Zendesk Guide Archived Reviews (More than two years old)

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Consultant
Consultant en organisation & chargé de mission à l'international at a consultancy
Jun 22 2017

What do you think of Zendesk Guide?

What is most valuable?

Its agility and simplicity are the most valuable features. This tool is very user-friendly.

How has it helped my organization?

It saves the costs, time and energy. It improves the relationship with my customers.

What needs improvement?

It needs to improve in terms of its flexibility, price, and installation.

For how long have I used the solution?

I have used this solution for three months.

What do I think about the stability of the solution?

There were no stability issues.

What do I think about the scalability of the solution?

At the very beginning, we had some scalability issues.

How are customer service and technical support?

I would give the technical support a 9/10 rating.

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

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

What do you think of Zendesk Guide?

What is most valuable?

Some of the valuable features are its agility, simplicity, and that it is a user-friendly product.

How has it helped my organization?

It helps us save costs, time, and energy. It improves the relationship with my customers.

What needs improvement?

There are various aspects of this product that need improvement such as its flexibility, price, and installation.

For how long have I used the solution?

I have used this solution for around three months.

What was my experience with deployment of the solution?

We did encounter some deployment issues due to the complexity of the parameters.

What do I think about the stability of the solution?

There were no stability issues.

What do I think about the scalability of the solution?

At the very beginning,…
Find out what your peers are saying about Zendesk, ServiceNow, Atlassian and others in Help Desk Software. Updated: August 2020.
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Vendor
Customer Support/Retail Division at a consumer goods company 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 »

What's my experience with pricing, setup cost, and licensing?

The pricing is pretty fair. Of course it all depends on what kind of business you’re running and how much traffic you have and of course how many agents would be using it.

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

The product had been set up right before I started working at AP&G. I found out after I was hired I would be using Zendesk which of course I was happy about since I already was familiar with the software but I certainly have learned the… more »
Consultant
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… more »

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… more »

What's my experience with pricing, setup cost, and licensing?

Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple… more »

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

We had a homemade web based solution before, and we needed something new. The question started with: do we keep developing on our own system or do we get an out of the box solution and work from… more »

What other advice do I have?

Start a trial or contact a Zendesk partner - you won’t be disappointed!
Vendor
Risk Analyst at a financial services firm with 501-1,000 employees
Jun 07 2016

What is most valuable?

As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable. This way we were able to divide the incoming tickets into several different categories which were then assigned to team members who had the… more »

How has it helped my organization?

During the downtime of one of our business partners we were experiencing several payment related issues and as such there was a huge amount of tickets relating to this problem which were being automatically assigned to the relevant team.

What needs improvement?

Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments. While the first one would be beneficial in cases when issue was resolved and needs only to be… more »

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

We didn't have a ticketing solution in place before, and it was done mainly via emails.
Vendor
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, Billing, etc.), It was important to identify these types of… 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 their end. When executed perfectly, it can create a an… 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 there is a way to "train the trainer" process so that our… more »

What other advice do I have?

I seegreat potential I see in Zendesk and how effective we were in supporting our users with this product. I'm sure my rating will continue to get higher as the company continues to evolve and add on more features.
Vendor
Director of IT at a computer software company with 501-1,000 employees
Apr 30 2016

What is most valuable?

* Web GUI * Ease of use

How has it helped my organization?

It’s simple enough for my helpdesk level one guys to use, so they actually use it. I can’t relay on end users to submit tickets, so I need to mandate ticket logging by my techs. I’ve worked in environments that used ticket systems that were just to cluttered and complex, so the techs simple didn’t… more »

What needs improvement?

For end users who do submit tickets, they would often just respond to a thread from a previous email exchange and the email topic would get recycled even though they were contacting us about an entirely new topic, so tickets would be misleading. They need to fix the email thread response problem

What other advice do I have?

Just buy it. It's worth it, and you’ll be happy.
Vendor
Client Support Manager – Night Shift at a marketing services firm with 501-1,000 employees
Apr 28 2016

What is most valuable?

