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User review of Zendesk

Great help during trial. Non existing communication after I payed for 12 months

- by David Campbell

USER SATISFACTION

RECOMMENDATION
1 out of 7
Never
COST EFFICENCY
1out of 7
Awful
OVERALL IMPRESSION
3out of 5
ok
EASE OF USE
2out of 5
mediocre
CUSTOMER SUPPORT
1out of 5
very poor

PROS & CONS

What are the best aspects of this product?

Once set up it's pretty easy to use as a ticketing system. And easy to take ownership and transfer ownership of tickets.

What aspects are problematic or could work better?

They pride themselves with Zendesk being a ticketing system which is good but what customer support system doesn't have a way to write a new email to a customer? That's very surprising to me.

The biggest problem for me is that their agents know too little about their product and they tend to promise things during the trial that aren't true. Once I start paying, it became obvious but then it was too late. No refunds and no willingness to help or own the promises made by their agents during the trial. Once these things became clear, I stopped receiving responses to my emails. They just decided to hide instead of owning it. Very disappointing. I can't very well recommend them after an experience like this.

What features/services would you like to see in future versions of this product?

More than 1mb file limit in the cheaper subscription
Better options to send emails to customers.

Not a feature but Zendesk really need to own their mistakes.

What specific problems in your company were solved by this product?

None really, it just made ticketing a bit smoother but since there are things that don't work for us now, Zendesk is just a cost because we can't actually use it.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I implemented it

How long have you been using this product?

Less than 1 year

COMPANY DETAILS

What is your company size?

1-10 Employees

What is your industry?

Architecture & Planning

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

yes

What software did you use before?

Freshdesk

Why did you decide to change it?

because the readability

Are you satisfied with the change?

Not one bit.

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 week

How many people in your company actively use this product?

several employees

What is the primary use of this product in your company?

both B2B & B2C

PRICING & COSTS

What was the cost of implementing this product?

too much

What is your total annual cost for using this product?

too much

How long is your contract with the vendor?

1 year

Did you get any discount for this product? How much?

Yes, unsure

FEATURE DETAILS

Customer Management

Customer Notes with Alerts
3
ok
Customer Insights
2
mediocre
Agent Ratings
3
ok
Service Contracts
1
very poor

Ticket Management

Ticket Queue
4
very good
Email Integration
1
very poor
Ticket Automation & Workflows
3
ok
Customizable Ticket Page
2
mediocre
Visual Support
1
very poor
Ticket Collision Prevention
5
amazing
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