Zendesk Help Desk Software


 

Zendesk is a web-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and seamless integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, and is scalable for businesses, from small to large.

Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images.

Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.

 

Zendesk - Agent home
 
  • Zendesk - Agent home
    Agent home
  • Zendesk - Knowledge base and community forums
    Knowledge base and community forums
  • Zendesk - Portal language options
    Portal language options
  • Zendesk - Reporting dashboard
    Reporting dashboard
  • Zendesk - Automate actions
    Automate actions
  • Zendesk - Ticket views
    Ticket views
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000

528 Reviews of Zendesk

 

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Software Advice Reviews (95)
More Reviews (433)

Showing 1-20 of 95

Adam from Riskalyze
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Great UI, terrible UX.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There are very legitimate reasons why you will love Zendesk, but beware that it is not user friendly. Tickets will get lost at times, support reps will be pulling their hair out, customers will be grumpy, but all in all there are a lot of great benefits on the company level. I would say that if you support team is around 15-20, it's time to star vetting Zendesk. You want to have it BEFORE you're bigger than that.

Pros

Zendesk is a fantastic software, especially for a company that is rapidly scaling (but keep in mind that you should get Zendesk BEFORE the scale, because it will take some time to implement). It has fantastic reporting, amazing things like macros and automation can save you HOURS of time a day. It has integrations with most major professional software. You can easily segment teams into their specialties, and make sure that you are properly tracking priority and making sure that your customers find solutions to their issues.

Cons

Awful, awful, awful, UX. I do not get the reason for the bar along the top tracking multiple tickets. Merging tickets is a joke. but like a cruel joke against organized people.

Updates are rare, and never address the issues that people have. integrations are rarely truely integrates, and are more options in a bar along the side of the screen.

I think the funniest story I have with Zendesk is that our team was having issues viewing their Views (basically inboxes if you're not familiar with the Zendesk platform). It was really hard to tell what was a high priority or low priority. Everything is white, tiny, and difficult to read or differentiate. Everyone had the same question "why is there no color coding" . I was going to complain tho their suppport team that this is a needed feature. Turns out this has been a complaint for years, and there are multiple forums for it. So, a true hero of our time named Alex Culligan created a chrome extension you can download to solve this problem.

That's right, Zendesk's attitude is that if they don't need to fix a core UX issue as long as they know that companies will stick with them. Their users have to fix issues, without pay or praise. But hate to say it, due to the reporting it offers and the time it saves, we won't be leaving anytime soon.

 
 

Michael from Riskalyze
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Overall positive, and overwhelming in a good way

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Versatility, we can build out whatever we need easily. And with the marketplace available in product it is very easy to see what other people added as they needed it

Cons

Moving from Helpscout, every process is about 3 clicks to 1. The added features have bogged down our support staff to an extent

 
 

John from CLR Choice, Inc.
Specialty: Real Estate
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Zendesk Chat plugin for Wordpress

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This plugin lets you manage several conversations at once, so you can always be present for those site visitors who are most likely to convert. With premium (paid) you can set up triggers that let you reach out to every visitor automatically, so you’re more available to hold in-depth conversations with serious prospects. You can use the chat system on your mobile device thanks to dedicated mobile apps and you can use the included analytics to assess how visitors use your website. You can also easily customize it to reflect your site’s design and color scheme.

Pros

A free subscription with Zendesk Chat allows one chat agent to handle unlimited chats, though restricted to one at a time. If your website is small, this live chat plugin may well suffice.

Cons

Not too much to complain about, but the free version is limited. Premium access costs per month. This also unlocks cool additional features like chat triggers – chat triggers let you specify certain conditions for the chat box to auto-launch, such as if a visitor is stuck on a page for more than a minute.

 
 

jet from Fonality
Specialty: Other services
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Zendsesk is a very powerful ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

You can do a lot of things with Zendesk. It is also easy to use and navigate. You can do a lot of reportings

Cons

reportings are nice however they can improve how to create these easier. other than that it has been very powerful

 
 

Daniel from Netfortris
Specialty: Other services
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Zendesk is a powerful ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Zendesk has effectively streamlined out ticketing process, and continues to be a powerful tool for my organization.

