August 28, 2018
Zendesk is our hub for knowing our customers and being customer driven in our business
Likelihood to Renew
10
TrustRadius
Zendesk is a cloud-based software solution that offers help desk ticketing, issue tracking, and customer service support. It integrates with dozens of content management systems, customer relationship management tools, and web apps. Features include hosted support email-ticket integration, online forums, RSS and widgets.
Pricing starts at $1 per agent, monthly, featuring email ticketing and a knowledge base. The $25 Regular edition includes communities and surveys, and a custom domain. The recommended $59 per agent, per month Plus edition includes time tracking, custom reporting and dashboards, and an additional internal knowledge base; this edition's features represent the free trial configuration. Beyond this, the $125 Enterprise and $195 Enterprise Elite (per agent, per month) feature support and training, multibrand support, and other perks.
Zendesk, Inc in San Francisco was bootstrapped from its founding in 2007 to June, 2008, when it received its first round of funding. In May 2014 Zendesk went public. The company now employs over 800 people and supports over 51,000 customer accounts.https://media.trustradius.com/product-logos/uP/79/M1ENTDBQMJ5X.PNGZendeskZendesk is our hub for knowing our customers and being customer driven in our business2018-08-28T21:38:25.459ZWe use Zendesk to manage our inbound technical support, account support, technical services and requests from our contact page for communicating with users. We gather how to, bug reports and improvement requests from our users and are able to solve issues and track requests through a variety of systems we have integrated with. It is the central hub of how we interact with our customers when they reach out. In addition to traditional ticketing, we use to to tag users for early visibility testing in various areas of our product as well as a portal to our entire company to view and see tickets related to issues we may be solving in other areas of our business. Management, Development, Customer Success, Sales, Marketing, Quality Assurance, and even with our trusted partners, Zendesk is how we measure and organize all of our communications from our free, paid and educational users.,Integration is amazing due to the number of partner add ins they offer with pre-built integrations to common tools like, JIRA, Slack, Salesforce, Hubspot, ChurnZero.
Extensibility into so many other areas of our business. Allowing us to build targets to accept triggered responses in a number of data formats from custom recipes allows us to make Zendesk update and notify other systems on demand in realtime avoiding costly polling automation scripts.
API and App frameworks are also very well implemented and provide a framework to build custom applications to call our Zendesk account to perform automation and updates as well as build specific tools right inside the product while our agents are working. This can be very helpful since they have a marketplace that allows many other services to also integrate here.,They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.,10,Zendesk allows us to manage a large influx of customer created tickets, auto generated tickets, customer success and technical service tickets with a very small core group of support agents. (able to ramp our tools instead of our headcount)
In our case 40% of our support can be solved in one transaction with the user because we have been able to integrate a number of tools to allow the user to submit screenshots and markup with detailed descriptions, extract their local system data and be able to send them on their way with a solution fast. (Quality submissions reduce the number of back and forth with the customer)
Zendesk is one of the special ingredients to our very high rated support response time. (Fast through put),,CloudApp, JIRA Software, Slack, FreshBooks, Gusto,100,1,Responding to feedback from users (ticket handling)
Integration into our bug tracking software to keep both the user and our development team on issues that are pending. This also allows us to close ticket once we push updates that address these issue on our service. Closing the loop from submission to closure is key.
Integration into other systems we already use like JIRA, Salesforce and other utilities like Slack and CloudApp.
Extensibility with Add on apps and the Apps Framework for adding in and building custom tools inside of Zendesk, mostly for agents.
API for automating Zendesk.,Custom integration built on top of their current JIRA integration allows us to keep both Zendesk and JIRA up to date and know how many customer tickets are attached to a JIRA issue. This continuous sync allows us to close the loop with users when bits are live on our service.
Our forum is also integrated into Zendesk so we can pull tickets from our forum into Zendesk and provide technical assistance when we need to take something off line.
Integration of our public voting site, which allows us to track users that are voting for improvements without having to submit tickets on their own.,It could expand to other groups as we grown to manage their business segment of tickets.
