Best Online Ticketing System!
Updated May 11, 2015

Best Online Ticketing System!

Douglas Mauro | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk

Pros

  • Customers can easily sign up and open a ticket with our helpdesk.
  • Reading, editing, updating tickets is super easy online and on phone client.

Cons

  • 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.
  • Time and money! One place to go and see open tickets/issues and one place to send customers to get help.
Our services are driven by this tool. When we work we *must* have a ticket. This allows us to track ourselves but also show the customer what we've been doing for them.

Using Zendesk

  • Online ticketing system on which our customers can sign-up, log a ticket and get FAQs and other docs.
We have had ZERO issues with this product (minus the small needs around reporting). Customers love it (never a complaint) and our helpdesk learned and uses this with ease.

Evaluating Zendesk and Competitors

Some open source package that we installed on our web server.

Zendesk Implementation

We did this ourselves and were very happy with what we got. I feel as though we're using the software to the full potential and are not leaving anything on the table.
  • Implemented in-house

Zendesk Training

  • Online training
  • Self-taught
Lots of good info, videos and docs on using this software. I like that they easily identify which version the feature is for.
It's worth it to take at least 10min to watch a couple of quick start guides.

Configuring Zendesk

Zendesk Support

We opened a ticket around reporting and got a timely response. Didn't get the answer we wanted but they were very helpful.
No - They don't offer this.

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