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

551 Reviews of Zendesk

 

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Software Advice Reviews (97)
More Reviews (454)

Showing 1-20 of 97

Eric from Hunter Vision
Specialty: Healthcare / Medicine
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2017

July 2017

Too many problems with Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

easy to navigate and use once you get use to the layout, super easy way to stay organized, nice to customize

Cons

dropped calls constantly, not an efficient way to keep our team informed about patients, super frustrating when calls were not taken even though their were people available

 
 

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

June 2017

June 2017

Like a broadsword, or an "artsy" film: Powerful, but often hard to grasp.

Ease-of-use

Functionality

Product Quality

Customer Support

It works well, just tough to get going. I have been using it for months and I am still unclear as to many aspects of the program.

Pros

The tremendous level of granularity that one can parse support data down to. It makes our individual metrics reporting a breeze.

Cons

The horrendous level of granularity that is available for creating custom views. the standards do not show the most pertinent information to me, but when trying to create a custom, I get lost in the options and how they are sorted. If I want them sorted by a particular metric such as "who was the last to update" I don't know why there would need to be an Ascending or Decending. Then I get confused as to which was which, so some of my views need to be re-ordered by clicking one of the columns at the top every time I use it. I am sure if I took the time to learn what every one of the 75 column options are I would be able to sort it out no problem. But in the words of Sweet Brown: "Ain't Nobody got time for that."

 
 

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

June 2017

June 2017

Zendesk: Great for management, awful for users

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

For all my frustration with Zendesk, The reporting is great, the guys upstairs will love it. I'm just really unclear why ZD doesn't seem to care about their actual users. I'm guessing the answer is that users don't pay the bills, the people printing the reports do.

Some alternatives to consider are Help Scout, UV Desk, or fresh desk, which are all better UI-wise, but have worse reporting... You'll need to pick your poison.

Pros

Fantastic Reporting
Great ways to track ticket priority
Integrates with most major software
Scales with you as you grow

Cons

Not at all user friendly for the Rep
Tons of UI decisions that will make you pull your hair out, ranting "Why did they make it this way!!!"
Merging Tickets is a Joke
The Search is a joke
Reading inboxes is impossible unless you download a third party chrome extension that color codes (Pray you use Chrome)
Many things can happen to make customers see secret notes or even emails from other customers

All these things "could" be avoided, but only in the same sense that a driver "could" go their wholes lives without getting in an accident... It's better to have the insurance

 
 

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

June 2017

June 2017

Zendesk is very customizable and gives us lots of flexibility to use it how we want!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

How you can make it look like how you want it! You really can move things and adjust certain apps and have it work for you

Cons

Doesn't really have the best flow. Merging tickets can have a better workflow to them, and it isn't completely worked out the kinds

 
 

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.

 
 

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

 
 
 
Showing 1-20 of 454

Katelyn from Seraphim Software

August 2017

August 2017

Zendesk has increased our connectivity and ability to care for our customers as a team.

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 program is easy to use and through the use of macros and automations emails are easier than ever to answer in a quick and unified manner.

Cons

There are no good methods for sending mass emails or even just selecting multiple end users for a bcc email.

Source: Capterra
 

Carlos from Coopers Digital Production

August 2017

August 2017

Excellent tool for our customer experience

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 helps us improve and track all of your customer relationships, since it enables is to make a chat window in our website, integrates with facebook messenger and we also track support tickets. It's amazing.

Cons

Actually I don't have anything to complain about, maybe it could have a slightly better interface, although it's good enough.

Source: Capterra
 

Chaim from Sound Around
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

perfect helpdesk 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

great design and functionality, everything you can expect from a helpdesk system out of the box, very easy for agents to get used to it

Cons

pricing is in sane, for every nitty giddy minor feature you need to upgrade and than get add-ons on top of that

Source: Capterra
 

Nittin from UnitedLex BPO Pvt. Ltd
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2017

August 2017

Impressed with ZenDesk ticketing tool interface, functionality and ease of use.

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 really helped to track all tickets in one window and moreover, streamlined the reporting to share it with the management.