Having the API there is always new things we do to automate either ticket creation, update or communication to our users that are started from other tools in our organization
The sky is the limit.,10Lou GalloZenDesk - A Great Tool for the IT Director to Stay on Top of Client Support2015-09-21T20:55:10.434ZWe use Zendesk as our internal IT help desk application to support over 1,000 employees and to support users of our public facing website. Zendesk has significantly improved our communications as an IT team. Specifically, it streamlines the escalation of issues, hand offs to other staff for resolution, and more importantly...it provides me as the IT Director a view into the issues that are trending within our organization.,Integration with third party applications - We love that ZenDesk integrates with so many other tools we use as an IT Support Team. This helps us readily access everything we need from one vantage point.
Workflow. IT help desk lives and dies by how well you can manage the workflow of issues. Both the desktop app and mobile app are extremely easy to use....allowing our staff to access and respond to issues efficiently. ZenDesk also allows us to capture 'internal' comments between our staff without exposing those to the end-user. We love keeping all of our notes together in one place.
Automation - ZenDesk has some incredible tools to automate workflow. Both their automations and triggers help us to route and escalate certain types of issues based on the contents of the emails coming in from end users.,ZenDesk does offer a knowledge base tool, but it is very limited. It would be great if you could lock down the knowledge base site based on incoming IP address so it could be used as an internal knowledge base without requiring your staff to login. It would also be great if ZenDesk had lower cost user license just for the knowledge base so it could be used for other purposes beyond the ticketing system.
At the 'Regular' account level, some reports are available, but they are awkward and very limited.
It's a little pricey.,9,Increased resolution time.
Increased capacity has helped us defer hiring more support technicians to handle the volume. We are handling 620+ tickets a month with only 3 employees.
Increased visibility for me as the IT Director. I much more equipped to monitor issues that arise and jump in where needed.,TSC2, Kace, JitBit Help Desk and Spiceworks,13,,IT Desktop Support
Project Support
IT Change Management,We use tickets to assign tasks so capture specific IT processes, information, reports, etc that are required by our auditors each year. So when the time comes for our annual audit, I search on the appropriate tags to get the information I need.,Well....believe it or now, I have actually seen how ZenDesk may be leveraged as a tool to handle requests for our church members for prayer, hospitial visits, or death notifications. These are all life situations that require a response from our church and often involve the communications of multiple members of our staff. Some of the language (like ticket) is impersonal; the functionality does overlap quite a bit.,10David DrinnonZendesk excels as internal helpdesk2013-06-11T21:24:40.033ZA full feature set and the right automation and integration features, enough to support support staff so that the system is used to capture everything. This is a key difference: a product that gains a positive feedback loop versus one that slowly fades out of proper usage.
Automation and customization settings and user interface.
Mobile app.
Email integration - the feature to forward an email into Zendesk and have it pick up the requestor from the FWD is a key enabling feature when used as an internal helpdesk.
A broad set of integrations.
Reporting and tracking of metrics.,The agent user interface is good, but still needs work: there are two versions of the UI - the older version is fairly static and has too many clicks often to get common tasks done. The new interface has "tabs" inside the interface instead of taking advantage of browser tabs, and the back button cannot be used in many situations.
The knowledge base is good, but not great: the interface is a bit clunky, more so than the other areas of the interface. Also, when using it for an internal helpdesk on a Plus account only "agent" accounts can edit articles, so internal users cannot collaborate well on knowledge-base articles.,9,We reduced support requests by 30% in less than 2 years through proactive maintenance, 100% use of Zendesk to capture information, and filling our knowledge base with high quality articles using the Screensteps integration.
Our support staff are more productive and rate their job as better and less stressful.
