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Zendesk is an everyday tool in our company
December 12, 2017

Zendesk is an everyday tool in our company

Vitalija Golceva | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Plus

Overall Satisfaction with Zendesk

Zendesk is being used by the support department. It is the main tool for customer service and support analytics.
  • Easy to use. It helps to save time when solving customer tickets.
  • Great integration possibilities. There are lots of ways to expand Zendesk functionality with other tools or connecting with a CRM.
  • Powerful analytics.
  • Reporting part is a bit slow.
  • We increased the satisfaction rate from 95.1% in 2015 to 97.2% in 2017.
Zendesk is well suited for any company who has more than 1 person supporting customers. I have already recommended Zendesk to other companies and they are successfully using it.

Zendesk Suite Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10