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A comprehensive customer support platform designed for all kinda business models.
What do you like best about the product?
The best thing about Zendesk support suite is its flexibility, versatality, Multi channel support , Its reporting and analytics tools
User friendly and easy to categorize the tickets /issues based on priority
It allows easy linking between other applications and makes it smooth to slide over multiple platforms
User friendly and easy to categorize the tickets /issues based on priority
It allows easy linking between other applications and makes it smooth to slide over multiple platforms
What do you dislike about the product?
Some downsides can be at times the platform interface can be overwhelming and navigation becomes difficult at first but otherwise a great and useful application
What problems is the product solving and how is that benefiting you?
All kinda severity issues from customers is logged in through Zendesk that makes it quick to act upon and resolve their problems with clear explanation and less hassle.
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Product has good offerings, but customer support/account management teams are terrible to work with
What do you like best about the product?
The product offerings are good, and it's highly customize-able to work for your enterprise organization,
We use Zendesk for our help center, which needs to be private and hidden behind an authentication. We were able to, with a bit of help from our engineers, hide our zendesk help center behind our saas cloud authentication and it was relatively easy to set up
We use Zendesk for our help center, which needs to be private and hidden behind an authentication. We were able to, with a bit of help from our engineers, hide our zendesk help center behind our saas cloud authentication and it was relatively easy to set up
What do you dislike about the product?
The customer support and account management teams are extremely lacking in knowledge
- our SMB account manager regularly does not respond to emails in a timely manner
- the platform knowledge of the support team/account manager is extremely lacking
- we have had an outstanding problem since February that required us to upgrade subscription, yet our problem is still unresolved
- despite multiple requests to the team working on our issues and communication that Zendesk is not working for us and preventing us from meeting our business goals, the account management team still does not respond to emails in a timely manner
- our SMB account manager regularly does not respond to emails in a timely manner
- the platform knowledge of the support team/account manager is extremely lacking
- we have had an outstanding problem since February that required us to upgrade subscription, yet our problem is still unresolved
- despite multiple requests to the team working on our issues and communication that Zendesk is not working for us and preventing us from meeting our business goals, the account management team still does not respond to emails in a timely manner
What problems is the product solving and how is that benefiting you?
An easy to use help center interface that is hidden behind an authentication (our saas platform)
Zendesk
What do you like best about the product?
Editable Views and creating views. Macros and creating macros.
What do you dislike about the product?
Workflows, how tags work, and the views are controlled by those tags.
What problems is the product solving and how is that benefiting you?
Solving keeling things organized, and an easy system to work.
Zendesk HelpDesk Guides have the most useless editor & WYSYWIG I've ever used
What do you like best about the product?
I'm only using Zendesk HelpDesk Guides for our product documentation. It's ok, decent permissioning and drafting features.
What do you dislike about the product?
There are some serious limitations to effective documentation that I would expect a leader like Zendesk to have figured out by now. Those limitations are:
1) There is no auto-save with Zendesk Guides. If your session times out, you're screwed and have to start again. This results in excessive saves which hinders version control.
2) The guides editor needs work. There is no support in the WYSYWIG for a colored notes/info box which should be standard in any knowledge base tool. Even Zendesks own documentation has these colored info boxes but they can only be done with custom CSS code.
3) Images in docs don't enlarge. This is another basic feature essential for product documentation that should have really been part of Zendesks MVP from day one. Full product screenshots often have lots of small text, unless you want to insert a massive image within your docs, most product screenshots are too small to read the details so being able to enlarge the image is essential. It's not possible with Zendesk without a third party paid tool and custom code. Seriously Zendesk, it's 2023... let me enlarge my product screenshots in a popup please!
1) There is no auto-save with Zendesk Guides. If your session times out, you're screwed and have to start again. This results in excessive saves which hinders version control.
2) The guides editor needs work. There is no support in the WYSYWIG for a colored notes/info box which should be standard in any knowledge base tool. Even Zendesks own documentation has these colored info boxes but they can only be done with custom CSS code.
3) Images in docs don't enlarge. This is another basic feature essential for product documentation that should have really been part of Zendesks MVP from day one. Full product screenshots often have lots of small text, unless you want to insert a massive image within your docs, most product screenshots are too small to read the details so being able to enlarge the image is essential. It's not possible with Zendesk without a third party paid tool and custom code. Seriously Zendesk, it's 2023... let me enlarge my product screenshots in a popup please!
What problems is the product solving and how is that benefiting you?
Zendesk supports our self-service product documentation. It works but should be so much better
Beware of draconian contract terms if you plan on reducing your agent seats on a multi-year deal
What do you like best about the product?
It's easy to use and has a rich feature set. Clever automations and macros. Guide (knowledgebase) is excellent.
What do you dislike about the product?
Multi-year contract locks you into paying for seats even when you don't need them. Answerbot is hard to get working properly. Some features come bundled even when you don't need to use them and you cannot tailor your subscription accordingly.
What problems is the product solving and how is that benefiting you?
IT helpdesk, change management, user guides
Great tools
What do you like best about the product?
Zendesk had become a great partner for my daily task in our organization. It is convenient to use and not too technical. This also has a lot of features that are very useful for daily communication.
What do you dislike about the product?
We may need support on how to easily do automation and how to integrate it into other systems or tools that we use every day. I hope that we can easily get access to support team.
What problems is the product solving and how is that benefiting you?
Zendesk provides a lot of options for us to communicate with our customers. To mention a few; phone calls and live chats. We're also able to create notes internally.
Fantastic for small, customer-facing teams
What do you like best about the product?
Easy administration. Voice recordings embedded in tickets. Mobile device support. Okta authentication. Canned dashboards. Stellar training platform. Excellent SMEs working @ Zendesk.
What do you dislike about the product?
Licenses can be costly. Adapting this for ITSM seems like it may be overwhelming. Reporting is a chore with any ticketing tool, so maybe they can incorporate some of that GPT-4 magic and have AI create reports/dashboards for us?
What problems is the product solving and how is that benefiting you?
We moved our agents off our internal VoIP solution and onto ZD Talk. This removed all the hurdles of dealing with the on-prem suite of tools + dealing with 3rd party support. The dashboards also give us great visualizaiton for data pertaining to calls & tickets.
Everything you need in one easy to use screen!
What do you like best about the product?
Everything is at hand! The app integration, the translation and how easy it is to create your personal views or assign work to somene else.
What do you dislike about the product?
The last update was weird, the place where you write your replies is too small
What problems is the product solving and how is that benefiting you?
Instead of using an email inbox to serve your customers, you use Zendesk where you can assign, create views, and reply, everything in one screen
Great Help Desk software
What do you like best about the product?
Best help desk tool to organize, manage and keep all the emails under one place for the same issue
its an internal and external great tool
its an internal and external great tool
What do you dislike about the product?
Not multi tasking, so its takes time
Not very secure
Not very secure
What problems is the product solving and how is that benefiting you?
Tickets from and to customers
Decent tool - could improve UI
What do you like best about the product?
easy place to consolidate and set up support teams. Easy collaboration and sharing of tickets.
What do you dislike about the product?
UI feels a little rough around the edges and there are a few functionality issues
What problems is the product solving and how is that benefiting you?
Consolidation of support requests. Way better than a barrage of slack messages!
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