September 17, 2014
Score 9 out of 10
Overall Satisfaction with Zendesk
Zendesk is used to organize and track all support tickets. It is used by all departments who interact with our current clients. It addresses our speed to get back to customers, our overall customer service, and our internal communication.
- The strength of the platform and power of the tool. Easily integrates with everything and an easy way to communicate across the organization.
- Ease of use and simplicity. UI is very intuitive and user friendly.
- Integration reporting with GoodData rocks! So simple and really brings value.
- The platform is great, but the app could still use a bit of work.
- Their best features come at a premium price, especially if you're hoping to use across a large organization.
- Much better customer service
- Visibility and communication across our teams
- Faster response times to problems
Opensource vendors and Desk. Zendesk is a simpler tool and easier to get up and running. I don't have much experience with these other tools, but have seen demos and played around in a couple of trials.
We rely on this tool so heavily, I don't see us moving unless we find a similar product for much cheaper. Even then, our company is such a partner with Zendesk, I would say that we will be working together as long as the two of us are in business.
What is the business problem you're trying to solve? If you want simplicity and a premium product, this is your best bet. Other tools may be more powerful with certain things, but sometimes less is more. This is a great tool for tackling a critical support issue for our company, and we rely on this product tremendously.