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Zendesk is a simple but effective powerhouse!
Updated August 19, 2015

Zendesk is a simple but effective powerhouse!

Anonymous | TrustRadius Reviewer
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.
  • 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.
  • 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.
It is well suited to having a small staff and getting the ticket system up and running quickly. I would use this to get a start up off the ground. It is also good if you want customers opening tickets. It is very user-friendly.

Using Zendesk

It is a great solution and will always be up. That, plus the customers seem to like it. I can't stop talking about how well designed and clear the UI is. If you need a ticket system that will be easy, turnkey and always available, choose Zendesk. The customer service has been great too.

Zendesk Reliability