Zendesk Reviews

I have not used Zendesk for a few years now, but when I did at TOPs Software, I used it for four years to set up macros, to handle the ticket and user management within there, the customer service and success and onboarding. We used Zendesk for all of it.

The most I have used Zendesk was again with TOPs Software for customer ticket management. All of our SaaS customers and our on-prem solution, the original TOPs, all filtered their support inquiries through Zendesk. That is how our support and product and development and customer success teams managed the tickets and collaborated to merge them for multiple items related to product feature requests and such.

We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request.

This is in relation to customer ticket management, reporting and integrations, and communication through Zendesk. The customer's replies being directly fed into Zendesk and us being notified of those updates, being able to customize the updates for a specific user.

I really loved the macros. It was easy to use. There were some scripts and things that our support manager would have to run sometimes to get it to work right, but otherwise it was a great product.

We would all bring those tickets together under one master ticket. We used the macros a lot to handle processes through automation that we did not have to redo every single time based on what the ticket was about or how we wanted to respond to it.

We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request. I really liked the ability to merge and notify the associated customers that there had been updates on their tickets.

The reporting and integrations were something we obviously used extensively. We used Open APIs for all of our integrations to TOPs, to our various systems. I feel the views and the prompts and the visibility inside the regular Zendesk interface pretty much give you everything you need at a user and group level without necessarily having to formulate and push a bunch of reports.

All of the outcomes related to better service for customers. Obviously, the response times were faster because everything is real-time. Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements, being able to communicate all of this back to the end user and the customer without having to manually write all of it up. It is all built into the macros, prompts, notifications, or updates that we built into Zendesk.

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful.

Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

I have not used Zendesk for a few years now, but when I did at TOPs Software, I used it for four years.

There were no issues at this time regarding the needed improvements to Zendesk or something about the product itself or my experience with updates, support or features.

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities. I did not get directly involved with much of the pricing and negotiations or contracting.

We loved being able to track everything about tickets, including their open times and notifications for users associated with the tickets. It provided better service to customers both internally and to the end users.

All of the outcomes related to better service for customers. The customer's replies being directly fed into Zendesk and us being notified of those updates, being able to customize the updates as a specific user. Obviously the response times were faster because everything is real time.

Positive

I previously used a different solution before Zendesk that was something internal and proprietary, but I cannot remember exactly.

We had all of those solutions to deploy Zendesk. Our company was started in 1985. In that time we moved from floppy disk all the way to web-based through Azure.

I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in. I do not have personal ROI details on what was spent versus what was returned, but I can say that the knowledge base build-outs, we had a person dedicated to that, but had she not been able to create knowledge-based materials and replicate those on a routine basis, we would have had to have multiple people do her job whereas Zendesk took care of it as soon as she loaded the materials into the system. I do not have any other metrics besides that.

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities.

The marketing for Zendesk could potentially be improved because I have not used it for years. I feel it could and should be used more. It is one of those systems that you will move through many ticket management systems or proprietary solutions or internal or something built into a system you already use and often it lacks a lot of the functionality that you end up finding you want, such as the response counters or the macros, or the merging of the tickets with the auto notification to everybody tied to that ticket. These are things that may have been improved upon since I last used it, but the marketing could benefit from approaches like webinars similar to what ZoomInfo and those kinds of companies use to promote themselves and keep them top of mind for even people who do not currently use their service. I would rate this product an 8 out of 10.

My primary use case for Zendesk is for customer and product support. Users enter in a ticket, which then comes into the internal side for review and work, or escalation to full completion.

A typical scenario is a customer calls in or submits a ticket online. The ticket then comes into the product or customer support queue. From the queue, the agent or representative pulls the ticket and starts working on it depending on what the issue is. The ticket serves as the primary source of reference for all customer and issue-related information, as the customer's information, product information, and reference tools are all connected through the Zendesk ticket.

The ticket gets worked, then gets closed out, and an email is sent to the customer or to the area that opened the ticket to inform them of the resolution and the next steps needed to achieve full resolution.

