Zendesk is ok
Updated June 03, 2015
Zendesk is ok
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
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.
Using Zendesk
40 - sales support r&D
1 - IT generalist with an understanding of Helpdesk needs
- Customer support
- Case escalation
- Ticket management
Zendesk Implementation
Change management was a big part of the implementation and was well-handled