Pros

Automations and Macros are a huge bonus for taking out the manual steps of moving tickets and setting up canned responses. You can integrate forms to fill out required fields in your tickets. It has greatly reduced our processes for ticket management, and has made life easier for our day to day users.

Cons

The only con that I can think of is that it's a bit pricey on an user basis. Dropping the price per user would make it a complete win win in my opinion.

 
 

Larry from Oklahoma State University
Specialty: Education
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

June 2017

June 2017

Zendesk, I quality product but there are better options.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Good base functions
Easy to use
Easy to operationalize
Easy to implement and train
Zendesk has some great initial features (base features) and is easy to setup and to use.

Cons

The cost is too much for most companies to absorb for the functions available. Some functions should be included in the base product but aren't.

 
 

Taylor from Riskalyze
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Zendesk is a Powerhouse

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I enjoy Zendesk and have found that it adds a great deal of value to our team, especially when needing to pass off information to the product team,

Pros

Zendesk is full of so many features it's ridiculous. Our team has dramatically been able to increase our visibility into bug reporting with the JIRA/Zendesk integration. It's so powerful and we'd be lost without it at this point! We switched to Zendesk about 3 months ago and we're finally settling in.

Cons

It's a little difficult to set up initially and take a great deal of connecting pieces in the backend before it works well. Out of the box it's not entirely helpful, but it's built to be custom, so that makes sense. The learning curve is pretty high for some users.

 
 

Mark from Hair Transplant Clinic
Specialty: Healthcare / Medicine
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Dreadful support provided by a support provider

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

There is clearly a problem with this outfit. I have explained my problem several times to their online chat and have never been contacted

Pros

cheap and cheerful including an app nothing else remarkable.

Cons

Zendesk have continued to charge me for months despite having a new paid account
Forced to switch to Zendesk from Zopim
Zendesk continue to charge my old account 6 months later
Wasted many hours on their own online support.
Countless emails ignored.
Started a dispute with PayPal but still, I cannot elicit a response from Zendesk
Their online chat denies that they are charging my account even though I have sent them screenshots of their own transaction emails
I find it baffling that even in the face of such overwhelming evidence of unauthorized charges continually being made to my account that zendesk will not respond to me.

 
 

Maria from Epsilon
Specialty: Pharmaceuticals
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

April 2017

April 2017

Love Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

My company used ZenDesk as a ticketing system. It was user friendly. Searching for older tickets was easy. Made my job easy.

Cons

Can be a bit pricey depending on your needs

 
 

Arundati from Mailgun
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Senior Business Analyst

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Ease of use, customization to business needs, integration with Good data for visualization easy exporting for analysis.

Cons

Can be tricky to use its API for integration with already existing analytics tools and has a few attributes that are captured in Good data but not in app

 
 

Gabe from LeAp - Learning Through an Expanded Arts Program
Specialty: Non-Profit
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Easy to use/collaborate, track issues

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Very happy working with team to keep track of IT / tech questions. Keeps everything in one place, clear labeling of tasks.

Pros

Statistics (average amount of time to respond to and resolve an issue); clean interface

Cons

Email notifications can be somewhat confusing; takes a little time to get used to labeling process.

 
 

espree from wearelatech
Specialty: Media
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2017

April 2017

Awesome way to streamline customer support!

Ease-of-use

Functionality

Product Quality

Customer Support

Dynamic software for many team members to to quickly respond and be organized with customer support. The design is clean and simple and customer love that communication can be within their inbox.

Pros

simple and clean design. great cost. easy for multiple team members to use.

 
 

Fredrik from Ledarna
Specialty: Other
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Happy user

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

As a user, I am happy about using Zendesk. It's easy to get help on the go, you get the ticket and am able to follow up on these problems. I am not an administrator, but happy about being the end user. I would recommend more companies to use it as it familiarize the end users.




