Zendesk Valuable Features

Ahmed Nassar - PeerSpot reviewer
Technical Consultant at Spectrum Group

It's a very stable tool, very powerful.  

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

The most valuable aspect is transparency. Everybody can see everything, including all of the tickets, even from different departments. It doesn't have many tags. It is not as time-consuming as Freshdesk, for example, is. There was literally just one link and you click on that link and the ticket is basically assigned to your name. That's pretty easy. There is a drop-down menu from where you just choose, let's say, the name under whom you want to assign the ticket, and then the ticket will be assigned and the person notified. 

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Prasanth MG - PeerSpot reviewer
Software Engineer at Readyly

Zendesk Support has a lot of good APIs. They have support for triggers, whereby instead of us monitoring Zendesk Support's system for any change, it will notify us when a change happens. So it takes a lot of our load away.

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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

Overall, Zendesk works well for me. The icons here are not overwhelming, and I only need to contact support once a day. Then, once you receive a request, you'll get an immediate notification, and you can respond to the client right away. Additionally, on Zendesk, you can create different items to categorize requests from clients in different regions, such as the US or other areas. We should definitely support that.

Additionally, Zendesk has a profile and knowledge base. You can connect Zendesk from Notion as well because we use Notion too. Any information you type on Notion, you can easily bring it in on Zendesk, which is super, super cool. Then if you want to get more information about the client you're working on, you can get them on Zendesk, which is super cool.

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

It is very easy to connect back and forth between the requester and the person fulfilling the ticket.

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AJ
Staff Technical Writer at Netradyne

One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting. 

Another valuable feature is the security, which is very robust. The JWT and the SSO give us peace of mind, knowing that our content is secure and that nobody else can access it. They have tie-ups with various video platforms, so we can host our videos there, and then we can just add the code here once. Then, when the video changes, we don't have to update the code—it happens seamlessly. 

I could go on and on. Another valuable feature is that we can customize user access for content. In Zendesk Guide, we have various levels of approval which the content can go through before it is released. We can actually set the release date for particular content in the future, so that we don't have to keep track of it, and it automatically gets released then. Also, the labeling feature enables us to conduct very smart searches. 

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

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions. 

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Tariq-Muhammad - PeerSpot reviewer
SEO at Samen Limited

The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal.

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

One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use. 

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

It's very convenient to use. 

We can add the time, including the time it takes for a particular incident ticket to be resolved. It's convenient that we can add the time taken for each incident ticket. It helps illustrate how long issues take to resolve.

The solution is quite fast.

It is quite a stable product overall.

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

I always find myself exclusively on Slack using Zendesk. I really enjoy the Slack integration. I don't think I've ever been the actual interface for Zendesk. Our support team of course lives in the Zendesk interface every day. I kind of just use the Slack integration. 

The stability is very good.

The initial setup is simple and straightforward.

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

The product offers very good management. It has a great ability to assign tickets based on content.

There is multi-channel support and a self-service portal.

The product integrates well with Salesforce

The product features as we were currently using them are fantastic.

The solution offers a very good SLA. 

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it_user433563 - PeerSpot reviewer
VManager, Product Catalog, Quality Control & Customer Service at a retailer with 51-200 employees

Since I'm the main user for the retail site I haven't had to deal with any multi-user issues so can't comment on that. The 'mark as spam' and setting up tickets with certain titles to be automatically solved/deleted is probably the most important feature for me. Weeding out spam and tickets that don't warrant any attention is extremely valuable when it comes to time-saving.

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

In terms of the most valuable features, we like the SLA options and the reporting feature because it runs a report.

Additionally, it has good management, the ability to sign tickets based on content, multi-channel support, the self-service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.

We go in there and we set up our requests for how we want it for each of our groups, meaning for the Salesforce team, and so forth. And then we change it accordingly, adding different features or attributes based on the need, and then run reports.

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it_user77253 - PeerSpot reviewer
Architect at a consultancy with 501-1,000 employees
Customizable features, sandbox, documentation, support View full review »
it_user347661 - PeerSpot reviewer
Senior Operations Manager at a tech services company with 1,001-5,000 employees

The features I find most valuable are the relative ease of configuration and the add-ons.

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it_user448350 - PeerSpot reviewer
Contact Center Support Specialist (Onsite at Google) at a tech company with 1,001-5,000 employees

The most important feature that I was able to utilize the most was the ability to create the different groups in which our support emails came in. Since we had different departments (e.g. Pre-orders, Order Management, Technical Issues, Billing, etc.), It was important to identify these types of cases by having them arrive in the appropriate group.