I love how Zendesk is able to integrate with multiple platforms, and I think that is the best thing about it because we are not limited to just Zendesk's standalone functionality. Zendesk has the ability to integrate with a plethora of platforms, which allows for the capabilities of Zendesk to go beyond the general open a ticket and close a ticket functionality. It is able to bring in the integrations of our company and other platforms that we use into Zendesk and provide a one-stop-shop resource for us as a whole.

Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed. The turnaround time of ticket resolution has decreased, which has also helped productivity to increase. It has also helped our first call or first ticket resolution numbers to increase because due to Zendesk's integration abilities, the information is right there at the agent's fingertips. They are able to be more informed and able to educate the customer more effectively so that the customer and agent are able to work hand-in-hand to over-educate the customer so they are not having to come back with repeated exchanges where a ticket stays open longer. We are achieving more first call resolution or first ticket resolution, and the agent's increased productivity allows them to spend more time on the more severe tickets that may truly require more attention and time. With Zendesk's integration capabilities, the low-hanging fruit tickets are able to be answered via the resource tools as agents are able to click that dropdown, plug in the information, and send the reply. This has definitely enhanced productivity time, decreased the ticket open time, helped us achieve a faster response time for ticket completion, and increased our customer and consumer-based satisfaction scores.

Definitely time has been saved. Before Zendesk, the lifespan of a ticket would be approximately five business days. After Zendesk, the lifespan of a ticket from open to resolution is now about 27 hours, and for a complex ticket that does not have to be escalated. This is a huge improvement and is due to Zendesk being a one-stop shop and allowing for all the integrated tool options to be that one-stop resource that allows the representative to be informed and to further over-educate the customer. Productivity for the agent has gone from about 30% to about 82% on average for an everyday basis because they are more productive with their work as they are in the ticket doing the actual work itself.

As of right now, I have nothing that comes to mind as an improvement needed or a feature that could work differently or be enhanced. I think across the board, Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective. There is always a new rollout taking place, so nothing gets old and it is always the latest and greatest from a product standpoint.

I have been using Zendesk for 12 years.

Zendesk is very stable outside of the normal outage that may happen here and there with any cloud-based software, but it happens very infrequently. When it does happen, they are on top of it. They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company. It is a very stable product.

Zendesk is absolutely scalable. Every time we grow, every time we pivot, Zendesk is able to be a part of that growth. We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making. It is absolutely phenomenal when it comes to being able to keep up with the growth of our company and the needs of our company and the needs of our consumer base.

Customer support with Zendesk has always been top-tier. The few times we have had to reach out, the customer service agent has always been very professional, very informative, and has always helped to do what they said they would do. If there was a callback, the callback did take place. If it was a follow-up email, it took place. Whatever it was, they were always on top of it. We have never had a bad experience with having to reach out to Zendesk, whether it be from the account representative side, the customer support side, or the billing side. There are no issues at all.

Positive

We used Talkdesk, and Talkdesk was very generic, simple, basic, and straightforward. It was a little too simple and basic for what we needed as we were growing and for what we desired as far as integration and the ability to customize. This is what caused the switch to Zendesk.

There were quite a few other options evaluated at the time. I do not recall all of them, but again, we left from Talkdesk and went to Zendesk. There were about two or three other cloud-based softwares that were also looked at prior to making the final determination, but I do not recall exactly which ones.

My advice to others using Zendesk is to know what you need. Do not downplay the needs of the company or the needs of the customer. Definitely know what you need. You get the best use out of Zendesk when you understand the needs of your company and the needs of your customer, as Zendesk will be all that you need it to be, which requires you to know what you need it to be. I would rate my overall experience with Zendesk a 10 out of 10.

My main use case for Zendesk is to serve as a CSP, a customer support platform, and to take on a leadership role in the technical support area.

In my day-to-day work, I mainly receive tickets from Zendesk, solve these tickets, and send them back via email or chat to the customer. I also generate dashboards and analytics to further understand customer behavior, SLAs, and related metrics.