In combination with a full plan for support, customers rated our support as some of the best they have experienced.,8,10,Implemented in-house,9Will ScarbroughZendesk is ok2014-11-05T16:41:57.151ZWe transferred from a highly customized front end ticketing system based on dynamics CRM 2007 to Zendesk this year. This is used by our support department /R&D/Sales to support our customers. IT allows us to service our customers and support them in the way that was needed.,Customer contacts: can import from Salesforce
Mobile app: excellent and easy to use
UI: easy and intuitive to use,Salesforce side of the app causes issues and we need to turn it off to deploy
No easy import function: I.E no csv import, you must use the api to import and the APi only accepts one import per call.
Due to the complication in rendering our old cases into JSON and then looping through each case individually what should have taken a few hours took 2 months,
Need to use api's for anything fancy,8,Better customer service
Better support efficiency
Better overview on support,Microsoft Dynamics CRM,40,1,Customer support
Case escalation
Ticket management,8,Change management was a big part of the implementation and was well-handled,9,7,9Jonathan Justin LewisBest Online Ticketing System!2013-08-15T22:33:10.031ZCustomers can easily sign up and open a ticket with our helpdesk.
Reading, editing, updating tickets is super easy online and on phone client.,Reporting features are a bit (just a little) limited. It would be nice to create Salesforce-style reporting where we could pick and choose more fields, criteria, etc.,10,Time and money! One place to go and see open tickets/issues and one place to send customers to get help.,Online ticketing system on which our customers can sign-up, log a ticket and get FAQs and other docs.,10,,Implemented in-house,10,Online training
Self-taught,9,It's worth it to take at least 10min to watch a couple of quick start guides.,9,No,10Douglas MauroGreat, easy to implement and use support platform.2013-09-18T23:07:42.657ZIt is used by our technical support team at Points of Light Digital to support our HandsOn Connect Volunteer Management solution, an app built on the Salesforce platform.,Very flexible system for managing support tickets to be handled by agents in different queues or different specialties.
Gives a very easy and polished user experience.
Tech support for enterprise customers has been very good and responsive.,Some of our earlier concerns have been addressed by recent upgrades to Zendesk. They continually improve their system.
The ability to unsubscribe former users to forums isn't obvious or easy, and that results in a lot of bouncebacks that result in suspended tickets. We'd like to see a feature where 'x' number of bouncebacks automatically unsubscribes users.
We'd like to see the ability to fully customize the default agent user dashboard.,9,Able to process and handle a large number of support requests efficiently and without losing information.
We have a 99% satisfaction rating from our customers on our level of support.
We are able to track metrics and performance easily with zendesk reporting features.,Desk.com,Used to support a large client base using our salesforce-based volunteer management application "HandsOn Connect",9,No,Product Features
Product Usability,The cost of Zendesk has risen significantly since we first signed on. If I was looking for a new support solution, I might have to reevaluate the cost of the investment versus less refined, but more affordable solutions like desk.com,Implemented in-house,9,Self-taught,Yes. Most of it is intuitive - and there are online training resources and help to assist with more complex matters.,9,No,9Larry DeckelZendesk review2014-03-31T20:24:03.432ZZendesk cuts down on time spent responding to customers through the use of automatic replies and macros.
Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead.
Allows for creation of a customer service portal that is customizable.
Ticket creation gives customers peace of mind that their request is being addressed.
Metrics allow management to identify areas where customer service efforts can be improved.,I honestly have no complaints about Zendesk.,10,We are increasing customer satisfaction and retaining more customers. Prior to using Zendesk, we had no way to measure customer satisfaction but we knew that our customers were extremely unhappy.
We have increased our response times, which makes the customer happy.
We have satisfaction surveys with true measurable metrics.,,90,We use Zendesk to manage our inbound customer service inquiries. We have 80 markets and a national market. Often times, due to user error, tickets are sent to the wrong market. With Zendesk, we can quickly assign the ticket to the right market or simply handle it with a Macro.,10,,Vendor implemented,10,Online training,10,10,No,10,10,10,8Jonathan HatchZendesk: The right way to do Help Desk Support2013-09-26T22:15:55.640ZZendesk provides an easy, web-based solution that can be accessed from anywhere we have a connection. Having a published app that can be used with iPhone's, iPad's and even Kindles helps all of our agents attend to our clients quickly.
