Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!
Anonymous | TrustRadius Reviewer
February 20, 2020

Don't expect complete zen from Zendesk, but it's still the best helpdesk out there!

Score 8 out of 10
Vetted Review
Verified User
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Software Version

Other

Overall Satisfaction with Zendesk

Zendesk is used by specific departments in my organization, having started with just a few and slowly implemented to more. Further implementation is planned, but the process of training and acquiring buy-in is tricky. Using Zendesk has streamlined specific types of requests (for support, etc.) and several functions are helpful for internal communication. The ability to track the types of requests for support is helpful.
  • Internal notes and side conversations are very helpful
  • Organization of particular problems, support requests, etc.
  • What will happen to a response can be confusing; oftentimes users (both trained and untrained to use Zendesk) send a reply to more people than was intended
  • The email communications can be overwhelming with the amount of information on the page
  • There has been a lot of time spent learning/training and trying to get buy-in internally for Zendesk
  • Internal communication about issues has significantly improved and been streamlined
In comparison of tracking tickets, I found Jira to be more confusing than Zendesk. I have not used Jira in many years and I know that others in our organization use Jira in addition to Zendesk. Of all the support platforms, I think Zendesk is the best and most used, which is helpful for creating a consistent interface when people outside of our organization contact our Zendesk users.
I have never worked directly with Zendesk support, but when I have asked the people in my organization who do, they have always gotten back to me quickly with solutions to my questions/problems. When I have requested features be adjusted in Zendesk by the managing user, these changes are made quickly, even when I know the managing user does not know the answer off the top of her head. This tells me that she is able to get the answers she needs to solve the issue promptly.

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?

No

Would you buy Zendesk again?

Yes

Zendesk is a great solution for managing a lot of requests coming into a department or multiple departments. The internal communication features are extremely helpful for resolving issues. However, if you don't have a dedicated team of people who have bought it and are very familiar with the product, training and getting people to like Zendesk can be challenging. The user interface is not always intuitive and can be particularly difficult for less tech-savvy users. I recommend Zendesk for more internal use and communication among an early adopter demographic.

Zendesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
8
Customer portal
8
Email support
8