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The proven leader in client/end user support & customer service platforms!
What do you like best about the product?
Zendesk has a solid mobile and web app. We like utilizing email transport to funnel support requests into the portal, where we can manage the scope of all support needs and requests, centrally.
What do you dislike about the product?
Zendesk has a little work to do with its Teams integration but they've been responsive in communicating their roadmap for continued development in this area of the platform.
What problems is the product solving and how is that benefiting you?
Zendesk helped us take our support requests out of individual Slack/Teams chats 1:1 and land those centrally, where our entire team has insight and viewability.
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Zendesk Agent Workspace Review for HR Service
What do you like best about the product?
- tracking inquires
- assigning inquires
- assigning inquires
What do you dislike about the product?
- cannot assign tickets to a Group it has to be an Agent
- limited reporting capabilities
- limited reporting capabilities
What problems is the product solving and how is that benefiting you?
tracking and assigning inquiries that comes to our HR shared service
Great Product not so great service
What do you like best about the product?
Overall I just really like the product it been good for our team.
What do you dislike about the product?
The delay on assistance when there is an issue or product. Thanks!
What problems is the product solving and how is that benefiting you?
Customer and Sales Team interaction and problem solving.
Great ticketing system, but of course there is still room for improvement.
What do you like best about the product?
Zendesk is our IT ticketing system at work. A few of my favorite features of Zendesk, is being able to work in one place without having to open other apps or pages. I like that we are able to build macro's for standard responses or responses for certain types of tickets we receive. Having different views is essential, especially from a manager's overview. I need different views to check on the progress of different individuals tickets. Another favorite, I dont think it's Zendesk, but a partner of Zendesk. The SweetHawk Super Suite was a great addition to our Zendesk.
What do you dislike about the product?
Since day one, the biggest complaint was the limit of 8 personal views. I was able to overcome this limitation by purchasing SweekHawk Super Suite, but I feel Zendesk should have provided another means to achieve this.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
If you have multiple domains, and single sign on using one domain, you will run into issues with multiple accounts being created for the same individuals. Zendesk does not have a good way to merge all of these users and prevent the extra account creations. For some, this may not be a big deal but for us it just makes our platform cluttered.
We have different departments wanting to use different customizations. It's hard to customize each one without making changes to everyone. I'm hoping the new workspaces fixes this issue. I would also prefer the ability for end users to make their own customizations for items. I understand the need to keep a standard, but there are some things that can be put into the user's hands for them to customize based on how they like it.
I've had issues with API integrations. We had another program/company that would create "investigations" and I wanted for each "investigation" that it would create a ticket into Zendesk for us. I never got it to work, and Zendesk finally removed that type of integration. I believe it is only limited to Oauth now.
My 2nd biggest issue/complaint is the SandBox. Majority of the time the Sandbox does not work or allow me to get into it. I have to end up deleting it and recreating one. There are certain features that you cannot test in the Sandbox either. I wanted to do more testing with the ChatBot and AI, but was very limited.
What problems is the product solving and how is that benefiting you?
Zendesk is adding more features to have an all-in-one place to go for customer support and helpdesk support tools. We are also able to get metrics on issues and conduct reporting on our tickets.
Looks Great, not as user friendly as I had hoped.....
What do you like best about the product?
I liked how clean it looked, and how when you opened a ticket all of the information you needed from previous interactions was there at your fingertips, you didn't need to go searching.
What do you dislike about the product?
The live chat service, it is/was terrible. There was no way for a manager to take over a chat. The chat transcripts automatically emailed, was nice but not necessary. Not having the live chat open on a different tab made it difficult for our team to navigate and it was over all not user friendly for us. We have since reverted back to the old chat system and it is working out wonderfully!
What problems is the product solving and how is that benefiting you?
It is allowing us to utilize one platform that all users can access to be able to assist our customers better. The live chat service is great and has cut down on the problematic phone calls so that we can focus on sales.
Pleasant Support Experience
What do you like best about the product?
Quick response-time, easy to work with, clear instructions
What do you dislike about the product?
The way the support messages flow through to email is kind of confusing in larger threads, but simple enough to figure out
What problems is the product solving and how is that benefiting you?
Platform set up - host-mapping issue
Zendesk is great to use!
What do you like best about the product?
Support gets back to you pretty quickly and gives you articles or answers your questions, straight forward. Zendesk provides a lot of training material and it's pretty easy to use!
What do you dislike about the product?
I wish that you could call Zendesk Support instead of it all being through chatbot or email. Sometimes you wonder if there are real people on the other side. On the plus side, the need for support is very rare.
What problems is the product solving and how is that benefiting you?
Before we used Zendesk, we were using a shared mailbox. It was very hard to keep track of and we had no real way of running reports or keeping track of bigger issues that were raised. Now we have a way better method and to ensure that no ticket or email is getting missed!
The ALL in one suite
What do you like best about the product?
Everything is easily accessible and grouped be it support documentation, ticket support, or even telephone and livd chat.
What do you dislike about the product?
Only thing I wish was that live chat was more easily accessible and configured (similar to intercom)
What problems is the product solving and how is that benefiting you?
Easily allowing support ticket inflow, responses, pre filled details and assignment. Additionally customer support documentation hosting.
Great at handling the essentials, challenging to customize at times
What do you like best about the product?
Zendesk has an easy-to-use, mostly intuitive interface that makes it easy to collect the right information from customers.
What do you dislike about the product?
It is difficult to get customers to stay "in the flow" between knowledge bases and support requests. Essentially, it would be wonderful to be able to allow our customers to easily flip between a knowledge base for existing k articles and a support request function. Also, the CRM integrations are a bit limited if you don't use Zendesk Sell, so follow-up campaigns and organizing customers into preferrer heirarchies can be challenging.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to easily audit customer complaints to remain in compliace during customer audits, as well as track (at a basic level) customer health and potential churn triggers.
Super helpful for keeping everything in one place
What do you like best about the product?
I'd say the most helpful part of Zendesk Support Suite is being able to have all of our outlets accessible for replies in one place. I've used Zendesk at two companies and this has been invaluable.
What do you dislike about the product?
The layout is a bit confusing at first and there's definitely a learning curve. I also don't like that you have to pay for adding agents when a company is small (under 10). This makes sense for bigger companies though.
What problems is the product solving and how is that benefiting you?
Allows our customer service manager to reply to customers quickly and she's able to track all conversations so nobody is left unanswered.
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