Zendesk- the rockstar of ticketing!
March 30, 2018

Zendesk- the rockstar of ticketing!

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

Software Version

Regular

Overall Satisfaction with Zendesk

Zendesk is used by our organization strictly on the sales side of things as well as with our customer services team. The great thing about using Zendesk internally is that it allows our company to keep all information about our customers in one place that we can constantly review and update accordingly.

Pros

  • It is very flexible and customizable. Very fast and easy to use.
  • The support levels are fantastic. Easy to submit support tickets and get help when needed.
  • User experience is clean and intuitive. Does not require a lot of prior knowledge in order to set up and run effectively. The platform is very smart and dynamic.

Cons

  • The mobile experience is not great. Would love to see a revamped experience that is more mobile friendly and responsive
  • It is a pretty expensive solution. While it is worth the cost it doesn't come at a cheap price tag
  • No negative impact on my business thus far. Only positives! It has allowed us to cater to our customers fast and easy through support tickets and make our service offering run extremely effectively. Better service has led to better customer experience and more deals!
Zendesk is by far the superior product here. There is no other ticketing system that is as robust or effective as Zendesk. It is so easy to use and intuitive. Simple and easy to set up and get running for your organization in no time. If you need a ticketing system you must go with Zendesk.
Zendesk is a must-have solution for any organization that has a sales team of a customer service team that will be supporting their current clients. It is great for tracking, submitting tickets and overall management of clients and customer population. Less appropriate for companies who do not sell a product that other people buy.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
9
Customer portal
9
IVR
9
Social integration
9
Email support
9
Help Desk CRM integration
8

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