Pros

Easy to use

Cons

Sometimes you feel that you're ticket gets lost, but on the other hand you can follow-up on that fairly easy

 
 

Anthony from Karat
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Great resource for startups

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Makes the process of pleasing customers incredibly streamlined. Our users don't have to worry about having a hard time reaching us!

Cons

It's pretty great all around! I'd recommend to anyone - not sure how it works at a larger company, but great for startups at least!

 
 

Thomas from MCASH
Specialty: Banking
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Easy to learn - ease to set up

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Moving from an internal and inhouse solution to Zendesk made us able to focus on other thing than maintaining and also much more easier for employees to start using it

Cons

There are problably cheaper options out there, but still much more cost efficient than what we hear earlier.

 
 

Ben from SkyPress
Specialty: Consulting
Number of employees: 1 employee Employees number: 1 employee

March 2017

March 2017

Constant Innovation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I've been using Zendesk for the last 4 years. I can personally attest that they are on the forefront of their industry. Competition beware, Zendesk is changing the game and taking over.

 
 

Kenny from Dun & Bradstreet
Specialty: Media
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2017

March 2017

Zen desk is a good way to simplify support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

My former employer used Zen Desk for sales order automation support. We had previously used a system that was designed in-house, but it was cumbersome and unstable. When we switched to Zen Desk, we were surprised at how easy it became to create and track support tickets, and we didn't have to worry about frequent system errors.

Pros

The software was very stable, and never caused any crashes or suffered outages.

 
 

Michael from Colonel Duck
Specialty: Media
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Improved coustomer feedback

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Helped to save time, resources and improve B2C relationships

Pros

Easy to manage, and initiatives for the customers

 
 

Kyle from Pymlo Accounting
Specialty: Accounting
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2017

March 2017

Good but has problems

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Really good customer management. Really easy to acces and really easy to find what you need. Great UI too.

Cons

No spam filter for request. Sometimes my mailbox is filled with spam created by spam users who send in help request

 
 

JARED from WEBSMITH
Specialty: Telecommunications
Number of employees: 1 employee Employees number: 1 employee

March 2017

March 2017

OK, BUT NOT GREAT

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

EASY FOR THE CUSTOMER TO USE, ESPECIALLY ONCE ITS BEEN INTEGRATED WELL. THE UI IS PRETTY GOOD AND SIMPLE AND MET OUR NEEDS.

Cons

SLOW... PAINFULLY SO. HARD TO TUNE FROM THE ADMINISTRATOR SIDE OF THINGS. ALSO, IT'S EXPENSIVE FOR WHAT IT GIVES YOU.

 
 
 
Showing 1-20 of 433

Grace from Workfront
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

Great software for Customer Support!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Multi-use. It's a great tool for customer support, knowledge base and community.
UI is pleasing aesthetically
Supports global users

Source: Capterra
 

Alex from SJU Technology Group
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Awesome management of tickets and projects

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Organization and efficiency

Pros

The organization and the ability on setting up the organization is a huge difference maker for IT support managing support issues and client projects. It's super easy to create and assign tickets. Zendesk also makes it possible and easy to use add-ins from third parties

Cons

Sometimes the site or app is a little buggy and slow but it has only improved over time and isn't that bad anymore.

Source: Capterra
 

Alexis from MiNuevoSitio.com
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2017

June 2017

Good support alternative

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It is a good support option. You can integrate it with other applications such as your CRM. It is not complicated to use. You can make a good impression while staying organized.

Pros

Intregration with CRM and other apps.

Cons

Maybe the price could be better.

Advice to Others

This is a good option

Source: GetApp
 


June 2017

June 2017

Solid Platform, Easy to Use and Setup

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Simple to setup, use and administer the system. Our agents enjoy using Zendesk and it doesn't take long for them to figure things out. The support is good and I've never had a problem resolving issues. We use Zendesk Voice which is a nice product.

Cons

Its not cheap but you get what you pay for. I am on the professional plan but the enterprise plan gives you light agents which is basically an agent that only talk to other agents. I think that should be offered to at the professional level as well.

Source: GetApp
 

Ramin

June 2017

June 2017

Review for Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Very flexible system for managing support tickets to be handled by agents in different queues or different specialties.

