TrustRadius
One of the best support desk apps money can buy
https://www.trustradius.com/help-deskZendeskUnspecified8.3516101
Nikhil George profile photo
October 10, 2018

One of the best support desk apps money can buy

Score 7 out of 101
Vetted Review
Verified User
Review Source

Software Version

Plus

Overall Satisfaction with Zendesk

We use Zendesk is our customer support desk. Customers can raised support tickets within our application or via email which is sent to Zendesk. Our support team respond to queries from Zendesk. Other departments such as finance, sales and product can view support tickets and post internal comments to resolve queries. Zendesk helps us manage customer queries in a timely manner while ensuring no queries get lost.
  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
  • Make reporting easier - the reporting engine in Zendesk is very powerful, but at the same time, complicated to use. Would be good if they made creating reports easier.
  • Pricing - the pricing plans for Zendesk are quite expensive. There are a range of other systems which provide base level features that match Zendesk.
  • Overall, I would say Zendesk has had a very positive impact on ROI. If we tried to use free tools to manage support tickets, we would lose visibility of tickets, lack prioritisation, double handle tickets, misplace attachments/details and miss out on ticket reporting.
We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.

We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
Zendesk is great for large organisations. It has all the large and enterprise features that might be required such as SSO, white-labelling and data management. It's a great product what will scale with a business and very reliable. Downtimes are very rare. Smaller businesses could likely get by using other support desk tools which are much cheaper.

Zendesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
7
ITSM collaboration and documentation
7
Ticket creation and submission
9
Ticket response
9
External knowledge base
6
Internal knowledge base
8
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
Not Rated