Pros

a) User Interface
b) Automated Notifications to users and administrators
c) Consolidated Worklog of a ticket
d) Robust Reporting

Cons

There was a conflict in the status of each ticket. Apart from it, the formatting and structure of email notifications was not exciting.

Source: Capterra
 

Katherine from InvestEdge

August 2017

August 2017

Just started using zendesk guide. Awesome. Easy to use.

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

It is not confluence. The search functionality is awesome. The support is great and they respond quickly.

Cons

There is not enough easy to use content formatting. There should be more themes readily available to use.

Source: Capterra
 

Aly from Adlucent

August 2017

August 2017

Attempted to move whole company to this, but a little too convoluted

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

It was very slick - the look & feel are definitely clean, modern and friendly. Customer support was very nice and helpful when needed.

Cons

There are a lot of ways to do things, which was nice but also confusing for a lot of our users. In the end, we stopped the transition over to this from our other ticketing system because our base of users was split on it.

Source: Capterra
 

Brandon from Steton Technology Group, Inc. dba RizePoint
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Great tool that has some room to grow

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

Customer/Client ticketing system.

Pros

I really do like the overall functionality of the solution. Thought-out, robust, and can help with foundational customer ticketing and tracking of customer concerns. This is a tool that performs and works a specific way and so you can really rely on it for a generic customer service platform.

Cons

The expansive customizability is amazing, however this serves as a con for end users. It would be beneficial to have customized dashboards based on the type of work you perform (i.e. I handle Clients A-C that specialize in X versus the representative next to me). Also, I would like some resources that help me pull analytics surrounding certain KPIs.

Source: Capterra
 

Sumit from UnitedLex Corporation
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2017

July 2017

Its a complete helpdesk solution for any scale of business

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

Easy handling of customer tickets

Pros

Interactive interface, ease of usage , very easy to understand, informative reporting , ticket stats. Powerful search tool.
Less time spent on training

Cons

I think this is a bit overpriced along with there are some missing bits for this to become a complete CRM system

Source: Capterra
 

Rajarajeswari from Flipkart
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2017

July 2017

Thumps up for features and 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

We were able to easily implement process improvement suggestion/ideas into effect with the help of this team in Zendesk.

Pros

I've been using zendesk in my previous company for more than 2 years, the major pros would be the availability of features that could be customized as per user request, good customer support whom we can reach out any time.

Cons

We used to face downtime often which runs even for half hour and more. I am not a techie, so I do not the exact reason for the downtime but zendesk has the tendency to hang often and stop working which I would say a major drawback of this software.

Source: Capterra
 

Justin from Woodfold Mfg., Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Our small manufacturing firm LOVES Zendesk and our customer/distributor base loves it as well!

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

This is the backbone (or killer app) of our customer-facing organization.

Pros

Cost/benefit for features, EASE OF USE, happy and helpful support for the rare moments we need it. We probably only use about 10% of its features and we continually find new ones weekly. AppStore is incredibly robust as well.

Cons

Some of our other systems, like CRM, are not up to date so we can't integrate them easily. That really isn't a Zendesk problem, it's ours.

Source: Capterra
 

Richard from Onclick Studio

July 2017

July 2017

Limited functionality but extremely easy to implement, onboard users and start using

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

- Intuitive and easy to use.
- Well designed UI. Pleasant to the eye. I always knew what to do next. The way that it is designed makes it easy for me to know what is my next step always.
- It has apps that can be integrated. For my case, I was able to integrate with chat software Zopim.
- It has an analytics feature that we used to keep track of our support teams performance.
- Low start-up cost with high functionality.
- Integrated with our phone service.

Cons

- Limitations on customization. I could not customize the stages of each ticket.
- The only thing I don't like about Zendesk is the way they handle support through emails. Multiple clients complained that they always receive a copy of their own email whenever they email me on a Zendesk email thread and I could not turn that off.

Source: Capterra
 

Chris from HFF

June 2017

June 2017

Easy to configure, administer and use

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

Ease of integration with other cloud services - they offer an app catalogue that makes connecting to other systems a breeze!

Cons

Mobile access and outdated mobile app. I was never able to get the mobile app to work. Also - they offer an O365 plug-in but it's of limited use - doesn't allow you to modify tickets, only submit new ones.

Source: Capterra
 

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