Great, easy to implement and use support platform.
Updated March 12, 2015

Great, easy to implement and use support platform.

Larry Deckel | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk

It 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.
  • 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.
Did not find other viable candidates that were as quick to implement and deploy as Zendesk. Salesforce has all the same power, but requires you to build out your support system.

We are now considering a migration to as it provides greater integration with Salesforce, and is simpler than setting up a case management system natively in Salesforce.

Personally however, I prefer the ease of use of Zendesk to
I think Zendesk is the best support platform for an organization that has a lot of customers and a need to be able to analyze and track their support requests and agent performance.

Using Zendesk

  • Used to support a large client base using our salesforce-based volunteer management application "HandsOn Connect"
Very happy with the overall functionality and it meets our needs well.

Evaluating Zendesk and Competitors

No - Wanted an easier to implement, easier to use experience for customers.
  • Product Features
  • Product Usability
The ease of use of deploying zendesk was the reason we initially selected it for our support platform.
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

Zendesk Implementation

We still are using the 'classic' version of Zendesk - and haven't fully migrated to the 'new' Zendesk ticket management system. This is in part because we make heavy use of the forums which aren't as well supported in the new interface.

Zendesk Training

Yes. Most of it is intuitive - and there are online training resources and help to assist with more complex matters.

Configuring Zendesk

I think Zendesk has a nice balance of configurability. For a person skilled with .css and code there is a lot of flexibility in building the front end of the site.

On the admin side, one can easily create custom views and setup layouts of tools and extensions to the agent interface.

There are still some limits however. The automatic dashboard that is displayed to agents cannot be configured away from its default layout at the present time. So if you don't want to use the native dashboard, you will have to tell your agents to ignore it and use a custom view instead. You cannot set a custom view to be the default dashboard that shows up when you log into the agent interface.

Zendesk Support

Very responsive to open support tickets and issues. Phone support as well.
No - Premium support comes included with the enterprise edition - but I've found all levels of support to be helpful.