Cons

Setting it up was a challenge, I needed to bring in our tech team and test many settings before rolling it out. But later it would be simple

Source: GetApp
 

edward from Deloitte Digital
Number of employees: 10,000+ employees Employees number: 10,000+ employees

June 2017

June 2017

An improvement on Salesforce Desk, great ticket system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

An intuitive platform that lets you pick up conversations where you left off. This will improve your Customer Experience and its also fairly priced. Also a major benefit that is sometimes overlooked is .... It just works :-)

Cons

Missing basic email functionality like BCC and Forwarding. Attachments are sent as links rather than actual attachments. You can't really split Tickets that easily and not really any customisation for search results view

Source: Capterra
 

Angela from Diablo Media
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Zendesk Keeps Our Team Organized

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

We were able to streamline our sales process by incorporating a zendesk ticketing system. Processing lead returns and client requests has become much easier and efficient.

Cons

It would be nice to have more customization within the portal. Also, once you open a ticket it would be nice to also have that ticket open in your email. It gets a little redundant with all the emails when you are an active admin in the portal.

Source: Capterra
 

Aaron from BambooHR
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

Excellent system to help support our company

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Greater efficiency in responding to customer requests. We are also able to collaborate better as a team, improving internal workflows. Finally, we are able to leverage and update help content so that our customers are served up the most relevant information.

Pros

We love the collaboration on tickets and how we are able to run reports and track important metrics. The software seems to be fairly flexible in doing the things that we want, and for updating our help content. We have built some integrations into the system to help us author and manage content. We are also able to get insight into article use and track trends in our ticketing needs.

Cons

There are some limitations on the types of things that we are able to do, but that might be due to the version of the software we are using. Also, we have had to have some internal web developers help customize the system to get it the way we want. The basic "out of the box" might work well for some, but we wanted a more branded feel to our help content.

One thing that we feel was missing was the option to have a permanent "BCC ME" address put into a support reps account. Our sales team does not use Zendesk and so some ticketing information would be nice to sync over to Salesforce.

Source: Capterra
 

Ross from Snapt

June 2017

June 2017

Great support product with truly great support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

The system is easy to use and get up and running. Zendesk support is really out of this world , quick and very helpful. The ticketing system does everything we needed and more, it allowed us to expand our support system because of the added features.

Cons

Zendesk, helpcentre and Zendesk ticketing is great, Zendesk chat and Community is really rubbish. The chat is barely functional and has very limited options, the community is not worth the effort of setting it up. Documentation on both are out of date, things like gamification are mentioned online but no longer supported for community.

Source: Capterra
 

Johannes from Vixxo
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2017

June 2017

The last 3 companies I've worked for use this system and I'm not sold on why

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like that when entering and managing tickets in Zendesk, the administrator and ticket submitter are able to communication strictly through emails and Zendesk will capture that info in the conversation.

Cons

I'm not sold on this product as a whole, I have not seen it implemented where there are any usable workflows or automation. It's often hard to find tickets using the search function. General navigation is not user friendly and does not seem intuitive.

Source: Capterra
 

Charlie from Forcura
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Because of Zendesk our team provides great support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We're able to centralize our support structure and set parameters for good support and report on those metrics.

Pros

It's intuitive and they make it easy to get started and start communicating with customers. The different statuses and automation make support reps much more productive and efficient. The Help Center gives us a way to answer customer questions without them having to reach out.

Cons

Tags are not very useful unless you set specific criteria for using them. Searching can be difficult sometimes.

Source: Capterra
 

Martin from employee engagement and well-being
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

Focused on innovation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

To great thing about Zendesk is they are always pushing the product forward and releasing new features.

It's also reasonably easy to use and set up. If you have any issues setting up their support are always on hand to help. There is also a huge community of other users and Zendesk experts to help answer your questions.

The UI is nice, and their iOS app is not bad (not great, but better than nothing).

Ticket automations are a god send.

App integrations are also very good.

