Project Manager III at City of Union City Government
Real User
Top 5
Dec 13, 2025
My primary use case for Zendesk is for customer and product support. Users enter in a ticket, which then comes into the internal side for review and work, or escalation to full completion. A typical scenario is a customer calls in or submits a ticket online. The ticket then comes into the product or customer support queue. From the queue, the agent or representative pulls the ticket and starts working on it depending on what the issue is. The ticket serves as the primary source of reference for all customer and issue-related information, as the customer's information, product information, and reference tools are all connected through the Zendesk ticket. The ticket gets worked, then gets closed out, and an email is sent to the customer or to the area that opened the ticket to inform them of the resolution and the next steps needed to achieve full resolution.
Consultant and Startup Founder at AimHi Enterprises
Real User
Top 10
Nov 11, 2025
I have not used Zendesk for a few years now, but when I did at TOPs Software, I used it for four years to set up macros, to handle the ticket and user management within there, the customer service and success and onboarding. We used Zendesk for all of it. The most I have used Zendesk was again with TOPs Software for customer ticket management. All of our SaaS customers and our on-prem solution, the original TOPs, all filtered their support inquiries through Zendesk. That is how our support and product and development and customer success teams managed the tickets and collaborated to merge them for multiple items related to product feature requests and such. We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request. This is in relation to customer ticket management, reporting and integrations, and communication through Zendesk. The customer's replies being directly fed into Zendesk and us being notified of those updates, being able to customize the updates for a specific user.
My main use case for Zendesk is providing support for customers. I use Zendesk to support my customers when they open tickets because they are having issues with the applications we support. For example, if something on the application isn't working well, then they open tickets through Zendesk. I sometimes use Zendesk for extracting a few reports and some statistics from it, but that is the only different use case that I have for Zendesk.
For the company I was working with that used Zendesk, they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk. Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk or Freshdesk so that you can promptly provide support on the tickets.
Our primary use case for Zendesk ( /products/zendesk-reviews ) is for customer support. We use it to handle calls and email support, and we've automated our support processes through Zendesk ( /products/zendesk-reviews ). Additionally, we are a partner with Zendesk to market the solution actively.
We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.
I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.
My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.
My company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments. It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.
User Happiness Manager at a tech vendor with 1,001-5,000 employees
Real User
Jun 23, 2023
We use Zendesk Support to receive customers' requests. So, we basically emanate me a customer and get a submit a request from our Zendesk. We just pick it up from Zendesk and respond to their requests. You can also receive chats through Zendesk.
Senior Back Office Manager at a financial services firm with 51-200 employees
Real User
May 16, 2022
The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.
Customer Success Manager at a computer software company with 51-200 employees
Real User
Apr 22, 2021
We primarily use the solution for customer-facing tickets. The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration, so it's added to Zendesk.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
My primary use case for Zendesk is for customer and product support. Users enter in a ticket, which then comes into the internal side for review and work, or escalation to full completion. A typical scenario is a customer calls in or submits a ticket online. The ticket then comes into the product or customer support queue. From the queue, the agent or representative pulls the ticket and starts working on it depending on what the issue is. The ticket serves as the primary source of reference for all customer and issue-related information, as the customer's information, product information, and reference tools are all connected through the Zendesk ticket. The ticket gets worked, then gets closed out, and an email is sent to the customer or to the area that opened the ticket to inform them of the resolution and the next steps needed to achieve full resolution.
I have not used Zendesk for a few years now, but when I did at TOPs Software, I used it for four years to set up macros, to handle the ticket and user management within there, the customer service and success and onboarding. We used Zendesk for all of it. The most I have used Zendesk was again with TOPs Software for customer ticket management. All of our SaaS customers and our on-prem solution, the original TOPs, all filtered their support inquiries through Zendesk. That is how our support and product and development and customer success teams managed the tickets and collaborated to merge them for multiple items related to product feature requests and such. We loved the notifications and the way to build custom views for a specific user's open tickets and to see how long they have been open, how long it was since the last request. This is in relation to customer ticket management, reporting and integrations, and communication through Zendesk. The customer's replies being directly fed into Zendesk and us being notified of those updates, being able to customize the updates for a specific user.
My main use case for Zendesk is providing support for customers. I use Zendesk to support my customers when they open tickets because they are having issues with the applications we support. For example, if something on the application isn't working well, then they open tickets through Zendesk. I sometimes use Zendesk for extracting a few reports and some statistics from it, but that is the only different use case that I have for Zendesk.
For the company I was working with that used Zendesk, they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk. Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk or Freshdesk so that you can promptly provide support on the tickets.
Our primary use case for Zendesk ( /products/zendesk-reviews ) is for customer support. We use it to handle calls and email support, and we've automated our support processes through Zendesk ( /products/zendesk-reviews ). Additionally, we are a partner with Zendesk to market the solution actively.
We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.
I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.
My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.
My company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments. It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.
We use Zendesk Support to receive customers' requests. So, we basically emanate me a customer and get a submit a request from our Zendesk. We just pick it up from Zendesk and respond to their requests. You can also receive chats through Zendesk.
We are a service provider and provide our customers with services.
The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.
We primarily use the solution for customer-facing tickets. The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration, so it's added to Zendesk.
I'm in support and I'm using it basically for incident management and things like that.
We run our support and customer services flow through Zendesk. The primary use for the solution is customer experience and assistance.