Zendesk Reviews

The features I find most valuable are the relative ease of configuration and the add-ons.

We used to receive email notifications into Outlook. It is extremely easy to create a mail.

• They should build in a ticket auto-assignment module, which would be amazing. This would set Zendesk apart without having to use third-party apps. Although these are fantastic and useable, they would allow for consulting opportunities for them and really tailor the ticket management solution for a prospective customer.
• Partitioning rules and triggers need improvement.
• It would be great to go beyond multi-brand and allow for a brand to be self-managed by its own administrator with visibility from global administrators.
• Enhancements to Help Center. A broader selection of templates, though if you have in-house web skills, the CSS, JScript, and markup environment should be flexible enough for most needs.
• We would like to see enhancements in how the knowledge management process is managed in Help Center. Perhaps some work flow behind article creation to approval, also easier methods to flag articles for review, deletion flagging that can be executed with work flow from UI rather than having to do through API.
• Custom reporting capability like for Zendesk ticketing for Help Center.
• I would like to see the service to update the Twitter feed used more frequently and be updated with more meaningful info, but that happens with every service tool I have ever known since I was born.

We've used the enterprise edition for three years.

In general, no, there we some issues around report name change during the reporting platform migration which was a little frustrating, but in general updates are managed well and even when they do fail they recover well.

It's a solid 7/10 for specific contacts, and it would be higher including my account managers in two different regions and also tech contacts. I would rate them all 9/10.

Setup was straightforward if you know where you’re looking. Therein lies the crux of the issue. Do you know where to look? Given that there are a lot of configuration points to correctly setup your ZD instance ,it may not be out of the box, but no tool is, and I feel the investment to get up to speed with ZD is definitely worth it.

In-house, but if time is a consideration, get a vendor. If you cannot afford it, invest the time and users to ample guides and knowledge on their support site and get involved in their communities. Actively use Zendesk support, which is great particularly for new users.

The ROI is related to your requirements and what you are trying to achieve and how well they address those needs. For us, it does what we need, which is ticketing, reporting, automation, responders, use of .csv imports, data extracts, API use for Help Center and other projects.

Take the time to understand what your workload is before you even move into Zendesk. You will then be able to determine how many agents licenses you require.

Also, understand the requirements for what you need in terms of functionality as Zendesk Enterprise is significantly more costly than Plus but offers much more. You need to work out if you actually need that functionality and what price point is acceptable for the number of agents you have.

Remember, if you are looking at big numbers of agents talk with an account manager and see what price you can get. You will never know unless you give it a go.

• MS CRM
• SalesForce
• Siebel
• Infra
• Front Range HEAT
• AR Remedy

We chose Zendesk because of its ease of use and the projected ROI. Do you really need to invest in the beast and have a TCO that needs to cover an architectural team worth over $500,000 a year? In some cases absolutely, and the ROI justifies it in my case for this and my last organization. There are a lot of things where we can work with what we have.

Go and see people who use it, or at least gather feedback from the community. Join the Zendesk support community and ask.

Zendesk Ticket Interface

Reporting

Zendesk helps differentiate our staff into the different business units that they are responsible for.

Additionally, this add-on helps us with reporting on the specific areas of the business we need to track separately.

Second to the add-on is the Help Center. In conjunction with the multi-brand feature, using the Help Center by brand allows us to segment answers by business segment and allows our customers to find an answer before they contact support. The helpdesk feedback and tracking allows us to monitor if a helpdesk article is effective or not, thus allowing us to consistently improve our helpdesk service.

The overall user interface was a vast improvement over our previous tool. It allowed our service reps to capture and log all activity related to an inquiry much faster than before.

The semi-integration between Zopim and Zendesk works without a problem as well, and was well received by the team as being easier to use than our previous tool.

Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves. The knowledge base search is also old and only keyword based. Any large knowledge base – much like Zendesk Corporate Knowledgebase – will return many irrelevant responses.

Also, the inability to design a what-you-see-is-what-you-get interface for the reps unfortunately can affect rep performance as they have to scroll past field they don’t need to touch.

To date we have had no issues with scalability.

Service and Support are excellent. Whilst the knowledge base leaves a lot to be desired and the push to use the community is as annoying as it is unreliable, if you do contact support they are responsive and thorough.

We used a support product from Oracle. It had all the bells and whistles, however it was dated and very expensive as well as hard to maintain without a developer. Zendesk saves us over $50,000 per year and can be maintained in-house by our staff.

Deployment was very easy. In fact, very little assistance was needed from Zendesk Support.

If you understand CRM strategy and basic set up you can start using Zendesk out-of-the-box. Customization and maintenance are easy.

There are several shortcomings in the product when compared with other tools such as the ability to create child incidents, assign and track tasks related to the completion of an incident, and then to report on them are a challenge and require add-on tools.

