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It was a great experience using zendesk.
What do you like best about the product?
Zendesk is really helpful it helps agent to streamline process and communicate with the users are recorded in tickets. Tickets reflect the conversations help agents have with customers. Zendesk tickets can come in via many different ways; email, webform, chat and many more.
What do you dislike about the product?
There should be more ways to get data insights in the zendesk and more ways to visualize the data according to the process requirements that will be really helpfull.
What problems is the product solving and how is that benefiting you?
We use zendesk for the backend process it helps us in managing workforce and handling ticket more effectively and efficiently at the same time. It has some really good features for agents.
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Review by user
What do you like best about the product?
Zendesk is user friendly and most helpful for anyone. It's an easy going CRM which helps each and Evryone to learn easier and faster.
What do you dislike about the product?
There is nothing Nischay to dislikes expect raising the ticket in ZD is lil tough
What problems is the product solving and how is that benefiting you?
Helps is solving each customer issue easily
The system is very good for our company.
What do you like best about the product?
System with various possibilities for integration and solutions.
What do you dislike about the product?
The ease in serving our customer.
What problems is the product solving and how is that benefiting you?
The communication with the external client and also the opening of tickets with internal clients.
It's amazing platform
What do you like best about the product?
I like the way they understand the needs of their customers.
What do you dislike about the product?
Customer support needs some changes and everything is fine
What problems is the product solving and how is that benefiting you?
Chat phone email all in one place
Zendesk for Customer Support
What do you like best about the product?
Easy navigation, intuitive interface, fast and efficient.
What do you dislike about the product?
Searching functionality could be more comprehensive
What problems is the product solving and how is that benefiting you?
Provides an easy and efficient communication platform for Customers and CS
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.
Zendesk overall review
What do you like best about the product?
One of the most useful applications in my corporate life. Use friendlyness of the tool make this stand apart from the competitors also customer support is excellent
What do you dislike about the product?
Not anything specific but still I would recommend you work ondark themes and interface
What problems is the product solving and how is that benefiting you?
To take all the details in loop and take opinions
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
Added Feb 3, 2025
While their product offering is generally good and very thorough working with their various teams continues to be a nightmare,
In Sept of this year I let them know of our intent to switch from a yearly subscription to a monthly subscription for our subscription ending in Feb 2025 and then I reached back out in January and then I was told that their contract does not allow a monthly subscription after being on an annual subsription. Further more no where in the contract that was signed does it indicate that a customer is not allowed to switch from an annual back to a monthly subscription.
While I understand what they are trying to do from a business standpoint, their business practices and the way they treat their customers are extremely shady. If I were you I would try to find another company to work with.
- 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
Added Feb 3, 2025
While their product offering is generally good and very thorough working with their various teams continues to be a nightmare,
In Sept of this year I let them know of our intent to switch from a yearly subscription to a monthly subscription for our subscription ending in Feb 2025 and then I reached back out in January and then I was told that their contract does not allow a monthly subscription after being on an annual subsription. Further more no where in the contract that was signed does it indicate that a customer is not allowed to switch from an annual back to a monthly subscription.
While I understand what they are trying to do from a business standpoint, their business practices and the way they treat their customers are extremely shady. If I were you I would try to find another company to work with.
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
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