Triggers and Automations greatly help with our workflow.

How has it helped my organization?

It pretty much keep people responsible and accountable in various stages of our workflow.

What needs improvement?

The built-in Satisfaction system is pretty basic: "Good" or "Bad" and optional "Why". This could be expanded a bit more.

What's my experience with pricing, setup cost, and licensing?

The overhead per agent gets rather expensive once you grow your team.

What other advice do I have?

Do evaluate it well. Though if you are using email to manage your support tasks, get a helpdesk now.

Which other solutions did I evaluate?

We checked out Freshdesk and HelpScout -- upcoming with better pricing! Migrating from Zendesk will be a major move though, so we are sticking with Zendesk for now.
Vendor
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 »

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

Zendesk has been with us from the beginning.

What other advice do I have?

This is pretty much the only customer service solution I've used for this purpose so can't compare it to anything else. It gets the job done and there's not much to complain about in terms of functionality and results. It'd be nice to have… more »
Consultant
IT Support Technician at a consultancy with 501-1,000 employees
Apr 28 2016

What is most valuable?

The ability to use macro’s and customize them, it saves time by having preset responses to frequently asked questions or requested instructions.

How has it helped my organization?

The ability to track the number of requests helps our organizations ability to monitor and manage incoming requests and prioritize urgent requests to fulfil our obligation to our customers.

What needs improvement?

There is an option, I would like to see, the ability to group my requests into different states. It helps me manage my requests better and organize the requests into easily managed groups or problem… more »

What's my experience with pricing, setup cost, and licensing?

I am not entirely sure. I am not involved in purchases.

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

I am not sure about that, Zendesk was already in place when I started working here but I have had experience with other products.

What other advice do I have?

Zendesk is a great product for managing and maintaining requests from users. It is simple to use and quite effective in tracking progress on all requests, re-assigning issues to higher level support… more »
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 Satisfaction Rating. As we try our best to provide our customers… 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 our customer’s expectations and we can also monitor and… 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 to 2-3 days for the Zendesk support team to fully solve an… more »

What other advice do I have?

The first reason I would recommend Zendesk is that this is a user-friendly and easy to customize tool. Due to the various options and applications that Zendesk offers we were able to personalize this tool to match our most important business requirements. And it can be accessed from almost all types… more »
Consultant
Helpdesk Technician at a tech services company with 501-1,000 employees
Apr 17 2016

What is most valuable?

The most valuable aspects would be its relative ease of use and its ability to integrate with many other popular SaaS products. The integrations are especially useful if… more »

How has it helped my organization?

When first implemented, this product help give accountability to internal service requests, recording who worked on which issue and when it was resolved. As we move… more »

What needs improvement?

It is easy to use, however, it is not quite as powerful as many other ticketing systems out there. If you want it to record certain data or attributes, it can be done, but… more »

What's my experience with pricing, setup cost, and licensing?

You may be able to save by using less agents, depending on how you structure your ticketing workflow.

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

There was no other solution in place at this environment.

What other advice do I have?

There is a simple to use free trial for companies considering Zendesk.

Which other solutions did I evaluate?

Other solutions that were considered include ConnectWise, LanDesk, Spiceworks, among others. Zendesk was chosen because it is the most user friendly.
Consultant
Customer Onboarding at a tech services company with 51-200 employees
Apr 14 2016

What is most valuable?

Simplicity in the way tickets come in and how easy it is to reply. We also have it integrated with our chat tool Olark and when I am offline on chat then the offline chats come in through Zendesk.

How has it helped my organization?

Easy to keep track of all the tickets that have come, you can categorize tickets and search for them based on that category, you can add tags, create reports. They have good data reporting that gives ability to track performance, response… more »

What needs improvement?

The ability to share tickets with other members of the organization without having to buy license for each one. Change the date/time option from today, yesterday to actual day/date.

