Zendesk Reviews

• Web GUI
• Ease of use

It’s simple enough for my helpdesk level one guys to use, so they actually use it. I can’t relay on end users to submit tickets, so I need to mandate ticket logging by my techs. I’ve worked in environments that used ticket systems that were just to cluttered and complex, so the techs simple didn’t use the system. Zendesk keeps it simple.

For end users who do submit tickets, they would often just respond to a thread from a previous email exchange and the email topic would get recycled even though they were contacting us about an entirely new topic, so tickets would be misleading. They need to fix the email thread response problem

I've been using it for five years.

There have been no deployment issues.

We've had no issues with its stability.

It has been able to scale well for our needs.

It's stellar.

It was straightforward.

We did it in-house.

Just buy it. It's worth it, and you’ll be happy.

Triggers and Automations greatly help with our workflow.

It pretty much keep people responsible and accountable in various stages of our workflow.

The built-in Satisfaction system is pretty basic: "Good" or "Bad" and optional "Why". This could be expanded a bit more.

The company has been using this since 2009. I joined in 2012.

We've had no issues with the deployment.

Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues.

There have been no issues scaling it.

Pretty fast, the first-tier agents will sort your tickets within one to two hours.

Initial setup was simple. It grew over time.

In-house. Just do it. It's quite customizable, so it will take some tinkering to get into a groove with it.

The overhead per agent gets rather expensive once you grow your team.

We checked out Freshdesk and HelpScout -- upcoming with better pricing! Migrating from Zendesk will be a major move though, so we are sticking with Zendesk for now.

Do evaluate it well. Though if you are using email to manage your support tasks, get a helpdesk now.

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.

Zendesk allows you to manage Twitter messages, Olark chats and phone messages all in one place. It's a great hub for all of your customer service issues and not sure how tough it would be to manage all incoming inquiries in a timely manner without it.

Right now, Zendesk does what we need it to do for us. I've had a few issues setting it up to receive incoming facebook messages. Not sure if this needs attention on the backend or if I just need a rep to help with the setup, but like I mentioned earlier, if they reached out to us from time to time to discuss how we could improve the use of their program to help us function more efficiently that would be great.

I think there's always room for improvement, but right now it fits our needs just fine.

I've been using it for little more than a year and we had it for another year or two before I signed on with the company. I'm the main user for the retail site and I'm usually on it roughly six days a week.

The setup was fairly easy.

There have been non issues with the stability.

The scalability isn't an issue for us right now.

Good. I really wish they had a chat feature - like Olark for example. But I guess it makes sense. Olark is chat program and Zendesk is a support ticket program. That said, chat would be useful. No reason they shouldn't have this deployed at this stage of the game. People want / need answers immediately. They don't want to send in a support ticket and wait for a response.

Zendesk has been with us from the beginning.

Zendesk was implemented before I came on board with the company, but I've had several discussions with the zendesk support team to improve / setup certain features. Advice - Do your research. Read their content. Talk to their support team. And put a proper amount of time into setting it up so that you know all the ins and outs of the program. There could be features you're missing out on so explore and connect with the zendesk team to make sure you're accessing everything you need to be successful and efficient going forward.

Zendesk is an invaluable tool. It's tough to put a price tag on it, but it's definitely worth the investment.

This is pretty much the only customer service solution I've used for this purpose so can't compare it to anything else. It gets the job done and there's not much to complain about in terms of functionality and results. It'd be nice to have them check in from time (or once a month), examine our usage and relay any information that they think might be useful for us.

In a nutshell, it's a great tool that allows you to manage all your customer service issues in one location. Not sure where we would be without it, but response time is a crucial element when it comes to customer satisfaction, and zendesk helps us manage all of it at a high level.

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

The ability to track the number of requests helps our organizations ability to monitor and manage incoming requests and prioritize urgent requests to fulfil our obligation to our customers.

There is an option, I would like to see, the ability to group my requests into different states. It helps me manage my requests better and organize the requests into easily managed groups or problem types.

I've used it for one year nine months, and the company I work for has had it for longer.

Our Zendesk is not hosted locally.

We have had no issues with the stability.

We gradually include new users to Zendesk without any issues.

