Zendesk is a great ticketing system!
November 05, 2018

Zendesk is a great ticketing system!

Kris Lambert | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Regular

Overall Satisfaction with Zendesk

We create internal API's with our SaaS products to integrate with Zendesks ticketing action. The ticket allows us to track communications during a task/issues lifecycle. Tags help us to determine patterns with tickets. The Autoresponse feature is great because it serves as the first level of response to your client that you have received and are working on their request.

Pros

  • Autoresponse provides immediate confirmation to clients that you have received the request.
  • Lifecycle tracking for requests.
  • Easy to integrate with other software products.

Cons

  • Login can get hung at times.
  • More options with contacts.
  • The ability to see in-use API keys instead of needing to create a new one.
  • Working with Zendesk provides fast responses to clients and request resolution that helps to provide timely service for our clients.
Zendesk is currently on par with both of these services in that they are great ticketing software programs but are light in Contact/Sales management. The autoresponder with Zendesk is much easier to implement and customize compared to the other options. The option of the mobile application is a bonus that many of its competitors do not support.
This is a great ticketing system for support. This software needs more focus on contacts and sales flows to be a full fledge CRM.

Zendesk Suite Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
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
9.0
External knowledge base
Not Rated
Internal knowledge base
9
Multi-Channel Help
10.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10

Using Zendesk

This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None

Comments

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