good ticket management option; pricey and somewhat cluttered
July 16, 2018

good ticket management option; pricey and somewhat cluttered

Yaron Lavi | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Zendesk

We use Zendesk as customer success framework. Communication with customers starts, and usually ends, there. Customers open tickets, describe their issues, and so on. Than a customer success rep. takes it from there - he either helps them or routes the issue to an R&D member for further classification or observation.
  • Nice GUI
  • Easy filtering
  • Easy to see how a certain issue was handled and communicated to the customer
  • I'd like to immediately see "my issues" on top
  • i'd like it to auto-remember where I left it
  • GUI still little clustered.
  • it allows for professional customer communication management
  • it helps the perception of good customer success team, which customers love and rely on
JIRA Service Desk is better suited if you need to connect with company's JIRA and internal WIKI (or Confluence).
If you do use JIRA (which many companies do), JIRA Service Desk is a better choice.
I didn't select Zendesk, but rather got it when joine dthe company.
Zendesk is a good at collecting issues from customers, and handling them as conversations.
it's less good in helping you focus on new items, or only "your" cases.

Zendesk Suite Feature Ratings

Organize and prioritize service tickets
Expert directory
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base