I have numerous integrations with HubSpot and Slack to keep informed of specific issues with customers, as well as integration with Jira for escalations with the engineering team. Additionally, I have used Zendesk to create analytics for the director of the customer support department.

The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email.

Our team is distributed across different parts of the world, so we maintain different SLAs. We can take this into account and send tickets to people who will be awake or on the job at that time, making it easier to offer a 24/7 experience for our clients. What I appreciate most about Workspace is that I do not have to change views; previously, switching from email to chat involved a context change, but with Workspace, this has improved significantly.

Zendesk is the main tool we use to organize and reach out to customers and to completely understand the main issues, bugs, and concerns of our customers. The analytics capabilities allow us to digest all the information and tickets into practical points that we can improve, which has been key to understanding customer behavior and complaints.

I believe Zendesk needs to align more with the current era; for example, there is not a real feature for seamless interaction through Slack or Google Meet. Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform. It would be beneficial to gather all this information and use it through an AI that agents can utilize to better assist customers. Additionally, Zendesk displays data only in the default view, so more freedom in views, such as Kanban or specific customizable views, would align better with current trends.

I find Zendesk great with integrations, but it is missing the ability to offer Slack or Google Meet channels for high-end customers. This would allow key accounts to contact us directly without needing to go through the ticket creation process, which other platforms handle effectively.

The reasons I chose a rating of eight include the lack of excellent support and the rigidity of the platform. Sometimes when I have issues, their support does not offer the best response. Additionally, Zendesk needs to explore new options and provide more freedom in ticket views.

I have been using Zendesk for six years.

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable. The problem arises in support when something goes down, as their responsiveness is not very effective.

Zendesk's scalability is excellent; all the data we collect has been invaluable for improving features and impacting various teams, including product, engineering, and marketing, as we gather information from clients and potential customers.

My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process. The agents sometimes seem inexperienced, which reflects poorly on the overall support experience. There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Positive

Before Zendesk, we did not use a different solution. We started with Zendesk because we believed it was the best platform for our needs, but we are currently switching to another option.

I cannot share specific return on investment metrics because we have always used Zendesk, and we are now changing to Pylon. However, during the time we used Zendesk, we were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.

Before choosing Zendesk, I only evaluated Intercom.

I advise others looking to use Zendesk to start by setting up strong foundational elements. As you progress, it becomes increasingly difficult to remember to add specific filters or SLAs, so ensuring a solid basic setup from the beginning is crucial for effective reporting and evaluation of the support team.

I believe Zendesk is one of the best platforms available and the standard for customer support agents. However, I have noticed that they seem too large to change effectively. While I have seen improvements, my company has decided to switch to a competitor. Nonetheless, if someone is starting and lacks a clear structure for customer support, Zendesk should be the platform they begin with and use to measure other options. I provided this review with a rating of eight.

I have been using Zendesk for approximately five years now.

I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email our support email, which comes through Zendesk, and that is how we triage all of our tickets.

I was able to use Zendesk to respond to an email from a customer who could not log in. They reached out, and I was able to use Zendesk with the macros and the different fields available to respond to the customer as well as track which company it was.

We also have different internal users use Zendesk. However, it is quite difficult to delete users. We use Zendesk to track which companies or clients are submitting help desk cases and how many they are submitting.

The features I find most valuable are the different states available: pending and active, and I believe we can add other ones. I also really appreciate macros.

When we have issues, we also use Jira, and we have different macros that we have set up that let the customer know that we have submitted a Jira ticket and sent it to our engineering team. We also use macros for basic greetings if an email has come through that we have not messaged with before.

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you what it does. Additionally, a feature to easily remove users who have left the company and no longer use Zendesk would be helpful.

Zendesk is able to track tickets, and I believe that is the main strength.

