Zendesk Review

​The ticketing software itself as well as the reporting features have been most valuable.


What is most valuable?

The ticketing software itself as well as the reporting features have been most valuable

How has it helped my organization?

Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform

What needs improvement?

I would like to see the ability to merge between companies/teams. We have separate teams using Zendesk, and while we can move tickets to one another we cannot take certain actions to them as they are technically 'the other team's'.

For how long have I used the solution?

We've used it for one year.

What was my experience with deployment of the solution?

I have not seen any issues.

What do I think about the stability of the solution?

I have not seen any issues.

What do I think about the scalability of the solution?

I have not seen any issues.

How are customer service and technical support?

Customer Service:

Zendesk has great customer service and there are rarely technical issues.

Technical Support:

I have not used a different ticketing service, but in comparison to CS communication software such as Olark, phone support, and emails - Zendesk has been the easiest solution.

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

I was not part of the set-up.

How was the initial setup?

I believe the implementation was done through an in-house team.

What other advice do I have?

The team at Zendesk is there to help, so don't be afraid to reach out. There are many 'hidden' tools that make CS agents life easier, find them, use them.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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author avatarVincent Guibert
Top 5LeaderboardConsultant

Thanks, what kind of "hidden" tools are you talking about ?