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Zendesk
September 12, 2018

Zendesk

Bridgette Reynolds | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk

We are a software company so our users email us all the time through our platform into Zendesk. Without Zendesk our email inboxes would be extremely full and messy!
  • Being able to assign different tickets to different users on Zendesk
  • Being able to write private messages before making them public to the person requesting
  • Being able to cc users on tickets
  • Seeing the cc'd ticket in your queue
  • Better mobile functions - while I love having the app on my phone, I feel there could be additional features that are on the desktop version added to the mobile version, but I am aware that's a huge task!
  • Load time is sometimes long for tickets - could be my browser but i've noticed lately it's a little slower.
  • N/A I do not have this information to add, but I do know it has helped us in figuring out different issues and we are able to go back and look at items!
I don't really use any other ticketing system with clients. We use GitHub which is a ticketing system, but not with our clients, only internally. Zendesk has been great and I do know other companies use it and love it!
Zendesk has been a lifesaver! When I first started my job I wasn't sure what we would use to speak to clients and this has been awesome.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
10