Zendesk is the best.
August 01, 2018

Zendesk is the best.

Jesse Brightman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk

Zendesk is the central source of issue reporting for our enterprise customers. We use this for helpdesk ticket responses, which also allows us to report on customer health and time to resolution.

Pros

  • Simple and easy to use
  • Good reporting metrics which allow us to track all sorts of operational metrics
  • Integrations with JIRA, among many other integrations

Cons

  • There are currently two data dashboards, sometimes they do not match up
  • Zendesk is the central place for us to have all of our support data - it's one source of truth.
  • Anyone can step right in and use it- no training necessary.
Zendesk is the industry standard in helpdesk/bug/ticketing resolution for customer service and experience. It is easy to implement, and even easier to use. There is a strong emphasis on data for my team, and Zendesk allows us the reporting functionality to look at our current metrics and how we can improve.

Zendesk Suite Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
7
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
Not Rated
Internal knowledge base
9
Multi-Channel Help
9.7
Customer portal
Not Rated
IVR
Not Rated
Social integration
9
Email support
10
Help Desk CRM integration
10

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