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Zendesk for your Help Desk
Updated December 04, 2014

Zendesk for your Help Desk

Joe London | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Plus

Modules Used

  • SaManage
  • SSO Easy

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
We like the product and plan to continue using it.

Using Zendesk

2000 - Educational Institution:
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

Fast and friendly, training was well laid out.
  • Vendor implemented
  • Implemented in-house

Zendesk Training

  • Online training
Training was useful and provided us with the resources needed to take our helpdesk to the next level.

Zendesk Support

Lower rating just because they only do general support via support tickets.
No - We do fine with the standard support.

Using Zendesk

Easy web interface and secure login using SSOEasy make it secure.

Zendesk Reliability

We have not seen any significant down times for Zendesk, out of the term of our relationship only one window of a couple hours has ever been caused by loss of service.(Website being down)
Fast interface and never any performance issues.

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.