Zendesk is a must if you are running a business that provides any sort of support
Anonymous | TrustRadius Reviewer
November 27, 2019

Zendesk is a must if you are running a business that provides any sort of support

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Zendesk

Zendesk is being used by our entire organization as the primary way to support internal and external end-users. This support comes to us as support tickets using Zendesk. This application came as a replacement to a previous solution we had in place to address issues we had related to poor customer satisfaction.
  • Clean UXI and intuitive.
  • Great reporting.
  • Integration of other 3rd party products.
  • Price can be prohibited for some smaller companies.
  • We found some workflow issues that since have been resolved but they are definitely something to keep an eye on.
  • Our SLA went from 4hrs to under 1hr.
  • Our customer satisfaction score is almost constantly 100%.
  • Happier customers means more business.
Zendesk is a much more powerful tool overall for a similar price.
Zendesk support is great, and is very helpful when it comes to solving an issues.

Do you think Zendesk delivers good value for the price?

Yes

Are you happy with Zendesk's feature set?

Yes

Did Zendesk live up to sales and marketing promises?

Yes

Did implementation of Zendesk go as expected?

Yes

Would you buy Zendesk again?

Yes

Zendesk is a great solution for companies and organizations looking to provide excellent customer service as it allows customers to submit support tickets and get immediate help. From the organization perspective, it allows management to track SLA and customer satisfaction and intervene if or when necessary to meet their goals.

Zendesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
9
External knowledge base
8
Internal knowledge base
8
Customer portal
8
IVR
9
Social integration
9
Email support
9
Help Desk CRM integration
9