Zendesk Review

Ticket submission has been completely streamlined, but more metrics are needed.


What is most valuable?

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

How has it helped my organization?

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

What needs improvement?

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

For how long have I used the solution?

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

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

Customer Service:

6/10 – usually helpful but sometimes very slow.

Technical Support:

6/10 – usually helpful but sometimes very slow.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

Very straightforward, minimal setup required.

What about the implementation team?

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.

What was our ROI?

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

Which other solutions did I evaluate?

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

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