Compared to our previous Help Desk Support resource tool, Zendesk far outshines in all areas including security, forums, customized client facing web pages, and much, much more.,Zendesk is easy to setup, easy to use, and is highly customizable for our business needs. The agent or administrator functionality is intuitive and helps us streamline our support process.,10,Zendesk has allowed us to streamline our business by providing a solution that gives our support agents a "no learning curve" product. This has saved us time and money when hiring new support agents.
Zendesk allows us to customize our forums and creates a centralized location for internal employees to add valuable details regarding product updates, bugs and release notes.,6,10David FlacksZendesk - good value, lots of features2013-11-04T22:18:11.998ZZendesk offers a lot of functionality -- self-service site, post-case surveys, chat, voice services, advanced reporting -- all in one package.
The amount of services available for the cost is extremely reasonable.
It's very easy to use -- you can set up some sophisticated automation very easily.
They also offer additional educational services -- webinars, user groups, training -- to help better educate myself and my team.,Their own support has been hit or miss for me. I received advice which subsequently took down our self-service site for two days. They acknowledged it was bad advice on their end, but we looked somewhat ridiculous. We use their voices services, and had intermittent issues over the last 6 months. They have been addressing them, but it has caused my team some frustration and has taken a long time to resolve.
They recently rolled out a new self-service portal which is really beautiful and awesome. It does not allow reporting though, which is disappointing since the previous version had really wonderful reporting capabilities. The reporting is supposed to return in a future release, but not knowing that we would lose a really valuble feature before we upgraded was disappointing.,10,My team is able to resolve support cases 75% of the time on the first attempt. That's huge. With the macros and self-service site finding features my team is able to run faster. We added fields to capture case reason and approximate time to resolve (after attending a Zendesk training session that they provided and suggested this) and can now see what tickets are taking up time or frequent reasons in order to eliminate these call drivers.
My team has a 4 business hour SLA for first response and hits it 99% of the time. Much of this is due to the efficiency we have with Zendesk -- the voice tickets are created when someone calls in and the recording attached to the ticket, client pending tickets automatically remind clients to update and close out automatically, cases marked as resolved are automatically closed, frequent responses are easy accessible by my team, etc.
My current team runs at 1/5 of the cost of my previous job, with a better service level -- none of which would have been attainable with my previous support case system.,10,10,Implemented in-houseCynthia Balusek, PMP ®ZenDesk, definitely a good option2013-11-01T14:51:39.546ZThe system is very friendly and flexible.
We used it for customer service and ticket management.,It isn't a ticketing system, so it isn't as robust as it could be in that respect. If you have a small team and a lot of email, it is definitely a great option.,9,I would say our team was able to answer literally twice as many emails using Zendesk.,9,Implemented in-houseDave GoffEric's Zendesk Review2013-10-17T16:00:33.002ZIt's easy to use.
Triggers / Automations.
Message the techs and clients.
Performance metrics.,It doesn't do asset tracking.
Business hours are inflexible
The SLA breach views on the left side consume too much real estate.,10,99% customer satisfaction... There is no $ value to that, but at least we know the business is satisfied with the level of service they are receiving.
Increased productivity because support providers don't have to sort through messages anymore.,10,1000,1,IT helpdesk.
Inventory.
Facilities.,,Implemented in-house,10,Self-taught,Yes, this is why I decided to go with this product. Ease of use and administration is key.,8,10,10,9,I would like to merge it with SharePoint once I have that system online.,$49 per agent per month on the plus plan.Eric JohnsonZendesk for your Help Desk2013-09-30T22:52:47.898ZDocuments Support Tickets, provides user with a knowledge base, and empowers them with the ability to track their requests.
Users are able to search the in-house database for possible resolution to their issue enabling them to potentially resolve issues on their own.,User management is a big ding for this product. There is no way to bulk delete accounts and for an educational institution with graduating classes, this would be particularly helpful.,10,In reviewing the statistics, we are able to see a steady drop in tickets and a rise in the usage of the knowledge base. The savings are in support time, as well as creating a way to track field time for staff.,,10,2000,3,Helpdesk.
