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

580 Reviews of Zendesk

 

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Software Advice Reviews (99)
More Reviews (481)

Showing 1-20 of 99

Corinne from Level Office
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2017

October 2017

Easy to use and very helpful

Ease-of-use

Functionality

Product Quality

Customer Support

Love that they send out metrics on response rates of your team to your clients!

Pros

Zendesk is a great system to make sure all of your customers are being quickly and efficiently taken care of. Its easy to use and straight forward.

Cons

There aren't any cons that I can think of off the top of my head. It is a great software and I would recommend anyone to use it.

 
 

John from Delivra
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Generally well done

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Admin Ease of use is good, agent ease of use is great, end user experience is good too. Wealth of knowledge easily available too.

Cons

They add features as add-ons and it can feel like being nickle and dimed. Chat is very clunky and getting support for our even worse. SF integration is very lacking.

 
 

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.

 
 
 
Showing 1-20 of 481


October 2017

October 2017

Saves us a lot of time

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 best thing is the macros (templates) - allows us to select a relevant macro response and then reply really quickly with optional customisation.

Cons

Can be slow sometimes, waiting for enquires to load or for a macro to load, but it's not very often.

Source: Capterra
 

Manoj from Techcelerate Ltd

October 2017

October 2017

Great customer support application

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

One of the first to introduce a well designed and thought out customer support software. They have continued to simplify it and maintain their leading position over the years among a rush of new companies setup to imitate Zendesk

Cons

Zendesk has withdrawn support from entry pricing plans. They have also removed access to Apps and integrations from entry pricing plan.

Source: GetApp
 


October 2017

October 2017

Zendesk has helped us deliver our help documentation

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 how Zendesk helps consolidate all of our help documentation / support tickets into a single interface.

Cons

Sometimes, the interface has too many features we don't need. One thing that is missing is being able to create a draft version of new help documentation. Right now, it can either be published or not published. It is also rather expensive per user/seat. The widget could also be more customizable.

Source: Capterra
 

Nate from RPM Pizza LLC dba Domino's
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

We use Zendesk as our inhouse ticketing system. It is great for indexing issues and mass managing.

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 index issues and recall them at a later date.

Pros

Mass managing, automatic responses, cataloging are just some of the pros with Zendesk. Also, we are able to set up Teams that can respond to issues quick.

Cons

Cons of Zendesk would include the attached files do not load on my app. But they can be accessed when on my desktop.

Source: Capterra
 


October 2017

October 2017

Great solution for Knowledge Base and Customer Support Center.

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 support center vs giving everyone access to one email.
Great knowledge base vs running our own custom Knowledge Base.

Pros

UI is clean and nice.
Features work as advertised.
Knowledge base is a great too for internal team and external users.

Cons

For an entry level company, support could become pricey because of multiple agents.
Price is my only gripe with Zendesk.

Source: Capterra
 


October 2017

October 2017

Zendesk Review

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 is extremely useful for what it does. It adds the chat support to your website making it easy for customers to contact your organization. Response is great.

Pros

Very easy to use and establish, App is great.

Cons

Extra features should be included initially.

Advice to Others

I definitely recommend it if you are using your own website. Great little add on.

Source: GetApp
 

himanshu from Internet

October 2017

October 2017

Most popular helpdesk

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 used Zendesk as user and it provides great customer support. They believe in customer satisfaction which is important for any product

Cons

I think it is little bit expensive as compared to others but except that it is still best in market.

Source: Capterra
 

Jessica from Laurel And Wolf
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Great Tool!

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

Time management is very easy to keep up with!

Pros

Never having used one of these tools before, this one was very easy to navigate and learn. I love how you can prioritize and assign tickets timelines to be completed.

Cons

Can't tell if other people are copied when you change requester on a ticket. Very confusing and annoying!

Source: Capterra
 

Emily from Laurel & Wolf
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Zendesk is user-friendly and very intuitive!

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 love the ability to merge tickets, as well as contacts, as it provides a cleaner view and makes everything you need easily accessible.

Cons

What I like least about Zendesk is the inability to change the font. I would really like to use Helvetica.

Source: Capterra
 

Kristen from Incentivefox
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2017

October 2017

Zendesk is an easy-to-use customer service tool that's resulted in faster responses and no "lost" ti

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

Easier issue tracking and no lost "tickets". We used to have a hard time keeping track of issues in our support email and which user was taking care of it.

Pros

I love that these items don't get lost in our "Support" email inbox. Everything is tracked and the owner is clearly defined. We can also add tags and discover which are our most common issues and from there we develop new items to make our clients lives easier.

Source: Capterra
 

Paul from Bridgestone
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

We used this as a stop gap between no process and a enterprise wide solution and it was excellent..!

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

Ticket management in a pre digital enviroment

Pros

Easy and fast to implement, very clean and user friendly, operated with no service issues at all throughout entire period

Cons

Wasn't as impressed with the Analytics side and felt this needed some further work to bring in on-board with some of its range competition

Source: Capterra
 

Phil from SCS
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Powerful support ticket system for all facets, not just software 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

Zendesk makes our support staff more effective and efficient, and provides immediate access to open tickets and customer feedback in our CRM environment.

Pros

I love that Zendesk can easily be linked to our CRM (Nutshell) so I can be kept in the loop on support issues w/o having to leave my CRM. As the Director of Sales, I need to know whether there are issues with customers and Zendesk does just that. I also love that Zendesk can be configured to automatically e-mail me about particular items. For instance, I am notified every time we get feedback from customers --- good or bad. I can then follow-up where appropriate, either to get permission to use the feedback on our website or to find out how we can do better. From a support standpoint, I absolutely love that I can use the system to add to existing tickets as opposed to sending e-mails to our support team, and that my feedback can be kept internal only.

Source: Capterra
 

Sebastian from Body Armor Outlet, LLC

September 2017

September 2017

Zendesk has helped our company communicate

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 has proven to help our company communicate more efficiently by having tickets online that we can write to and from by just replying to an email. We use it for tasks and RMA's.

Cons

I don't like that the chain can get very long and sometimes when you have in depth tickets it can get a flustered and confusing to read.

Source: Capterra
 

Katrina from Red Hat
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

Excellent customer support tool

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 finding, organizing, and replying to customer support tickets incredibly easy, so you can focus on helping your customer instead of figuring out your support tool. The many filtering options sort conversations into different teams, and you can easily search for a specific ticket or customer. One of the best features is the ability to mute the customer conversation, so you can share information with other support staff before responding "publically".

Cons

Occasionally experienced downtime issues, but Zendesk was very responsive and issues were quickly resolved. The many options can be overwhelming, but are easy to use once you're more familiar.

Source: Capterra
 

Babak from SKYPREP INC

September 2017

September 2017

Zendesk is where we host our support for our 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
Pros

- Search tool is very good. Gets smarter over time.
- Easy to add new support pages
- Good ticketing system to see issues at hand

Cons

-Wish the integrated widget worked better when we added it into our website.
- Wish there were more customization options

Source: Capterra
 

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
 

Mukesh from Meat & Livestock Australia
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

Best in 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
Pros

You dont have to go anywhere else if you need a decent KB , Helpdesk and Ticketing system.
Everything fantastic

Cons

Very Expensive!

You need to buy Professional plan which is 49usd a month if you need customers to attachments upto 20gb when they raise tickets otherwise Essential plan allows attachment upto 1GB, Team plan allows 9GB
Another 15usd if you want to customize kb / helpdesk.
all in all 64usd for a complete decent system

Zoho desk is 12usd a month which gives you all of the above where you can customize KB , helpdesk and also allows 20gb attachments in tickets

Source: GetApp