Zendesk
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Zendesk

170 ratings
4.3 out of 5 stars
1498.510
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Give customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.

Zendesk Reviews (149 reviews)

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  • 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 S.
    Administrator in Education Management
  • 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
    0 uqf0zczgo stmk43jhbuz3ehoiugrn43mg18zhsj357 x ftc8c198a1rarjzljds5l3bbkibz6r
    Louise Fife A.
    Administrator in Consumer Services
G2 Crowd User: Matthew W.
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Mixed feelings but I mostly love it

What do you like best?

The switch from email distribution groups was easy. We added zendesk as a group and also a contact card in active directory and we forwarded all of our support/sales/info inquiries to zendesk. We even added an SPF record for Zendesk so it wouldn't show tickets being replied to with "on behalf of". Not sure why Zendesk notes that most people don't need that as I believe it is a key feature. Their support during the setup process was quick and helpful. While we only have 3 users now (the $2 plan) we of course will be upgrading but we want a good few months here on the cheap plan while we wait for any potential kinks to present themselves (none yet!).

They suspend spam tickets with almost perfect accuracy for us which is miles ahead of our outdated exchange server. It's rare I find a legitimate email there.

A few of our support requests always CC a third party and when they reply it is automatically logged as part of the conversation which is fantastic.

I like how the emails...

What do you dislike?

I've found quite a few annoyances:

When we first set things up, there is a customer setting that says "Also send a welcome email when a new user is created by an agent or administrator". It was checked by default! This lead to all the initial support requests we replied to also getting another email asking them to sign up for Zendesk. It made us look really bad, luckily users alerted us pretty quick as they thought it was a spam attack. It took quite awhile to figure out why it was being sent out in the options. This should without a doubt be unchecked by default.

I like the average First Reply Time chart, but I don't know why you can't compare that against your industry. It would be useful to see what % of companies in your industry reply with 0-1 hours.

I'm really not a fan of the web interface unfortunately. Too many icons and not enough labels.

There are no desktop notifications in the client! So bizarre, for something as important as time sensitive support requests...

Recommendations to others considering the product

Watch a webinar probably. I still think Zendesk is the best choice out there but there is room for a lot of improvements for sure. Good thing is that they seem to be aware of this and are working to improve Zendesk all the time.

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

We solved the classic dilemma of a growing company that had support requests going to multiple people and they would have to coordinate via chat or email who would respond to what. Looking at our first months average tickets and we are almost at 1000 split between 2 people. Now with the little eye icon we can see when someone is working on a ticket and leaving notes is nice too as it stays with the support request and not in an email somewhere.

Before it took quite a bit of communication to what was done and what wasn't done so it made it harder for 2 people to handle support. It was almost more efficient for one person to do it. Now the two of us can go hard on support and I believe our time to finish support requests has dramatically decreased.

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G2 Crowd User: Miles B.
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Premium Price for Rock Solid Option

What do you like best?

Reliability. I've been a Zendesk agent our helpdesk since 2010 and I was the head administrator of our instance from 2012 until 2014. The system has worked without failure or significant downtime. I'm a huge fan of the multiple channels available and the sidebar widget we added to our marketing sites. Triggers and Automation have taken our support team to new levels of responsiveness and accountability.

What do you dislike?

Spam control for the internal filters has been lackluster. The Salesforce integration for SFDC Professional edition was hacky and ultimately unsatisfying. The ability to do markdown in agent replies is nice but I'm not sure why a wysiwyg editor isn't available. Basic reports could use some improvement. I know there is gooddata reporting available in premium, but we have 15 agents paying thousands of dollars per year, you think we could do better than a csv export.

Recommendations to others considering the product

Do a full cost analysis. Considering the Zendesk may replace some social listening tools, support agent telephone and live chat support, it may not be as expensive it seems.