Knowlegebase.,,Vendor implemented
Implemented in-house,9,Online training,8,No,7,9,10,9,SSOEasy
SaManage,Requesting Educational pricing got us a discount.Joe LondonZendesk for a small international organization2013-10-29T23:42:28.036ZWe use zendesk for outside International support as well as the internal assistance for our developers.
We have clientele all over the world, who are able to have their cases submitted and reviewed quickly. Stock answers are put on macros and the assignment functionality amongst the other members of the teams helps.,Tracks ongoing issues.
Monitors responses from customers.
Ability to use Macros for similar cases.
Provides feedback from past cases and the satisfaction rates,Mobile application.
Linking emails from Outlook to Zendesk.
Editing previously posted comments after submitting.,9,Fewer Cases.
Greater response time.
Cases close quicker.,9,5,2,Answering customers clients via the knowledgebase
Having repeat questions captured, for quicker response times
Incorporating MACROSPaul RitmoZendesk has certainly brought Zen to our Department2014-02-03T18:31:22.292ZI personally use Zendesk for my department for technical applications support. It allows us to track the numbers of issues we receive, the categories for the types of issues, and the users that most frequently request support. Zendesk ensures we provide a resolution to support requests, and gives me reports to track average response time.
I have suggested Zendesk to other groups in the organization and know they make use of lesser subscriptions as they are smaller teams.,Zendesk is extremely simple, but also highly configurable. I like that I could use my own email domain, that I could easily set up automatic processes for what email is sent based on specific criteria. I had complete control over the look, feel, and text of the email.
I love the mobile apps Zendesk makes available. It's great to be able to review my, or my team's, tickets from my iPhone or iPad while traveling. I can review and comment on any ticket just as I would on the desktop.
I really like how easy it is to work with tickets. The new interface lines up our tickets in order of importance and makes it easy to comment on a ticket, set its status, and move on to the next one.,I was disappointed they removed some of their SSO functionality. It's still there, but you must use SAML. So we can no longer provide SSO functionality to our users. We had to go email support only.
When you CC someone on a ticket, it will include everyone on every response on the ticket. I wish there was some way to CC someone for their information, but ensure all of their responses were private. We've had numerous incidents where we CC'd someone outside our team that wasn't as familiar with how Zendesk works, and they responded in a manner that we would not have lined our end-user to have seen, and it was copied directly to that end user. Replying by email has no option to make it private.,9,Zendesk has definitely had a positive impact on the customer service level we can provide. Before Zendesk there were complaints from our customers that they weren't getting answers to their questions. Sometimes we even had the email where we answered it, but we had no way to prove it. Now we hear great things about how quickly we can respond and how nice the responses are.
Zendesk has definitely made my team more efficient. Prior to Zendesk we used a shared mailbox, and constantly the group were stepping on each other's responses. We had no good way to know if a ticket was already responded to, or being responded to. Zendesk shows that someone is looking at a ticket, and links their response.,BMC FootPrints,10Reagan JohnsonZendesk saved my team2013-09-22T17:33:32.270ZEasy to get started, sign up and get your customers onboard within days.
Smart features, only the features needed to perform the job at hand. No padding of features.
Plays well with others, amazing API options that should allow integrations with any modern tools.
Great UI, looks great for the team and the customers. Easy to customize the external side to comply with style guidelines. Separate UI customizations for internal to meet usability needs.
Amazing team at Zendesk, always thinking ahead and adding great features.
Keeps other tools out of your department by offering high transparency. No need to double your work by cloning data into another compliance tool.
ITIL inspired design provides security and compliance that will make your Ops team happy.
Consumes few internal resources, our operations team was thrilled to just verify tool security and never touch Zendesk again.
So many good things I can't list them all.,It's designed for one job, customer care. It's so amazing it's tempting to try to fit it into other roles. It won't do it well. Just let it solve that one problem for your company and integrate it with the other less awesome tools as needed.
