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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

    Zendesk is tried and true. I can't see myself using another service.

    Overall Comment

    My company has been using Zendesk for years now. It is a tried and true service that we've grown to rely heavily on for day to day customer interactions. We appreciate how Zendesk has continued to grow over the years. They support all browsers and they support app API from different 3rd-party vendors. We are very satisfied with this customer relations tool and plan on being a promoter for years to come.


  • 5 out of 5.0, Reviewed

    Product(s): Zendesk

    Look No Further - Zendesk

    Overall Comment

    Zendesk has been one of our most valued & trusted partners

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

    Zendesk can do everything you need - ask the questions

    What do you like most about the product or service?

    Everything - the User Interface, the User Experience, the Service, the Roadmap, the Support

    What do you dislike most about the product?

    Some of the Comment Boards are difficult to navigate

    What one thing do you wish the vendor did differently?

    Adding licenses is very fast but, could be even more streamlined

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

    On our platform side, APIs would have been setup differently

    Service & support - overall comment

    Every Account Manager has been great & the online support, is very speedy


  • 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.

    1 of 1 peer(s) found this review helpful.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(4)
4.8

Ability to understand your organization's needs

(4)
4.5

Timely and complete response to product questions

(4)
4.5

Pricing and contract flexibility (pricing and terms)

(4)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(4)
4.8

How long did your deployment take?

0 - 3 months (<3)

I don't know


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

(3)
4.7

Ease of integration using standard APIs and tools

(4)
4.5

Quality and availability of end-user training

(3)
4.7

Ease of deployment

(4)
5.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(4)
4.5

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(4)
4.5

Quality of technical support

(4)
4.5

Quality of peer user community

(4)
4.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(4)
4.3

Incident and Problem Management

(3)
4.3

Change, Configuration and Release

(2)
3.0

Self-Service/Request Fulfillment

(3)
5.0

IT Knowledge Management

(3)
5.0

Reporting and SLA Management

(3)
4.3

Process and Workflow Design

(3)
4.7

Data Source/ITOM Tool Integration

(2)
5.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Application Lead

Development/Integration

Functional Assessment

Rollout and Install

User Training

Vendor/Product Selection

Maintenance and Support

Technical Assessment

Vendor Management


What other vendors were considered?

Microsoft

BMC Software

Cherwell Software

iSupport

Landesk

ServiceNow

TOPdesk

Zendesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process outcomes

Drive innovation

Improve business process agility

Improve supplier or partner relations


What were the key factors that drove your decision?

Product functionality and performance

Strong customer focus

Strong services expertise

Strong user community

Breadth of services

Overall cost

Pre-existing relationships