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it_user422025 - PeerSpot reviewer
Consultant / Public Speaking / Writing with 51-200 employees
Vendor
Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues​​.

What is most valuable?

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

How has it helped my organization?

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

What needs improvement?

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

For how long have I used the solution?

I've used it for one year.

Buyer's Guide
Zendesk
May 2025
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: May 2025.
856,873 professionals have used our research since 2012.

What was my experience with deployment of the solution?

I was not involved in the initial deployment.

What do I think about the stability of the solution?

We had no issues with the stability.

What do I think about the scalability of the solution?

We had no issues scaling it for our needs.

How are customer service and support?

8/10

Which solution did I use previously and why did I switch?

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

How was the initial setup?

I was not involved in initial setup.

What about the implementation team?

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.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
it_user421542 - PeerSpot reviewer
Subject Matter Expert at a tech services company with 501-1,000 employees
Consultant
I managed to whip up a temporary support platform within a day, and got it officially implemented and signed off within a month.

What is most valuable?

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.

How has it helped my organization?

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.

What needs improvement?

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)

For how long have I used the solution?

We've been using it for four years.

What was my experience with deployment of the solution?

There were no issues with the deployment.

What do I think about the stability of the solution?

We have had no issues with the stability.

What do I think about the scalability of the solution?

We had no issues with scaling it for our needs.

How are customer service and technical support?

It's excellent.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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.

What about the implementation team?

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

What was our ROI?

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.

What other advice do I have?

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.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
Buyer's Guide
Zendesk
May 2025
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: May 2025.
856,873 professionals have used our research since 2012.
it_user417060 - PeerSpot reviewer
Market and Business Development - USA & Canada at a printing company with 501-1,000 employees
Vendor
We're now able to track jobs via the ticketing system as well.​

Valuable Features:

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

  • Macros and
  • Reports.

Improvements to My Organization:

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.

Room for Improvement:

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.

Use of Solution:

We have been using this software for over three years.

Deployment Issues:

We had no issues with the deployment.

Stability Issues:

We have had no issues with the stability.

Scalability Issues:

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.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
it_user416046 - PeerSpot reviewer
Senior Sales Engineer at a computer software company with 51-200 employees
Real User
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.

What is most valuable?

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.

How has it helped my organization?

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.

What needs improvement?

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.

For how long have I used the solution?

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.

What was my experience with deployment of the solution?

There have been no issues with the deployment.

What do I think about the stability of the solution?

We have had no issues with the stability.

What do I think about the scalability of the solution?

There have been no issues scaling it for our needs.

How are customer service and technical support?

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.

Which solution did I use previously and why did I switch?

There was no solution in place previously.

How was the initial setup?

I was not included in the initial setup.

What's my experience with pricing, setup cost, and licensing?

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

What other advice do I have?

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.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
PeerSpot user
Institutional Sales Executive (Head of APAC region) at a financial services firm with 51-200 employees
Vendor
With the privilege setting of different roles and spam filter, it helps us work more efficiently in ticket resolving and the data security.

What is most valuable?

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.

How has it helped my organization?

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%.

What needs improvement?

It's expensive.

For how long have I used the solution?

I have been using this for more than six months,

What was my experience with deployment of the solution?

We have had no issues with deploying it.

What do I think about the stability of the solution?

We have had no issues with the stability.

What do I think about the scalability of the solution?

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

How are customer service and technical support?

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

Which solution did I use previously and why did I switch?

We didn’t use any other ticket systems.

How was the initial setup?

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

What about the implementation team?

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.

What's my experience with pricing, setup cost, and licensing?

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

Which other solutions did I evaluate?

We were looking for a solution and we found Zendesk.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
it_user415359 - PeerSpot reviewer
Customer Experience Lead at a tech services company with 51-200 employees
Consultant
The most valuable for me is the home option because I can easily sort my open tickets, ticket statistic, and satisfaction statistic.

What is most valuable?

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.

How has it helped my organization?

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.

What needs improvement?

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

For how long have I used the solution?

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

What was my experience with deployment of the solution?

We have had no issues with the deployment.

What do I think about the stability of the solution?

The stability is good.

What do I think about the scalability of the solution?

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

How are customer service and technical support?

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

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
PeerSpot user
Self Employed at a tech company with self employed
Real User
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.

Valuable Features:

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.

Improvements to My Organization:

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.

Room for Improvement:

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.

Use of Solution:

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

Other Advice:

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.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
it_user245394 - PeerSpot reviewer
Application Support Specialist at a construction company with 51-200 employees
Vendor
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.

What is most valuable?

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

How has it helped my organization?

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.

What needs improvement?

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

For how long have I used the solution?

I used Zendesk daily for about two years.

What was my experience with deployment of the solution?

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

What do I think about the stability of the solution?

It's been very stable.

What do I think about the scalability of the solution?

There have been no issues scaling it for our needs.

How are customer service and technical support?

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

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

I was not involved with the deployment.

What about the implementation team?

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

What other advice do I have?

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.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.
PeerSpot user
Buyer's Guide
Download our free Zendesk Report and get advice and tips from experienced pros sharing their opinions.
Updated: May 2025
Buyer's Guide
Download our free Zendesk Report and get advice and tips from experienced pros sharing their opinions.