Tracking tickets does help, and it is nice to know which state they are in. However, it is difficult to find specific conversations. Once you put a ticket in different states, it is nice to know if you can find the ticket. We go through thousands of tickets, and when trying to find a specific conversation, searching for a keyword does not always work. It is helpful if you know exactly what ticket it is to see that one has a Jira ticket submitted, that one is open, that one is pending, or that one has been solved.

The organization of the tickets is quite confusing. We try to have a list organized by date, but it does not always filter correctly. We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized.

I would rate my satisfaction with Zendesk at a three or four. We have had so many different things that we have tried to do. We use Zapier with Zendesk, and that works. However, I believe it comes down to the basic functions of organization, deletion, and management of users. It is not as intuitive as we would prefer it to be, so I would rate it at a three.

The main issues are down to the organization and management of users, as well as the organization of tickets and the management of users.

I have been working in my current field for about seven months. Before that, I completed a degree in information systems.

Time saved is definitely a benefit because it puts all of our tickets in one spot. Depending on which email it is, we can have all the emails forwarded to Zendesk. However, as for money saved, probably not.

I would have them make sure that it is something they want to get into because there are definitely some pros, but at the same time, there are definitely some cons. It is not as intuitive as you would expect it to be. However, if you are willing to sit down and take considerable time and most probably spend time with support, you would likely be able to figure it out. If you are looking for a system that handles everything intuitively with easy to get cheaper licenses, Zendesk probably is not the one you would want to go with.

Currently, we only have a few licenses because it is just so expensive. With the value that we are getting out of it with the few licenses we have, we are not really impressed by it. It seems a bit too much.

We have not explored other options. We do not have any other relationships, as we just use Zendesk.

There may be opportunities with discounts or additional licenses. I do not know at this point. We are looking for maybe some way to stay with Zendesk, but currently, it just does not seem fitting for what we need. My overall rating for this product is three out of ten.

For the company I was working with that used Zendesk, they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk. Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk or Freshdesk so that you can promptly provide support on the tickets.

I use the customizable dashboards and reporting tools sometimes, and I get to automate using make.com and Zendesk.

The benefits I have seen from using Zendesk include faster response times. As a CSM, faster response is the goal, which solves the customer's challenge in a timely manner. Zendesk offers that capability, which is beneficial.

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.

I've been using Zendesk for a period of eight months. Sometimes it depends on the project and the company I'm working with. On my own, I have to make sure that I'm proficient with almost all CRM tools. I've used Zendesk for over eight months.

The scalability of Zendesk is still in the same range as Freshdesk. Both of them are on the same scale because the usability, user interface, and user experience give the same feel. That's the way 90% of the CRM tools are; they remain similar.

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Positive

The initial setup with Zendesk is straightforward because we are already brought in when it's set up, mostly by the IT department or the department in charge of setting up CRM tools. The CRM tool can be embedded in the company's website or wherever the customer goes in that they can send a complaint, or on the contact section on their site.

When they set it up, they add me as the agent or support master. Setting it up is not an issue, and it's very easy to navigate, similar to Freshdesk.

It's similar to other CRM tools. As mentioned earlier, they all have the same interface. Zendesk is fine. On a scale of 1-10, I rate Zendesk an 8.5.

My main use case for Zendesk is providing support for customers. I use Zendesk to support my customers when they open tickets because they are having issues with the applications we support. For example, if something on the application isn't working well, then they open tickets through Zendesk.

I sometimes use Zendesk for extracting a few reports and some statistics from it, but that is the only different use case that I have for Zendesk.

One of the best features Zendesk offers is the dashboards. What I appreciate most about the dashboards in Zendesk is that the tables come in a data frame format, which is visually easy to understand. The dashboards generate data from the tickets automatically, and they are easy to configure as well.

The positive impact of Zendesk on my organization is the cost. Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.

Zendesk has an API feature which you can use for extracting data from it, but I don't use it too much, so there isn't much I can say about the API.

Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple. Zendesk could allow us to personalize our text with way more features, such as different text fonts or using HTML tags for creating tables.

