The best tool on the market... for a reason.
February 28, 2018
The best tool on the market... for a reason.
Score 8 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
We use Zendesk to raise internal tickets for the tech team as well as give access to our customers to raise support tickets on their own. It is used by the service and tech support teams. It is a very convenient tool to track incoming support requests and manage them until they're resolved.
- Incoming request tracking and assignment via multiple channels
- Ticket processing and communication, macros, workflows
- Categorization and reporting
- User management
- Lots of integrations + API
- Slow UI
- Not easy or intuitive to learn, requires significant training time
- Mobile apps contain some bugs
- Tickets are easy to create and manage so nothing gets lost. Makes customers happy. Also, you can set SLA's for different tickets types to make sure you stay compliant.
- Zendesk might be pricier than other tools.
- Easy to manage internal requests as well which helps our own employees.
We used Kayako and it was pretty basic in terms of workflows and ticket management. It wasn't multichannel and it didn't have a mobile app. Ticket categorization wasn't as robust and effective, but it was easy to learn. JIRA is as robust as Zendesk, but it is also not easy to learn and its mobile app is pretty useless. JIRA is more about issue tracking rather than helpdesk so its best use is in other fields.