What do you like best about the product?

What I love most about Zendesk is that I'm able to interact with other departments within the organization by simply raising tickets. I'm also able to open pictures, files, and videos sent by customers via email. I also love the fact that I'm able to choose if I would like my email to be internal or public.

What do you dislike about the product?

It sometimes shows the incorrect time of breached tickets. When I try to send an email it sometimes says email not sent please try again!

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

It acts as a communication tool which helps us send and receive emails much quicker. Im also able to use the support and the guide system which is found on Zendesk, it helps me find anything that I might be looking for at that time as I could easily just search for it.

What do you like best about the product?

Zendesk is easy to integrate with many other tools, and Zendesk Report offers a wide range of features that allow you to get a lot of insight into how your business is doing.

What do you dislike about the product?

I can't customize the ticket status in Zendesk. It only has New, Open, Pending, On-hold and Solved.
It's also disappointing that there's no textbox for Agents to summarize or comment on the ticket as a whole, rather than in threads.

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

My company has multiple support teams for different products.
We use Zendesk across the company, we can share custom tools, and Zendesk's built-in reports give us a quick and easy overview of our ticket status.
Zendesk's built-in reports allow us to get a quick and easy overview of ticket status.

What do you like best about the product?

Ease of use, super friendly to naviagte which is super nice as this can help agents and leaders to be productive

What do you dislike about the product?

Currently, Zendesk doesn't have the feature on chat where agents can see what the customers are typing so agents can anticipate what the potential reply

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

In my company, when a healthcare professional reach out regarding booking a shift, we are able to assist them in booking shifts which means it gives us more revenue

What do you like best about the product?

Extremely customisable for Zendesk Admins

What do you dislike about the product?

Extortionate for non-enterprise business. Very slow support provided, and it's all copy-paste/automated with no human touch. Zendesk want to charge high price for automated usage without providing any drill-down or break-down how these were used, which is a functionality that was free for years.

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

Efficiently manage all customer queries in a central place and give visibility to most agents

What do you like best about the product?

I love the ease of use and highly understandable user interface. I use Zendesk frequently and love the number of features it provides.

What do you dislike about the product?

Sometimes Zendesk can be a little wonky and makes me lose my work. While this is not as often, I figured worth mentioning. Also when sending a new ticket on the first send the message doesn't actually go through and requires a second try.

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

Helping manage income messages and to be able to queue them accordingly.

What do you like best about the product?

Price is right for SMB. Quick to stand up. Plenty of out of the box integrations that worked with a little config.

What do you dislike about the product?

Lots of emails. Lots and lots of emails.

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

Migrated from OTRS ticketing system to a paid solution that was more stable and easier to train. It tracks all our IT tickets and user complaints and is easily visible between a small IT team.

What do you like best about the product?

1) Bound together Correspondence and easy to use
2) Adjustable Work processes
3) Significant level Examination
4) Reliable Coordination
5) Flexibility

What do you dislike about the product?

1) Assessing
2) Assumption to learn and adjust
3) Execution
4) Real time on call customer support is not available

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

Problems solved by the Zendesk Backing Suite:

- Partitioned Correspondence
- Clashing Cycles
- Confined Encounters
- Compromise Issues
- Adaptability Troubles

Benefits:

- Extended Viability
- Better Client Experience
- Further created Pieces of information
- Steady Compromise
- Adaptability

What do you like best about the product?

I’ve been using Zendesk Support Suite since the end of April, and my experience so far has been overwhelmingly positive as I have used this every day since we onboarded.

Ease of Use: Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability, ensuring that settings and features are not buried under layers of complexity. This makes it straightforward to implement and deploy new features as needed. While there was a bit of a learning curve with the reporting tools, this was primarily due to the custom needs I had. Fortunately, my admin was able to not only meet but exceed these needs, making the investment in learning well worth it.

Onboarding Process: The onboarding process exceeded my expectations. It was simple and well-supported, with our sales representative guiding us through much of the setup and training. This hands-on approach made it extremely easy to implement Zendesk and get our operations up and running quickly.

Features and Functionality: One of the standout features is the ticketing system, which I find very easy to manage. It allows me to effortlessly keep track of requests and address our users' needs efficiently. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports, which has significantly improved our decision-making process. The platform’s overall simplicity in customization has been another major advantage, enabling us to adapt it perfectly to our workflows.

Performance and Reliability: I’ve experienced no notable impact on performance and have had no reliability issues with Zendesk Support Suite. The platform has been consistently reliable, allowing us to maintain our support operations without any unexpected downtime or disruptions. This level of performance stability is critical for ensuring that our customer support runs smoothly.

Value for Money: The value-for-dollar ratio with Zendesk Support Suite is high. The time savings alone, coupled with the powerful reporting capabilities, have saved me more than the cost of implementation for the year. This makes Zendesk not just a cost-effective choice, but a strategic investment in our customer support infrastructure.

Customer Support: The support from Zendesk’s team has been excellent. The sales process was refreshingly non-pushy, with our agent focused on understanding our needs and ensuring we were set up correctly. Even after implementation, our agent continues to check in regularly, offering support as needed.

What do you dislike about the product?

Integration with Microsoft Teams: While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams. As I transition our company to using Teams as our main method of office communication, having a more seamless and feature-rich Zendesk integration would allow us to move most of our support structure directly into Teams. This would greatly enhance our efficiency and collaboration, making the support process even smoother.

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

Zendesk has provided me with a robust management solution for handling both user requests and internal project tracking. Before implementing Zendesk, managing these processes was time-consuming, and there was no centralized source of truth or a dedicated area for users to reach out to. With Zendesk, I’ve been able to standardize the support process, which has significantly improved efficiency. This standardization has enabled me to handle more requests and projects while providing more granular insights into each open issue. The ability to centralize and streamline these processes has been a game-changer for our operations.

What do you like best about the product?

Views that you create for teams members and managers

What do you dislike about the product?

UX can be a bit old looking compared to other software

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

managing tickets with system admins and partners

What do you like best about the product?

-Any channel your customer has, you can also chat with them back via your agent view
-I spent many years as a support agent and this platform really enhanced my days as a support agent; saving so many manual tasks via triggers, automations and macros
-There's so many features that exisit on the platform and if it doesn't exist I'm empowered to create my own
-I love a good help center that give it's end users the autonomy to solve their own issues and then have immediate access to 5 star support through whatever channel they choose
-I love having a community on so many different slack domains/channels; I feel like I can get a thread going with anyone talking about various topics. It's a really nice outlet when you're an admin stuck on a problem working remote by yourself.

What do you dislike about the product?

-Admin sidebar always collapsing on me, I get it's supposed to be sleak, but needs a bit more fine tuning. I don't click on the buttons in the admin center, I type what I need to get to and go from there. So when I'm typing and my sidebar disappears, it costs me an extra second or two, but I'm a real stickler on that second or two in 2024 lol.
-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever.

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

Creating a seamless way to interact with customers and keeping the support at a high quality standard