company.

It's been very helpful with tracking our tasks and how long it's taking us to finish our tasks. Also, assigning tickets to certain members, and being able to add other email aliases to tickets. It also helps organize how we go through our work day.

Getting through the recruiting process has been a lot smoother. It's easier for our team to follow up with candidates and check what stage they're at (such as if they need an offer drafted, or if they need a background check initiated). It has also been very helpful with scheduling interviews, especially when we get 20+ requests at what time. Keeps everything very organized.

Merging tickets. It's very time consuming; maybe the system can automatically merge tickets that are related and on the same topic.

We have been using it for about seven months right now.

No issues so far.

Only some outages here and there, but the Zendesk Twitter feed is awesome on letting the whole world know what's wrong and that they're working on it.

No issues encountered, and many different teams are utilizing Zendesk here at the company.

Customer Service:

I have never had to contact customer service in regards to Zendesk, which I would say that's a good thing.

Technical Support:

We haven't run into any issues at all!

No we didn't. We were stuck with utilizing a shared mailbox to separate all the requests. It was very time consuming. Zendesk has helped out a lot with separating those requests, and now it takes up less time.

Very straightforward. We went over in one training session, how it works, closing a ticket, assigning tickets, etc.

I believe it was an in-house implementation.

No we didn't as before our team took on Zendesk, it was already implemented within our IT team.

It's an amazing product. It really helps out in organizing all our tasks. Not only that, but it pulls metrics if you're curious to see how many requests come in, and how long it takes to complete those requests. I would highly recommend this product.

Customizable features, sandbox, documentation, support

We were able to get up and running with Zendesk in a very short time. While our IT department uses Zendesk for it's internal ticket handling, my team uses Zendesk to integrate with a web app on a project for a client. We're able to build a robust web app including help desk functionality that makes the product owner and client very happy.

The look and feel could use a little more polish. The way information is presented in the admin console is a bit unorthodox and hard to get used to.

Three months

We initially tried Desk.com but their documentation was not accurate and their API was buggy.

It was mostly straightforward initially. Once you get into it it gets more complicated. We wanted to embed the solution into a webpage which required the Zendesk team to make a custom tweak to their config (which they warned us about).

In-house consultant and in-house employees. They did a great job.

We pay about $70/month per agent which is pretty high. We plan to add more agents soon but need to think carefully about who exactly is an "agent" in this context, because the price is quite high.

Yes we evaluated (and mistakenly purchased) Desk.com

Rely on their excellent documentation and don't be afraid to ask them for help.

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.

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.