Zendesk for Customer Service
Anonymous | TrustRadius Reviewer
September 11, 2013

Zendesk for Customer Service

Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Starter

Overall Satisfaction

  • We did not have a support ticketing system in place before Zendesk; we were simply using email to respond to client issues. As we grew to around 35k users on our platform, we really needed a centralized way to manage support requests. Zendesk makes it easy to assign tickets to various different people on the team and to track the responses centrally. It's very important to be able to monitor who has responded to what and to be able to review the responses.
  • The Zendesk system is very robust which means that it has lots of features and is correspondingly difficult to learn. We use it in a very simple way and doing relatively straightforward things like setting up automated email responses is less intuitive that we would like. Some of the language used to describe the various options is not immediately understandable. Some of this is probably related to the fact that we have not taken the time to really learn the system.
  • The fact that we can now assign tickets and manage the ticketing process centrally has certainly resulted in greater efficiency and means that we can provide markedly faster customer service in less time.
The product has been helpful overall - primarily in streamlining the ticketing process. It is relatively inexpensive and does what we need it to do.