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

We previously used Salesforce. That was a very cumbersome system for simple customer ticketing. Salesforce is good if you have multiple teams using it for sales, support, admin, but we wanted a simple customer ticket system that was offered… more »

What other advice do I have?

If you are looking for a simple ticketing system that anyone can understand and implement(support personnel who is not tech-savvy) then this is the one. Salesforce requires a person to be somewhat tech-savvy.
Vendor
Consultant / Public Speaking / Writing with 51-200 employees
Apr 14 2016

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.

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.
Consultant
Subject Matter Expert at a tech services company with 501-1,000 employees
Apr 10 2016

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… 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 »

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

We used two different solutions, both quite elaborate and expensive. They required enormous infrastructure and still performed pathetically poorly. Users hated using the system Our support consultants hated the system as updating a support… more »

What other advice do I have?

Users took about one or two days to get to know the new way of call logging, and we were running on full steam within a week. When the system did go down for a couple of hours (probably three times in two years) it was noticeable, but only… more »
Vendor
Market and Business Development - USA & Canada at a printing company with 501-1,000 employees
Apr 04 2016

What is most valuable?

There are a couple of features we've found most valuable for us, which are * Macros and * Reports.

How has it helped my organization?

We have improved the service to clients, creating great support and managing relationships. We're now able to track jobs via the ticketing system as well. Every department in our organization relies on Zendesk.

What needs improvement?

We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement. The app also needs to be made more user-friendly.
Vendor
Senior Sales Engineer at a computer software company with 51-200 employees
Mar 31 2016

What is most valuable?

I currently barely use Zendesk any longer, I have changed roles from post sales support to a pre sales role and we no longer have to use it. I do refer to our knowledge base quite often, which is now… more »

How has it helped my organization?

We are a customer support model based organization. When our customers experience an issue or need help, we direct them to enter support tickets and to expect follow up via that interface. Our company… more »

What needs improvement?

We had to modify extensively the reporting features to be meaningful to our business. In addition to this, our internal business is very much metric driven, they did a good job with these metrics, but… more »

What's my experience with pricing, setup cost, and licensing?

I was not included or part of the financial aspects of this product.

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

There was no solution in place previously.

What other advice do I have?

The product is fairly solid, the solution is fairly easy to manage and to be used by our customers. The reporting that was native out of the box was a bit on the light side, but over the year and a… more »
Vendor
Institutional Sales Executive (Head of APAC region) at a financial services firm with 51-200 employees
Mar 31 2016

What is most valuable?

I think it’s the view function, the privilege setting of different roles and spam filter, it helps us work more efficiently in ticket resolving and the data security.

How has it helped my organization?

We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%.

What needs improvement?

It's expensive.

What's my experience with pricing, setup cost, and licensing?

The price is not cheap but it’s affordable for us. I think we are on the second cheapest deal.

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

We didn’t use any other ticket systems.

Which other solutions did I evaluate?

We were looking for a solution and we found Zendesk.
Consultant
Customer Experience Lead at a tech services company with 51-200 employees
Mar 31 2016

What is most valuable?

The most valuable for me is the home option because I can easily sort my open tickets, ticket statistic, and satisfaction statistic. Also the ticket matrix where I can check a report in order to hit KPIs is helpful.

How has it helped my organization?

We can check how fast we can help customers with their inquiries, how customer satisfied with our services using satisfaction score, we also could managed which matrix that we need to improved our performance, and last but not the least, we also can help customer inquiries from Facebook or live chat… more »

What needs improvement?

I would like easy access for the mobile app as it can take quite a while to load the data.

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

This is my first time using this kind of thing. Even though I haven't tried other solutions, I think this product is very useful and easy to use.
Real User
Self Employed at a tech company with self employed
Mar 29 2016

What is most valuable?

Zendesk is very easy to setup and its processes are intuitive. Agents can learn to use the interface within a very short time-frame. The feature that stands out for me, is the ability to create your own apps for Zendesk. I hardly ever feel limited by the framework and can add individual… more »

How has it helped my organization?

