Zendesk is a simple but effective powerhouse!
Updated August 19, 2015
Zendesk is a simple but effective powerhouse!
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
Zendesk is being used at my company to organize customer opened or internal problems and tasks. It is easy to use. Easy to search and the macros are useful. I would recommend it, highly. It is being used in the support department to also prioritize things.
Pros
- Zendesk is great at getting tickets set up quickly.
- It is also great at escalating tasks and problems to different groups
- The SLA warning emails are essential for saving money.
- The macros make things super easy.
- You can hide comments so that only your company can read them.
Cons
- I'd like to see automatic paging used to alert people about high priority tickets.
- The ticket search function can use some refinement.
- I want to see a FAQ section for customers.
- It has streamlined communication in our company.
- Zendesk has been super reliable. It hasn't crashed once. You ROI will be safeguarded by that.
- The email reminders allow you to never miss a communication.
Zendesk gets out of your way to do that work that matters. It isn't too clunky. It isn't an after-thought ticketing system. It does what it does and it does it well. Don't use a system that wasn't designed as a ticket system.
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