Zendesk Help Desk Software


 

Zendesk is a cloud-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 integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, 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

1,217 Reviews of Zendesk

 

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Software Advice Reviews (142)
More Reviews (1,075)

Showing 1-20 of 142

Soumyajit from NYU
Specialty: Engineering
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Amazing customer service software

Ease-of-use

Functionality

Product Quality

Customer Support

Its the only service desk software i have used and i am completely happy about it.

Pros

I have used the Zendesk Chat facility in my office.
When it comes to pros, its amazing.
1. You can know from which country your client is chatting.
2. It automatically translate your language so you can always speak the language you are comfortable with. Believe me its way more helpful than google translet
3. You can statistically observe the site hit of per hour. You can purchase even for the finer details.
4. You can set pre determined texts.

Cons

1. Statistics graph don't update automatically, I need to manually refresh the page.
2. Chat dont get disconnected unless the client close the window, there has to be some option. Else sometimes client dont close the window for few hours may be a day.

Review Source
 
 

Adonis from Fujitsu Telecom Systems Philippines Inc.
Specialty: Telecommunications
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Fastest and easiest way to communicate with your customer!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Zendesk offers interactive and online way to communicate with your customer. Knowing on the right time and prompt what they are thinking! The Integrated support able you track, prioritize and solve customer support tickets.

Cons

Supporting large amount of customers requires back-end employees to monitor and solved tickets. Enough number of team to handle customers is suggested.

Review Source
 
 

Travi from Insurance
Specialty: Insurance
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Works Great!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Pros

Works great for the business and have not had issues. It was simple to get set up and I would recommend to anyone looking at purchasing

Cons

Can be a bit slow at some points throughout the day, other than that we have not had any major issues

Review Source
 
 

Alonso from HealthCompany
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It is a paid application, but it is worth it, it allows you to connect with your clients in a simple and direct way, it is a multiplatform application, so it is easy to give support to different areas and needs. You can configure triggers for automated responses from the system, while you can have a list of predefined responses to use at any time.

Cons

It's a little complex to handle at first, but once you get used to the system, it becomes very easy to use

Review Source
 
 

Kyle from Automotive
Specialty: Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Great Ticketing/IT Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

There are so many tools out there to help companies manage tickets and work orders. Zendesk really does a great job of making this process simple to both use and manage. The various configurations will let you set it just to your specs and be successful.

Cons

I don't really have any cons. I wish it were free for every user, but then it wouldn't be around much longer.

Review Source
 
 

Joel from Advanced Quality Plumbing
Specialty: Construction
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

Great for supporting our customers

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Great for supporting our customers and potential customer by answering their questions via chat. Easy to keep track of tickets and who they are assigned to. Cost is fair.

Cons

There is a bit of a learning curve, but once you get used to it there is no turning back. No other complaints and that really isn't one.

Review Source
 
 

Nic from Management Consulting
Specialty: Consulting
Number of employees: 1 employee Employees number: 1 employee

June 2018

June 2018

Great for what you need

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Good product- works great if it provides what you need - just be sure that you need all of the features before the higher spend.

Pros

Love that there is a 30 day trial so that you can really dig in and see if the features fit what you need inside of your business.

Cons

This can be a bit pricy for smaller companies, or multiple agents; if this is your first CRM the price may be prohibitive.

Review Source
 
 

Nick from IMManagers.com
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Very Helpful Tool!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Really great for customer support. Ability to attache files is very good for better clarity on issues. The leave feedback function is great in motivating your customer support team as well. On the customer side this function works great as there's no need to go to some other page just to leave a customer feedback.

Cons

Even for the basic plan, it would be great to have some form of branding though. Other than that, there's nothing else for now.

Review Source
 
 

William from Lancaster Bible College
Specialty: Education
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2018

May 2018

Zendesk brings peace to your company

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Great product; sets the industry standard.

Pros

Zendesk is a central base for all of your documentation and support needs. The tool allows you to provide articles, chat support, general communication, and manage all of it with professional analytics. A tool like this can revolutionize a company's support team.

Cons

My only complaint is that the knowledge base comes together with other services; while that wound up being a good thing for us, we initially only wanted a knowledge base and couldn't purchase it separately.

Review Source
 
 

Dealdiane from NetPotential
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

A good help desk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

If you are using the Atlassian suite of products, especially Jiram then it just make sense that you should be using this as well. This helps you organize your support emails automatically with little setup. The history tracking is great as well.

