Zendesk review
Updated March 10, 2015

Zendesk review

Jonathan Hatch | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk

  • Zendesk 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.
  • 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.
UserVoice. We chose Zendesk over Uservoice because we just thought that Zendesk fit in better with our company. It was possibly a little simpler as well.

Using Zendesk

90 - Senior Management - Benchmarking, reporting, etc
Area Managers - Responding to customers, addressing issues.
  • 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.
I am extremely satisfied with this product. I am working on getting it for my newest company. It can help with many issues that they face, especially workflow.

Evaluating Zendesk and Competitors

We were not using anything prior to Zendesk.

Zendesk Training

They were knowledgable and thorough!

Configuring Zendesk

Zendesk Support

Great. I only had to call on them twice and they helped me out very quickly.
No - All support was included with our subscription.

Using Zendesk

It is easy to use. There is nothing complicated. I trained all 80 of my area managers is 1 day and provided updated, tips, and changes regularly.

Zendesk Reliability

We had no delay in implementing the product once our account was setup.
There is always room for improvement, but overall, the product is great.