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User Review: "Zendesk -Good CRM Starting Point"
https://www.trustradius.com/help-deskZendeskUnspecified8.3423101
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January 10, 2019

User Review: "Zendesk -Good CRM Starting Point"

Score 6 out of 101
Vetted Review
Verified User
Review Source

Software Version
Enterprise

Overall Satisfaction with Zendesk

Zendesk is used by several departments at my company: customer service, IT improvements and international inquiries. It helps us manage globally and stay on top of different projects and improvements. It also helped us set up a good workflow on processing warranty claims for our company globally. In general, we wanted to manage our customer issues in a better fashion and also stay on track with needed website improvements
  • It helps several users go in and see progress on different customer issues.
  • It helps us tag and track issues to report back on different problems.
  • It integrates well with our Google form warranty claim and allows us to process and solve our cases in an efficient manner.
  • There isn't a good way to pass long Zendesk emails outside to non-Zendesk users.
  • The tagging and sorting isn't the best - we need to do it by country and there's not a super easy way to do this.
  • When we integrated Facebook chat, every time we would respond in Zendesk, Facebook wouldn't acknowledge it, making our response times suffer. We ended up disconnecting and continuing to respond directly.
  • Since we are a global company, it has helped secure sales when we are not available, as we get people answers to purchase in an organized fashion.
  • It helps one person deal with CX and warranty issues globally and remotely in our company.
  • It has helped us better fix site issues to increase sales.
  • It was a low-cost CRM solution for us.
We were directed right to Zendesk for our size and price point. We chose it for its integrations and lower cost introduction. We didn't test other platforms as we knew we wanted this low-cost option.
Zendesk is great for small businesses looking to start a CRM system. It's easy to learn and manage with a small team. It works well internationally and most of the integrations work well. If you are a larger company, you may want to look into a more robust platform as the integrations and larger team management features are limited.

Zendesk Feature Ratings

Organize and prioritize service tickets
5
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
5
Ticket response
5
External knowledge base
5
Internal knowledge base
5
Customer portal
6
Social integration
3
Email support
3
Help Desk CRM integration
Not Rated