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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
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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!
Great Product, Poor Support
What do you like best about the product?
The Support Suite is very robust. Internal communication options are varied, allowing you to work in the product of your choice and link that internal communication to the ticket through integrations with Slack, Teams, Jira and more. Managing ticket routing is easy with triggers and automations to make sure the right teams are addressing the issue submitted and having managed canned responses for your agents is easy using their macros.
Having worked as both an Agent, Manager and Admin in Zendesk, the permissioning works well to make sure the right roles have the right access to best accomplish their responsibilities.
Having worked as both an Agent, Manager and Admin in Zendesk, the permissioning works well to make sure the right roles have the right access to best accomplish their responsibilities.
What do you dislike about the product?
If you have any issues with the system, you will have trouble getting resolutions from the Zendesk Support team. They will often not do basic troubleshooting, investigate examples you've provided, and sometimes not even provide resolutions. While their Support team used to be fantastic, it has decreased significantly in the past few years, first when they went to a swarming support method and then a significant drop again when they went private in 2022.
Posting issues on their community boards for their product will be hit or miss if you ever get a response from the Product team, and even if you do, the follow-up the Product team will likely not align with any dates or timelines they have provided you. Ex. If they say to expect an update by the end of the year, you might not hear anything for two years.
Posting issues on their community boards for their product will be hit or miss if you ever get a response from the Product team, and even if you do, the follow-up the Product team will likely not align with any dates or timelines they have provided you. Ex. If they say to expect an update by the end of the year, you might not hear anything for two years.
What problems is the product solving and how is that benefiting you?
The ease of insight across teams into the tickets that need to be managed and prioritizing which tickets are managed first through Zendesk's SLA features helps our departments stay informed and on top of important customer issues.
Great for cookie cutter companies, terrible for anything else
What do you like best about the product?
It's a simple, easy, shiny solution to get a support solution live quickly
What do you dislike about the product?
It's ridiculously expensive for what it offers. There's silly limitations like editing closed tickets that aren't supported (something about cold storage), and any level of beyond-basic customization is impossible. I've heard from others in the industry that Zendesk is more common in the enterprise space, but I genuinely don't understand how this is possible unless the larger the company, the more standardized their processes become? Additionally, their reporting is terrible, and their customer support is abysmal. Run away from this product and spend the up-front investment in something like Salesforce Service Cloud that will actually support your business model and provide you with reasonable discounts. Oh, and when you're fed up with the product and ready to switch, good luck migrating. Their data migration is terrible, so you basically have to use an API script to pull everything to a manageable CSV file, and per their documentation, the second your contract expires, your instance is lost to the nether - they give you zero room to come back to them.
While Zendesk is aware of their many issues, progress is painfully slow, and they seem to prioritize shiny new features over fixing their existing product. This priority shift perfectly sums up my experience with Zendesk - it's all about the polish and marketability at the sacrifice of the actual usability of their product.
While Zendesk is aware of their many issues, progress is painfully slow, and they seem to prioritize shiny new features over fixing their existing product. This priority shift perfectly sums up my experience with Zendesk - it's all about the polish and marketability at the sacrifice of the actual usability of their product.
What problems is the product solving and how is that benefiting you?
Managing Support Requests
Zendesk Support Suite
What do you like best about the product?
Zendesk is user-friendly. It was the very first customer service software that I used and I did not have a hard time navigating. I tried emails and chats, and it was very helpful that it opens a new tab.
What do you dislike about the product?
What I dislike about Zendesk is the interface for the canned responses. Sometimes, it appears disorganized and I couldn't seem to easily find the one I was supposed to use.
What problems is the product solving and how is that benefiting you?
Zendesk is quite helpful in providing excellent customer service when it comes to chats and SMS. The live chat option can be opened in a separate tab and it easy to use.
Easy to Learn and Manage
What do you like best about the product?
Ability to create and easily use response templates. Customer contact management is reasonably straight forward. Integrates well with email so your customers can reply via email.
What do you dislike about the product?
Some of the submit choices could be more intuitive. The search function doesn't seem as powerful as it could be. Doesn't pick up on duplicate contacts very easily.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is solving the problem of customer inquiry management. Many of our customers have a contact within our organization, but at a certain point they 'graduate' to ongoing support, which utilizes Zendesk to communicate with customers and solve their incoming tickets.
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