Zendesk Reviews

Triggers and Automations greatly help with our workflow.

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

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

The company has been using this since 2009. I joined in 2012.

We've had no issues with the deployment.

Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues.

There have been no issues scaling it.

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Pretty fast, the first-tier agents will sort your tickets within one to two hours.

Initial setup was simple. It grew over time.

In-house. Just do it. It's quite customizable, so it will take some tinkering to get into a groove with it.

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

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.

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

Navigation and application is user friendly and can be self-taught from a user perspective. Categorizing issues is also of utmost importance.

Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues.

It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together.

I've used it for one year.

I was not involved in the initial deployment.

We had no issues with the stability.

We had no issues scaling it for our needs.

8/10

I was not involved in the decision making of choosing the support product. While I was there, the company actually moved to Salesforce.

I was not involved in initial setup.

My understanding is that it was implemented as an in-house team. My advice on implementation is for workflows to be evaluated and setup up with the customers in order that they are optimizing the product. I do not feel the product was optimized based on original implementation.

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

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

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

I have used this solution for around three months.

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

There were no stability issues.

At the very beginning, we had some scalability issues.

Customer Service:

I would give the customer service a rating of 10/10.

Technical Support:

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

Initially, we were using another solution and we switched due to the price factor.

The setup was complex. This was because of the different parameters that were involved.

I used the expertise of the vendor, who had excellent knowledge of the product.

It is under assessment. I think the ROI is fairly good!

I advise primarily about the price.

You need side-by-side help from an expert.

There are a couple of features we've found most valuable for us, which are

• Macros and
• Reports.

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.

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.

We have been using this software for over three years.

We had no issues with the deployment.

We have had no issues with the stability.

We have had service clients, creating great support and managing relations, tracking jobs via ticketing system as well. In other words, it's scaled for the things we need it to do.

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 powered by a mix of Inbenta and Zendesk.

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 is based on this model and wouldn't be as successful as we are today without this support structure in place.

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 to get customized metric reporting, you need to understand how to customize their reporting.

We use the full access Enterprise Level Zendesk case management and knowledge base tracking solution. It is used both internally as well as with our customer base. I have been using it on and off for three years.

There have been no issues with the deployment.

We have had no issues with the stability.

There have been no issues scaling it for our needs.

During the early years, we were not viewed as a very large (or important) customer, but as we started to grow and expand, and started looking at other solutions besides Zendesk, that acquired us the attention we were looking for.

There was no solution in place previously.

I was not included in the initial setup.

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

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 half that I held a management position in our technical support team, I was able to add and modify the reporting to fit my needs.

Take your time with the training, use the supplied training they offer. Use their resource center and the extensive community help articles.

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

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.

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

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

We had no issues with deployment.

The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups.

As our organization grew, it couldn't scale to our needs. That's why we switched to Salesforce.

Customer Service:

6/10

Technical Support:

6/10

There was nothing in place previously.

It was straightforward as we just followed the instructions.

We did it in-house.

Make sure it is a fit for your business today and into the future.

• Insight analytics
• SLA
• Business hours

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 it.

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

I've used it for one year and two months.

No issues encountered.

No issues encountered.

No issues encountered.

Customer Service:

Never talk to them, we talk to our global IT.

Technical Support:

Never talk to them, we talk to our global IT.

No previous solution was used.

The initial setup was step-by-step. I guess our global team upgrades the plan every now and then. It is better than to do complex ones the first time.

In-house one. Never miss any training when there's a new tool.

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

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.

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.

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.