CSM Review of Zen Desk
February 07, 2019
CSM Review of Zen Desk
Score 10 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Zendesk
We use Zendesk as our support portal. This is the central place for our customers to open a support ticket either by logging in or sending an email to our support address. It is used by all of Support and Customer Success.
- Keeping Track of Users in the system
- Keeping track of all of the tickets a customer has opened, sent in, or have been opened by a CSM for them
- Keeps a complete history of information regarding the tickets (which is extremely helpful when we have to research a ticket for a customer)
- The search function needs some help. It brings back too many returns
- Obviously, we couldn't do the work we do without utilizing Zendesk
- While I don't have the actual numbers- we handled over thousands of tickets in 2018 and were able to keep the Customer updated as we tended to their tickets in a timely manner.