Working with different companies, I found, that Zendesk helped to improve a lot of the existing workflows. It even forces you to rethink lots of the existing structures. The outcome: Better workflows, more control, a better understanding of reports and numbers in general.

What needs improvement?

I would like to see more freedom when creating "Triggers" and "Automations". While the system is intuitive, I would like to be able to script these processes, rather than using the more limited drag and drop system.

What other advice do I have?

When implementing Zendesk, make sure to understand the way Zendesk works in the first place. Plan ahead: What channels will be used? What kind of ticket views will be needed? Will there be different types of agents? Do we need to add functionality via apps? Once you answered all the necessary… more »
Vendor
Application Support Specialist at a construction company with 51-200 employees
Mar 29 2016

What is most valuable?

The reporting feature. It was easy to use and discover and trends occurring in the calls to discuss in meetings.

How has it helped my organization?

More accountability. When you have a ticket(s) open it makes you accountable to get it resolved. It provides real data from a production perspective as well.

What needs improvement?

Not that it was particularly difficult, but we needed direct assistance from Zendesk for the implementation.

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

There was no previous ticketing system in place. Several others were evaluated but Zendesk being web based and having integration with Gmail was a big part of the deciding factor.

What other advice do I have?

Of the several different help desk ticket systems I have used ZenDesk was the easiest to learn and use during a call. Give Zendesk a serious look during your evaluation process. This product is scale-able for any size of help desk, has… more »
Vendor
IT Consultant/System Adminstrator at a tech company with 501-1,000 employees
Mar 28 2016

What do you think of Zendesk Guide?

What is most valuable?

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

How has it helped 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.

What needs improvement?

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

For how long have I used the solution?

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

What was my experience with deployment of the solution?

We had no issues with deployment.

What do I think about the stability of the solution?

The stability was a problem as our help desk grew. The product would…
Vendor
Team Lead - CSM Nordics at a marketing services firm with 1,001-5,000 employees
Mar 28 2016

What is most valuable?

Feedback system through emails – the fact that you can reply to tickets by simply replying to email, also starting tickets by shooting an email to the right address.

How has it helped my organization?

It makes life much easier e.g. clients who never used Zendesk before needn’t learn it, they can just shoot an email to report an issue.

What needs improvement?

It needs to have a more intuitive application of macro’s in changing ticket statuses.

What's my experience with pricing, setup cost, and licensing?

The pricing is much higher than that of other solutions.

What other advice do I have?

If their price is acceptable, I would recommend using Zendesk to all companies whose clients and employees need a simple way of raising issues.

Which other solutions did I evaluate?

It wasn’t my personal decision, but, I would go for Zendesk over QuickBase or MS Dynamics, which I had a chance to use for years as well, anytime.
Vendor
Project Coordinator at BlackSquare Inc.
Mar 23 2016

What is most valuable?

I'd say that the integration options that Zendesk offers are the most valuable features to our team. We eJIRA as our internal development software, and Zendesk's integration provides us the ability to create new JIRA tickets based on the information that we receive from our clients. This feature allows are team to be as efficient as possible as it reduces any duplication of work, which is always a… more »

How has it helped my organization?

Another important Zendesk integration that our team leverages is Slack. We use Slack as our internal mode of communication on the regular, and the integration with Zendesk allows us to receive customer notifications this way, as well. Zendesk updates come to us in real-time via Slack, and because it's how we normally communicate as a team, we receive them in the least-disruptive way possible.

What needs improvement?

My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at.
Consultant
Consultant at a consultancy with 10,001+ employees
Mar 23 2016

What is most valuable?

It was easy to setup and has plug-and-play possibilities. It required very little coding from our side and could practically be setup using drop-down options in the system's setup and engine.

How has it helped my organization?

