Zendesk Reviews

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

Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues.

It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together.

I've used it for one year.

I was not involved in the initial deployment.

We had no issues with the stability.

We had no issues scaling it for our needs.

8/10

I was not involved in the decision making of choosing the support product. While I was there, the company actually moved to Salesforce.

I was not involved in initial setup.

My understanding is that it was implemented as an in-house team. My advice on implementation is for workflows to be evaluated and setup up with the customers in order that they are optimizing the product. I do not feel the product was optimized based on original implementation.

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.

We had struggled with our existing support ticketing system for years due to expense, constant downtime, and excruciatingly poor performance. I discovered Zendesk by chance, managed to whip up a temporary support platform within a day, and got it officially implemented and signed off within a month. We managed to prove cost savings instantly and our users actually enjoyed using it.

There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle. I disliked that the reporting was very basic (but the free GoodData integration went a long way to alleviate that)

We've been using it for four years.

There were no issues with the deployment.

We have had no issues with the stability.

We had no issues with scaling it for our needs.

It's excellent.

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.

The initial setup was incredibly simple. Choose your integration method (we used Google, so it was even simpler), set up your fields and workflow, and it’s running.

In-house (myself). It really was quite simple to do. I viewed a few videos, tried the incredibly simple trial, and went from there.

The ROI was quite noticeable. Ever when writing off the previous system, Zendesk’s annual license fee for the same number of users (even a few extra) still came out more affordable. Once you factor in the productivity increase, it was a no-brainer for us. The sales team where also quite accommodating in terms of licensing and advice. There are different types of user licensing, and we could leverage this easily.

Users took about one or two days to get to know the new way of call logging, and we were running on full steam within a week. When the system did go down for a couple of hours (probably three times in two years) it was noticeable, but only because we relied on it so heavily. Definitely take the trial and set up a mock environment. It’s really worth it.

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

• Macros and
• Reports.

We have improved the service to clients, creating great support and managing relationships. 

We're now able to track jobs via the ticketing system as well.

Every department in our organization relies on Zendesk.

We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement. 

The app also needs to be made more user-friendly.

We have been using this software for over three years.

We had no issues with the deployment.

We have had no issues with the stability.

We have had service clients, creating great support and managing relations, tracking jobs via ticketing system as well. In other words, it's scaled for the things we need it to do.

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.

We are a customer support model based organization. When our customers experience an issue or need help, we direct them to enter support tickets and to expect follow up via that interface. Our company is based on this model and wouldn't be as successful as we are today without this support structure in place.

We had to modify extensively the reporting features to be meaningful to our business. In addition to this, our internal business is very much metric driven, they did a good job with these metrics, but to get customized metric reporting, you need to understand how to customize their reporting.

We use the full access Enterprise Level Zendesk case management and knowledge base tracking solution. It is used both internally as well as with our customer base. I have been using it on and off for three years.

There have been no issues with the deployment.

We have had no issues with the stability.

There have been no issues scaling it for our needs.

During the early years, we were not viewed as a very large (or important) customer, but as we started to grow and expand, and started looking at other solutions besides Zendesk, that acquired us the attention we were looking for.

There was no solution in place previously.

I was not included in the initial setup.

I was not included or part of the financial aspects of this product.

The product is fairly solid, the solution is fairly easy to manage and to be used by our customers. The reporting that was native out of the box was a bit on the light side, but over the year and a half that I held a management position in our technical support team, I was able to add and modify the reporting to fit my needs.

Take your time with the training, use the supplied training they offer. Use their resource center and the extensive community help articles.

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.

We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%.

It's expensive.

I have been using this for more than six months,

We have had no issues with deploying it.

We have had no issues with the stability.

We haven't needed to scale as our helpdesk is quite small.

They have a very good Q&A page/system, I will give them the best rating.

We didn’t use any other ticket systems.

It's very easy and straight forward with a strong Q&A system supported.

I was the person who set up everything, I would say it’s very easy to set it up for a person who has adequate computing knowledge.

The price is not cheap but it’s affordable for us. I think we are on the second cheapest deal.

We were looking for a solution and we found Zendesk.

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.

We can check how fast we can help customers with their inquiries, how customer satisfied with our services using satisfaction score, we also could managed which matrix that we need to improved our performance, and last but not the least, we also can help customer inquiries from Facebook or live chat using this product.

I would like easy access for the mobile app as it can take quite a while to load the data.

I've been using this solution for one year seven months.

We have had no issues with the deployment.

The stability is good.

We've had no issues scaling it for our needs.

10/10 - they helped me solved my problem and to understand how it works.

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.

The initial setup was straightforwarded. It's clear and didn't confuse me.

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.

Working with different companies, I found, that Zendesk helped to  improve a lot of the existing workflows. It even forces you to rethink lots of the existing structures. The outcome: Better workflows, more control, a better understanding of reports and numbers in general.

I would like to see more freedom when creating "Triggers" and "Automations". While the system is intuitive, I would like to be able to script these processes, rather than using the more limited drag and drop system.

I am a Zendesk customer/user. I work as a consultant for different companies all over the world. I usually suggest using Zendesk.

When implementing Zendesk, make sure to understand the way Zendesk works in the first place. Plan ahead: What channels will be used? What kind of ticket views will be needed? Will there be different types of agents? Do we need to add functionality via apps? Once you answered all the necessary questions, make sure to create a small plan with focus on scalability.

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

More accountability. When you have a ticket(s) open it makes you accountable to get it resolved. It provides real data from a production perspective as well.

Not that it was particularly difficult, but we needed direct assistance from Zendesk for the implementation.

I used Zendesk daily for about two years.

There were no problems with the deployment at all. It went very smoothly.

It's been very stable.

There have been no issues scaling it for our needs.

I personally never had to call Zendesk for tech support or customer service. That was funneled through a different person.

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.

I was not involved with the deployment.

Implementation was done by one person other than me with the direct assistance of Zendesk.

Of the several different help desk ticket systems I have used ZenDesk was the easiest to learn and use during a call.

Give Zendesk a serious look during your evaluation process. This product is scale-able for any size of help desk, has great reporting features, and easy to learn.