Zendesk Suite
ZendeskExternal reviews
External reviews are not included in the AWS star rating for the product.
Comprehensive Platform with Great AI, But Salesforce Still Edges Ahead
User-Friendly Ticketing with Room for More Product Categories
Daily feature requests have been organized with tickets but workflow still needs improvement
What is our primary use case?
What is most valuable?
The best features Zendesk offers include being a good alternative to GitHub issues, but I don't know what else it offers beyond that.
When I say it's a good alternative to GitHub issues, it was just something different, and I'm not sure why exactly we ended up using that one over GitHub.
Zendesk has not positively impacted my organization.
Things mostly stayed the same in terms of workflow, communication, or ticket management when my team switched to Zendesk.
What needs improvement?
I don't have any suggestions on how Zendesk can be improved.
For how long have I used the solution?
I have been working in my current field for eight years.
What do I think about the stability of the solution?
Zendesk is stable in my experience.
What do I think about the scalability of the solution?
Zendesk's scalability is fine.
How are customer service and support?
I'm not sure about the customer support for Zendesk.
How would you rate customer service and support?
Negative
Which solution did I use previously and why did I switch?
We used GitHub issues, and I wasn't there when we switched to Zendesk.
How was the initial setup?
I'm not sure how Zendesk is deployed in my organization; we just access it via a website.
What about the implementation team?
I was not involved in the pricing, setup cost, and licensing.
Which other solutions did I evaluate?
I was not involved in evaluating other options before choosing Zendesk.
What other advice do I have?
My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at.
My company does not have a business relationship with this vendor other than being a customer.
My overall review rating for Zendesk is 6.
Robust Reporting and Ticketing, But UI Needs Simplification
Provides fast setup and useful dashboards but needs better customization and formatting options
What is our primary use case?
My main use case for Zendesk is providing support for customers. I use Zendesk to support my customers when they open tickets because they are having issues with the applications we support. For example, if something on the application isn't working well, then they open tickets through Zendesk.
I sometimes use Zendesk for extracting a few reports and some statistics from it, but that is the only different use case that I have for Zendesk.
What is most valuable?
One of the best features Zendesk offers is the dashboards. What I appreciate most about the dashboards in Zendesk is that the tables come in a data frame format, which is visually easy to understand. The dashboards generate data from the tickets automatically, and they are easy to configure as well.
The positive impact of Zendesk on my organization is the cost. Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Zendesk has an API feature which you can use for extracting data from it, but I don't use it too much, so there isn't much I can say about the API.
What needs improvement?
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple. Zendesk could allow us to personalize our text with way more features, such as different text fonts or using HTML tags for creating tables.
I chose a rating of seven out of ten because, as I mentioned, it doesn't support HTML on the text formatting, and the windows are not well customized. Sometimes a few windows take more space than is necessary, and it doesn't let us customize our home page and a few other things, which makes me believe Zendesk is missing out on a few things compared to ServiceNow.
For how long have I used the solution?
I have been using Zendesk for a year.
What do I think about the stability of the solution?
Zendesk is stable and performs quite reliably.
What do I think about the scalability of the solution?
Regarding Zendesk's scalability, we haven't had to scale up or down because we don't have many tickets that need scaling. For now, Zendesk is handling our payload quite well.
How are customer service and support?
I have never had to interact with Zendesk's support team.
How would you rate customer service and support?
Negative
Which solution did I use previously and why did I switch?
I have previously used ServiceNow, Co-Common, and GLPI.
How was the initial setup?
My experience with pricing, setup cost, and licensing is that it is easy to understand and straightforward. It was easy to buy and to license.
What was our ROI?
I have a sense of the return on investment. To be honest, I don't have the data, but I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
Which other solutions did I evaluate?
Before choosing Zendesk, we actually evaluated ServiceNow as an option, as we do have ServiceNow for a few teams. However, Zendesk is cheaper, so we couldn't license ServiceNow for all agents. For a few of them, we used Zendesk.
What other advice do I have?
I cannot estimate how much we have saved due to the lower cost and good support from Zendesk since I don't have direct access to the data, but I know that we saved a lot.
My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option. You will save costs and provide good support with easy configuration and many features for a lower price.
I was offered a gift card for this review.
I don't have any additional thoughts about Zendesk before we wrap up. However, they could change the layout of Zendesk a bit to look more like ServiceNow, as ServiceNow actually has a good-looking layout. If Zendesk changed to look more like ServiceNow and allowed users to customize their layout, I believe Zendesk could be better, but it's good already for the price. I gave this review a rating of seven out of ten.
Which deployment model are you using for this solution?
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Automated Replies Are Great, But Some Drawbacks
Great Support Community, But Frequent Issues Disrupt Workflow
Robust Features, Steep Setup Curve
Potential for Product
What we have to look forward to are the AI tools.