I implemented this tool myself. Their implementation coach was great, but there was little help other than coordination needed from Zendesk. I found many times they couldn’t offer a solution to my questions, and I either had to do a workaround or figure out a different way of doing things. When I did need to get engineering involved they were very helpful and engaged in developing a solution.

ROI is easily over $50,000 per year.

Licensing is fairly flexible and they have fairly standard licensing offerings. The sales team did work with us on a solution for our particular need.

Develop your reporting requirements early as you may have to implement customer fields or applications to be able to get what you need.

Also, document exceptions outside your normal service flow in order to get the Zendesk implementation team up to speed early to learn if what you want can be done.

Lastly, review the apps store to see what you might need so that you can implement those capabilities up front.

The ticketing system is invaluable as well as the integrations.

We use the JIRA integration to track bugs and customer feedback.

Before the JIRA integration, we weren't able to track incidents of bugs in an aggregated manner. Now it's much easier to track incidents and follow up for more information from customers experiencing issues.

The JIRA integration has helped tremendously with bug tracking and timely resolution.

I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets. It would also be nice to have easier formatting tools/shortcuts for responses to customers.

We've used Zendesk since I've worked at Indiegogo, which has been about two years.

I wasn't involved with the initial deployment.

I've had no issues with instability.

No problems scaling.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

Zendesk is always very responsive to our questions and very quick to let us know if there are any issues or maintenance occurring.

Internal notes and archiving of tickets for future reference are valuable features for us.

Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based).

Metrics – I would like to see it more based around ticket submissions/reasons.

I've used it for one and a half years.

No issues encountered.

No issues encountered.

No issues encountered.

6/10 – usually helpful but sometimes very slow.

6/10 – usually helpful but sometimes very slow.

Yes, we used a Sharepoint based ticket system that was very antiquated and difficult to manage. I vetted a few other systems, including Spiceworks. I chose Zendesk due to its pricing and great list of features.

Very straightforward, minimal setup required.

In-house. The only recommendation I have is to make sure your users know how it functions and that there are multiple ways to submit tickets.

ROI is difficult to gauge, but Zendesk is willing to work on pricing for non-profits.

I would highly recommend Zendesk for medium sized IT teams of approximately five to 20 people.

• Insight analytics
• SLA
• Business hours

Insight analytics made the reporting process easier. We integrated it with GoodData, and every time you need to create a report in order to see something, you just need to put the right elements into it.

The more customization you do, the slower it will be. Maybe this could be improved.

I've used it for one year and two months.

No issues encountered.

No issues encountered.

No issues encountered.

Never talk to them, we talk to our global IT.

Never talk to them, we talk to our global IT.

No previous solution was used.

The initial setup was step-by-step. I guess our global team upgrades the plan every now and then. It is better than to do complex ones the first time.

In-house one. Never miss any training when there's a new tool.

We use the Professional plan, which costs $49 per agent per month.

It's very great for tracking your customer service activities, building reports, and gaining satisfaction from responses. No other platform is better than this one.

Zendesk has helped us to better connect and respond quicker to our clients.

Report Generator needs to be improved.

I was not there at the initial deployment of Zendesk with my past company.

I have used it for one year.

Overall, I don't think I did. There were a few instances where Zendesk was not updating my tickets and I kept getting an error message.

No, I think the tool is great for small business and smaller start-up companies.

I never dealt with Zendesk customer service, but I have heard great things about it.

I believe the company had a trial period with SalesForce, but switched to Zendesk because of the affordability.

I was not available during initial setup, but Zendesk is pretty quick to catch.

SalesForce

• Very simple to great to use
• Friendly and intuitive design
• Affordable
• Great for small support team

• Merging similar incident tickets into one ticket as a problem ticket
• APIs to integrate with other CRM solutions like Remedy and RemedyForce

• Handling tickets within the SLA
• Smart search of archived tickets for auditing purposes
• Support metrics to analyse the work done by the support team during certain period of time.

The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.

I've used the webportal and the Android App for two years.

No this is a simple online portal hosted on a cloud platform.

No issues encountered.

No issues encountered.

Zendesk tech support is done via a forum, but the knowledge base contains most of the technical knowledge.

No previous solution was used.

It's straightforward.

It was done in-house.

• Remedy
• RemedyForce

This is one of the better solutions on the market for SMBs. It's good if your main concentration is tickets. It lacks features for attaching enough information in the ticket.

• Reporting
• Tracking

When I used it, it helped with tracking tickets and identifying trends in help desk calls.

I used it for two years.

No issues, it went well.

I did not experience any stability issues during the two years I used Zendesk.

None at all.

I never had to call customer service. That was done by the admin person.

I personally never had to call the Zendesk tech support, as again it was handled by admin.

At the time I was employed at that company there was no help desk ticket system in use prior to implementing Zendesk.

There was one person who worked with Zendesk to implement it.

• ZoHo
• Freshdesk
• SysAid

Zendesk is a great product but find a software package that will work best for your team and company.