What do you like best about the product?

Ease of use, the mobile app is great, I love that it keeps up with all responses to tickets and will even link related tickets together to make tracking the scale of issues easier.

What do you dislike about the product?

It was not intuitive to setup, but it was not too difficult. it can create endless loops if an email request comes in from another support desk. Otherwise no problems.

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

We are tracking and maintaining our support tickets and histories. We can easily leave notes for other techs that will be working on the issue. we can view our history and see how we are doing.

What do you like best about the product?

I love how customizable the Support platform is for individual client needs. We can create reporting/metrics via a 3rd party vendors (Grow.com uses Zendesk API and Zapier) with all of our Zendesk data, including custom fields. Also, (though this makes two bests) their help center/knowledge base for using their platform is well kempt and updated farely often.

What do you dislike about the product?

The "included knowledge base with Support Suite" is garbage. It isn't easy to use and maintain from an Agent perspective. I think offering it as a free add-on shows that support ticketing is where they excel, and that the knowledge base is not a priority feature.

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

There is one platform issue we are having one recurring issue concerning the aforementioned custom ticket fields and 3rd party vendor. But what benefits we have realized is how responsive, clear, understanding, and thorough Zendesk's support techs, support architects, and engineering teams are any time we send a report request to them for simple or complex issues.

Recommendations to others considering the product:

Take advantage of API and integrations. Plan on using a separate platform for knowledge base software unless you have someone who intimately knows website creation.

What do you like best about the product?

Implement changes easily
UI is Friendly
Automation

What do you dislike about the product?

Very Black and White, need to add more colors to the interface.

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

Receive tickets from our Clients and solve their concerns and maintain records for each concern.
Also, integrated it into our KB articles for the help of support representatives.
Integrated Jira for T2/T3 analysis.

What do you like best about the product?

The layout and the support you receive when assistance is needed.

What do you dislike about the product?

Whenever the system goes down but then again, Zendesk is always there to help.

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

Customer-facing issues with ordered products.

What do you like best about the product?

The way you can automate ticket direction with keywords - gets the solutions brought to our users very quickly. Very organized in views and we can pull reports very easy.

What do you dislike about the product?

It is quite expensive for adding on new admins - in some cases, we need to have admins, and there is a big cost associated with the different views they have. Would like to see come down.

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

We are grouping issues together quicker and making smarter decisions because of what is coming in.

What do you like best about the product?

What I lke about using Zendesk is it allows you to easily handle customer requests through various channels. This allows for real time support and makes for a better customer service experience all around.

What do you dislike about the product?

There is nothing that I dislike about Zendesk.

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

Zendesk helps us solve customer inquiries in real time. This is a huge benefit and as mentioned above this makes for better customer service experiences which is very important!

Recommendations to others considering the product:

I think if you are running any kind of retail e-commerce store Zendesk is the way to go for customer support.

What do you like best about the product?

The entire interface is very intuitive and it makes supporting a lot of customers a breeze. It also helps that Zendesk integrates with most other tools we use.

What do you dislike about the product?

I wish Zendesk were more optimized for zoomed in screens. I sometimes zoom in to 150%, and the editing area in a ticket becomes such a small portion of the screen.

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

Helping customers in a timely manner.

What do you like best about the product?

Zendesk is really flexible, easy to use, and consistent in providing efficient customer support. What I love the most about it is its flexibility wherein you can integrate it to a lot of apps.

What do you dislike about the product?

Reaching out to the third party chatbot vendor is really challenging. I hope Zendesk would be able to provide advanced chatbot feature to customers so that we would no longer need to integrate it to third party chatbot.

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

I am solving problems with regards to ticket management, multichannel support, agent churn, customer dissatisfaction, system complexity and escalation. The benefits that I realized is that it is easy to use, it increases agent productivity, it saves time, it specializes in customer support and it is flexible and integratable to other third party apps.

What do you like best about the product?

The Zendesk suite is easy to learn and use.
Setup was quick and integrations are useful too.

What do you dislike about the product?

There are some integrations that are not currently supported, so some migrations would be needed, however overall that is not a major issue.

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

CRM. Keeping in touch with customers and responding to them timeously.

Recommendations to others considering the product:

Zendesk is an easy tool to setup and use and meets many needs and can accomodate many integrations.

What do you like best about the product?

I was able to see requests from phone, email and web channels all at once. I can more quickly see the customer request journey and figure out what they really need now.
With this new way of customer support, our customers and we can escape the hell of a history check.

What do you dislike about the product?

1) We cannot trigger or automate on CC's users. (zendesk support)

2) We have over 7000 articles and are having trouble "searching". Zendesk just uses its own search engine to display paginated search results. But what end users want is:
a) Show search results in latest order (unconditionally)
b) Show search results only in the order of matching entered words (Likely Search)
c) Search only in specific sections (even multi-sections..., not categories...)

3) End users have a lot of dissatisfaction with the "My Activities" list.
a) Among their numerous requests, they cannot find the desired request by column. (They can only search on all columns. This will only lead to inaccurate results.)
b) We cannot show "Custom Ticket Fields" that end users want to see.
c) End users cannot (obviously) search for tickets based on "custom ticket fields".

4) Agents are having trouble finding tickets. What they want is the ability to search by each ticket field. Currently, even if we use the advanced search at the top of the agent screen, only the entire custom ticket field can be searched, not specific custom ticket fields.

5) We want the end-users to specify which ticket form they can see, by organization and by user tag. We are dealing with this in javascript, which is very inconvenient. I want it to be a basic function like the document reading permission function of Guide.

6) It would be nice to be able to turn off "suggestion-list" by end user's organization and user tag. In the case of B2B customers, there are many people who do not want a suggestion-list, and many people are surprised because the suggestion-list appears suddenly. Also, if the user clicks on suggestion-list by mistake, all the contents he was writing may be lost.

7) Hide upload-dropzone attachment for each ticket form. (We are dealing with this in JavaScript, which is very inconvenient.)

8) Attachment file upload-dropzone description for each ticket form Individual setting function. (We are dealing with this in JavaScript, which is very inconvenient.)

9) I want both functions in the "description textarea" pre-population content.
- Placeholder disappears upon user input
- Pre-entry content does not disappear when user enters

10) Ability to change request_description according to ticket field conditions (We are handling this with JavaScript, which is very inconvenient)

11) Function to automatically select the dependent ticket field when selecting the ticket field value
- as-is) User selects "Fruit" in the "Food" field -> Selects "Fruit" and then manually selects "Apple" in the lower ticket field
- to-be) user selects "apple" in "fruit" field -> top field is automatically set to "fruit"

12) Auto-expand function of multi-line text window such as description

13) Json linked ticket field
-> Get and display dropdown items from defined json file or user object

14) Automatically hide null ticket fields in the request-sidebar on the right side of the end user's request page (We are handling this with JavaScript, which is very inconvenient.)

15) Display chat widgets by user tag, by language, by user organization

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

It helps a lot.