Zendesk Reviews

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 cases by having them arrive in the appropriate group.

This feature allowed our team orgranize and assign certain members to a particular group. Without this feature, we would manually comb through our cases which could take forever.

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 amazing user experience that QA teams dream about!

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 internal trainers can seamlessly train a team quickly on how to use Zendesk, but that would be very helpful and would help when teams scale. Bringing awareness to the features that could easily be missed using a variety of forms will be helpful (e.g. digital newsletters, social media, email updates, etc.) would be helpful.

There were no issues deploying it for us.

We've experienced no issues with performance.

It's been able to scale for our needs.

It had already been in place for a year when I joined the company

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.

The first time I sued this product, I was working for a fast-growing startup and there was a lot of software. In terms of the service, there were 60% of questions based on issues. We could do a customized answer or handle customized activity to address this. However, 30% to 40% repeated certain questions over and over. We were able to prioritize our design based on these. Knowing what people were asking about gave us a direction. They helped us to prioritize features. 

We saw a decrease in the number of tickets. It was at least 25% less. There was an increase in customer satisfaction. And that was due to the fact that this solution helped us see what we needed to see and prioritize based on what most people wanted from the company. 

What is cool about Zendesk is that they invest a lot in their documentation. If you spend a reasonable amount of hours reading the documentation, you can have a good understanding of how the solution works. 

By default, by just using their predefined templates, you can get something very nice. 

I like how it works together with support. With Zendesk support we can insert articles in our resolution to close the ticket. Your colleagues can collaborate on everything as well including work and updating an article.

The fact that you can set up an approval process, where everybody can have their own opinion, however, in the end, I was the one that was validating or not. 

The insights they provide are great. For example, you can find out what are the most popular articles? What are the articles that are not that popular? What are the keywords that people search? In that case, if they don't find anything or almost nothing, that is a clear trigger for us to write an article or improve a current one about a specific topic based on search trends.

What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.

If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". 

The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article. It has 25 to 30 reviews, however, that's not right as 80% of those reviews were by my team, not by the customer. They need to find a way to separate internal link clicks from external ones. 

I've used the solution since 2014. I've used it across two different companies. 

The solution was stable. I never had issues. The scheduled maintenance was announced well in advance and was on the weekend during hours that I wouldn't have considered work anyway.

If you wanted to scale from ten agents to 1,000 agents, then it's tricky to do it by yourself.

That's the moment when you should go for an implementation partner or something. I tried to do it by myself. I tried scaling from three or five people to 30 people. And the biggest problem is when you have a structure, and you change the structure. I found that when I was doing extracts, I had a lot of data on the previous structure and I didn't have data on the current structure and I had to do a lot of manipulation in Excel. Basically, you are losing a lot of data in analytics at the moment you decide to change the structure of your team.

In my previous company, 30 to 40 people used this product. 

Support is not great. Their support is that specific support you get from a big American tech company. For example, instead of help, if you ask something specific, they point to an article with generic information.

That's why, if you don't figure it out by yourself, honestly, you are screwed. They don't help.

I can understand why it's like this. At the end of the day, you pay several hundreds of dollars per month. Only one person in the US is maybe paying $100,000 per year. I can understand why they are trying to optimize things, however, to do this through documentation, I don't know if it's effective. The bottom line is, sometimes when you ask a human question, you would like for them to receive a human answer. To get a human, sometimes it takes three days, sometimes one week.

There seemed to be only one guy handling my ticket. They were based in the US, and if I was trying to chase information about a ticket, it would take a while. They relied far too much on documentation and sharing articles. However, this seems to be a very American approach to technical support. 

Previous to having Zendesk, my company used a European solution called TOPdesk. We were the mother company, and we forced them to eventually use Zendesk. With this previous solution, we had more flexibility in building fields, however, it was a nightmare to do the integration and transition due to too much flexibility. That's why we switched.

I left the Zendesk world for Salesforce. So I'm not up to date anymore with what they're doing. I stopped using Zendesk almost a year ago. Salesforce was brought in so that we could have everything in one place. We wanted a CRM solution.

In terms of the initial setup, if you spend a reasonable amount of time reading documentation, you can do it by yourself with no issues. There might be one line of code. Not even. You can totally do it with point and click. That's very nice. 

We were a very small company. If we switched to anything to help make things more efficient, and we immediately saw an ROI. This was true with Zendesk as well. 

We found the solution to be a bit expensive. We were using the level just below enterprise grade. 

There aren't really any extra costs beyond the standard licensing. 

I'd advise those using Zendesk to make sure to connect Guide to analytics and to check what your customers are doing and improve the content according to their needs. This is the most important thing you can do.

I'd rate the solution at an eight out of ten.

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.

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.