We have had excellent response time from Zendesk and issues are usually fixed quickly.

I am not sure about that, Zendesk was already in place when I started working here but I have had experience with other products.

I was not involved when Zendesk was initially set up.

We have an in-house employee that manages Zendesk so I am not involved with implementation.

I am not entirely sure. I am not involved in purchases.

Zendesk is a great product for managing and maintaining requests from users. It is simple to use and quite effective in tracking progress on all requests, re-assigning issues to higher level support agents, prioritizing and reporting progress on requests.

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.

Zendesk is a smart tool, helping us to become very well organized and, if necessary, to rethink our business strategies.  ,We have a real-time overview on all requests coming from different channels, we can set service level agreements to meet our customer’s expectations and we can also monitor and evaluate our agents’ activity, managing to adapt and establish their tasks according to the work flow.

As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/ 7 support. Due to the fact that it is used by a large number of countries, being on different time zones, sometimes it can take up to 2-3 days for the Zendesk support team to fully solve an issue or a request. 

We have had no deployment issues.

There have been no issues with the stability.

We have had no problems scaling it for our needs.

The first reason I would recommend Zendesk is that this is a user-friendly and easy to customize tool. Due to the various options and applications that Zendesk offers we were able to personalize this tool to match our most important business requirements. And it can be accessed from almost all types of devices.

Also, a very important fact is that you can integrate more than one business in the same tool. This is crucial for a company that hosts several different businesses. All companies with high standards should use Zendesk because it's a reliable tool, constantly improving the old features and also bringing new ones on the market, in accordance to the their customers’ needs.

As a conclusion, I would advise Zendesk users to carefully read all documentation that this tool comes with. I consider this to be one of Zendesk’s strengths, because the documentation is very detailed and contains complete guides for any change you will want to bring to your new tool.

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.

When first implemented, this product help give accountability to internal service requests, recording who worked on which issue and when it was resolved. As we move forward, the metrics also help give insights into what areas create the most problems. These metrics allow us to be more proactive identifying and preventing potential issues.

It is easy to use, however, it is not quite as powerful as many other ticketing systems out there. If you want it to record certain data or attributes, it can be done, but must be done manually. In this respect, some other ticketing systems are more complete and allow you to collect more data.

I have used it for over a year, and my current company doesn't currently use it.

Deployment in a new environment is very simple. I cannot comment on trying to migrate any existing ticketing system to Zendesk though.

We had no issues with the stability.

It is easily scalable for departments, however, if different departments need to use it, then each may need their own customizations. If there are many departments with specific customizations, scaling the central management of Zendesk becomes more difficult.

Their support group is very kind and responsive. It is one of the better technical teams I’ve had the pleasure of working with.

There was no other solution in place at this environment.

I was not part of the initial deployment team.

The implementation was done in-house with the assistance of a team from Zendesk’s team.

You may be able to save by using less agents, depending on how you structure your ticketing workflow.

Other solutions that were considered include ConnectWise, LanDesk, Spiceworks, among others. Zendesk was chosen because it is the most user friendly.

There is a simple to use free trial for companies considering Zendesk.

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.

Easy to keep track of all the tickets that have come, you can categorize tickets and search for them based on that category, you can add tags, create reports. They have good data reporting that gives ability to track performance, response times, and a zillion things that can be reported. We have integrated it with Olark and Jira as well.

The ability to share tickets with other members of the organization without having to buy license for each one. Change the date/time option from today, yesterday to actual day/date.

I've been using it for four years.

It was deployed by our IT team and so I cant answer to that but as far as I know we started with the free trial and liked it very much so started paying for it.

We have had no issues with the stability.

We have had no issues with scaling it for our needs.

The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to tickets within 24 hours.

We previously used Salesforce. That was a very cumbersome system for simple customer ticketing. Salesforce is good if you have multiple teams using it for sales, support, admin, but we wanted a simple customer ticket system that was offered by Zendesk.

We did offer a Zendesk instance to our partner client through us, and the deployment was not an issue at all.

It was done by an in-house team.

If you are looking for a simple ticketing system that anyone can understand and implement(support personnel who is not tech-savvy) then this is the one. Salesforce requires a person to be somewhat tech-savvy.

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.