Zendesk Review

Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues​​.


What is most valuable?

Navigation and application is user friendly and can be self-taught from a user perspective. Categorizing issues is also of utmost importance.

How has it helped my organization?

Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues.

What needs improvement?

It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together.

For how long have I used the solution?

I've used it for one year.

What was my experience with deployment of the solution?

I was not involved in the initial deployment.

What do I think about the stability of the solution?

We had no issues with the stability.

What do I think about the scalability of the solution?

We had no issues scaling it for our needs.

How are customer service and technical support?

8/10

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

I was not involved in the decision making of choosing the support product. While I was there, the company actually moved to Salesforce.

How was the initial setup?

I was not involved in initial setup.

What about the implementation team?

My understanding is that it was implemented as an in-house team. My advice on implementation is for workflows to be evaluated and setup up with the customers in order that they are optimizing the product. I do not feel the product was optimized based on original implementation.


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

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