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Zendesk is super easy and affordable
What do you like best about the product?
Everything is in one place, and it is super easy to manager our client care care team.
What do you dislike about the product?
I dont love the analytics platform, i wish it was a little more like excel.
What problems is the product solving and how is that benefiting you?
I like that everything is in one place.
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Best Support Suite
What do you like best about the product?
The ability to view other co-workers who are working on a ticket at the same time and easier collaboration.
What do you dislike about the product?
I wish that we had the ability to forward emails externally in an easier way.
What problems is the product solving and how is that benefiting you?
The ability to solve tickets in a faster manner while also making it easier to work on multiple tickets at once.
It was a decent tool and the new changes have made it unusable
What do you like best about the product?
Callum and team are attempting to help us maximize our use and are listening to the feedback where the changes have fallen short.
What do you dislike about the product?
Nobody enjoys a cost increase. The changes that are made to chat have made our team less productive. They are moving in an AI type of situation while we are still wanting to offer our higher tiered customers human contact.
What problems is the product solving and how is that benefiting you?
Chat was great and helped us identify when a customer was getting stuck at checkout or something similar. The new agent workspace will take that away. "Ease of use" below - let me explain that the tool itself is easy to use before agent workspace. The reporting features are a bit of a nightmare and now we will have to start over. This is a catastrophe.
Easy to implement. Amazing support. Excellent product!
What do you like best about the product?
All chanells are combined and easy to naviate through.
What do you dislike about the product?
Open tickets tabs can be confusing at times.
What problems is the product solving and how is that benefiting you?
Keeping track of issues and linking them to customer incidents. Easy to review, track and provide resolutions.
Easy to use and effective
What do you like best about the product?
We use Zendesk Support Suite primarily for the knowledge base "Guide" component. In our experience it strikes the perfect balance between ease of use and power and ability to customize. With third-party themes and components available you can do almost anything you want with little to no custom coding.
What do you dislike about the product?
Zendesk support is hit or miss in terms of helpfulness.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
I'm very interested in using Zendesk Gather as a customer forums solution, but it's very basic and there aren't many resources available to support it.
What problems is the product solving and how is that benefiting you?
Our knowledge base is a key driver in ticket deflection and supporting self-serve and scalable growth. It's easy to use for both internal users and customers, search optimized, and customizable.
Great to track open items
What do you like best about the product?
The ability to write internal comments on tickets and tag people allow for all communication on a ticket in 1 place
What do you dislike about the product?
Some of the integrations with other systems could be more robust.
What problems is the product solving and how is that benefiting you?
Centralized place for clients to ask questions and get resolutions. Also easy to identify when new knowledge base articles would be useful.
Great product, but account manager is slow to respond
What do you like best about the product?
Add on Applications to customize the business data and communication needs
What do you dislike about the product?
I have been trying to change our subscription for 4 months and still do not have a result. I've been overcharged for months.
What problems is the product solving and how is that benefiting you?
Communicating with our customers is easy. The Zendesk account manager should try doing that when his customer has been asking for something since April.
Zendesk is a great solution for small and medium companies
What do you like best about the product?
The ability to quickly and easily assign incoming tickets based on customer triggers and then apply automations. ALSO the ability to only accept tickets from specific domains, a great option for an emplyee-facing help desk
What do you dislike about the product?
while the kind of paid support you can get when you're first setting up is AMAZING
the kind of tech support you can get access to either for free or AFTER you are already setup is middling at best
the kind of tech support you can get access to either for free or AFTER you are already setup is middling at best
What problems is the product solving and how is that benefiting you?
taking multiple inboxes, email, instagram, facebook, other social media, even potentially sms, and phone calls and combining them into one or many specialized workspaces, it is a GAME CHANGER for companies who dont have the ability to purchase more specialized tools or develop their own tools
Zendesk's do-it-yourself approach to their product leaves customers in the dark.
What do you like best about the product?
The interface is better than most but the ability to customize or understand what is available is largely shielded in the company FAQs.
What do you dislike about the product?
No support in customizing Explore reports, ticket forms or getting basic feedback on when updates to Agent Workspace could be expected. I have given the same feedback for over 3 years and have continued to receive feedback from other ZD customers about the same issues I have reported with no acknowledgment from ZD.
What problems is the product solving and how is that benefiting you?
Currently, nothing is being solved, only sold. We have had numerous tickets and complaints in writing regarding Agent Workspace that has not been resolved and yet we are frequently given a sales pitch to return to Agent Workspace. Our team has had to review countless FAQ articles, trial by QA, and discussions with other companies that use Zendesk and live chatting support to reach a decision about not moving forward with Agent Workspace. The only plus here is that we were able to revert back to ZD without AW.
Get's the job done!
What do you like best about the product?
I really apprecaite the Apps and Integrations. With Zendesk not quite having everything a certain businesses' operations might need right out of the box, allowing others to develop Apps that solve those problems is incredibly valuable and helpful.
For example, the Tasks app is critical to our day to day operations.
For example, the Tasks app is critical to our day to day operations.
What do you dislike about the product?
The least helpful thing is probably that the skills based routing historically hasn't worked in a way that intuitively makes sense and is effective operationally. This was originally one of the selling points that lead to us choosing Zendesk, but it has never worked and the proposed enhancements to make the feature actually usable still seems to be in development.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
Likewise, it is very rare that some sort of issue or usability oversight gets addressed in a timely manner, if ever.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to effectively manage our Professional Services operations (Implementation, Support, Account Management, Consulting). We have structured workflows for completing various operations and we are continuously building out new operations and refining our old ones.
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