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 its original context. As per Zendesk, they feel it does not fit in with the direction and vision they have for Zendesk which to many people such as myself feel it’s ludicrous and not very sympathetic to the needs of its agents and administrators. Creating triggers is complicated and confusing. They should make it easier for agents.

I have been using Zendesk for more than a year now in my current company. I am the Zendesk Administrator and in charge of all customer service within the company. I was introduced to the software at an accounting software company I worked for. It was used for customer support and to help their IT Department.

We had no issues deploying it.

There have been no issues with the stability.

I only receive a certain amount of tickets throughout my working day.

The level of technical support is very good and they are very helpful.

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 software much more in depth in the recent months.

I have to admit when I started working here at AP&G, I actually got more involved into learning how to use the software better since I was the only person basically using it. I made sure to ask as many questions as I could to Zendesk support and read as many articles the Zendesk Community had to offer.

We did it in-house.

ROI I would say it has been good.

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.

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.

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%.

It's expensive.

I have been using this for more than six months,

We have had no issues with deploying it.

We have had no issues with the stability.

We haven't needed to scale as our helpdesk is quite small.

They have a very good Q&A page/system, I will give them the best rating.

We didn’t use any other ticket systems.

It's very easy and straight forward with a strong Q&A system supported.

I was the person who set up everything, I would say it’s very easy to set it up for a person who has adequate computing knowledge.

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

We were looking for a solution and we found Zendesk.

We run our support and customer services flow through Zendesk. The primary use for the solution is customer experience and assistance.

There are a lot of features to speak about. The solution has a strategic vision indicator that is a plus for me because I need to understand our customer's reason for contact, what kind of customers contact us, what issues are most frequent, what kind of issues we can solve in a better time, or the time of the day do we give support. This allows us to improve ourselves as a business.

The solution is very critical for us because we can extract information about Net Promoter Scores which is in general terms, the satisfaction of our customers, we can prioritize some developments or improvements that we need to make in our systems. 

The feature to move over my customer experience team tickets for different specialists is very valuable for my team.

The customization that is in place is really fast.

A very complete solution.

The solution could integrate better with QR codes from some websites such as Facebook.

They do not have any operations in Brazil for invoicing, this forces us to deal with international invoices which cause us some difficulties to close accounts in our accounting department. Making invoices in Brazil would be beneficial, other companies allow this such as Amazon Web Services.

We have been using the solution for three years.

The stability is really good considering we are international and the internet works really well.

We never suffered any stability or any difficulty increasing our operation. Some parts of the month we have more flows of transactions and more cost. We can run with no problem, we do not have any delay operating. 

Currently, we are upgrading and going to be having more users inside our company. We are hiring more people and we are very satisfied.

We have 16 users currently and by the end of the months, we will have 23.

We had no problems with their technical support.

We started three years ago with their support solution for proof of concept. We made a small proof of concept to in our company. That proof concept ran really well and we started to apply it with our users. It all went so fast, the starting process and deploy were so easy. The deployment took about one week.

The price is very competitive.

My advice for others thinking about purchasing the solution is to understand the purpose. Zendesk is not a solution for sales. I know that they tried to have a solution for sales but it is a customer services solution. They designed the solution for customer services and adapted it for sales. When we used this solution it turned out to be very poor. Zendesk is a very good world-class solution for customer services, not for sales. For sales, there are better solutions such as Salesforce. 

We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk.

I rate Zendesk Support a nine out of ten.

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 your company already uses one or more of the products.

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 forward, the metrics also help give insights into what areas create the most problems. These metrics allow us to be more proactive identifying and preventing potential issues.

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 must be done manually. In this respect, some other ticketing systems are more complete and allow you to collect more data.

I have used it for over a year, and my current company doesn't currently use it.

Deployment in a new environment is very simple. I cannot comment on trying to migrate any existing ticketing system to Zendesk though.

We had no issues with the stability.

It is easily scalable for departments, however, if different departments need to use it, then each may need their own customizations. If there are many departments with specific customizations, scaling the central management of Zendesk becomes more difficult.

Their support group is very kind and responsive. It is one of the better technical teams I’ve had the pleasure of working with.

There was no other solution in place at this environment.

I was not part of the initial deployment team.

The implementation was done in-house with the assistance of a team from Zendesk’s team.

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

Other solutions that were considered include ConnectWise, LanDesk, Spiceworks, among others. Zendesk was chosen because it is the most user friendly.

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

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

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.

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

I used Zendesk daily for about two years.

There were no problems with the deployment at all. It went very smoothly.

It's been very stable.

There have been no issues scaling it for our needs.

I personally never had to call Zendesk for tech support or customer service. That was funneled through a different person.

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.

I was not involved with the deployment.

Implementation was done by one person other than me with the direct assistance of Zendesk.

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 great reporting features, and easy to learn.