The forums are only so-so as far as forums go. We did not mind but it could be a pinch point for acceptance.
The built in reports are not super. But the export and API integrations are, and external reporting is a breeze. Still, the built in is only ok.
Some folks can not adjust to the tag based rule logic for the workflows. If it makes sense to you you can automate it very well. If not you may get in a tangled mess.
It's not great for bureaucratic teams that want dozens of fields in a ticket. However I would say this is a bad business practice. Make any excuse you want but the essence of efficiency is inspired simplicity. If you enjoy tax forms stay away from Zendesk.
Per seat cost is high at the Enterprise level. The service level prices ramp exponentially and it can cause sticker shock.,Providing documented resolution of client issues and the remedies without slowing down the team.
Providing self help resources to empower customers.
Low overhead for a COGS department is essential and this was achieved.
Professional web front for clients to enhance buyer confidence.
Mobile access to tools to enable remote work any time.
Secure communication with clients.
Proof of customer satisfaction and documentation of SLA compliance.,10,10Forest BasfordZendesk is what SaaS is all about2013-09-18T16:33:09.407ZWe use Zendesk for internal support needs, IT, HR, Facilities, Admin, etc. I greatly appreciate that our users can interact with the support team exclusively though email, yet the support agents have a full-fledged ticket management tool. No need for the users to load a web page to submit a ticket.
Zendesk makes it easy to create macros and triggers to automate business practices. We autoclose tickets that go too long without an update, the assumption being it's no longer relevant. This eliminates the need for agents to manually cull their queues.
The multiple agent roles, especially in the Enterprise edition, allow us to give each business role the access they need without too much access. The Light Agent role in particular is excellent, as it allows our execs to see and respond to tickets without putting the direct support burden on them, and it's free.,If you want users to interact directly with the Zendesk UI, I think the customization tools for that are somewhat rudimentary. The customized look isn't ugly, but it's not beautiful or a joy to configure, either.
The triggers and macros in Zendesk still don't understand the difference between business hours and calendar hours. Their metrics plug-in, GoodData, does differentiate, but I can't make rules that say "do this after 4 business hours have passed", only "do this after 4 hours have passed", so weekend and evening tickets skew the system.,Hosted software means no access issues for agents or users, regardless of where they are. Also no maintenance costs beyond the predictable subscription fees.
The flexible process configuration (macros and triggers, primarily) means that we don't need manual processes to enforce our SLAs, the tool does that for us. This results in happier agents, happier users, and less confusion overall.,10,9Sean BeckettA quick word from Teavana on Zendesk2013-10-10T14:19:49.958ZIntegration with several platforms, including live chat. We're currently implementing live chat, and are all excited to have that launch next year.
Reporting is another strength of this system. With it, you can monitor current activity, as well as annual metrics. This helped me to staff for the holidays, and we're already seeing a huge improvement in decreased backlog compared to last year.
The speed at which you can address customer inquiries allows you to increase quantity of customers reached, without sacrificing quality of customer service.,Exporting files is limited as to what you want the report to look like. For example, if you want to export an xls that contains customer info, ticket number, and rating... you can. However, you will not be able to see the initial email the customer wrote. There have been several times when we needed this, but the only choice is a HUGE xml file that is so large that excel can't open it.,With Zendesk, we've been able to find a way to implement live chat. This alone, with the number of agents we have on the account, is saving us $34,320/yr by dropping another software that was used separately for live chat.,9,10,To address customer inquiries, problems, and escalations.
Observe why customers are contacting us by using tags as a mandatory field to update when addressing a ticket.
Agent performance analytics.,,Don't know,10,Self-taught,It was simple to learn. There are many web pages you can visit for tutorials, how to's, walk throughs, etc. if you're a little stumped. But if you can write an email, you can use this system.,9Shane SworZendesk: Quick, easy, and customer-pleasing2013-10-07T22:12:13.929ZGreat UX: pretty, approachable, easy, mobile-friendly.
