Zendesk
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Zendesk

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4.2 out of 5 stars
44 8.3 / 10
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Give customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.
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Zendesk Reviews (46)

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose... Read More
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Abbey Sullivan
Administrator in Computer Software
We signed up for a trial and were allowed to extend this several times. Decision making was slow in-house and also came in the middle of summer holidays so the... Read More
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Louise Fife Aardal
Administrator in Consumer Services
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Very flexible and makes managing a lot of support data easy

What do you like best?

Zendesk allows us to manage a ton of support, developer and product backlog data in one place and is very open ended so that we can add whatever data we see fit. It has made it possible to run a lean support team while experiencing large company growth and not let anything go overlooked. We also use it for our product backlog and capturing other critical client data as well as the NPS functionality. We switched to their help center for all product documentation, which was much easier than building out our own site, and it allows for quick addition of new content. Also, Zendesk as an organization is very receptive of feedback and will turn around and build what people ask for. They truly listen to customers.

What do you dislike?

I wish their in application reports were better (GoodData is ok but a little tedious when you know exactly what you want and it takes a while to build a simple report) and I wish the help center allowed for better SEO on the back end. They are addressing this, though.

Recommendations to others considering the product

Get to know their team. They are good people who are receptive to user ideas and feedback.

What business problems are you solving? What benefits have you realized?

Managing a lot of support, application backlog, third party support vendors, account management + new client setup workflow, product feedback. It allows us to do all of this in one place in an orderly manner.

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User in Education Management - Zendesk Review Author
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Possibly the best customer service management tool, depending on your needs

What do you like best?

- Clean interface

- Analytics

- User case management (ability to reply back easily, tag issues, resurface previous issues, etc.)

- Flexible/useful permissions settings for the front-end user experience (for help articles and forums)

- API/cookie capability that allowed us to auto-populate case information

- Easy to set up CRMs like auto-responding emails based on keywords, timeframes, etc.

What do you dislike?

- To comment on help articles a user must have an account, when I'd prefer to make the barrier to entry low

- The templatized help center is not very easy to customize design-wise (maybe there are different abilities at different price points, but I always found re-designing their experience to fit our brand(s) clunky)

- The interface sometimes relies too heavily on icons, sometimes too heavily on text.

- The moving between URLs during the customer support agent experience got annoying

- I wish there had been more flexibility for setting up dynamic help forms (so if a user says "I have this problem", it asks them the right questions in a flow of new questions. In my experience I remember this either being impossible or difficult.)

What business problems are you solving? What benefits have you realized?

I used it at two different companies, and at both we were scaling support (i.e., helping more users with high-quality information, but keep the same number of heads and hours spent on support.)

ZenDesk overall was a very good fit for our business needs. ZenDesk and Desk are by far and away the only tools I'd recommend for a consumer web company with less than 1,000 cases a day/with users that are not paying at all or not paying much for your service (because that was my experience with the tools.) Building internal tools for support management is only smart if you have the resources to keep it maintained; using a 3rd party like ZenDesk is a much smarter option, because you know ZD will create a better product that they will continue to evolve.

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Administrator in Higher Education - Zendesk Review Author
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Effecient, simple and modern support ticket tool done the right way

What do you like best?

It is so simple to use and teach others how to use it, show your new co-work once and they are solving tickets within an hour. For new customers, out of the box, it is almost ready to go (or could be ready for prime time for a lot of companies not interested tweaking it further). It's highly customizable--you can setup single-sign in with your site's login system, design the customer interface to look like your website (not the provider's), bring it over to a subdomain on your domain and setup a multitude of rules that will run based on upon anything you tell it. Zendesk is a huge improvement over the support ticket systems that look like they are out of 1998. One of the most important factors is whether the company continually improves the tool and I can say that Zendesk does stand behind their product and has shown that they are committed to continually making it better. And Zendesk's customer support rocks!

What do you dislike?

The agent/admin interface tends to be slow to update and occasionally you are looking at old (i.e. 5 min ago) information. The forums are a great addition for your support (you should definitely still use them), however when comparing to other forums they are a bit basic and lack some much needed features (to many to list in this review) for users and admins. The organization in Zendesk needs some work and it can get a bit confusing to find what you need even when you know where it is. It would be great if there were some nice templates for the customer facing site to get you started when you're new to Zendesk and so you can not worry about the high level customization stuff later. The agent canned response and automatic reply features are almost there and I wish there was a bit more customization and a better interface (for canned responses) to make it even more useful to the agents. The Zendesk online chat is very basic, you will have to get a another service to accommodate your...

Recommendations to others considering the product

Workflow is everything, get this nailed down before setting up and going live with it. If you continually change it or don't have it setup properly after you go live, this could negatively affect the data that you are gathering (the data is essential and will help you to improve in multiple facets of your business).

What business problems are you solving? What benefits have you realized?

Reduce customer support, improve the support experience for customers, and make the agents more efficient at solving their tickets. We went from 85% customer satisfaction to 98% customer satisfaction within a year and Zendesk was a huge part of this customer delight project that made this shift possible.

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Know your work flow

What do you like best?

I enjoy Zendesk's ability to break down different fields for reporting. If you know what you want to find, ZD is easy enough to learn. Creating views and writing issue specific macros is very easy and user friendly.

What do you dislike?

ZD has a tendency to crash and when it does, all work comes to a stand still. Their team is great in addressing and fixing these issues quickly, but it is terribly frustrating to have to hit the pause button when you're in a groove.

Recommendations to others considering the product

You should have a clear idea of what you want to analyze. Zendesk is great in helping you to diagnose what common issues your business is experiencing. Their team is great in helping you to address these issues.

What business problems are you solving? What benefits have you realized?

I was working in customer service answering all general questions. Views allow us to filter out common issues and send a mass email response. Macros have streamlined productivity.

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Easiest software implementation ever

What do you like best?

We signed up for a trial and were allowed to extend this several times. Decision making was slow in-house and also came in the middle of summer holidays so the "looking at and evaluating" phase took two-three months. Once we decided to go for Zendesk the initial setup took about two weeks. We decided to add one team first and with 30 minutes training they were up and running. After three weeks we added the rest of the teams and after only one week the agents were more efficient in Zendesk than they had been in the old system which we'd used for ten years. So Zendesk is very intuitive and easy to use for agents.

I love the fact that as a fairly large European customer we've been given the opportunity to be part of both the ticket forms beta and the beta for the new Help Center. Also Zendesk are currently implementing our new Help Center for us. I'm also impressed by how good their support team is and how available the team in London is for us via email, Skype or phone.

The...

What do you dislike?

The possibilities for customisations are limited and so is the out of the box functionality. This means that feature requests to Zendesk are plentiful and few seem to be implemented. However, if you are a large enough customer and they see the potential for more business from you getting your functionality requests implemented is somewhat easier. The sales person we were initially in contact with was far too aggressive for the Scandinavian way of doing business as he kept asking several times a week when we'd be able to come to a decision but our current KAM is great.

Recommendations to others considering the product

Make sure you know your workflow well before setting up Zendesk. Also give some thought to how you tag things and make a list of common tags. Really understand triggers and how they work. It took some trial and error for us with some strange consequences....

That said, Zendesk is the easiest implementation I've ever done and one of the best support softwares I've come across. It's purpose made for support with integrations with other systems and not made as a customer database with support added on as an afterthought.

I fully recommend Zendesk to any company looking for a support and service solution.

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