I chose a rating of seven out of ten because, as I mentioned, it doesn't support HTML on the text formatting, and the windows are not well customized. Sometimes a few windows take more space than is necessary, and it doesn't let us customize our home page and a few other things, which makes me believe Zendesk is missing out on a few things compared to ServiceNow.

I have been using Zendesk for a year.

Zendesk is stable and performs quite reliably.

Regarding Zendesk's scalability, we haven't had to scale up or down because we don't have many tickets that need scaling. For now, Zendesk is handling our payload quite well.

I have never had to interact with Zendesk's support team.

Negative

I have previously used ServiceNow, Co-Common, and GLPI.

My experience with pricing, setup cost, and licensing is that it is easy to understand and straightforward. It was easy to buy and to license.

I have a sense of the return on investment. To be honest, I don't have the data, but I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.

Before choosing Zendesk, we actually evaluated ServiceNow as an option, as we do have ServiceNow for a few teams. However, Zendesk is cheaper, so we couldn't license ServiceNow for all agents. For a few of them, we used Zendesk.

I cannot estimate how much we have saved due to the lower cost and good support from Zendesk since I don't have direct access to the data, but I know that we saved a lot.

My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option. You will save costs and provide good support with easy configuration and many features for a lower price.

I was offered a gift card for this review.

I don't have any additional thoughts about Zendesk before we wrap up. However, they could change the layout of Zendesk a bit to look more like ServiceNow, as ServiceNow actually has a good-looking layout. If Zendesk changed to look more like ServiceNow and allowed users to customize their layout, I believe Zendesk could be better, but it's good already for the price. I gave this review a rating of seven out of ten.

My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also using Zendesk for live chat purposes.

As a specific example, suppose a customer is facing a connection issue while connecting to a VPN. They come to us, share their account username and the issue with us, and we provide the resolution by asking questions over Zendesk and helping them resolve the issue.

Sometimes we receive live chat over Zendesk, and customers ask about the features of the VPN. Since I was supporting a VPN application, they were asking about the use case of a VPN, such as why they need to use it and what kind of protocol we have. I replied over live chat, explaining that customers mainly use this to protect themselves, use the protocol, and connect to different countries to access some blocked content. This is the main use case for Zendesk that I use.

The best features Zendesk offers include the ability to reply over email with canned responses, which saves our time. By using canned responses, we can also receive feedback over Zendesk, and with the help of that, we can see our monthly review, monthly feedback, and rating. This is a very good feature that helps us improve our skills and behavior with customers.

Zendesk has positively impacted my organization because the interface is quite good, easy to use, and has a user-friendly UI. We receive tickets there, split the tickets between the team, and they can provide resolutions in the same time. If the customer replies, we definitely get notifications, and we provide the resolution on the same day.

The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If a customer is facing issues that need some testing in the backend, it takes time. However, if there are issues that do not need testing, we resolve them quickly with the help of canned responses and FAQs.

When I was using Zendesk in 2017, there was no option for live chat. Later, they added the live chat option in Zendesk, which was helpful. We were working on the same application for ticketing and live chat. For now, I do not think any improvement is needed. If they add some features, that would be really appreciable and good for us.

Currently, I have no idea if there is a meeting feature in Zendesk. If they can add an option for a Zoom call to connect to someone, that would be really helpful for a support profile.

I have used Zendesk for approximately two point five years.

Zendesk is stable in my experience.

I did not face any slowdown issue in Zendesk; it smoothly handles a lot of tickets. At times, we received spam tickets, and despite the high flow in the ticketing tool, the application worked smoothly.

I do not remember facing any issues with Zendesk, and I have not interacted with their support team.

I have used CRM tools and Jira as well before choosing Zendesk.

I do not have any specific examples for ROI because I was not paying for this application. I was only using it to help customers through that application.

I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled those kinds of things. We were only using the application, so I have no idea about how much it costs and what the pricing and setup costs are.

