Zendesk Archived Reviews (More than two years old)

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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!
Find out what your peers are saying about Zendesk, ServiceNow, Atlassian and others in Help Desk Software. Updated: May 2020.
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Consultant
Technical Director - Data Center Solutions at Atrion
May 01 2014

What do you think of Zendesk?

Have been using Zendesk for years and still love the product.

What is Zendesk?

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 customers

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

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