Name: Zendesk
Brand: Zendesk
Rating: 4.0 (67 reviews)

it_user6642

Technical Director - Data Center Solutions at a tech services company with 501-1,000 employees

May 1, 2014

I've been using Zendesk for years and still love it

Have been using Zendesk for years and still love the product.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

it_user77253

Architect at a consultancy with 501-1,000 employees

Feb 21, 2014

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Its customizable features, sandbox, documentation and support are great, but the look and feel could use more polish

What is most valuable?

Customizable features, sandbox, documentation, support

How has it helped my organization?

We were able to get up and running with Zendesk in a very short time. While our IT department uses Zendesk for it's internal ticket handling, my team uses Zendesk to integrate with a web app on a project for a client. We're able to build a robust web app including help desk functionality that makes the product owner and client very happy.

What needs improvement?

The look and feel could use a little more polish. The way information is presented in the admin console is a bit unorthodox and hard to get used to.

For how long have I used the solution?

Three months

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

We initially tried Desk.com but their documentation was not accurate and their API was buggy.

How was the initial setup?

It was mostly straightforward initially. Once you get into it it gets more complicated. We wanted to embed the solution into a webpage which required the Zendesk team to make a custom tweak to their config (which they warned us about).

What about the implementation team?

In-house consultant and in-house employees. They did a great job.

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

We pay about $70/month per agent which is pretty high. We plan to add more agents soon but need to think carefully about who exactly is an "agent" in this context, because the price is quite high.

Which other solutions did I evaluate?

Yes we evaluated (and mistakenly purchased) Desk.com

What other advice do I have?

Rely on their excellent documentation and don't be afraid to ask them for help.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

Buyer's Guide

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it_user2589

IT Administrator at a tech consulting company with 51-200 employees

Oct 27, 2012

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Simple and excellent customer support application, but new features are require

Valuable Features:

1. As per my experience Zendesk is a very impressive, efficient and convenient web based help desk application. 2. It delivers elegant ticket management. It is easy to manage and has a self-service community platform. 3. Multiple features are available to configure and to use Zendesk like chat, Twitter, Facebook, performance meter. 4. Integration with business applications (like MS Dynamic, edocr, Drupal, BlackBerry etc) is possible.

Room for Improvement:

1. Agent module is clumsy. 2. Customer search is disconnected. 3. Many channel inquiries are not possible to collect into a single interface. 4. No URL integration with back office system. 5. Customizable help center is not available.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.