Cons

History tracking is great but can be too verbose. I hope there's a way to delete "some" of the history. Also, we always seem to have a problem with images in emails. They never get automatically attached to JIRA or to a ticket when forwarding emails from it.

Review Source
 
 

Pierre from RE/MAX Ocean Properties
Specialty: Real Estate
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

Easy to setup and a great platform for customer service teams!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy setup and easy to use software. Customer service is great in helping you onboard and setting up your dashboard. Features are very helpful when dealing with inbound customer inquiries.

Cons

There have been times where the software doesn't react as quickly as I would like it to. Dealing with a large volume of tickets requires a fast and responsive interface.

Review Source
 
 

Francisco from OCTO
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Zendesk..excellent ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Overall the easiset we’ve dealt with. Steep pricing is worth it at the end.

Pros

Ease of use, creation and tracking of tickets. Bility to create teams and have clientes receive emails automaticaaly saves time and confusion.

Cons

Price jumps are steep for little-added features. Also, reporting tools are weak, so most client reports have to be done by hand. Another con is the “play” button for ticketing is not intuitive.

Review Source
 
 

Jen from Quantum Business Solutions, LLC
Specialty: Other
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

ZenDesk - Good Help Desk and Support Tickets

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Overall, this is a nice HelpDesk. There are HelpDesks that are not branded, and are easier to use.

Pros

Fairly easy to use for the laymen
Very affordable options
Scalable depending on the size of your organization
Knowledge Base for the user to possibly avoid putting a ticket it because they found an answer in the Knowledge Base
Easy Ticket Managment

Cons

Knowledge Base is time consuming to fill up
For the laymen can be a daunting experience for the learning curve

Review Source
 
 

Justin from Lancaster Bible College
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

I used Zendesk to create a knowledge base of professional development materials for my faculty. In a short period of time, I have seen these resources easily and regularly accessed by my faculty. The easy to use search bar allows faculty to identify needed helps by keyword, and i know that as i update resources I only need to worry about updating in one location.

Cons

At this point I haven't been able to identify very many cons - it has met my needs of creating just-in-time resources for my faculty, and they have only provided positive feedback! Creating the resources on the backend has been a positive experience from my viewpoint as well.

Review Source
 
 

Jasper from Per Expressie
Specialty: Non-Profit
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Zendesk

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

A great application, definetely something to consider. It looks beautifull and everything works perfectly like it's supposed to do

Cons

I've had a few cases where i had to make the same complaint multiple times, before customer support responded to me

Review Source
 
 

Ross from NetPotential
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Great for jira integration

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Probably one of the most reliable help desk tool that provides integration to jira. Great combo to have with on getting support for clients.

Cons

Not sure if this is a zendesk issue but sometimes, email attachments does not attach to jira tickets or it attaches the wrong files.

Review Source
 
 

David from Uber
Specialty: Transportation
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

April 2018

April 2018

Zendesk Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It consolidates your emails into an easy to maneuver platform, allows other people to resolve issues that may be assigned to you. Allows visibility to emails across a team

Cons

Harder learning curve, at times trying to reinvent the wheel. Needs some minor fixes to make it a worthwhile solution over Gmail

Review Source
 
 

Ellen from Uber Freight
Specialty: Transportation
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

Useful But Confusing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It allows you to communicate internally and externally and see other peoples updates as they come in.

Cons

It takes a long time to put together a request, lots of details needed. There's also a lot of requirements to solve tickets. And creating a brand new email can be really confusing.

Review Source
 
 

Ben from International Neighbors
Specialty: Construction
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Zendesk makes tracking tickets a breeze!

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

So easy to keep track of who is responsible for a ticket at a given time
easy ability to notate things internally vs. externally
reporting is robust

Cons

Because Zendesk is extremely robust, it does take a few hours to get the hang of. After a few hours a user should have a good idea of the basics.

Review Source
 
 

Corinne from Level Office
Specialty: Other
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

Efficient and Effective!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I like this product for the team because it is extremely helpful in keeping track of all of the issues that come up and helps them note every interaction with customers.

Cons

This product is a bit tricky to use if you aren't familiar with it. It takes a little time navigating around the software to fully understand it.