This feature allowed our team orgranize and assign certain members to a particular group. Without this feature, we would manually comb through our cases which could take forever.

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CC
FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam

What is cool about Zendesk is that they invest a lot in their documentation. If you spend a reasonable amount of hours reading the documentation, you can have a good understanding of how the solution works. 

By default, by just using their predefined templates, you can get something very nice. 

I like how it works together with support. With Zendesk support we can insert articles in our resolution to close the ticket. Your colleagues can collaborate on everything as well including work and updating an article.

The fact that you can set up an approval process, where everybody can have their own opinion, however, in the end, I was the one that was validating or not. 

The insights they provide are great. For example, you can find out what are the most popular articles? What are the articles that are not that popular? What are the keywords that people search? In that case, if they don't find anything or almost nothing, that is a clear trigger for us to write an article or improve a current one about a specific topic based on search trends.

What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.

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it_user430629 - PeerSpot reviewer
Customer Support/Retail Division at a consumer goods company with 501-1,000 employees

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.

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it_user415365 - PeerSpot reviewer
Institutional Sales Executive (Head of APAC region) at a financial services firm with 51-200 employees

I think it’s the view function, the privilege setting of different roles and spam filter, it helps us work more efficiently in ticket resolving and the data security.

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JB
CEO at Finanblue

There are a lot of features to speak about. The solution has a strategic vision indicator that is a plus for me because I need to understand our customer's reason for contact, what kind of customers contact us, what issues are most frequent, what kind of issues we can solve in a better time, or the time of the day do we give support. This allows us to improve ourselves as a business.

The solution is very critical for us because we can extract information about Net Promoter Scores which is in general terms, the satisfaction of our customers, we can prioritize some developments or improvements that we need to make in our systems. 

The feature to move over my customer experience team tickets for different specialists is very valuable for my team.

The customization that is in place is really fast.

A very complete solution.

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it_user422388 - PeerSpot reviewer
Helpdesk Technician at a tech services company with 501-1,000 employees

The most valuable aspects would be its relative ease of use and its ability to integrate with many other popular SaaS products. The integrations are especially useful if your company already uses one or more of the products.

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it_user245394 - PeerSpot reviewer
Application Support Specialist at a construction company with 51-200 employees

The reporting feature. It was easy to use and discover and trends occurring in the calls to discuss in meetings.

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it_user357579 - PeerSpot reviewer
Technical Support Engineer, Team Lead at a computer software company with 501-1,000 employees

The cloud web app is the single most valuable feature for me.

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it_user347544 - PeerSpot reviewer
Sr Director of Channel Sales and Customer Service at a tech services company with 501-1,000 employees

Zendesk helps differentiate our staff into the different business units that they are responsible for.

Additionally, this add-on helps us with reporting on the specific areas of the business we need to track separately.

Second to the add-on is the Help Center. In conjunction with the multi-brand feature, using the Help Center by brand allows us to segment answers by business segment and allows our customers to find an answer before they contact support. The helpdesk feedback and tracking allows us to monitor if a helpdesk article is effective or not, thus allowing us to consistently improve our helpdesk service.

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it_user245391 - PeerSpot reviewer
HR Source Specialist at a computer software company with 1,001-5,000 employees

It's been very helpful with tracking our tasks and how long it's taking us to finish our tasks. Also, assigning tickets to certain members, and being able to add other email aliases to tickets. It also helps organize how we go through our work day.

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it_user430692 - PeerSpot reviewer
e-Commerce Consultant at a consultancy

A very useful feature in Zendesk is the Ticket Sharing option, because it eases the communication between the Customer Service team and the other departments and it keeps all information in one place.

Another important feature is the Satisfaction Rating. As we try our best to provide our customers with professional support, it’s extremely helpful that they have the option to rate our service and give an overall feedback on how they perceived the entire support process.

I would also give a thumbs-up for the various channels you can connect Zendesk to, making it very easy for the user to manage all incoming and outgoing requests with one tool.

And I like that we can separate the public comments from the private ones without having to use different communication tools.

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it_user405756 - PeerSpot reviewer
Freelance Film Critic/Part-time Social Media Coordinator/Junket and Red-Carpet Personality at a media company with 51-200 employees

The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools.

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it_user413283 - PeerSpot reviewer
Zendesk Specialist at a tech services company with 51-200 employees

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 workflows and the apps framework.

