Why Zendesk will help your business grow!
April 06, 2016

Why Zendesk will help your business grow!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk

We use Zendesk in our organisation to manage tickets submitted by our customers to have all inbound requests in one central system where a member of the customer services team can then address them accordingly. We also use the help center side of Zendesk to build a knowledge base which our customers can access and seek the answers themselves. Zendesk is used by our customer services team (incorporates our account management team). Zendesk helps us to manage the inbound requests we receive and we can also reply with custom made answers that we have previously set.
  • Zendesk is really user friendly! I can only compare it to Desk.com as I used this in a previous company and this is far superior.
  • The ability to freely customise the help center has been hugely beneficial as we can then align it with our corporate website.
  • The number of integrations with other pieces of software has helped in the day to day running of the business - e.g. integrating with Slack, Zopim and Zapier.
  • An internal agent chant functionality would be really useful!
  • The search function is a bit annoying as the results are sorted in an odd way. You expect it to show currently active tickets at the top and then list the rest in order from newest to oldest, when I search for a common issue I still get old tickets near the top!
  • It would be nice to be able to bulk edit orders - i.e switch a lot of tickets to another agent.
  • Zendesk has helped to streamline our business and keep our costs low - our employees now manage their time more efficiently.
  • We can now use Zendesk for KPIs in how many tickets our employees have picked up, the rating of the response to tickets and how quickly they pick tickets up.
  • Seeing as we had the startup offer that Zendesk offered at the time, Zendesk has had a massive impact on our business objectives and has helped overcome the issue of scalability.
Zendesk had a better offer for us at the time, their customer service team was also really helpful in guiding us through the product and clearly outlined how they could improve certain aspects of our business. Zendesk was also more user friendly so we felt the team would easily pick it up.
I think Zendesk has been perfect for us as a smaller company. Zendesk offered a startup offer where you get the first year free which shows that they care and want to help grow your business! I must say that it is not an easy plug in and go option, you do need to spend a little time customising it and setting it up but once you have done this it will work wonders for your business.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
8
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
9
Customer portal
9
IVR
Not Rated
Social integration
9
Email support
10
Help Desk CRM integration
10