A highly configurable, easy to use ticketing system
Updated January 22, 2021
A highly configurable, easy to use ticketing system
Score 9 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk
We are using Zendesk across a couple of main business units. I use it personally to handle IT support requests as well as administering it for our Customer Service team who use it to service our external customers. Previously, both teams were managing all requests out of inboxes using Outlook which was inefficient and lacked ownership of tasks.
- Ownership: Assigning tickets to agents and allowing them to follow through the entire process from end to end.
- Organization: Multiple teams can be in the same instance and tickets can be assigned between teams depending on which stage of the process it is up to.
- Ease: For both end users and agents. The end users can either just send an email to a designated email address or go in and use a preconfigured template in the landing page.
- Reporting: There are some additional purchases that can be made to increase reporting, however, I would like to see some more reporting out of the box.
- Statuses: It would be good if we could make our own Statuses as not everything fits into the preconfigured categories
- Add ons: There are plenty of add ons in the store but some of the more highly adopted should be rolled into the core build by default.
- Tasks are all being handled by the same agent which gives us ownership right the way through
- All interactions of the tasks are kept together in one place
- Tasks can be easily reassigned to another more suitable agent, escalated or progressed once one part of the task has been completed.
I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.