Zendesk manages varied requests
December 06, 2018
Zendesk manages varied requests
Score 7 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk
Our internal tools team uses Zendesk to manage IT and Salesforce requests. This addresses the need for an organized request system, instead of internal colleagues walking up to each others' desks to ask questions. A customer-facing team also uses it to solve help tickets submitted about our product, and the right processes to take to solve their needs. This allows us to organize requests by client and topic.
- Organize by topic you care about
- Triage tickets to different team members
- Determine time and number of touches to resolution
- If a customer responds to the ticket, Zendesk reopens it. Ideally Zendesk could bucket responses that only say "thank you," and similar non-urgent replies
- The UI could be more joyful and fun to use. I'd like to see a gamification option.
- Helps us respond faster to customers
- Resolutions have increased
- Helps us save time to prevent sorting and triaging manually