Cons

Although they spend a lot of time and effort working on new features, there are widely requested basics that they still haven't addressed. UI customisations for things like Views is very limited for example. A decent Due Date system is missing. Fully customisable Statuses are also not a thing.

Source: Capterra
 

Garret from BambooHR
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2017

May 2017

It is easy to organize all of the emails from my clients.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Being able to quickly and efficiently organize client emails and responses. I am able to prioritize who to contact when helping a client with an inquiry. I am also able to quickly respond to clients using the handy maco tools and canned emails.

Pros

The ability to create macros, which makes replying to many clients a breeze. Also, I really like the different queues that we are able to create, which helps us prioritize our responses quite effectively.

Cons

The only thing I can think of is being able to search for emails by key words and/or phrases, other than that... no real complaints.

Source: Capterra
 

ariel from PartnerHero

May 2017

May 2017

Tickets/Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Zendesk is the perfect CRM for ticketing, easy to learn and to use, and it helps you when you have a high volume of clients to manage. Chat is easy to use as well. You can perfectly set up queues to filter the tickets into them.

Cons

I don't know is if because of the efficiency of the CRM, but the prices is considerable high. Sometimes when you use the filters you might get a glitch with them.

Source: Capterra
 

Ricky from Halo Board
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2017

April 2017

Good Email Alternative

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

We use this email solution daily and helps with high volume of emails. Our customer support team can easily navigate the system. The ease to assign to other reps helps us keep track of what needs to be done first.

Pros

Macros are a plus.
Chat function is easy to use.
Nice filtering system

Cons

Take some time to get it back running once their servers go out. Had to wait over 2hrs for them to get back up which delayed our work a bit.

Advice to Others

I recommend it for a smaller business.

Source: GetApp
 

Mahmud

April 2017

April 2017

I found it very useful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The bes thing is that it is web-based service and it means users or group of users can work from anywhere. The overall interface and design is extremely user-friendly. Features are working perfectly.

Pros

Easy to setup and use
Lovely design
Cloud-based
Mobile version

Cons

Bit expensive
FAQ section for customers would be great
Import function is difficult to use

Advice to Others

Zendesk is being highly suited for small companies. But it can be helpful other companies.

Source: GetApp
 

Irv from Vixxo
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2017

April 2017

Improves team efficiency and customer service quality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our service provider specialist team uses Zendesk daily for our service provider needs. The software enables the team to track all issues and improve efficiency. It was very easy to set up and train the team on using. It is a great tool to manage inbound issues, however external users will not be able to track or access the cases, and can only view them via email.

Pros

Easy to use
Tracks all issues and provides reports
Improves efficiency and service quality

Cons

External users cannot track or access cases on the website
Visual design on emails can be improved

Source: Capterra
 

Sarah from Return Path
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2017

April 2017

Great way to track tickets

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Zendesk has helped the organization I work for manage many incoming requests on one platform. It has increased our turnaround times on requests and follow up for reoccurring issues.

Pros

Great way to track tickets

Cons

Has a bit of a learning curve but its not too bad.

Source: Capterra
 

Sabrina from Wholesale Screening Solutions
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2017

April 2017

Zendesk is AMAZING

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Myself and my team use Zendesk daily for our customer service needs.
It has helped our team become and stay very efficient. The workflow runs smoothly and has helped with a steady state of production.

Pros

good work flow

Cons

triggers can be confusing and support team makes you read articles in lieu of actually fixing the problem themselves for you

Source: Capterra
 

WIlliam from AAMP Global
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2017

April 2017

Easy to use and very helpful staff.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Worked with the Zendesk staff on several occasions to do a trial run of Zendesk. Simple to set up and the staff was very helpful. It seemed that Zendesk was more than capable of what we needed. The help videos were well made and entertaining as well! In the long run, our company acquired another company who already had a system set up and management decided to stick with what they already had in place.

Pros

Help information was plentiful between the self help videos, forums, and staff that was easy to reach (not to mention how simple the software was to use).

Cons

Some of the conditional formatting for the menus was not yet available that would have been ideal for setting up the tickets but from what I understood, it was a planned feature in the future.

Source: Capterra