Zendesk Reviews

The most valuable feature was its simplicity as it was made easy to use.

It was good for a while, but the organization grew larger than the software and hence the upgrade to Salesforce, which was more robust for the amount of end users.

They need to improve on the customization and having the ability to scale up.

I worked with Zendesk for seven to eight months and then we switched to a customized version of Salesforce for Help Desk use.

We had no issues with deployment.

The stability was a problem as our help desk grew. The product would need work on its stability (system hangs) and being able to handle larger groups.

As our organization grew, it couldn't scale to our needs. That's why we switched to Salesforce.

6/10

6/10

There was nothing in place previously.

It was straightforward as we just followed the instructions.

We did it in-house.

Make sure it is a fit for your business today and into the future.

Feedback system through emails – the fact that you can reply to tickets by simply replying to email, also starting tickets by shooting an email to the right address.

It makes life much easier e.g. clients who never used Zendesk before needn’t learn it, they can just shoot an email to report an issue.

It needs to have a more intuitive application of macro’s in changing ticket statuses.

We've used it for two years.

There were no issues with the deployment.

There were no issues with the stability.

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

It is rarely needed.

It's straightforward for me.

We did it in-house.

The pricing is much higher than that of other solutions.

It wasn’t my personal decision, but, I would go for Zendesk over QuickBase or MS Dynamics, which I had a chance to use for years as well, anytime.

If their price is acceptable, I would recommend using Zendesk to all companies whose clients and employees need a simple way of raising issues.

I'd say that the integration options that Zendesk offers are the most valuable features to our team. We eJIRA as our internal development software, and Zendesk's integration provides us the ability to create new JIRA tickets based on the information that we receive from our clients. This feature allows are team to be as efficient as possible as it reduces any duplication of work, which is always a bonus in the start-up world.

Another important Zendesk integration that our team leverages is Slack. We use Slack as our internal mode of communication on the regular, and the integration with Zendesk allows us to receive customer notifications this way, as well. Zendesk updates come to us in real-time via Slack, and because it's how we normally communicate as a team, we receive them in the least-disruptive way possible.

My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at.

I believe BlackSquare has been using Zendesk for two and a half years now.

We have had no issues deploying it.

It's stable and I have not noticed any issues.

We have had no issues scaling it for our needs.

I have never had to use tech support.

I was not involved in the implementation.

It was easy to setup and has plug-and-play possibilities. It required very little coding from our side and could practically be setup using drop-down options in the system's setup and engine. 

It forced the organization to rethink sub-par work processes and enabled us to work smarter. When we suggested new changes to the business processes our helpdesk questioned why we couldn't do it like we always had, but revealing that the old ways of doing so was time consuming and illogical. Zendesk helped streamline our ticket workflow.

We needed to code stuff on our side due to business specific needs which Zendesk could not account for.

It's easy to setup.

It was stable.

It's scalable/

It required configuration which most people with understanding of business processes can do. No developer's help is essentially needed for the most basic functionality to work.

It is easy to use, highly customizable and makes our work faster.

The possibility to quickly send templates emails based on content and user language.

I would like to see improvement in the "trigger" sections and "macros" as well. Both should have conditional fields to customize.

We've used it for three years.

We have had no issues with the deployment.

There have been no issues with the stability.

There have been no issues scaling it for our needs.

Mainly it's been good.

Mainly it's been good.

We used Netsuite which is too complex and too expensive.

The setup process is quite easy.

We did it in house.

It is perfect if you need an email system. Absolutely not if looking for a CRM solution.

The ability to easily create macros, quickly see past correspondence from a recent sender, and view analytics are incredibly helpful features that are invaluable business tools.

The capability to see easily digestible (and regularly updated) analytics in regards to Zendesk usage helps every member of the team on a daily basis.

In both organizations which I worked at that utilized Zendesk, members of the respective teams were disappointed when messages were not sent successfully to email recipients (usually with Yahoo or Hotmail accounts, but not exclusively). There should be an option that clearly indicates when the ticket was not properly sent (and, alternatively, when it has). Additionally, "Internal note" is never just an internal note, it is sent to all recipients on the ticket, which has led to quite a lot of miscommunication and frustration. Finally, for a novice user of Zendesk, it is unclear what the differences are between the varied options (open, pending, solved) for sending tickets. There should be a clear delineation between options.

I have used Zendesk for over two years.

Please see my answer for "What are the areas for improvement?".

Please see my answer for "What are the areas for improvement?".

I'm not too sure what you mean in terms of scalability, but I did encounter issues with trying to back up the data (ie. tickets sent, frequent ticket senders, etc.) to a different platform (which was necessary at the organization I was with at the time).

I have no comment on this issue as I never reached out to the Zendesk customer service team.

I have no comment on this issue as I never reached out to the Zendesk technical support team.

For two particular inboxes the company I was working with at the time switched from Gmail to Zendesk for ease of use and quicker analytics tools.

I cannot comment on this as I was not involved with the setup at the time.

As I was not involved with the setup of the program, I cannot comment on this question at this time.

As I am no longer with the two organizations that utilized Zendesk, I cannot comment on this question.

I was not involved with the financial decision making process and thus cannot comment on this question.

I was not involved with this decision making process and thus cannot comment on this question.

The ticketing software itself as well as the reporting features have been most valuable

Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform

I would like to see the ability to merge between companies/teams. We have separate teams using Zendesk, and while we can move tickets to one another we cannot take certain actions to them as they are technically 'the other team's'.

We've used it for one year.

I have not seen any issues.

I have not seen any issues.

I have not seen any issues.

Zendesk has great customer service and there are rarely technical issues.

I have not used a different ticketing service, but in comparison to CS communication software such as Olark, phone support, and emails - Zendesk has been the easiest solution.

I was not part of the set-up.

I believe the implementation was done through an in-house team.

The team at Zendesk is there to help, so don't be afraid to reach out. There are many 'hidden' tools that make CS agents life easier, find them, use them.

The cloud web app is the single most valuable feature for me.

It allows employees to work remotely and to reply to the customer on the go.

It would be easier to setup if there was metadata available and an API guru resource available. This would help in migrating user information from old platforms to Zendesk.

We've been using it for over two years.

Zendesk's support team are available 24/7 for the enterprise-level customers. Though certain bugs are not immediately resolved, they do get resolved within a reasonable amount of time.

Previous product used was Oracle RightNow. The solution was bulky, only supported Windows at the time, and costly to configure. Zendesk, on the other hand, can be configured on the fly, works with any web browser, and comes with mobile apps for on-the-go staff.

Everything was very straightforward. The biggest huddle was migrating the users' information out of the old platform into Zendesk. I'm sure it's easier if there is metadata available and an API guru resource available. We did not have any at the time, so it was a manual process. It was a lot of straightforward repetitive work.

The ROI is amazing. We had a team of 21 and were able to reduce it to seven members, and they are able to handle the same load.

Get the Enterprise edition to start with. It has an excellent support team to answer all questions you may have. If migration of old tickets can be avoided, it will be much faster and cheaper. Don't forget those legacy links pointing to the older KB in the old support portals as those may have been hard-linked from the web app/desktop app or elsewhere.