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My previous 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.
It's a very stable tool, very powerful.
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions.
Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.
Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
I have experience with this solution. I worked with it for five years.
It is a stable product. I worked on it for five or five students. It's very stable.
Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution.
The support team is time-consuming, and they don't find the answer to our problem.
Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.
Neutral
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.
The initial setup is very difficult, and we had to use support help for the account setup.
You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.
Back then, we were paying $51 per license for agents and $89-90 per license for tech users.
We were paying around $2.25 million per year.
I would suggest using a trial version first and reading the logs before using it.
Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information securely, and this is not only limited to documents but also to images and reports.
For a specific example of how I use Zendesk in my daily workflow, I work with candidates such as nurses, helping them land jobs with multiple medical facilities. I use Zendesk to collect their information securely, including their licenses and vaccination records. They upload it to Zendesk, and I download it to verify using my personal computer. Once verified, I compile the information and upload it directly to their cases in Zendesk so that when the hiring process is completed with the facility, it will be done through Zendesk.
One of the best features Zendesk offers is its pricing compared to other software. I think Zendesk is one of the more accessible options price-wise, and it caters well to smaller enterprises because I have noticed that even previous companies that I worked at in the past, even if they were not that large, were able to afford Zendesk since it is much more affordable.
Aside from the pricing, ticket management is also a valuable feature in Zendesk because it is very centralized. Even the previous interactions with a certain person will load all of the previous cases, so everything is in one place. I do not have to jump around with other CRM tools; Zendesk has it all.
Zendesk has positively impacted my organization primarily through security. I do not have to worry about data breaches or leaks because all information is handled and processed through Zendesk, ensuring that only people within the organization can access it. I need to be at my workstation to access Zendesk, making it hard to set up outside of the network. It has to be a trusted device within a set period of time to access those files, which is really good.
Since I have been using Zendesk, there has been a significant reduction in security incidents. Since I made the switch from years ago, there has not been any serious risk, such as phishing emails. Zendesk's encryption is really effective because it prevents unauthorized access to those files.
Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes some time to load information. Most of the time, if a particular candidate has too many documents, it really takes some time to load. I wish that Zendesk could have more optimization, such as loading in the background, to make the entire loading process faster and more streamlined.
To improve Zendesk, it needs more optimization, such as loading resources in the background. If I load big profiles with a lot of documents, it should not stutter that much. Right now, when I work on those profiles with a lot of historical information, it is going to take time, around five minutes at most, to load everything.
I cannot say for sure if I have seen a return on investment with Zendesk because I am on the user side of things. However, one observable outcome is that collaboration within the team has been boosted since I use Zendesk.
My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to other customer management software. The setup is pretty simple as well, but if I dive into details with automation and all, it would take some training. I think it can be addressed within a week if I take the training rigorously.
My advice to others looking into using Zendesk is to give it a chance. Security is one of its best features, and the pricing is really good compared to its competitors, so I recommend going for it.
Since I have been using Zendesk, there has been a significant reduction in security incidents. Since I made the switch from years ago, there has not been any serious risk, such as phishing emails. Zendesk's encryption is really effective because it prevents unauthorized access to those files.
Zendesk has positively impacted my organization primarily through security. I do not have to worry about data breaches or leaks because all information is handled and processed through Zendesk, ensuring that only people within the organization can access it. I need to be at my workstation to access Zendesk, making it hard to set up outside of the network. It has to be a trusted device within a set period of time to access those files, which is really good.
I would rate my overall experience with Zendesk a 9 out of 10.
