Item: Zendesk
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Zendesk is currently being used by our Customer Experience team.

Pros and Cons

Able to solve customers' issues.
Mostly user-friendly.
Able to work collaboratively with your team.

UI can be a bit more welcoming.
Sometimes searching for specific tickets can be hard.

Return on Investment

Helping customers with no delays!
Working as a team on the issues.

I remember having a couple of issues in the past and I know that they have been addressed immediately. As for timing on those tickets really important for us to get our customers back, I do not remember having delays on the Zendesk side if we had any "fire drill" situation.

Key Insights

Do you think Zendesk delivers good value for the price?

Not sure

Are you happy with Zendesk's feature set?

Yes

Did Zendesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk go as expected?

Yes

Would you buy Zendesk again?

Yes

Likelihood to Recommend

Zendesk is an excellent solution for helpdesk purposes. It will allow you to be on top of all of your tickets so no customer issue will slip through the cracks. Sometimes one user starts with the ticket and can take weeks to solve the issue. However, Zendesk will allow assigning that ticket to the same person so there is no miscommunication. It is also very easy to assign tickets to a specific person because you know that person will be the best to respond to that ticket.

Zendesk is an easy to use helpdesk tool

Software Version

Overall Satisfaction with Zendesk