Zendesk Review

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


Valuable Features

  • Insight analytics
  • SLA
  • Business hours

Improvements to 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.

Room for Improvement

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

Use of Solution

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

Deployment Issues

No issues encountered.

Stability Issues

No issues encountered.

Scalability Issues

No issues encountered.

Customer Service and Technical 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.

Previous Solutions

No previous solution was used.

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.

Implementation Team

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

Pricing, Setup Cost and Licensing

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

Other Advice

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.
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