“Excellent platform for helpdesk. Internal and external customers will love it. ”
“This is not business friendly. Pricing is way to high and they put this 1 dollar service that comes with nothing. ”
IT Support Engineer/System Operations (Consumer Goods company, 501-1000 employees)
Zendesk could be great as a customer service tool however we use it as a Help-Desk IT tool. The forms do not work as well as I would hope mostly because the form information does not come across in the body of the ticket rather it's all on the side and not easy to read. to be able to really automate and customize anything you need to purchase extra 3rd party apps and add to the already high cost of Zendesk. In my opinion it might be best to find something else or at least extensively test everything.
Pros: interface is easy to use, knowledgebase works ok
Cons: Forms do not work well need 3rd party apps for automations cost
Aaron Michalove, Director of Information Systems at Texas AirSystems
Pros: Intense KB. Public discussions. Great helpdesk tools to manage issues and see team metrics. Surveys. Email threading. Mobile app.
Cons: Could improve integration with internal Knowledge Base and problem resolution. (Eg metadata/key work matching to suggest answers)
Sara Rose Harcus, COO at Hüify | Inbound Marketing | HubSpot Pro
Pros: Any member of the team was able to begin using it and answer questions, so a huge pro is ease of use. The pricing was ideal for what we are looking for.
Cons: For enterprise SAAS, it might be more expensive than what we used it for, but you get what you pay for, so that shouldn't be a deterrent. Support is one of the most crucial elements of a business and I would pay for the more expensive packages if needed.
VMUG Leader (Information Technology and Services company, 1-10 employees)
Zendesk is a great SaaS helpdesk, quick to deploy, easy to maintain and easy to use. While I have had experience with other competitors as well, Zendesk hits the right price point and is easier to configure/deploy/change than other products I have used. Zen desk provided us with great value as we can use the iOS and Android apps to stay up to date while in the field.
Pros: Easy to 'brand,' configure, setup custom menu selections and knowledgebase for easier user self service. Great reporting tools too.
Cons: While SaaS based anything has an initial learning curve, this one is relatively quick to master. Technical Support is very quick/helpful when necessary too.
A verified reviewer
We've been using zendesk for a little over a month now. We're still on their $1 plan and are happy so far. It has allowed us to manage our customer service in a much more organized manner and things don't fall through the cracks. I'm sold!
Pros: easy to use from the get go and keeps everything organized
Cons: nothing I can think of
Graham Pocta, IT Manager
Pros: Really simple to get started. The site has been very reliable with only short outages in the 4 years I have used it.
Cons: The reporting functionality for "time to first reply" is frustrating -- even if an agent initiates the ticket, a public reply still has to be made to stop the timer. It messes up a lot of our metrics.
Christian Cormier, Consultant technique/ordinateurs mobiles
Pros: Cheap, easy interface, good customer support at Zendesk
Cons: Nothing yet. We all want more for cheaper but in this case i will pay the 1$
Director of Operations & HR (Computer Software company, 51-200 employees)
ZenDesk allows your IT team to log, track, complete, and report on all IT issues that are happening within the organization. The simple "Submit a Request" url allows the user to submit a ticket. Most of our employees have added it to their desktop bookmarks so they can access it easily. No bells and whistles, but gets the job done with ease.
Pros: Great for tracking and holding the IT team accountable. Simple and easy to use.
Cons: For what we need it to do, there aren't any cons that I can think of.
Technology Manager (Restaurants company, 1001-5000 employees)
Very happy with our Zendesk purchase. We initially purchased it for just a help desk. With all the built-in functionality we can now tie in our remote desk top utility as well as tie in the system we use for our asset management. Very pleased with how easy it has been to get set up, get it up and running and how easy it is for our internal staff to use. There wasn't any training required and everyone has been using it flawlessly.
Pros: We are able to tie in our asset management and remote desktop utility
Cons: I haven't found any flaws.
Raghavender Rao Jitta, Founder & CEO at CrunchPrep
A verified reviewer
This is not business friendly. Pricing is way to high and they put this 1 dollar service that comes with nothing.
Pros: Nice service if your a fortune 500 company.
Cons: The price structure is developed by some MBA guy. Its an online platform people, get over yourself.
Brad Sorock, Entrepreneur US/AU
Pros: Friendly customer service
Cons: Too many to list and complex issues.
Rheadel Pamintuan, Technical Support II at Cloudstaff
David Guerrero, Director of Operations at Verso Networks
Pros: Quick set up. Easy to begin the process of setting up a help desk system. Nearly immediate results for customer notifications and for internal email notifications.
Cons: If your not connected to the internet you don't have access. You have to purchase second level of service in order to gain access to customer lists... a very powerful tool.
Kenny Schiff, Technologist, Entrepreneur and Founder of T2 Technical Services
Pros: * Inexpensive * Easy to implement * Very easy to use * Flexible and customizable
Director of Customer Success, Partner (Computer Software company, 2-10 employees)
As a person who manages support at my company, I try modeling my support after Zendesk's. The service is great, the product is awesome, and they have an extensive help centre to help answer any questions. The ticketing service itself is intuitive and easy to use. Would definitely recommend Zendesk.
Pros: Easy, simple, flexible
Cons: Sometimes unclear when emails get send upon changing ticket status
Pierre Clouthier, President, Progeny Genealogy Inc.
Pros: The Infusionsoft integration is fantastic. One click and I can tell what my customers are contacting us about. (We make a dozen different products. They think we can read their mind :o)
Cons: Sometimes the Infusionsoft app loses the link. I have to Sign Out & log back in. No big deal.
Rob Reynolds - COO OSIA Medical
Cons: This caused us difficulty with our own customers.
Pros: - Easy to Use - Big improvement - Stable, never hanged in last 8 months. - Fast -SLA improved because of zendesk.
Pros: Easy to use and understand, useful when communicating with customers, permits customers to feel as if their needs are being taken seriousily
Cons: I don't like when the user guide connects with the ticket system and doesn't permit access (routes me) to the ticket system.
Pros: Reliable system, friendly,human touch. Adaptability
Pros: Easy to set up, easy to use, customers are happy and so we are happy
Cons: Would be nice to have more flexibility with the account packages and be able to mix and match the services we need to support our customers more.
Pros: - Easy to use - Always improving - Integration with 3rd party apps - Great apps for mobile/tablet - Detailed analytics
Cons: None to think of
Pros: Simple to use, easy interface and the memorized views are awesome.
Cons: they rolled out a new help desk that is very hard to log into with crazy password requirements.
Pros: Easy-to-set up, easy-to-use, mobile, low cost, stable and great application up-time.
Pros: Clean interface Smart workflow and queue options, including tagging and classification options Built-in help center options Automatic and built-in reporting options Decent price Fairly good app store for add-ons
Cons: Very strict password requirements frustrate our users. In some cases, it prevents people from logging into our support portal.
Pros: Always innovative, software is rock solid, no downtime, rarely encounter a bug. Support is great
Pros: Cloud-based software Customisable solution with APIs to extend functionality Reporting feeds into Service Level Agreements (SLAs)
Pros: - Beats using shared gmail
Cons: - Slow loading - Poor UI(doesnt show attached images inline, have to click to open) - Often times responses wont get sent, and you have to push send several times and/or try to close browser and open ticket again, which is a slow process
Pros: ease of integration price ease of us customizable
Cons: search function is a little clunky when searching for old tickets
Betsy Richter, VP Support at Kavi Corporation
Pros: email integration
Pros: Easy to use, customers can monitor issues
Cons: Since Zendesk is a software for enterprises with limited budget, the customer service capability is good but limited.
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