Overall Satisfaction with Zendesk
- Documents Support Tickets, provides user with a knowledge base, and empowers them with the ability to track their requests.
- Users are able to search the in-house database for possible resolution to their issue enabling them to potentially resolve issues on their own.
- User management is a big ding for this product. There is no way to bulk delete accounts and for an educational institution with graduating classes, this would be particularly helpful.
- In reviewing the statistics, we are able to see a steady drop in tickets and a rise in the usage of the knowledge base. The savings are in support time, as well as creating a way to track field time for staff.
Samanage
Spiceworks
Spiceworks
Using Zendesk
2000 - Educational Institution:
Faculty, Staff, and Students
Faculty, Staff, and Students
3 - 3 people with admin rights and 15 or so agent accounts.
- Helpdesk.
- Knowlegebase.
Evaluating Zendesk and Competitors
In-house ticketing system which was email-based and no back end to it.
Zendesk Implementation
- Vendor implemented
- Implemented in-house
Zendesk Training
- Online training
Zendesk Support
No - We do fine with the standard support.
Using Zendesk
Zendesk Reliability
Integrating Zendesk
- SSOEasy
- SaManage
Both were easy snap-ins to deploy, and with the help of the saas engineers it was a breeze.
Relationship with Zendesk
Requesting Educational pricing got us a discount.