Comments on: Be a Tech Support Hero with Zendesk

By: Edward Wong

Edward Wong — Thu, 11 Jun 2009 14:16:38 +0000

I had a chance to test Zendesk, Spiceworks, Web Help Desk and Kayako but none of them were able to suit our company needs like Help Desk Authority. We liked that you received both windows and web interfaces and that it integrated with active direcotry. Other pluses for us were the built-in knowledgebase, asset management and the fact that the price tag was very reasonable.

By: Adria

Adria — Thu, 28 May 2009 22:35:38 +0000

@Ted Goldberg,

Interesting. I look forward to Zendesk putting up case studies like Google has been doing or the interesting videos that @37Signals shares from their users.

It’s hard to think outside the box on software so storytelling helps!

By: Ted Goldberg

Ted Goldberg — Wed, 27 May 2009 19:46:44 +0000

@Adria,

Albeit Web Help Desk does offer a SaaS hosted option like Zenny, we kept it in-house with their on-premise license. We needed inventory tracking, customer satisfaction surveys, and more agent ticket routing flexibility.

Zendesk tended to be a bit more “issue tracking” only. We needed full service desk functionality right out of the box. It’s a great little issue track app, no doubt…it just didn’t fit our service management offerings like Web Help Desk does. :(

Cheers.

By: Adria

Adria — Wed, 27 May 2009 18:53:20 +0000

@Ted Goldberg,

What sort of flexibility does Web Help Desk provide that you see lacking in Zendesk?

By: Andrew Phelps

Andrew Phelps — Wed, 27 May 2009 16:36:52 +0000

I have tried Zendesk but went back to Spiceworks as it intergrates with a IT inventory which helps track issues with machines as well as users

By: Ted Goldberg

Ted Goldberg — Tue, 26 May 2009 18:59:11 +0000

Nice presentation, but sorry….I still like my Web Help Desk. I need that liiittle extra bit of flexibility. Zendesk is great, just not for my needs. Thanks again for the presentation. Cheers!