It forced the organization to rethink sub-par work processes and enabled us to work smarter. When we suggested new changes to the business processes our helpdesk questioned why we couldn't do it like we always had, but revealing that the old ways of doing so was time consuming and illogical. Zendesk helped streamline our ticket workflow.

What needs improvement?

We needed to code stuff on our side due to business specific needs which Zendesk could not account for.
Real User
Head of Customer Service at a hospitality company with 51-200 employees
Mar 23 2016

What do you think of Zendesk Guide?

What is most valuable?

It is easy to use, highly customizable and makes our work faster.

How has it helped my organization?

The possibility to quickly send templates emails based on content and user language.

What needs improvement?

I would like to see improvement in the "trigger" sections and "macros" as well. Both should have conditional fields to customize.

For how long have I used the solution?

We've used it for three years.

What was my experience with deployment of the solution?

We have had no issues with the deployment.

What do I think about the stability of the solution?

There have been no issues with the stability.

What do I think about the scalability of the solution?

There have been no issues scaling it for our needs.

How are customer service and

Vendor
Freelance Film Critic/Part-time Social Media Coordinator/Junket and Red-Carpet Personality at a media company with 51-200 employees
Mar 15 2016

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… more »

What's my experience with pricing, setup cost, and licensing?

I was not involved with the financial decision making process and thus cannot comment on this question.

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

For two particular inboxes the company I was working with at the time switched from Gmail to Zendesk for ease of use and quicker analytics tools.

Which other solutions did I evaluate?

I was not involved with this decision making process and thus cannot comment on this question.
Vendor
Marketplace Integrity Specialist at a comms service provider with 51-200 employees
Jan 18 2016

What is most valuable?

The ticketing software itself as well as the reporting features have been most valuable

How has it helped my organization?

Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform

What needs improvement?

I would like to see the ability to merge between companies/teams. We have separate teams using Zendesk, and while we can move tickets to one another we cannot take certain actions to them as they are technically 'the other team's'.

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

I was not part of the set-up.

What other advice do I have?

The team at Zendesk is there to help, so don't be afraid to reach out. There are many 'hidden' tools that make CS agents life easier, find them, use them.
Vendor
Technical Support Engineer, Team Lead at a computer software company with 501-1,000 employees
Dec 20 2015

What is most valuable?

The cloud web app is the single most valuable feature for me.

How has it helped my organization?

It allows employees to work remotely and to reply to the customer on the go.

What needs improvement?

It would be easier to setup if there was metadata available and an API guru resource available. This would help in migrating user information from old platforms to Zendesk.

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

Previous product used was Oracle RightNow. The solution was bulky, only supported Windows at the time, and costly to configure. Zendesk, on the other hand, can be configured on the fly, works with any web browser, and comes with mobile apps… more »

What other advice do I have?

Get the Enterprise edition to start with. It has an excellent support team to answer all questions you may have. If migration of old tickets can be avoided, it will be much faster and cheaper. Don't forget those legacy links pointing to the… more »
Consultant
Senior Operations Manager at a tech services company with 1,001-5,000 employees
Nov 29 2015

What is most valuable?

The features I find most valuable are the relative ease of configuration and the add-ons.

How has it helped my organization?

We used to receive email notifications into Outlook. It is extremely easy to create a mail.

What needs improvement?

* They should build in a ticket auto-assignment module, which would be amazing. This would set Zendesk apart without having to use third-party apps. Although these are fantastic and useable, they… more »

What's my experience with pricing, setup cost, and licensing?

Take the time to understand what your workload is before you even move into Zendesk. You will then be able to determine how many agents licenses you require. Also, understand the requirements for what… more »

What other advice do I have?

Go and see people who use it, or at least gather feedback from the community. Join the Zendesk support community and ask. Zendesk Ticket Interface Reporting

Which other solutions did I evaluate?

