What do you like best about the product?

We can update fields and messages from Zendesk to Monday. I can create a new item on Monday by using Zendesk fields information and messages. So I can generally push data.

What do you dislike about the product?

We can not create a new ticket from Monday to Zendesk and I can not update any field and message. We must do them. I used another integration for them. We have to create new customers but we can not do it.

What problems is the product solving and how is that benefiting you?

It is helping us with the department. Some customer does not know English and knows Turkish. So we create the Turkish language department and the English language department. So every customer gets in touch their language.

What do you like best about the product?

Não cheguei a precisar acionar muitas vezes o suporte, pois a ferramenta é extremamente auto explicativa, mas quando necessário oferece uma infinidade de materiais de ajuda, assim nem chego a acionar o suporte via chat

What do you dislike about the product?

Ainda não tive um ponto negativo para descrever

What problems is the product solving and how is that benefiting you?

Integração de vários meios de comunicação para atendimento ao cliente em uma só ferramenta completa inclusive com relatórios e painéis de dados

What do you like best about the product?

Zend Desk is user-friendly and flexible to adapt to your business needs. It is powerful in offering great options to customize things to your requirement. Trigger and Automation are so far the most powerful tool. I also, love the explore Reporting and Analytical tools. Better than all the other services available in the market.

What do you dislike about the product?

Some basic stuff is missing which I am surprised to know that the ZenDesk product team has been working on adding for years. Lookup relationship fields missing from Explore, Not being able to add missing fields to the closed tickets. No Rich text option when you set up notifications through automation, No audit logs or stats are available on the explore for notifications sent through the automation.

What problems is the product solving and how is that benefiting you?

Zendesk Support helped in solving many issues. A few noticeable are helping to edit Email Templates, help in adding post functions in Jira to change adding internal notes in ZenDesk etc.

What do you like best about the product?

The ability to maintain an internal knowledge base and then have support workers use and search that knowledge base from within an inbounded ticket is very useful.

What do you dislike about the product?

I emailed my Account Executive to say I was having an urgent problem (our folders in our Help Center weren't working, and customers were inbounding about it). The AE didn't respond for 2 weeks, and when she did, she asked "is this issue resolved?" I should hope so, considering it was an urgent problem that happened two weeks ago. (I did get someone from ZD support who helped me identify the problem same day.) I was shocked and that it took this person two weeks to respond to my email, and appalled at her nonchalant response. I responded a couple weeks later to say how disappointed I was in Zendesk's customer service, and now it's been 8 days and I still haven't heard from my AE. For a company whose entire existence is about enabling organizations to have top-notch customer support, its support of its own customers is atrocious. While I'm grateful to the individual support team member who helped me solve my issue, the relationship my AE has created is nothing short of terrible.

I've been working with Zendesk for 2 years, and in the few times I've had to reach out to support, I've generally had a negative experience. Because I don't often need to submit a ticket, when the need arises, I find it almost impossible to figure out how to do so. It's not intuitive at all. And on top of that, It's almost impossible to get immediate support. Having these experiences over time taught me to try to solve everything myself and to try to avoid ZD support at all costs. Any time I did figure out how to submit an issue, I was unable to simply start a chat with ZD support using the chat bot. This was especially frustrating because that chatbot really makes it seem like you're going to talk to a live person, and then suddenly it shows a message indicating that you'll receive a response within 2 days. I'm honestly surprised that for a company whose entire existence is about enabling organizations to have top-notch customer support, it does such a poor job of supporting its own customers

As an additional frustration, I reached out to ZD Support to say that while I was setting my folders to automatically sort alphabetically, I wasn't seeing this actually happen. It turns out that Zendesk build this feature to sort articles on the front-end, but the back-end doesn't sort articles based on the user's configuration at all. This makes it difficult if not impossible to know for sure what customers are seeing when I'm working on articles in the back-end. This is a half-baked feature, and I'm shocked Zendesk felt this feature was appropriate to release when it was only half-done.

What problems is the product solving and how is that benefiting you?

