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We have aggregated ratings data on Zendesk but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): Zendesk

    Quality product for smaller organizations or business units.

    Overall Comment

    Quality product with good mobile experience.

    What one piece of advice would you give other prospective customers?

    Start small, develop a POC in a single business unit.

    What do you like most about the product or service?

    Fast, nimble, can be branded.

    What one thing do you wish the vendor did differently?

    Expanded integrations.

    If you could start over, what would your organization do differently?

    Look at integrations with more traditional IT systems (e.g. Microsoft CRM).


  • 4 out of 5.0, Reviewed

    Product(s): Zendesk

    Overall good experience

    Overall Comment

    Implementation was easy, and knowledge base and support were effective. The initial selection was much easier than with other vendors.

    What one piece of advice would you give other prospective customers?

    This is a viable solution for replacing on-prem service desk tools. If you are looking for a change and problem management this is not the tool for you.

    What do you like most about the product or service?

    The Help Center functionality, as well as the responsible support.

    What do you dislike most about the product?

    Lack of change and problem management.

    What one thing do you wish the vendor did differently?

    Nothing.

    If you could start over, what would your organization do differently?

    Further, explore the change and problem management capabilities. In a rush to move to the cloud in a cheaper cost model, we failed to properly explore how important these factors were to us.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(2)
4.5

Ability to understand your organization's needs

(2)
4.0

Timely and complete response to product questions

(2)
4.5

Pricing and contract flexibility (pricing and terms)

(2)
3.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(2)
4.5

How long did your deployment take?

0 - 3 months (<3)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
4.0

Ease of integration using standard APIs and tools

(2)
4.0

Quality and availability of end-user training

(2)
4.5

Ease of deployment

(2)
5.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(2)
4.5

Did you purchase a support package from vendor?

No


Timeliness of vendor's response

(2)
4.5

Quality of technical support

(2)
4.5

Quality of peer user community

(2)
4.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(2)
3.5

Incident and Problem Management

(2)
4.0

Change, Configuration and Release

(1)
1.0

Self-Service/Request Fulfillment

(2)
5.0

IT Knowledge Management

(2)
5.0

Reporting and SLA Management

(2)
4.0

Process and Workflow Design

(2)
4.5

Data Source/ITOM Tool Integration

(1)
5.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Functional Assessment

Application Lead

Development/Integration

Maintenance and Support

Rollout and Install

Technical Assessment

User Training

Vendor Management

Vendor/Product Selection


What other vendors were considered? Multiple responses allowed.

BMC Software

Cherwell Software

Landesk

Microsoft

ServiceNow

TOPdesk


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Drive innovation

Improve business process outcomes


What were the key factors that drove your decision?

Product functionality and performance

Strong customer focus

Strong services expertise

Strong user community

Overall cost