* MS CRM * SalesForce * Siebel * Infra * Front Range HEAT * AR Remedy We chose Zendesk because of its ease of use and the projected ROI. Do you really need to invest in the beast and have a TCO that… more »
Consultant
Sr Director of Channel Sales and Customer Service at a tech services company with 501-1,000 employees
Nov 28 2015

What is most valuable?

Zendesk helps differentiate our staff into the different business units that they are responsible for. Additionally, this add-on helps us with reporting on the specific areas of the business we need… more »

How has it helped my organization?

The overall user interface was a vast improvement over our previous tool. It allowed our service reps to capture and log all activity related to an inquiry much faster than before. The… more »

What needs improvement?

Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves. The knowledge base search is also old and only keyword based. Any large knowledge base – much like… more »

What's my experience with pricing, setup cost, and licensing?

Licensing is fairly flexible and they have fairly standard licensing offerings. The sales team did work with us on a solution for our particular need.

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

We used a support product from Oracle. It had all the bells and whistles, however it was dated and very expensive as well as hard to maintain without a developer. Zendesk saves us over $50,000 per… more »

What other advice do I have?

Develop your reporting requirements early as you may have to implement customer fields or applications to be able to get what you need. Also, document exceptions outside your normal service flow in… more »
Vendor
Customer Happiness Associate at Indiegogo
Nov 28 2015

What is most valuable?

The ticketing system is invaluable as well as the integrations. We use the JIRA integration to track bugs and customer feedback.

How has it helped my organization?

Before the JIRA integration, we weren't able to track incidents of bugs in an aggregated manner. Now it's much easier to track incidents and follow up for more information from customers experiencing issues. The JIRA integration has helped tremendously with bug tracking and timely resolution.

What needs improvement?

I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets. It would also be nice to have easier formatting tools/shortcuts for responses to customers.
Vendor
IT Specialist at a non-profit with 501-1,000 employees
Nov 26 2015

What is most valuable?

Internal notes and archiving of tickets for future reference are valuable features for us.

How has it helped my organization?

Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based).

What needs improvement?

Metrics – I would like to see it more based around ticket submissions/reasons.

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

Yes, we used a Sharepoint based ticket system that was very antiquated and difficult to manage. I vetted a few other systems, including Spiceworks. I chose Zendesk due to its pricing and great list of features.

Which other solutions did I evaluate?

I would highly recommend Zendesk for medium sized IT teams of approximately five to 20 people.
Vendor
Operations Intelligence at a transportation company with 51-200 employees
Nov 24 2015

What is most valuable?

* Insight analytics * SLA * Business hours

How has it helped my organization?

Insight analytics made the reporting process easier. We integrated it with GoodData, and every time you need to create a report in order to see something, you just need to put the right elements into… more »

What needs improvement?

The more customization you do, the slower it will be. Maybe this could be improved.

What's my experience with pricing, setup cost, and licensing?

We use the Professional plan, which costs $49 per agent per month.

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

No previous solution was used.

What other advice do I have?

It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses. No other platform is better than this one.
Vendor
Account Coordinator at a tech vendor with 201-500 employees
May 31 2015

What do you think of Zendesk Guide?

Valuable Features

Zendesk has helped us to better connect and respond quicker to our clients.

Improvements to My Organization

Report Generator needs to be improved.

Room for Improvement

I was not there at the initial deployment of Zendesk with my past company.

Use of Solution

I have used it for one year.

Deployment Issues

Overall, I don't think I did. There were a few instances where Zendesk was not updating my tickets and I kept getting an error message.

Stability Issues

No, I think the tool is great for small business and smaller start-up companies.

Scalability Issues

I never dealt with Zendesk customer service, but I have heard great things about it.

Customer Service and Technical Support

Customer Service: I believe the company had a trial period with…
Consultant
Google Apps deployment Specialist and Support Manager at a tech services company with 501-1,000 employees
May 28 2015

What is most valuable?

* Merging similar incident tickets into one ticket as a problem ticket * APIs to integrate with other CRM solutions like Remedy and RemedyForce

How has it helped my organization?

