Zendesk manages varied requests
Anonymous | TrustRadius Reviewer
December 06, 2018

Zendesk manages varied requests

Score 7 out of 10
Vetted Review
Verified User
Review Source

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
Well suited for high volume requests on a range of topics. For example, our internal tools teams use it for over a dozen tools we use, where the requests need to be routed to different groups within the company. It it less appropriate for 1-1 communication between the same party on the same topics.

Zendesk Feature Ratings

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
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated