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 Desk.com 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 Desk.com
We are now considering a migration to Desk.com 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 Desk.com
Using Zendesk
- Used to support a large client base using our salesforce-based volunteer management application "HandsOn Connect"
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 Desk.com
Zendesk Implementation
- Implemented in-house
Zendesk Training
- Self-taught
Yes. Most of it is intuitive - and there are online training resources and help to assist with more complex matters.
Configuring Zendesk
Zendesk Support
No - Premium support comes included with the enterprise edition - but I've found all levels of support to be helpful.