Essential functionality: forums, knowledge articles, support requests.
Social is built-in: profiles with names and photos, easy subscriptions, social media links, voting.
Easy to add videos, for self-serve training.,Hard to incorporate externally-produced documentation, for browsing and search.,Zero barrier to entry: Nothing to support/install, and can do a proof-of-concept implementation for nearly no cost.
Participation rates are strong and increasing.
Speed of organizational response is within hours and even minutes.,9,9Mary ConnorAn Easy Choice2013-10-07T21:30:58.744ZWe needed software to start tracking the different types of customer service issues we receive on a monthly basis in order to start working on solutions to reduce larger categories. We wanted the product to organize customer service tickets and track the performance of those tickets and Zendesk does this very well.,Some advanced Zendesk settings are hard to find or hard to understand.,Before we started using Zendesk, the customer service team guessed that they were responding to customers, on average, within 2 to 3 business days. After the first month of Zendesk, I realized they were averaging 10 days! Priority items were being responded to fairly quickly, but the team was letting some items hang out there for quite a while. Two years later we are operating at less than 24 hour response and we receive approximately 1,000 tickets each month. Our customers are pleased.,10,8Jason ManuelZendesk from the bottom up.2013-10-05T22:23:38.250ZThe product's API is really responsive and pretty robust in it's endpoint offerings.
The ability to work in multiple views/lanes for our team is paramount.
Automations are heavily used.,It is quite slow in the new interface.
There are bugs with the new interface.
There is some feature regression with the new interface.
Sometimes the alert that another user is viewing the ticket breaks.,Our SLA agreements are spot on and easily tracked with Zendesk.,7,7,141,150,We use the API to integrate our core app with Zendesk so that tickets are created automatically when we see actionable conditions in our app.
We have subject teams that have their own views and lanes for support.
We use the API to report on performance and other action items.,,,Implemented in-house,8,Online training
In-person training
Self-taught,10,7,I do ask my agents to learn the product organically and find their own workflow. I do expect them to ask questions when they hit roadblocks so that I have the opportunity to train them.,However, in the new UI, DOM elements are off the table and this is a feature regression.,Yes,8,7,9,2,New Relic's core app.,Salesforce in a more robust format than their official app.,Adam McCurdyZendesk. Simple, Smooth, and Powerful2013-10-02T20:38:02.476ZOrganization: it helps to keep everything where you need it, as you need it. With different views for you, your group, your organization etc.
Customization: Zendesk is fully flexible for anything you need to to do. You can create trigger (action based) or automations (time based) to act on almost anything you need done.
Support: Zendesk's Support team is phenomenal, you have forums that they actually talk on, you have a direct chat line which they actually reply on, and you have a PERSON! you can call who knows their product, and if they cannot fix it they get someone who can. Yes i have even had a developer get on the phone with me to fix and issue with MY CODE for Zendesk.
Ease of Use, I have taught Zendesk to them all, from the smartest people to the not so smart people, and it's easy for them to grasp and more than that... It is easy for them to RETAIN!
It comes with full integration with multiple tools from multiple departments such as Jira, SalesForce, Pivotal Tracker, etc... Apps for time tracking, project management, reporting, etc.. And if it doesn't integrate with your software you can built your own integration tools.
I'll stop with this last point, but the most important point. Zendesk is extremely customer friendly. Each user can get their own account, in which they can view ALL their open, pending, closed, and even tickets they're CC'd on. It does not stop there. If they are a frequent customer you can set it up so that a manager can view all of the tickets for his entire organization. It comes with a forum, a knowledge-base for internal and External use and more.,The only issue I have with Zendesk is they do not always give you a set date for the release of new features.,Zendesk will optimize your HelpDesk, Support team, or any team really to get organized, stick to what they are doing, stay focused and make it all smoother and easier for them in the process.,10,10,4,1,Disorganization.
Loss of work.
Time Tracking.
Project Tracking.