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it_user434886 - PeerSpot reviewer
Director of IT at a computer software company with 501-1,000 employees
  • Web GUI
  • Ease of use
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it_user421542 - PeerSpot reviewer
Subject Matter Expert at a tech services company with 501-1,000 employees

Ease of use and simplicity (for both users and support agents). It was an absolute breeze to set up and quickly implement into our workflow. It didn’t require a large hosting infrastructure on our side, and the support team was always on the ball.

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KK
Director at a construction company with 1,001-5,000 employees

We've been satisfied with its general capabilities. 

The stability has been very good.

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it_user456531 - PeerSpot reviewer
Risk Analyst at a financial services firm with 501-1,000 employees

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.

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it_user433557 - PeerSpot reviewer
IT Support Technician at a consultancy with 501-1,000 employees

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

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it_user409911 - PeerSpot reviewer
Consultant at a consultancy with 10,001+ employees

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. 

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it_user414228 - PeerSpot reviewer
Self Employed at a tech company with self employed

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.

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it_user347154 - PeerSpot reviewer
Customer Happiness Associate at Indiegogo

The ticketing system is invaluable as well as the integrations.

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

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it_user422004 - PeerSpot reviewer
Customer Onboarding at a tech services company with 51-200 employees

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.

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it_user346989 - PeerSpot reviewer
IT Specialist at a non-profit with 501-1,000 employees

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

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it_user411153 - PeerSpot reviewer
Project Coordinator at BlackSquare Inc.

I'd say that the integration options that Zendesk offers are the most valuable features to our team. We eJIRA as our internal development software, and Zendesk's integration provides us the ability to create new JIRA tickets based on the information that we receive from our clients. This feature allows are team to be as efficient as possible as it reduces any duplication of work, which is always a bonus in the start-up world.

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it_user410553 - PeerSpot reviewer
Head of Customer Service at a hospitality company with 51-200 employees

It is easy to use, highly customizable and makes our work faster.

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it_user245439 - PeerSpot reviewer
Google Apps deployment Specialist and Support Manager at a tech services company with 501-1,000 employees
  • Merging similar incident tickets into one ticket as a problem ticket
  • APIs to integrate with other CRM solutions like Remedy and RemedyForce
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it_user577017 - PeerSpot reviewer
Consultant en organisation & chargé de mission à l'international at a consultancy

Its agility and simplicity are the most valuable features. This tool is very user-friendly.

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it_user415359 - PeerSpot reviewer
Customer Experience Lead at a tech services company with 51-200 employees

The most valuable for me is the home option because I can easily sort my open tickets, ticket statistic, and satisfaction statistic. Also the ticket matrix where I can check a report in order to hit KPIs is helpful.

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it_user413340 - PeerSpot reviewer
Team Lead - CSM Nordics at a marketing services firm with 1,001-5,000 employees

Feedback system through emails – the fact that you can reply to tickets by simply replying to email, also starting tickets by shooting an email to the right address.

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it_user371346 - PeerSpot reviewer
Marketplace Integrity Specialist at a comms service provider with 51-200 employees

The ticketing software itself as well as the reporting features have been most valuable

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it_user245394 - PeerSpot reviewer
Application Support Specialist at a construction company with 51-200 employees
  • Reporting
  • Tracking
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it_user433575 - PeerSpot reviewer
Client Support Manager – Night Shift at a marketing services firm with 501-1,000 employees

Triggers and Automations greatly help with our workflow.

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it_user422025 - PeerSpot reviewer
Consultant / Public Speaking / Writing with 51-200 employees

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

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it_user628071 - PeerSpot reviewer
Consultant en organisation & chargé de mission à l'international

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

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it_user417060 - PeerSpot reviewer
Market and Business Development - USA & Canada at a printing company with 501-1,000 employees

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

  • Macros and
  • Reports.
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it_user416046 - PeerSpot reviewer
Senior Sales Engineer at a computer software company with 51-200 employees

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.

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it_user413475 - PeerSpot reviewer
IT Consultant/System Adminstrator at a tech company with 501-1,000 employees

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

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it_user344577 - PeerSpot reviewer
Operations Intelligence at a transportation company with 51-200 employees
  • Insight analytics
  • SLA
  • Business hours
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it_user2589 - PeerSpot reviewer
IT Administrator at a tech consulting company with 51-200 employees
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. View full review »
it_user247317 - PeerSpot reviewer
Account Coordinator at a tech vendor with 201-500 employees

Zendesk has helped us to better connect and respond quicker to our clients.

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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.