Zendesk is ok
Updated June 03, 2015

Zendesk is ok

Jonathan Justin Lewis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • salesforce.com

Overall Satisfaction with Zendesk

We transferred from a highly customized front end ticketing system based on dynamics CRM 2007 to Zendesk this year. This is used by our support department /R&D/Sales to support our customers. IT allows us to service our customers and support them in the way that was needed.

  • Customer contacts: can import from Salesforce
  • Mobile app: excellent and easy to use
  • UI: easy and intuitive to use
  • Salesforce side of the app causes issues and we need to turn it off to deploy
  • No easy import function: I.E no csv import, you must use the api to import and the APi only accepts one import per call.
  • Due to the complication in rendering our old cases into JSON and then looping through each case individually what should have taken a few hours took 2 months,
  • Need to use api's for anything fancy
  • Better customer service
  • Better support efficiency
  • Better overview on support
Old interface and was not easy to transfer.
Do you want your customer support info on the cloud? IF you are concerned about your support information being accessible to the cloud and Zendesk employees then look for an onsite ticketing solution. If your support case information is not that sensitive then go for it.

Using Zendesk

40 - sales support r&D
1 - IT generalist with an understanding of Helpdesk needs
  • Customer support
  • Case escalation
  • Ticket management
They handle the maintenance and it is not worth moving.

Zendesk Implementation

It does the job and no real complaints yet
Change management was a big part of the implementation and was well-handled

Zendesk Training

Using Zendesk

Advanced features are only really available via APi, There is a different infrastructure and application layout between the user and agent interface.