The break or loss of communication between multiple departments.,,,Implemented in-house,10,Self-taught,This product is stupid easy to learn, and there are ample quantities of click by click documentation and explanations of everything on their site. As well, if you ever run into any issues, their support team has always been top notch.,Zendesk DOES NOT require any custom code to work. The only custom code you need is if you are really wanting to personalize your public or agent site. As well as if you do want to use custom code, it is simple to find on the internet, or you can write it yourself with HTML or JavaScript.,No,10,10,10,10,SalesForce.
Phabricator.
Jira.,QuickBooks, for time tracking.,,They do have a price scale, but they will work with you and your business as much as they can.Colby WoodZendesk is an amazing tool for customer service but SalesForce is tough2013-09-22T20:04:04.055ZThe UI is brilliant and very easy to use. There is not a steep learning curve in adopting this product.
Workflow management is extremely easy as well.
One standout feature is the filtering and the ability to auto-respond with smart information.,Salesforce integration was the one thing we really needed and this was something we struggled to get working correctly. Ultimately, for our needs, it was the reason we moved away from Zendesk as well.,Customer response times are quickerd
Our knowledge base and canned responses cut down on time spent on each message or customer request. It makes your CSA's more efficient.,1,8,It's used solely for customer service management and some light internal task queueing,,,Implemented in-house,8,Self-taught,Zendesk is incredibly easy to use and learn. From an administration standpoint, it's also really easy to administer and hand off that administration to people that are less IT tech savvy. This is really one of Zendesk's strengths above other competitors.,6Rob ShermanZendesk Review2013-09-22T19:49:27.823ZZendesk gives it's users the ability to communicate easily through numerous support channels (Facebook, Email, Twitter, etc) all in one central place.
Zendesk reporting makes it easy to track analytics data with their Good Data integration.
The Zendesk iPad app makes it easy for me to provide support to our users from almost anywhere,New features that are released seem to be buggy or just incomplete, with no way to tell when they will be finished.,Faster response times lead to happier customers.
The new Help Center gives end-users an easy way to find answers without contacting a support person, giving me more time to focus on those who do write in.,10,9,1,0,With the combination of easy communication from end-users and self-service (help center) I have cut our response time to <24hrs, and first reply time to <5hrs.,Don't know,9,Self-taught,Yes, it's very easy to learn. If you need help, there is GREAT documentation for just about anything through their support forums, or you can simply send an email asking for help.,We wanted the Zendesk to match our brand, luckily their new Help Center makes this WAY EASY to do.,10,9,10,9James WeatherlyZendesk is more than a support platform - it's a path to customer support success.2013-05-20T23:41:47.002ZZendesk provides the ultimate platform for providing your users with the channels they need to contact you for any reason - support, feature requests, product questions, and more. With Facebook and Twitter integration, email and web based implementations, and now even mobile capabilities, our users can contact us from anywhere.,If I had one complaint about Zendesk, it would be the setup process. Technically, setting up your support portal is easy. Business process wise, there are a lot of questions and for new users who may not have done support in the past find this process to be rather intense.,This one is easy. I don't spend all day long doing support. I have software development to do all day, I can't spend all of my time answering support tickets. Having fast ticket resolution keeps me on track.,10,10,3,2,User Communication - Provide multiple avenues for users to interact with our product for reasons of support, feature requests, and general questions.,,,Vendor implemented
Implemented in-house,10,Online training
Self-taught,8,By using customizations, we are able to make our support portal feel like a native portion of our product and keep our users in our own ecosystem.,No,10,8,10,10,Chase SheafferNo business can succeed without good customer service, Zendesk is your partner to make it happen2013-11-26T15:07:45.365ZIt makes handling customer feedback fun(ner).
Tools to increase your productivity.
Excellent dashboard to measure your customer service's performance.,Pricing can be steep if you have a large group of users, but still worth it.,Satisfied customers will bring new ones for your business.
Less time used to respond to customers' inquiries.
Better internal communication and knowledge transfer.,10,10Michael Sunarlim
Unspecified
Zendesk
498 Ratings
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