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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

Enterprise

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.
150
  • 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.

Implementation

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.
  • Implemented in-house

Training

  • 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.

Configuration

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

Support

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.

Usability

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.

Reliability

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

Integration

  • 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.