Is Zendesk What You're Looking For? Try a Demo and see is what I say.
Kenyata Garner | TrustRadius Reviewer
January 15, 2019

Is Zendesk What You're Looking For? Try a Demo and see is what I say.

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Regular

Overall Satisfaction with Zendesk

I have worked in multiple fields and have held two jobs at a time, therefore, I have had the opportunity to work with various software. Zendesk is good for smaller companies. It's a good way to keep in contact with customers, they have great chat options and really help to create a seamless communication between your company and the customer. The ticketing software is great it provides detailed information regarding the tickets and a sort of history which is important because you can follow what has been handled, what needs to be handled and what had already transpired, which speaks for itself.
  • Ticketing works great
  • Following chat and email
  • Few glitches in the system and great customer service when and if there is a problem.
  • Adding admins to the software can be a bit of a hassle when bringing someone else on or taking someone off, I would prefer an easier way.
  • The help center can be designed a little better. Especially with the chat indicator.
  • Overall Zendesk is a relatively positive software and is easy to use CRM
  • It had again created that communication bridge between customer and agent which is pertinent in running a well-oiled ship.
Zendesk is a good software. It's not perfect but it can be just what a company needs contingent on how they use it and take advantage of what it has to offer. As with anything, the tools are there, it's up to the company to capitalize on its resources to make a better customer experience.
Zendesk is good for startup companies and mid-sized companies in my personal opinion. It provides the tools needed to ensure the customer is taken care of. It even provides a history of what pages your customer has visited on your site prior to chatting, etc., which is the perfect guide to customer service as it bridges the gap between the questions asked and the answers needed. This lowers the frustration and miscommunication on both ends.

Zendesk Feature Ratings

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