Relax with Zendesk
September 21, 2017

Relax with Zendesk

Kevin Pearce | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk

We use Zendesk specifically for technical support ticket tracking and communication with clients. It is not being used by the sales or development team although we do have integrations into the CRM (Salesforce) and defect tracking (JIRA) systems.

Pros

  • Simple clean interface that is very easy to pick up and learn.
  • Low administrative overhead which can be setup and managed without a lot of time or expense invested
  • Excellent support staff that has been very responsive to questions.

Cons

  • Does not have the level of customization or workflow automation that something like Salesforce cases has.
  • The integration to Salesforce was not clean or simple
  • As a contact management system, it is very rudimentary and that is clearly not its strength
  • Allows my team to handle support tickets simply without getting in the way. Often large scale, highly customized ticket tracking systems end up making support reps spend more time using the tool than helping customers.
  • Quick integration to JIRA makes it easy for me to track and report on issues passed to dev.
Zendesk is much cleaner, simpler, and the support staff is faster to respond with actual solutions than the larger solutions. It is also a lot cheaper, both in license cost and in cost to implement. There are also a number of additional support channels (which I am not personally using) which give us a number of options around supporting customers, again very simply and inexpensively.

When I have large scale, complex reporting, integration, or reporting needs, Zendesk will probably come up short compared to the other larger players.
I think Zendesk works great for a small support team or an organization just getting started. The triggers and automation is easy to setup so a few folks can quickly and efficiently dispatch a reasonably high number of tickets without much overhead.

I think Zendesk would probably come up short compared to something like Salesforce in a large, cross functional role where it was being used by sales, marketing, etc. It would also probably be short on features in large scale issue trend analysis. I have not attempted to use it for any of those scenarios, but it does not seem well suited to that.

Zendesk Suite Feature Ratings

Incident and problem management
6.3
Organize and prioritize service tickets
8
Expert directory
2
Subscription-based notifications
8
ITSM collaboration and documentation
2
Ticket creation and submission
9
Ticket response
9
Self Help Community
6.5
External knowledge base
8
Internal knowledge base
5
Multi-Channel Help
6.2
Customer portal
8
IVR
4
Social integration
3
Email support
9
Help Desk CRM integration
7

Zendesk Support

Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None

Comments

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