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Zendesk is an amazing tool for customer service but SalesForce is tough
September 22, 2013

Zendesk is an amazing tool for customer service but SalesForce is tough

Rob Sherman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction

  • The UI is brilliant and very easy to use. There is not a steep learning curve in adopting this product.
  • Workflow management is extremely easy as well.
  • One standout feature is the filtering and the ability to auto-respond with smart information.
  • Salesforce integration was the one thing we really needed and this was something we struggled to get working correctly. Ultimately, for our needs, it was the reason we moved away from Zendesk as well.
  • Customer response times are quickerd
  • Our knowledge base and canned responses cut down on time spent on each message or customer request. It makes your CSA's more efficient.
I'm giving this a '1' only because we will not be renewing. We've moved onto Desk.com for better Salesforce integration. It's what our particular needs are. Don't let my '1' however discourage you from trying and buying Zendesk. It's an excellent company and software solution.
If you're looking for an issue management system, Zendesk is for you. Zendesk does have Salesforce integration and maybe it will go better for you. It didn't go well for us and because Salesforce was so vital for us it was the only reason we switched. Otherwise we all loved Zendesk.

Product Usage

  • It's used solely for customer service management and some light internal task queueing

Evaluation and Selection

We didn't have any previous type of package or solution in place.
Zendesk, Desk.com, Jira

Implementation

There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
  • Implemented in-house

Training

  • Self-taught
Zendesk is incredibly easy to use and learn. From an administration standpoint, it's also really easy to administer and hand off that administration to people that are less IT tech savvy. This is really one of Zendesk's strengths above other competitors.

Support

One of my associates spent considerable time trying to get the Salesforce integration to work and had real difficulty. He expressed a lot of frustration with the way the integration was working (or rather not working). I don't believe he ever got someone on the phone to really help him work out the problems for a smooth integration. Since this was new for us, it was easier to just shift gears into a Desk.com implementation.