Zendesk, a Startups Best Friend
August 16, 2016

Zendesk, a Startups Best Friend

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk

I supported a customer base of about 50 clients using zendesk as our primary engagement and support tool. This was used only in my department, other CRM tools were utilized in other departments.
  • They provide a low cost solution for moderate amounts of ticket traffic.
  • Macro functionality offers a quick way to set up and utilize FAQ responses.
  • Trigger functionality offers a pretty straight forward basic automation for moderate amounts of tickets.
  • Companies with a large amount of ticket traffic will see some performance issues, hanging browser and hard refreshes needed on occasion.
  • Feedback mechanism is limited and cannot be customized.
  • No back-end interface to write custom reporting such as a SQL shell.
  • I am able to administrate zendesk on my own without a need for further assistance from the team.
  • Zendesk has been experiencing performance issues over the year as judged by myself and the community, possibly due to growing pains.
  • Moderate to good ticket management system and customer facing knowledge base.
Salesforce is a more robust tool with back-end SQL reporting functionality and numerous plugins, but with this comes cost. Most startup organizations do not want the expense, at least not at the beginning of the product life cycle.
Small volume companies that are looking to get a customer facing support site up quickly will get good ROI out of this CRM. If your requirements are extreme ticket volumes and very detailed customer reporting, there are some limitations you are going to experience with Zendesk.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
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