Zendesk helps!
May 11, 2018

Zendesk helps!

Farah Noor | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk

We use it to do service requests such as updating data sheets, gathering data, technology issues, and changes needed to Salesforce etc. The whole organization uses it and it is something that is becoming the way we can get things fixed through our HQ. Since we work at regional sites--it's hard to get answers right away from HQ. Zendesk helps with the requests that HQ can help with.
  • Clear platform
  • Sends a direct email when you create one
  • Has drop down menus
  • Mobile device
  • The emails with replies can be hard to understand
  • Amount of emails
  • Positive because it helps to get requests from HQ
  • We make requests to our operations managers--it keeps a paper trail for them
I do not remember what the other service ticket product that my other organization used. I do remember that it was not as good and easy to use.
It is well suited when you are working at an organization that has sites across America. It helps because our HQ houses the main data technology people and so when we have requests it can streamline the way we get our requests answered. I feel like it would not be suited for an organization that does not have many people or where it's so small that you can just talk to the person who can help you.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
4
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
9
External knowledge base
8
Internal knowledge base
8
Customer portal
8
IVR
8
Social integration
8
Email support
6
Help Desk CRM integration
8