Zendesk Reviews

4.4 out of 5 stars
 (11)
Anonymous avatar x80
Real User
VManager, Product Catalog, Quality Control & Customer Service at a retailer with 51-200 employees
Apr 28 2016

What is most valuable?

Since I'm the main user for the retail site I haven't had to deal with any multi-user issues so can't comment on that. The 'mark as spam' and setting up tickets with certain titles to be automatically solved/deleted is probably the most... more»

How has it helped my organization?

Zendesk allows you to manage Twitter messages, Olark chats and phone messages all in one place. It's a great hub for all of your customer service issues and not sure how tough it would be to manage all incoming inquiries in a timely manner... more»

What needs improvement?

Right now, Zendesk does what we need it to do for us. I've had a few issues setting it up to receive incoming facebook messages. Not sure if this needs attention on the backend or if I just need a rep to help with the setup, but like I... more»
1873a050 f42e 4044 a45f f2732c14ea78 avatar
Consultant
e-Commerce Consultant at a consultancy
Apr 25 2016

What is most valuable?

A very useful feature in Zendesk is the Ticket Sharing option, because it eases the communication between the Customer Service team and the other departments and it keeps all information in one place. Another important feature is the... more»

How has it helped my organization?

Zendesk is a smart tool, helping us to become very well organized and, if necessary, to rethink our business strategies. ,We have a real-time overview on all requests coming from different channels, we can set service level agreements to meet... more»

What needs improvement?

As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/ 7 support. Due to the fact that it is used by a large number of countries, being on different time zones, sometimes it can take up... more»
Help desk software report from it central station 2018 03 31 thumbnail
Find out what your peers are saying about Zendesk, ServiceNow, Atlassian and others in Help Desk Software.
265,519 professionals have used our research since 2012.
Bbbd5fb4 edfb 40f6 adfc 8e767bde603c avatar
Real User
Customer Support/Retail Division at a Consumer Goods with 501-1,000 employees
Feb 28 2017

What is most valuable?

In Views there are lists of all unsolved tickets, recently updated tickets, pending tickets, etc. It makes it very easy for me to keep track of all the tickets.

How has it helped my organization?

I am already a very organized person but the product really does everything for you. The way it’s set up makes it very easy for agents, end-users, and administrators to use.

What needs improvement?

It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form... more»
1c09aeac 297c 43f8 8bc8 fe5b9867bb09 avatar
Real User
Zendesk Specialist at a tech services company with 51-200 employees
Aug 28 2016

What is most valuable?

The ease of use and great flexibility is awesome. Also, as an agent it's the macros and the tight integration with the Help Center. As an administrator, it's more how easy it is to configure the workflows and the apps framework.

How has it helped my organization?

It has lifted our customer service! Not only can we reply faster, we are more accurate on multiple channels and we get a lot of data from the system that we can use to become even better!

What needs improvement?

There is always room for improvement - The trick is to find an improvement that benefits a broad part of Zendesk’s user base. The product base is solid and i can’t think of anything major that needs fixing.
Anonymous avatar x80
Real User
Contact Center Support Specialist (Onsite at Google) at a tech company with 1,001-5,000 employees
May 23 2016

What is most valuable?

The most important feature that I was able to utilize the most was the ability to create the different groups in which our support emails came in. Since we had different departments (e.g. Pre-orders, Order Management, Technical Issues,... more»

How has it helped my organization?

This has positively impacted our customer service experience by allowing us to respond to users in a timely manner. Quickly reply back to our users with a listed of saved responses. A timely and accurate response is all the user can see on... more»

What needs improvement?

For smaller environments, some type of tutorial or walk through would be helpful for first time users. Hands on training will speed up productivity and will get agents to hit the ground running with a minimal learning curve. I'm not sure if... more»
See 6 more reviews

Articles

User Assessments By Topic About Zendesk

Help desk software report from it central station 2018 03 31 thumbnail
Find out what your peers are saying about Zendesk, ServiceNow, Atlassian and others in Help Desk Software.
265,519 professionals have used our research since 2012.

Zendesk Questions

Zendesk Projects By Members

Zendesk Consultants

What is Zendesk?

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Zendesk customers

Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania

Vendor 8285 screenshot 1519508169
BUYER'S GUIDE
Not sure which Help Desk Software solution is right for you?

Download our free Help Desk Software Report and find out what your peers are saying about Zendesk, ServiceNow, Atlassian, and more!
Help desk software report from it central station 2018 03 31 thumbnail

Sign Up with Email