Review Source
 
 
 
Showing 1-20 of 1,075

MAKAILA from ipsy

June 2018

June 2018

I use this support software every day to communicate with customers.

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 benefit of communicating effectively with my company's audience.

Pros

I love that it is effective and easy to use. The communication between members is seamless and well-documented.

Cons

It has stalled out in the past, but the company does a great job of updating their patrons via social media.

Review Source: Capterra
 

Cliff from Network Interpreting Service Inc.

June 2018

June 2018

Like David Blaine doing Street Magic.. that levitating thing.

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 ability to connect with customers who want to use chat. Who doesn't want to use chat.

Pros

Price. Reliability. Phone App.

I can chat with a customer in the Panda Express drive thru.

Cons

Really, there isn't anything I dislike about this app. I think they are fantastic. I recently got an automated renewal the same day I tried to slice back a seat and they were willing to refund the transaction even though they were not obligated to under the agreement.

Review Source: Capterra
 

Tim from Start With Why - Simon Sinek
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Zendesk is an industry leader for support, although it could be more modern.

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 helps me support users of our website and products outside of email. This helps us route requests to the right people.

Pros

Zendesk enables our organization to support tens of thousands of requests each year. Its tagging and assigning helps funnel requests to the right people. I love the playlist feature that helps me rapidly respond to people.

Cons

It can feel dated. I more modern interface and advanced chat functionality would be appreciated to compete with other options that are out there.

Review Source: Capterra
 


June 2018

June 2018

My I.T department uses Zen Desk

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

I love how the ticket submitting process is integrated into email so I can do it from anywhere that supports email. saves time and hassle.

Pros

I love that anyone can jump on a ticket I submit and I don't have to worry about sending it to a specific person and figuring out who the person is.
say have a networking problem, I just need to send it out to the generic email of zen desk and the person needed for this ticket will get figured out on the other end, not mine.

Cons

I hate that each ticket has its own email address and when I want to send another email to the zendesk, it will try to auto populate the email to a ticket specific address and sometimes I wont notice and send my ticket as a replay to an old ticket.

Review Source: Capterra
 


June 2018

June 2018

ZenDesk Makes Managing your Support Efforts a Simple & Straight Forward Process

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 makes it easy to manage your Support/Customer Service queue, offering a user-friendly dashboard, custom modes for communicating with users/customers, and bench marking statistics, both within your team and against industry averages, that help you understand how you stack up against other team members as well as competitors. With such a vast database of industries within their portfolio, ZenDesk has been able to optimize their system, helping businesses across the business spectrum. Have used this software in different industries, and it is responsive to all types of Support communication. Also gives businesses the ability to customize their system, which allows for a great feel/branding opportunity in some cases.

Cons

There are times when the software can be so user-friendly and intuitive that you feel as if you're missing some functionality. While support typically consists of straight-forward communication, there are times when incorporating additional agents in real-time would be helpful in more of a live chat setting as opposed to the "email" template where most communication takes place. That's not to say collaboration in ZenDesk is impossible as that's not the case at all, but it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).

Review Source: Capterra
 

Thanh T. from FrontStream
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Easy to use and to integrate with other apps and services.

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 eliminates the needs for emails and easy to filter messages.
Integrate with Salesforce and many other applications.
Provide powerful reporting and customer satisfaction surveys.

Cons

Can be expensive for all the features.
Simple to use, but takes time to train staff to really take the full of advantage of Zendesk.

Review Source: GetApp
 

Craig from FTD Companies
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Used as a CSR for Whistle.

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

Able to view customers prior history.

Pros

I liked the way that I could view tickets and cases and get a threaded history of that particular customers communication with the company.

Cons

Sometimes had an issue with it crashing and waiting for the system to get up and running again afterwards.

Review Source: Capterra
 

Florin from RedLineMultimedia

June 2018

June 2018

Talk to you visitors and customers now

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

Easy to setup and use.
Create deparments and answer every question or request
Monitor and deploy task to every member

Cons

Pricing is a little expensive for agents, and their roles. If more competitive in pricing should improve the overall experience of the product.

Review Source: Capterra
 

Cece from HARDCORESPORT
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

they are very responsive to your questions and provide step by step instructions to resolve any issu

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

Good resource for helping answer questions about an application issue

Pros

They provice quick response time and easy to follow instructions for resolving issues or questions you might have.

Cons

At times the responses they provide do not quite match up with your specific area of concern and you have to re-phrase your request.

