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Zendesk Review: "A must have for any company serious about support their customer base"
https://www.trustradius.com/help-deskZendeskUnspecified8.3423101
Debbie Marshall profile photo
December 13, 2017

Zendesk Review: "A must have for any company serious about support their customer base"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Software Version
Plus

Overall Satisfaction with Zendesk

We use Zendesk to deliver support to our customers who use our product. The customer support team use the software to answer questions or respond to issues that our customers have with our product.
  • Allows us to create separate access for all the different organisations we have as customers
  • Provides a place for us to display FAQs and tutorials videos which can be locked down to be client specific
  • Allows us to set SLA response times per client that we can easily monitor
  • Standard reports as well as allowing you to build you on reports
  • Out or hours set up, allows us to plug in our working hours
  • Having a customer friendly app, currently, only agents can use the app
  • More levels of admin access can be quite restraining
  • CMS could be easier to use
  • When updates are made some cause issues with macros that are set up to respond to tickets
  • Has helped us to improve our service to our existing customers, provide reports on ticket numbers and response times.
  • As the company has taken on more customers we have been able to add to the FAQ and video tutorials to help resolve issues without agents having to personally get involved.
  • We have integrated into our CMS so we get the whole customer journey in one place.
Zendesk is a world recognised tool, that ITIL recommend. Easy to use format, great search tools to cross reference issues that are logged. Personalisation allows you to brand your customer facing site.
Ideally suited for a company that has a lot of customers. Can be locked down to organisation and product specific. Agents can be locked down to specific customers.

Zendesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Subscription-based notifications
8
ITSM collaboration and documentation
3
Ticket creation and submission
10
Ticket response
9
External knowledge base
8
Internal knowledge base
8
Customer portal
6
IVR
Not Rated
Social integration
6
Email support
6
Help Desk CRM integration
8