Currently I don't find that Zendesk is solving any problems that are helping me. As a technical writer, I spent my days writing in Zendesk's back-end. I find their Guide feature sorely lacking in small and large features that make technical writing quick and easy for a documentarian, as well as making the search experience efficient for my users. The Guide product is an after-thought compared to the Support product.

What do you like best about the product?

Easy to use, intuitive, and you can really build some neat things explicitly customized for your org's setup if you are creative and understand the boundaries of what Zendesk can and cannot do.

What do you dislike about the product?

Sometimes triggers and automation setup did not work as intended. Zendesk Support Suite still cannot take the place of an actual CRM like HubSpot or Salesforce.

What problems is the product solving and how is that benefiting you?

Being able to answer customers efficiently and not having to spend a ton of time understanding how to navigate the system. The Zendesk team did a great job designing the UI and therefore made it easier to train new employees.

What do you like best about the product?

With Zendesk, you can do multiple tasks. You can make calls, send emails and chat.

What do you dislike about the product?

None so far. Everything is working fine at the moment.

What problems is the product solving and how is that benefiting you?

Responding to customers' emails is easy with Zendesk. It stores MACRO that you can use to answer an email. You can also see all the emails you answered and saved in one folder.

What do you like best about the product?

Incredibly customizable. Do not need outside support to build views/macros/emails, etc.

What do you dislike about the product?

Better organizations of macros would be a plus

What problems is the product solving and how is that benefiting you?

Way to manage customer service for 20+ CS email addresses in one place

What do you like best about the product?

Zendesk provides everything in one place, which is very useful. It helps organizations to bring up all channels quick: Knowledge Base, Community, Support Email, Web, Chat, and phone. It supports a lot of integrations and customizations.
Extensive documentation is a good example for organizations on "how to do it" right.
API is powerful, well documented, working reliably, and is a good addition to the UI.

What do you dislike about the product?

However, the implementation is minimalistic and often insufficient, like Community, for instance. New features and improvements are coming to Zendesk too slowly. Visual component, though very distinguishable, is lacking behind the competition. UI/UX workflows haven't changed in years.
Yes, Zendesk has extensive, and probably one of the best documentation repositories, however, zendesk doesn't share its best practices with its customers, not only in the documentation world but in the support world as well.
Interestingly enough, that company whose entire business is helping others build support organizations doesn't have good support. Support managers do not open tickets with Zendesk support motivating it that it won't be answered anyway. Essentially, if you can't do something with zendesk - you are on your own.

What problems is the product solving and how is that benefiting you?

Zendesk provides Support, Knowledge Base, Customer Self service, all in one place with one tool:
- Self Service
- Knowledge Base
- Commiunity
- All Support Channels
- integrations.

What do you like best about the product?

I am not impressed by Zendesk. It's not intuitive or easy to use.

What do you dislike about the product?

The length of time and quality of support is unbelievable given its business case. Several issues including multiple business days inbetween messages.

What problems is the product solving and how is that benefiting you?

A central place for interacting with customer issues.

What do you like best about the product?

We have found many benefits thanks to the Zendesk Support platform; it has a wide variety of tools that end up providing an excellent experience and harmony in the workplace of each person within the company. But one of the things we like the most is that they have a simple interface at the time of use and they have a support team of category where they are always present and available for any inconvenience that may arise, every request we made was answered very quickly and with different possible solutions. Another thing we love is that we can have and manage multiple projects in the same place; this has been a great help in facilitating the centralization of information.

What do you dislike about the product?

We have not had any relevant dislikes, in the beginning, we had some problems, but all have been solved as they have released updates to improve the platform. However, it is essential to consider the annual cost of the license since it will become a little challenging to get it if you are a small-medium company that is starting. However, once you get tools like the ones the Zendesk platform offers, you will have a much simpler and harmonious working life.

What problems is the product solving and how is that benefiting you?

Without a doubt, we have obtained great benefits since working with the Zendesk Support platform, among which we can mention a better relationship, communication and interaction with our customers ensuring their quality and professional support within the experience they may be having based on our service. In short, we can say that the Zendesk platform has a customer support function through web chat, social networks, email, and a ticketing system that can be channeled from a central point.