Zendesk is an easy one-stop platform for your electronic communication needs!
Michael Jacobson | TrustRadius Reviewer
Updated July 09, 2019

Zendesk is an easy one-stop platform for your electronic communication needs!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Zendesk

Zendesk is a tool we use primarily for inbound emails. It allows us to separate our inboxes for different departments, as well as assign which agents have access to each box. It also integrates with our chat software (SnapEngage), so that incoming chats become tickets and can be saved and researched easily when necessary. It allows an easy interface for all electronic interaction with our clients, as well as providing an easy platform for quality assurance review.
  • Allows multiple inboxes with easy assignment of inboxes to specific agents.
  • Integrates well with other software we use such as SnapEngage.
  • Organizes tickets for emails, chats and calls for easy access and research.
  • No real cons...easy to use, with a great interface!
  • Zendesk has allowed a more fluid approach to answering emails; organizing them and allowing agents to assign themselves work (or the manager to assign).
  • Zendesk allows our online chats to be ticketed for easy access, research, and quality assurance purposes.
  • For my team, Zendesk integration allows us to use just one platform to access all we need.
Zendesk is great for handling electronic communication, especially email. It doesn't handle online chat per se but easily integrates with other software to make the Zendesk platform the only one you'll have to open to work. It creates tickets, allows agents to follow up when necessary, or re-route to appropriate agents or departments.

Zendesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Social integration
10
Email support
10
Help Desk CRM integration
10