Zendesk from the bottom up.
October 05, 2013

Zendesk from the bottom up.

Adam McCurdy | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction

  • The product's API is really responsive and pretty robust in it's endpoint offerings.
  • The ability to work in multiple views/lanes for our team is paramount.
  • Automations are heavily used.
  • It is quite slow in the new interface.
  • There are bugs with the new interface.
  • There is some feature regression with the new interface.
  • Sometimes the alert that another user is viewing the ticket breaks.
  • Our SLA agreements are spot on and easily tracked with Zendesk.
While Zendesk does some things really well, it falls short in important areas.

Product Usage

141 - All of support, and some sales contacts.
  • We use the API to integrate our core app with Zendesk so that tickets are created automatically when we see actionable conditions in our app.
  • We have subject teams that have their own views and lanes for support.
  • We use the API to report on performance and other action items.

Evaluation and Selection

We had an in-house solution that became a burden to maintain.
We picked Zendesk because of mutual corporate benefits, and it was a familiar SaaS offering.


Zendesk will do a ton of things, but you have to ask "what problem am I actually trying to solve", when looking at all the features.


  • Online training
  • In-person training
  • Self-taught
I do ask my agents to learn the product organically and find their own workflow. I do expect them to ask questions when they hit roadblocks so that I have the opportunity to train them.


However, in the new UI, DOM elements are off the table and this is a feature regression.


Personal account reps are a great plus. However the community support is a bit open ended and not helpful at times.
Yes - We are open minded. If we don't know the answer we will ask for help.


Most of our agents pick it right up. But there is a larger than desired population of our team that has serious problems with the UI.


Downtime does happen. but not that often.
The new UI is really slow at times.


  • New Relic's core app.
  • Salesforce in a more robust format than their official app.

Vendor Relationship

Pretty easy the entire time. Our account reps are generally accessible.