Zendesk Review

This is one of the better solutions on the market for SMBs but it needs to allow more information to be put into tickets.

Valuable Features

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

Improvements to My Organization

  • 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.

Room for Improvement

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

Use of Solution

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

Deployment Issues

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

Stability Issues

No issues encountered.

Scalability Issues

No issues encountered.

Customer Service and Technical Support

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

Previous Solutions

No previous solution was used.

Initial Setup

It's straightforward.

Implementation Team

It was done in-house.

Other Solutions Considered

  • Remedy
  • RemedyForce

Other Advice

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.

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