Zendesk Reviews

We've been satisfied with its general capabilities. 

The stability has been very good.

The licensing model needs to be more customer-friendly. At the moment you have to buy different pieces. ServiceNow, for example, provides just a part of their premium.

There needs to be better insights and analytics. Right now it's lacking.

The dashboard could be better.

We haven't bought service provisioning. We haven't bought the knowledge base, those were part of the main product. The chatbot is there, however, we tried it and it was lacking.

I've been using the solution for over seven years. It's been a while. 

We have found the stability to be quite good. It's reliable. There are no bugs or glitches. It doesn't crash or freeze.

We also are familiar with ServiceNow which has better licensing and better analytics. It also has a nicer dashboard.

I wasn't a part of the implementation process. I wouldn't be able to comment on how it went or what was involved. 

The licensing should be more extensive and not broken into individual pieces. It's hard to figure out what you need at the outset.

We are a customer and an end-user.

I'd rate the solution at a six out of ten. It's good, however, it lacks a few features across different areas. 

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 best expertise and skills to resolve them as quickly as possible.

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.

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 brought to attention the latter would be good when a specific issue would be dependent on several team members.

I've using the post-2012 version for about 20 months.

There were no issues with the deployment.

We had no issues with the performance.

It's been able to scale for our needs.

10/10 as they are prompt, courteous, and is available 24/7 via a wide array of channels. Zendesk's team was really great and when there were any issues or questions they were more than willing to assist. When there were issues with the stability and connectivity these were promptly resolved and we were updated on any of these.

We didn't have a ticketing solution in place before, and it was done mainly via emails.

It's straightforward to implement, and the documentation is extensive. Zendesk is willing to assist if you have issues.

We used an in-house team with assistance from the vendor. Should you have any questions you should ask Zendesk, they are there to help.

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

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.

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 types.

I've used it for one year nine months, and the company I work for has had it for longer.

Our Zendesk is not hosted locally.

We have had no issues with the stability.

We gradually include new users to Zendesk without any issues.

We have had excellent response time from Zendesk and issues are usually fixed quickly.

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

I was not involved when Zendesk was initially set up.

We have an in-house employee that manages Zendesk so I am not involved with implementation.

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

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 agents, prioritizing and reporting progress on requests.

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. 

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.

We needed to code stuff on our side due to business specific needs which Zendesk could not account for.

It's easy to setup.

It was stable.

It's scalable/

It required configuration which most people with understanding of business processes can do. No developer's help is essentially needed for the most basic functionality to work.

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 functionality.

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.

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.

I am a Zendesk customer/user. I work as a consultant for different companies all over the world. I usually suggest using Zendesk.

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 questions, make sure to create a small plan with focus on scalability.

The ticketing system is invaluable as well as the integrations.

We use the JIRA integration to track bugs and customer feedback.

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.

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.

We've used Zendesk since I've worked at Indiegogo, which has been about two years.

I wasn't involved with the initial deployment.

I've had no issues with instability.

No problems scaling.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

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.

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 times, and a zillion things that can be reported. We have integrated it with Olark and Jira as well.

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.

I've been using it for four years.

It was deployed by our IT team and so I cant answer to that but as far as I know we started with the free trial and liked it very much so started paying for it.

We have had no issues with the stability.

We have had no issues with scaling it for our needs.

The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to tickets within 24 hours.

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 by Zendesk.

We did offer a Zendesk instance to our partner client through us, and the deployment was not an issue at all.

It was done by an in-house team.

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.

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

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

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

I've used it for one and a half years.

No issues encountered.

No issues encountered.

No issues encountered.

6/10 – usually helpful but sometimes very slow.

6/10 – usually helpful but sometimes very slow.

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.

Very straightforward, minimal setup required.

In-house. The only recommendation I have is to make sure your users know how it functions and that there are multiple ways to submit tickets.

ROI is difficult to gauge, but Zendesk is willing to work on pricing for non-profits.

I would highly recommend Zendesk for medium sized IT teams of approximately five to 20 people.