Zendesk Reviews

4.2 out of 5 stars
 (27)
Anonymous avatar x80
Real User
VManager, Product Catalog, Quality Control & Customer Service at a retailer with 51-200 employees

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»
626a4d7f ba0d 44fc a009 e2489d562220 avatar
Real User
Subject Matter Expert at a tech services company with 501-1,000 employees

What is most valuable?

Ease of use and simplicity (for both users and support agents). It was an absolute breeze to set up and quickly implement into our workflow. It didn’t require a large hosting infrastructure on our side, and the support team was always on the... more»

How has it helped my organization?

We had struggled with our existing support ticketing system for years due to expense, constant downtime, and excruciatingly poor performance. I discovered Zendesk by chance, managed to whip up a temporary support platform within a day, and... more»

What needs improvement?

There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle. I disliked that the reporting was very basic (but the free GoodData integration went a long way to... more»
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1873a050 f42e 4044 a45f f2732c14ea78 avatar
Consultant
e-Commerce Consultant at a consultancy

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»
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»
1fd468a7 d1a7 4ffd b341 f0932f24b3ea avatar?1457983326
Real User
Freelance Film Critic/Part-time Social Media Coordinator/Junket and Red-Carpet Personality at a media company with 51-200 employees

What is most valuable?

The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools.

How has it helped my organization?

The capability to see easily digestible (and regularly updated) analytics in regards to Zendesk usage helps every member of the team on a daily basis.

What needs improvement?

In both organizations which I worked at that utilized Zendesk, members of the respective teams were disappointed when messages were not sent successfully to email recipients (usually with Yahoo or Hotmail accounts, but not exclusively). There... more»
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Zendesk Consultants


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73e77626 e5cc 497d 98dd e0a8685fd482 avatar
20
Consultant en organisation & chargé de mission à l'international
• Recommandations auprès de la direction Générale de la SNCF sur la mise en place de plans d’actions régionaux • Consultations et formations dans les pays membres du Conseil de l’Europe sur l’élargissement des Programmes Européens Jeunesse • Analyse des besoins en situation de post-crises... more>>
1873a050 f42e 4044 a45f f2732c14ea78 avatar
430
e-Commerce Consultant
Focused on: - e-commerce startups - product & project management - cross functional teams - business processes optimisation - KPI's
Anonymous avatar x100
9
Consultant en organisation & chargé de mission à l'international

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 1514064205
Zendesk White Papers
Better Customer Experiences with Omnichannel Engagement
A Retailer’s Guide to Getting Omnichannel Customer Service Right
Your Customer Base is Expanding—Is Your Self-Service Scaling With it
The 3 Types of Customer Service Metrics That Matter
Customer Stories - Box, SwiftKey, Le Tote
Zendesk Videos
Screen Shots
Straight on v1 127 mockup 2x web
Overhead v2 161 2x
Handheld tablet 214 mockup 2x web
Support desktop v14 090 2x web
BUYER'S GUIDE
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