May 03, 2016


Amy Hardeman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk

Zendesk is being used campus wide in all departments. All work related Help Desk requests now go through Zendesk. Zendesk helps in a wide variety of ways. It makes getting reports to our CIO regarding technology requests and many other requests. It helps aid IT on how well their response times are, how much time they spend on average per ticket, and feedback from users as they can rate the technician.
  • It is designed for ease of use. Not much training has to be done for users on how to use it.
  • Maintains records of each ticket worked, so technicians can easily search for previous tickets to see what the solve was and even has the ability to link that ticket to a new ticket giving the user the solution without a technician actually having to go do a hands on.
  • All departments can be incorporated into Zendesk to use it also. Example: Maintenance Department can use it, the print shop, Distance Learning, Web services etc.
  • A drop down menu for the user to pick from as to what area their problem is with - hardware, password, WiFi, software, virus, etc.
  • Response times are better.
  • Campus wide use and ease of use.

Zendesk Support Suite Feature Ratings

Organize and prioritize service tickets
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration