Zendesk Review

The most valuable feature was its simplicity as it was made easy to use. It was good for a while, but the organization grew larger than the software and hence the upgrade to Salesforce.


Valuable Features

The most valuable feature was its simplicity as it was made easy to use.

Improvements to My Organization

It was good for a while, but the organization grew larger than the software and hence the upgrade to Salesforce, which was more robust for the amount of end users.

Room for Improvement

They need to improve on the customization and having the ability to scale up.

Use of Solution

I worked with Zendesk for seven to eight months and then we switched to a customized version of Salesforce for Help Desk use.

Deployment Issues

We had no issues with deployment.

Stability Issues

The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups.

Scalability Issues

As our organization grew, it couldn't scale to our needs. That's why we switched to Salesforce.

Customer Service and Technical Support

Customer Service:

6/10

Technical Support:

6/10

Previous Solutions

There was nothing in place previously.

Initial Setup

It was straightforward as we just followed the instructions.

Implementation Team

We did it in-house.

Other Advice

Make sure it is a fit for your business today and into the future.

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