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Eric's Zendesk Review
Updated December 04, 2014

Eric's Zendesk Review

Eric Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Plus

Modules Used

  • Standard

Overall Satisfaction with Zendesk

  • It's easy to use.
  • Triggers / Automations.
  • Message the techs and clients.
  • Performance metrics.
  • It doesn't do asset tracking.
  • Business hours are inflexible
  • The SLA breach views on the left side consume too much real estate.
  • 99% customer satisfaction... There is no $ value to that, but at least we know the business is satisfied with the level of service they are receiving.
  • Increased productivity because support providers don't have to sort through messages anymore.
We can't do business without it.
Use tags and views based on those tags to create your own business hours. Zendesk's business hours for SLA's are somewhat limited.

Using Zendesk

1000 - Everything for retail sales and sales support.
1 - Just me for now.
  • IT helpdesk.
  • Inventory.
  • Facilities.

Evaluating Zendesk and Competitors

Zendesk Implementation

It's working exactly as intended.
  • Implemented in-house
It's all me...

Zendesk Training

  • Self-taught
Yes, this is why I decided to go with this product. Ease of use and administration is key.

Zendesk Support

The response speed from their support team could be quicker.

Using Zendesk

Super easy to use.

Zendesk Reliability

I've never had it go down on me.
On occasion it can be a little sluggish because it is cloud based, other than that it loads quickly.

Integrating Zendesk

  • I would like to merge it with SharePoint once I have that system online.

Relationship with Zendesk

$49 per agent per month on the plus plan.