Zendesk Primary Use Case

Ahmed Nassar - PeerSpot reviewer
Technical Consultant at Spectrum Group

My company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.

It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.

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Jovana Pavlovic - PeerSpot reviewer
Senior Back Office Manager at a financial services firm with 51-200 employees

The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.

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Prasanth MG - PeerSpot reviewer
Software Engineer at Readyly

Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.

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Buyer's Guide
Zendesk
March 2024
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
MO
User Happiness Manager at a recruiting/HR firm with 501-1,000 employees

We use Zendesk Support to receive customers' requests. So, we basically emanate me a customer and get a submit a request from our Zendesk. We just pick it up from Zendesk and respond to their requests. You can also receive chats through Zendesk. 

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JW
Sr. HR Reporting Manager at a comms service provider with 10,001+ employees

We use Zendesk in multiple ways. We use it as a ticketing system for our reporting requests that come in for HR reporting. We also use Zendesk as a kind of workspace. 

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AJ
Staff Technical Writer at Netradyne

One of our use cases of Zendesk Guide is to create a knowledge base. We also use it to host our videos and PDFs for customers. With Zendesk Guide, we have the Multibrand solution that we are leveraging, and we are creating multiple health centers, customized for each of our clients. 

We are working with the SaaS version of this solution. 

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BharatR - PeerSpot reviewer
Product Marketing Manager at a educational organization with 201-500 employees

My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.

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Tariq-Muhammad - PeerSpot reviewer
SEO at Samen Limited

We are a service provider and provide our customers with services.

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LL
Customer service manager at a healthcare company with 1,001-5,000 employees

Our primary use case of Zendesk Guide is for care and use instructions, or for web shop instructions. We use it to provide basic knowledge about how eCommerce products work—for example, "How do I cancel an order?"—as well as for contact forms, like registrations of warranty. It's not standard, but you can build several contact forms for one brand. A use case we are building now is for storing product pages and information so that our support team can sell products that are not on the web shop. We also use it for information about the company and we link it with the live chat so that we can share articles on the Zendesk Guide directly into the live chat, which is a great help to customers. 

We have 23 brands, which means we have to develop 23 Zendesk Guides, all in different languages. I'm pretty sure this solution is cloud-based because we don't store anything into our system. 

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AR
Senior Application Support Engineer at a tech services company with 51-200 employees

I'm in support and I'm using it basically for incident management and things like that.

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BX
Customer Success Manager at a computer software company with 51-200 employees

We primarily use the solution for customer-facing tickets.

The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration, so it's added to Zendesk.

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AM
Project Manager/Product Owner at a tech services company with 11-50 employees

We are in support. Zendesk is being used by the IT group help desk and also by our team. We are an internal team that supports SharePoint, Salesforce, and Tableau. We use it for tickets for customer issues. We also use it for a help desk for everyone else internally.

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AM
Project Manager/Product Owner at a tech services company with 11-50 employees

We are in support. Zendesk is being used by the IT group help desk and also by our team. We are an internal team that supports SharePoint, Salesforce and Tableau. So we use it for tickets for customers' issues. And then of course I see folks use it for the help desk for everyone else internally.

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JB
CEO at Finanblue

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

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Buyer's Guide
Zendesk
March 2024
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.