Zendesk Reviews

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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»
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.
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Consultant
Consultant en organisation & chargé de mission à l'international
Mar 31 2017

What do you think of Zendesk?

Valuable Features Some of the valuable features are its agility, simplicity, and that it is a user-friendly product. • Improvements to My Organization It helps us save costs, time, and energy. It improves the relationship with my customers. • Room for Improvement There are various aspects of this product that need improvement such as its flexibility, price, and installation. • Use of Solution I have used this solution for around three months. • Deployment Issues We did encounter some deployment issues due to the complexity of the parameters. • Stability Issues There were no stability issues. • Scalability Issues At the very beginning, we had some scalability issues. • Customer Service and Technical Support Customer Service: I would give the customer...
Consultant
Consultant en organisation & chargé de mission à l'international at a consultancy
Jun 22 2017

What do you think of Zendesk?

Valuable Features Its agility and simplicity are the most valuable features. This tool is very user-friendly. • Improvements to My Organization It saves the costs, time and energy. It improves the relationship with my customers. • Room for Improvement It needs to improve in terms of its flexibility, price, and installation. • Use of Solution I have used this solution for three months. • Stability Issues There were no stability issues. • Scalability Issues At the very beginning, we had some scalability issues. • Customer Service and Technical Support I would give the technical support a 9/10 rating. • Previous Solutions Previously, we were using another solution and I switched over for the price. • Initial Setup The setup was complex because of...

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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

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