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

Before Zendesk, we used homegrown systems and CMS extensions/plugins that left all support agents to receive notifications on every request. Now, we segment incoming support request traffic by product and service, thereby gaining efficiency by sparing the attention of unrelated agents.

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G2 Crowd User: Jake B.
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Very solid helpdesk product

What do you like best?

The core product (processing of support tickets) works well, even on large (>100 instances). The reliability is also very good, with very little downtime. The triggers and automations are capable and can be combined to create a sophisticated ticket routing system.

Zendesk provides a powerful API which lets you hook into almost any part of the core product. This allows writing custom form apps that feed data into Zendesk, or scripts that carry out bulk operations. For my programming language of choice, ruby, Zendesk has an open-source wrapper for the API, which is well supported and available on GitHub.

What do you dislike?

Zendesk gets very expensive for what you get if you have a large installation with many seats. It's currently not possible to self-host Zendesk as an appliance.

The new agent UI feels quite slow due to being very JavaScript-heavy. The out-of-the-box reporting functionality is very limited, but to get more than just the basics, you are likely to need to switch to GoodData. Zendesk is good for passing tickets within an organisation, not great if many tickets need to be forwarded out of the organisation to third parties.

In my experience, Zendesk's 1st and 2nd line customer service can be very cheery but clueless (and in some cases incredibly unhelpful) when faced with advanced problems or complicated queries. In some cases, we've had trouble escalating the query to 3rd line and had to contact our account rep to expedite the issues.

Recommendations to others considering the product

Zendesk is a good product for small and medium teams. It definitely scales for large and complex teams but it may be worth shopping around for more cost-effective services.

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

We are using Zendesk as a customer support management tool. The benefits that we have realised are being able to service our end users efficiently and in a timely manner, without having to spend a large amount of up-front effort building and running our own helpdesk.

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G2 Crowd User: Ryan P.
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Fantastic service from the software and their staff.

What do you like best?

They always seem to be adding new features or making improvements to current ones. They are also easy to work with from a UI and human side.

I like how I can take bulk actions on tickets.

I like how I'm able to have a master ticket and incidents under it

What do you dislike?

It's a little complex with the triggers. This is a happy problem though. There is a lot you can do but can take some time to set it up. This isn't even really a dislike.

Not sure if Good Data is native or not, but would like to see more ticket based data easier to access and sort through. The user experience in Good Data is not the easiest.

Recommendations to others considering the product

Zendesk is really a great solution for support for our team.

Decent integration with JIRA

Can give decent privileges to others in the company to 'view' tickets

Great support

Easy to use

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

One key thing our company was trying to do is cut down on the one to one responses. We've been able to build up a very new and solid support/community system of knowledge base articles & user guides.

It's allowed us to be better at getting our community members an answer to their question without having to wait to get a reply from us.

We've been able to reduce man hours of ticket answering because of switching to Zendesk.

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G2 Crowd User: Sanket P.
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Go with the best!

What do you like best?

Easy customizations for ticket handling using macros, custom fields.

Ability to create forums.

Macros that allow you to define your business flow.

Monthly report sent for comparison across the industry.

Support was quick and helpful during the setup.

Our customers asked for few customizations - which was happily accommodated by Zendesk.

What do you dislike?

Posts/Communications about their major releases, support response time is poor. Can take up to 2-4 days for a proper response. After that too, it keeps getting routed to different levels.

Being a customer service software, some basic features like exporting the Rating comments via CSV is missing.

FRT time calculation is not provided on their Regular plan. This being the basic feature should be available across all plans.

Recommendations to others considering the product

Zendesk has good customizations to make it suit your business model. The feature roadmap is also what their users frequently ask for!

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

Our main concern was with growing customers, every user wanted their own account to contact our support. Especially since we have a web-based application and every user has their own login. With our earlier tool, we had one support account per customer.

We needed a tool to easily automate routine activities like set out-of-office reminders, etc...

We needed a forum to involve users and build a user community.

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