Zendesk Review

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


Valuable Features

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

Improvements to My Organization

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

Room for 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'.

Use of Solution

We've used it for one year.

Deployment Issues

I have not seen any issues.

Stability Issues

I have not seen any issues.

Scalability Issues

I have not seen any issues.

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.

Previous Solutions

I was not part of the set-up.

Initial Setup

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

Other Advice

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.
1 Comment
Vincent GuibertConsultantTOP 5LEADERBOARD

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

04 July 17
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