Review Source: Capterra
 

Andrea from American & British Academy - ABA English
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Very important ticket management software.

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 easy to use in order to create, answer and close tickets. It is scalable and allows the integration to other platforms.

Cons

Some of the most important features are available at higher prices.
A part from it, all the rest works as expected.

Review Source: Capterra
 

Gopal from Episerver
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Zendesk is Amazing. One of the best ticketing system I have used.

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 had made my life easier with better ticketing experience.

Pros

Customizable, Can log in and read from anywhere, customized views, mobile app, ticket updates on fingertips and many more features.

Cons

Need more ready to use add-ons such as Calendar, Time zone picker, Flag the ticket. The better intuitive interface might help a bit.

Review Source: Capterra
 


June 2018

June 2018

Delivering support at above industry standard, made easier and fun.

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 customisable and allows for differing configuration according to different organisational needs - especially with product add-ons where features aren't forced on as part of the complete solution, resulting in a reasonable price point.

We love the Answer Bot which allows for us to free up support manpower to focus on other tasks and projects.

Cons

The customisability of this product would mean a steeper learning curve for some, especially to get to optimal configuration. Also, triggers sometime may not work as expected.

Review Source: Capterra
 


June 2018

June 2018

They are very accomodating

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

Thanks

Pros

So easy to communicate with this peeps. All inquiries were answered. Thank you for your patience with me.

Cons

All of the support staff is good even their customer service is so nice, and all questions have answered.

Review Source: Capterra
 


June 2018

June 2018

Great customer help tool!

Ease-of-use

Functionality

Product Quality

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

we use Zendesk to keep track of our customer tickets. It's easy to see everything and track the progress.

Cons

Not that I can think of as right now. It works great with our system and it operates smoothly for our customers.

Review Source: GetApp
 

Ciarra from SkySlope
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Easy for support 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

The software is good for a support team. It generates tickets for each case and it is easy for the whole team to view and be on the same page.

Cons

I do not like how unreliable zendesk can be. It seems to be happening more often lately that the software runs slow.

Review Source: Capterra
 

Daniel from Unikemia
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Software to keep your customers happy

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 use of the software has improved the customer service time, in addition there are records and reports of the most common failures to improve the strategies. It also has a history of all tickets attended to solve major problems. The best thing is that they are updating the platform to incorporate new attention functions.

Pros

The best thing is that the system centralizes all communication channels clients, to manage the service, from an email or a chat, you can follow up on the problems of the clients and their timely response.

Cons

The free plan has some limitations to explore all the functions, but once you pay the plan that suits your company, you can verify that it is worth the investment, since you will serve the clients in a more efficient and faster way .

Review Source: Capterra
 

Casey from Commissions Inc.

June 2018

June 2018

The Gold Standard of Support Software

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 SO easy to use. I think the thing I love the most is the interface. It took me no time at all to pick up when I first started using it. My last company used Salesforce Service Cloud and the learning curve for that was so much steeper. With Zendesk, it's super easy to reference a client's case history, listen to previously recorded calls, make outbound calls, set up queues and views, and create new tickets.

Cons

The only small quirk I would change is that the first email in a ticket can't be external, but that is a very minor inconvenience and overall I wouldn't change a thing.

Review Source: Capterra
 


June 2018

June 2018

A little bit restrictive

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

Easy to use, I only see the use as Customer service, easy to take care of the ticket, deal with restrictive time, really good CRM for a customer care company

Cons

Lack of reports available, missing updates, not able to customize, it's only for customer car, if you have other teams you will need an other software

Review Source: Capterra
 

Wojciech from Apzumi

June 2018

June 2018

Excellent support/ticketing solution

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 and not very expensive solution for your business

Pros

- great ticketing functionality
- easy integration
- using automated workflows
- users actually do like it a lot, in contrary to other ticketing system that were used

Cons

You really need a paid version to use it for large organisation; some of the free functionalities are a bit lackluster. Also even with paid version you still wont get enough tools for full end-to-end customer support needs.

Review Source: Capterra
 


June 2018

June 2018

It has been very useful to optimize my customer experience skills

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

What I like most of this software is how you can keep track of the tickets and the status of each one.

Cons

It can be very messy because it has many tabs and can get confusing at times if you do not actually are aware for which is which.

Review Source: Capterra