Ashley E. Secteur: Services et technologies de l'information Nombre d'employés: 1 001-5 000 employés
I have had several smooth years using zendesk and really love using it for every ticket incident I have to resolve.
I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents. This tool is also widely used making it great for training new colleagues and customers to use this for internal systems.
The software is great however it can take a couple of hours to get used to the flow of tickets and interfaces in comparison to some other CRM software. Once familiar this is not an issue.
Ted F. Secteur: Exploitation minière et métaux Nombre d'employés: 51-200 employés
Horrible. I only use this software because it would be a hassle porting all existing tickets over to a different platform. I needed billing support from them, and my ticket was 'escalated' to the Finance department, but nobody ever got back to me in time. Literally a few days went by and not one word from my Zendesk agent. They have a poor support system. So, if you don't ever need help with anything and know what you're doing, then ZD is probably for you.
The software functions nicely. It is very well put together. They make it easy to run a help desk.
The support, or lack thereof. If you need support for this software, they take a long, long time to get back to you. You better know what you're doing, because if you need to get a hold of them, I wish you the best of luck.
Nick T. Secteur: Services et technologies de l'information Nombre d'employés: 51-200 employés
Overall experience has been good. Very happy for the product and how it helps us stay organized with the tickets we have coming in.
The ticket tracking system is very easy to use and set up so you can see what tickets each business unit or user has open. It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce.
Some of the automation is very confusing and certain settings are hard to find because they are buried somewhere. We have automation set up to assign tickets to certain people, but if the ticket needs to get reassigned because it actually relates to another person, it is very difficult to change due to the automation rules automatically reassigning it.
Utilisateur vérifié Secteur: Services financiers Nombre d'employés: 11-50 employés
Customer support is terrible, they do have an unqualified customer success team. We requested a feature and it took them over 5 months with emails back and forth to let us know they can get it done. When i tried to cancel the contract they said we can not cancel it because you have another 1 year on a contract which was incorrect. the success manager was still thinking we are in 2019 after i pointed that out they still refused to cancel the contract. My advice to this company is a legacy and you should look into a more modern system and there is alot of them out there.
At first, we liked using them, we had no issues with their system until they started adding extra products that were not native. for instance, their chat app slowed down our website by at least 30%, we tried intercom and immediately had positive feedback from our users.
Their chat software will consume the life out of your website performance.
Ashish G. Secteur: Sports Nombre d'employés: 201-500 employés
Zendesk is the CS tool which helps users reach out to us and is a good tool to generate reports, segregate users, improve users experience in reaching out to support team.
The most liking thing about this software is, its customizable in every way. The software does not have lot of features available, but you can customize yourself (or a developer) the features based on your requirement.
The service is quite slow and the product even has downtime.