Zendesk Previous Solutions
We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.
View full review »We have implemented Asana recently and use it in a similar fashion. I've also used Freshdesk which had too much tagging and was too time-consuming.
If I could compare Zendesk support with other ticketing systems, like Asana or Freshdesk, Zendesk and Freshdesk are very similar as opposed to Asana. Asana is just for if you are creating tasks. Here, you actually send an email in Zendesk or Freshdesk. I feel like that's the main difference when it comes to Freshdesk and Zendesk. It's much more transparent, and it's very organized. With Freshdesk at the moment is not really automatic in terms of translations. You have to write everything in English and if you want to translate it to Spanish, then you have to copy and paste it to a different tab, and then from there, you have to translate it and then add it. With Zendesk, everything is transparent. As soon as you click send, the text is going to go translated.
View full review »I believe Zendesk and FreshDesk are among the better tools available, especially for medium-sized businesses scaling up. But I haven’t used them personally. I've heard that Zendesk is more popular and commonly used in customer service-related functions.
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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.
767,847 professionals have used our research since 2012.
AJ
Abha Jhunjhunwala
Staff Technical Writer at Netradyne
Before using Zendesk Guide, I was working with Confluence for almost a full year. Confluence makes it much easier for me to import a Word document and convert it into an article, whereas Zendesk doesn't allow you to do that very easily. It will ask you to upload it to Google Drive, and then from there you can import it. This isn't something most companies will allow, since Google Drive is not a very secure site to upload your confidential data. Downloading a PDF was also much easier in Confluence—I could just go there, click, select "PDF", and the entire case would get exported as a PDF. With Zendesk, in order to convert any section, article, or category into a PDF, you will either have to buy their app or do your own in-house coding.
View full review »I was previously using ManageEngine. We switched to Zendesk Support because of the data from the Gartner website. We trust their information.
View full review »LL
Ludovic Leleu
Customer service manager at a healthcare company with 1,001-5,000 employees
Our company didn't previously use a similar solution. We used to build it ourselves on our website, but it was very disappointing.
View full review »BX
reviewer1560129
Customer Success Manager at a computer software company with 51-200 employees
We also use Jira internally. We also use Pendo.
View full review »AM
reviewer1434366
Project Manager/Product Owner at a tech services company with 11-50 employees
We are a service IT company. We have Zendesk for our employees internally and ServiceNow being used as a practice for external customers. They also have a practice at ProKarma and they are using it. Now we are experts and can set up whatever we need. We're trying to decide between Zendesk and ServiceNow.
View full review »Zendesk has been with us from the beginning.
View full review »AR
Anna Romanoff
Senior Application Support Engineer at a tech services company with 51-200 employees
I used to use TOPdesk. We switched to Zendesk. Now we are comparing the two to see which we'd prefer. Some of my colleagues are still using TOPdesk, however, I am exclusively on Zendesk.
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We initially tried Desk.com but their documentation was not accurate and their API was buggy.
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CC
CezarCardon
FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam
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.
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.
View full review »We didn’t use any other ticket systems.
View full review »There was no other solution in place at this environment.
View full review »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.
View full review »Previous product used was Oracle RightNow. The solution was bulky, only supported Windows at the time, and costly to configure. Zendesk, on the other hand, can be configured on the fly, works with any web browser, and comes with mobile apps for on-the-go staff.
View full review »We used a support product from Oracle. It had all the bells and whistles, however it was dated and very expensive as well as hard to maintain without a developer. Zendesk saves us over $50,000 per year and can be maintained in-house by our staff.
View full review »No we didn't. We were stuck with utilizing a shared mailbox to separate all the requests. It was very time consuming. Zendesk has helped out a lot with separating those requests, and now it takes up less time.
For two particular inboxes the company I was working with at the time switched from Gmail to Zendesk for ease of use and quicker analytics tools.
View full review »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 there. When we stumbled upon Zendesk there was no question. The level of functionality would take us too many man hours to create ourselves and would not be as great as Zendesk.
View full review »We used two different solutions, both quite elaborate and expensive. They required enormous infrastructure and still performed pathetically poorly. Users hated using the system Our support consultants hated the system as updating a support ticket could take five minutes or longer, just going between fields. We couldn’t get users to provide after-the-fact support feedback.
View full review »KK
reviewer1144746
Director at a construction company with 1,001-5,000 employees
We also are familiar with ServiceNow which has better licensing and better analytics. It also has a nicer dashboard.
View full review »We didn't have a ticketing solution in place before, and it was done mainly via emails.
View full review »I am not sure about that, Zendesk was already in place when I started working here but I have had experience with other products.
View full review »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.
View full review »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.
View full review »We used Netsuite which is too complex and too expensive.
View full review »No previous solution was used.
View full review »Previously, we were using another solution and I switched over for the price.
View full review »This is my first time using this kind of thing. Even though I haven't tried other solutions, I think this product is very useful and easy to use.
View full review »I was not part of the set-up.
View full review »At the time I was employed at that company there was no help desk ticket system in use prior to implementing Zendesk.
View full review »I was not involved in the decision making of choosing the support product. While I was there, the company actually moved to Salesforce.
View full review »Initially, we were using another solution and we switched due to the price factor.
View full review »There was no solution in place previously.
View full review »There was nothing in place previously.
View full review »No previous solution was used.
View full review »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.
767,847 professionals have used our research since 2012.