* Handling tickets within the SLA * Smart search of archived tickets for auditing purposes * Support metrics to analyse the work done by the support team during certain period of time.

What needs improvement?

The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.

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

No previous solution was used.

What other advice do I have?

This is one of the better solutions on the market for SMBs. It's good if your main concentration is tickets. It lacks features for attaching enough information in the ticket.

Which other solutions did I evaluate?

* Remedy * RemedyForce
Vendor
Application Support Specialist at a construction company with 51-200 employees
May 27 2015

What do you think of Zendesk Guide?

What is most valuable?

Reporting Tracking

How has it helped my organization?

When I used it, it helped with tracking tickets and identifying trends in help desk calls.

For how long have I used the solution?

I used it for two years.

What was my experience with deployment of the solution?

No issues, it went well.

What do I think about the stability of the solution?

I did not experience any stability issues during the two years I used Zendesk.

What do I think about the scalability of the solution?

None at all.

How are customer service and technical support?

Customer Service: I never had to call customer service. That was done by the admin person. Technical Support: I personally never had to call the Zendesk tech support, as again it was handled by admin.

Which

Vendor
HR Source Specialist at a computer software company with 1,001-5,000 employees
May 27 2015

What is most valuable?

It's been very helpful with tracking our tasks and how long it's taking us to finish our tasks. Also, assigning tickets to certain members, and being able to add other email aliases to tickets. It… more »

How has it helped my organization?

Getting through the recruiting process has been a lot smoother. It's easier for our team to follow up with candidates and check what stage they're at (such as if they need an offer drafted, or if they… more »

What needs improvement?

Merging tickets. It's very time consuming; maybe the system can automatically merge tickets that are related and on the same topic.

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

No we didn't. We were stuck with utilizing a shared mailbox to separate all the requests. It was very time consuming. Zendesk has helped out a lot with separating those requests, and now it takes up… more »

What other advice do I have?

It's an amazing product. It really helps out in organizing all our tasks. Not only that, but it pulls metrics if you're curious to see how many requests come in, and how long it takes to complete… more »

Which other solutions did I evaluate?

No we didn't as before our team took on Zendesk, it was already implemented within our IT team.
Consultant
Technical Director - Data Center Solutions at Atrion
May 01 2014

What do you think of Zendesk Guide?

Have been using Zendesk for years and still love the product.
Consultant
Architect at a consultancy with 501-1,000 employees
Feb 21 2014

What is most valuable?

Customizable features, sandbox, documentation, support

How has it helped my organization?

We were able to get up and running with Zendesk in a very short time. While our IT department uses Zendesk for it's internal ticket handling, my team uses Zendesk to… more »

What needs improvement?

The look and feel could use a little more polish. The way information is presented in the admin console is a bit unorthodox and hard to get used to.

What's my experience with pricing, setup cost, and licensing?

We pay about $70/month per agent which is pretty high. We plan to add more agents soon but need to think carefully about who exactly is an "agent" in this context, because… more »

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

We initially tried Desk.com but their documentation was not accurate and their API was buggy.

What other advice do I have?

Rely on their excellent documentation and don't be afraid to ask them for help.

Which other solutions did I evaluate?

Yes we evaluated (and mistakenly purchased) Desk.com
Consultant
IT Administrator at a tech consulting company with 51-200 employees
Oct 27 2012

What is most valuable?

1. As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application. 2. It delivers elegant ticket management. It is easy to manage and has a self-service community platform. 3. Multiple features are available to configure and to use Zendesk like chat, Twitter, Facebook, performance meter. 4. Integration with business applications (like MS Dynamic, edocr, Drupal, BlackBerry etc) is possible.

What needs improvement?

1. Agent module is clumsy. 2. Customer search is disconnected. 3. Many channel inquiries are not possible to collect into a single interface. 4. No URL integration with back office system. 5. Customizable help center is not available.

What is Zendesk Guide?

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 Guide customers

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

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