Zendesk Review

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


Valuable Features

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

Improvements to My Organization

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

Room for Improvement

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

Use of Solution

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

Deployment Issues

No issues encountered.

Stability Issues

No issues encountered.

Scalability Issues

No issues encountered.

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.

Previous Solutions

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.

Initial Setup

Very straightforward, minimal setup required.

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.

ROI

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

Other Solutions Considered

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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