Zen works great for us
December 28, 2015

Zen works great for us

Jeff Oreilly | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk

We use Zendesk to support our support process across the entire organization. It has significantly cut our overhead on managing tickets. It is email based so the user just responds to the email and everything is automatically logged.

Pros

  • Usability.
  • When you need a new feature, it is already there.
  • Lots of people that you hire have already used it so they are quickly up to speed.
  • Zendesk lowered our support costs by making things more efficient.
I don't know if it would work well if the customers aren't internet based users. For example, if you had support tickets for a plant.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated

Comments

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