Zendesk is the best CRM system I have ever used in 18 years of technical support.
September 28, 2024

Zendesk is the best CRM system I have ever used in 18 years of technical support.

Daniel Lampkin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Plus

Overall Satisfaction with Zendesk Suite

We use Zendesk Suite to track support trouble tickets, and as a knowledgebase. Since all of the techs have access to all of the trouble tickets, it is easy to search for error numbers or messages, find similar tickets that have been dealt with in the past, and find a solution far faster than we would by simply blundering our way through it.

Pros

  • Trouble ticket tracking
  • Keyword search
  • Update customers with changes to the tickets via email.

Cons

  • We could use a repository of procedure documents, stored up on the site that we can drop into tickets as needed.
  • I would like tickets to default to internal only, to avoid accidentally revealing sensitive information to customers.
  • The agent experience is superb, better than Goldmine.
  • Customers being able to reply to tickets and having those responses in the tickets helps us follow up on customers who are experiencing urgent issues.
It is almost perfect, however building filters/macros is cumbersome.
As stated in my previous responses, Zendesk allows us to not only record our trouble tickets and act as a knowledgebase as a result with its robust search engine, it also allows us to communicate vital information about the problem directly with the customers. While other solutions also provide this, Zendesk's is clean and easy to use.
  • GoldMine CRM (discontinued)
Zendesk is above and beyond better than Goldmine. We still use it for historical purposes, but for all new trouble tickets it's definitely Zendesk Suite all the way. The only advantage goldmine has over Zendesk Suites is that our sales people can access information about troubles that have happened in the past, but that's only because we own a lot more goldmine licenses.

Do you think Zendesk Suite delivers good value for the price?

Yes

Are you happy with Zendesk Suite's feature set?

Yes

Did Zendesk Suite live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Suite go as expected?

Yes

Would you buy Zendesk Suite again?

Yes

Zendesk is great for working with small groups of support technicians, especially those that work at home. I'm not sure how well it would scale with hundreds of techs and hundreds of thousands of trouble tickets, but for our organization with 5 techs it is brilliant. I would also appreciate an unlimited read only account option so that our sales people could browse our tickets without having to pay for additional logins. IT would obviously be read-only.

Zendesk Suite Feature Ratings

Incident and problem management
8.5
Organize and prioritize service tickets
4
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
8.5
External knowledge base
7
Internal knowledge base
10
Multi-Channel Help
9.0
Customer portal
8
Email support
9
Help Desk CRM integration
10

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