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.

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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.

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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.

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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.

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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.

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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.

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Our primary use case for Zendesk is for customer support. We use it to handle calls and email support, and we've automated our support processes through Zendesk. Additionally, we are a partner with Zendesk to market the solution actively. View full review »

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.

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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.

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I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.

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My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.

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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.

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Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.

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The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.

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We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.

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We are a service provider and provide our customers with services.

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One of our use cases of Zendesk Guide is to create a knowledge base. We also use it to host our videos and PDFs for customers. With Zendesk Guide, we have the Multibrand solution that we are leveraging, and we are creating multiple health centers, customized for each of our clients. 

We are working with the SaaS version of this solution. 

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Our primary use case of Zendesk Guide is for care and use instructions, or for web shop instructions. We use it to provide basic knowledge about how eCommerce products work—for example, "How do I cancel an order?"—as well as for contact forms, like registrations of warranty. It's not standard, but you can build several contact forms for one brand. A use case we are building now is for storing product pages and information so that our support team can sell products that are not on the web shop. We also use it for information about the company and we link it with the live chat so that we can share articles on the Zendesk Guide directly into the live chat, which is a great help to customers. 

We have 23 brands, which means we have to develop 23 Zendesk Guides, all in different languages. I'm pretty sure this solution is cloud-based because we don't store anything into our system. 

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We use Zendesk in multiple ways. We use it as a ticketing system for our reporting requests that come in for HR reporting. We also use Zendesk as a kind of workspace. 

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We primarily use the solution for customer-facing tickets.

The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration, so it's added to Zendesk.

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I'm in support and I'm using it basically for incident management and things like that.

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We use Zendesk Support to receive customers' requests. So, we basically emanate me a customer and get a submit a request from our Zendesk. We just pick it up from Zendesk and respond to their requests. You can also receive chats through Zendesk. 

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We run our support and customer services flow through Zendesk. The primary use for the solution is customer experience and assistance.

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We are in support. Zendesk is being used by the IT group help desk and also by our team. We are an internal team that supports SharePoint, Salesforce and Tableau. So we use it for tickets for customers' issues. And then of course I see folks use it for the help desk for everyone else internally.

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We are in support. Zendesk is being used by the IT group help desk and also by our team. We are an internal team that supports SharePoint, Salesforce, and Tableau. We use it for tickets for customer issues. We also use it for a help desk for everyone else internally.

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