Before choosing Zendesk, I evaluated other options such as Jira and CRM. However, I found that Jira was not open for customer and profile use; it is only for internal purposes. We can communicate with the domain team using Jira, but we cannot communicate with the customer through Jira. While CRM is a good tool, it lacks a live chat option. Compared to CRM and Jira, Zendesk is quite good.

I would really advise someone to use Zendesk instead of other tools since they have so many options, and their canned responses are really good. We can save and create responses in Zendesk, and the interface is exceptional. I gave this review a rating of 10.

My main use case for Zendesk is for inquiries and requests from our tenants.

I use Zendesk to process inquiries and requests from our tenants by having them write to us via email addresses or via a web form on our website to create a ticket on various topics, such as statements, questions about rent arrears, complaints about their apartment, or repairs. These are then processed by our property managers. We have implemented several automations that automatically route the tickets to the right person, and we have also programmed our own app for Zendesk, which allows you to find the tenants' rental contracts.

I would also note that we use Zendesk internally in the company for IT-related issues or for issues in SAP, so the internal ticket system is used for employees as well. The employees themselves also work with Zendesk for the tenants' requests. I would particularly point out that we have integrated several external service providers into our ticket system, who then also have an account, so we do not have to send emails to these service providers. Instead, they can process our assignments, which we pass on to them, via Zendesk.

Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction. It is a lot of work to keep optimizing Zendesk because there is always a need for optimization, but in general, the tool ensures far less chaos.

For example, last year we introduced the feature that when tenants include their rental contract number in the email or enter their rental contract number in the web form, the ticket is automatically routed to the correct processor. This means fewer manual steps, tickets are left pending less often, and are forwarded directly to the right specialist.

The best features that Zendesk offers, in my opinion, include single sign-on, which is a very good feature so that you do not have to manage users' passwords. Additionally, it is relatively easy to create automations or to create macros or to customize Zendesk in such a way that it fits how you want to use it.

I would also add that I particularly value the open API interface, as it makes it possible to connect other tools or programs, for example our forms on the website, with Zendesk. With that, you can integrate Zendesk very effectively into your infrastructure, since it is very easy to exchange data with Zendesk.

In my opinion, Zendesk could be improved by offering even more out-of-the-box functions since you are sometimes restricted when creating macros or automations. What also bothers me is that users cannot turn email notifications on or off themselves or adjust them, but this can only be specified by the admin. Additionally, there are really only two roles, namely the agent and the admin, and some functions are only available with an admin account which is not ideal for a large company where you do not want to give everyone an admin account. I would prefer the option to create more roles and adapt them to your use cases.

I would also mention that the Zendesk app on iOS is not very good. It is functional, but it is not enjoyable to work with it on mobile, and the apps that you have programmed yourself or added are not supported there either, which makes it more difficult to integrate workers who work on the move or are out in the field.

Neutral

My main use case for Zendesk is as an alternative to GitHub issues.

A quick specific example of how we used Zendesk day to day is that we'd review the task board every morning for stand up.

The kind of tickets I would typically see there were feature requests.

The best features Zendesk offers include being a good alternative to GitHub issues, but I don't know what else it offers beyond that.

When I say it's a good alternative to GitHub issues, it was just something different, and I'm not sure why exactly we ended up using that one over GitHub.

Zendesk has not positively impacted my organization.

Things mostly stayed the same in terms of workflow, communication, or ticket management when my team switched to Zendesk.

I don't have any suggestions on how Zendesk can be improved.

I have been working in my current field for eight years.

Zendesk is stable in my experience.

Zendesk's scalability is fine.

I'm not sure about the customer support for Zendesk.

Negative

We used GitHub issues, and I wasn't there when we switched to Zendesk.

I'm not sure how Zendesk is deployed in my organization; we just access it via a website.

I was not involved in the pricing, setup cost, and licensing.

I was not involved in evaluating other options before choosing Zendesk.

My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at.

My company does not have a business relationship with this vendor other than being a customer.

My overall review rating for Zendesk is 6.