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.

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.

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.

I have been using Zendesk for a year.

Zendesk is stable and performs quite reliably.

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.

I have never had to interact with Zendesk's support team.

Negative

I have previously used ServiceNow, Co-Common, and GLPI.

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.

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.

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.

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.