Zendesk Review

You can reply to tickets by simply replying to email and start tickets by shooting an email to the right address.


Valuable Features

Feedback system through emails – the fact that you can reply to tickets by simply replying to email, also starting tickets by shooting an email to the right address.

Improvements to My Organization

It makes life much easier e.g. clients who never used Zendesk before needn’t learn it, they can just shoot an email to report an issue.

Room for Improvement

It needs to have a more intuitive application of macro’s in changing ticket statuses.

Use of Solution

We've used it for two years.

Deployment Issues

There were no issues with the deployment.

Stability Issues

There were no issues with the stability.

Scalability Issues

We have had no issues with scaling it for our needs.

Customer Service and Technical Support

It is rarely needed.

Initial Setup

It's straightforward for me.

Implementation Team

We did it in-house.

Pricing, Setup Cost and Licensing

The pricing is much higher than that of other solutions.

Other Solutions Considered

It wasn’t my personal decision, but, I would go for Zendesk over QuickBase or MS Dynamics, which I had a chance to use for years as well, anytime.

Other Advice

If their price is acceptable, I would recommend using Zendesk to all companies whose clients and employees need a simple way of raising issues.

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