Likelihood to Recommend Track-It! is great for a small-to-medium sized enterprise that has a fairly small IT department but needs far more control of tickets than just email and spreadsheets. It scales well enough as IT departments grow, adding techs is simple enough, as is changing the workflow. A large company would probably be better off with a different solution. The lack of easy customization, and the shortcomings it has in workflow templates (which would be a nightmare for project management) means it won't scale up that far.
Read full review Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
Read full review Pros The software is simple to use. There doesn't seem to be a lot of bells and whistles which could be attractive to some users. It includes email notifications where users are able to respond to an email and it updates the ticket. The system gives you the ability to customize your view so that you only need to see that tickets that are relevant to you or your group. Read full review All the customer interactions are in one place, including emails, chats, and phone calls. This makes it easy to see the history of a customer's issue and avoid asking them to repeat themselves. If I get stuck on a ticket, I can easily loop in a teammate for help. We can leave notes for each other right within the ticket, which keeps everything transparent for the customer. We've set up some automatic replies and workflows that save a ton of time. Simple questions can be answered with pre-written responses, and routine tasks can be triggered automatically. Read full review Cons Configuration is convoluted in my opinion. Getting the email to flow how you'd like is difficult. A lot of the configuration option names aren't very clear. It seems they use their own terminology for things I would have never guessed. Support is lacking - asking them for help always results in them directing you to a KB article. Sometimes you just want hand holding. Read full review Adding more training on Report building beyond the basics Add more flexibility to enhance the report look/format, set up as we have with Micosoft Excel Support to Clients is varied- some Zendesk staff are thorough and helpful while others just offer basic responses without resolving the actual issue Read full review Likelihood to Renew Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
Read full review Usability As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like
HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Read full review Reliability and Availability In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review Performance There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review Support Rating We have rarely needed to use Support for BMC Track-It!, but in the times that we did need to use it, they were excellent. The biggest issue is that after not paying for support for about three years, now that we NEED support, it is too expensive for us to receive. This is due to the way their support is billed. So long as you never drop support, then you should be fine.
Read full review Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Read full review Online Training Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review Implementation Rating I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time. The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Read full review Alternatives Considered BMC Track-It! is much more bare bones compared to ServiceNow products, and if your department has the money, ServiceNow is a much better option. Not only is the Knowledge Base much easier to create and publish articles, but the asset management in BMC Track-It! is practically useless. BMC Track-It! is more cost effective, and with a small amount of technicians there's likely no reason to need a bigger solution, but it leaves a lot wanting.
Read full review If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
Read full review Return on Investment The biggest positive impact it had on ROI was that the software itself didn't require any expensive ongoing maintenance contracts since it was installed and managed by our organization. The negative aspect of this is if there was a major problem with the software, then it would require contacting the vendor, at which point it could become expensive for a service call. Read full review Being able to maintain relevant customer information makes for a better customer service experience. I can only think of two specific times that Zendesk Support Suite went down and it was only temporarily. The price point is a little on the high side. Being on the receiving end of the automated responses generated by Zendesk Support Suite can be a little cumbersome. Read full review ScreenShots Zendesk Suite Screenshots