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.

What do you like best about the product?

When I could not resolve the issue with L1 resource after 10+ emails. The L1 referred the ticket to an L3 resource, for issue discussion and review. And the issue was resolved.

What do you dislike about the product?

I did have to repeat myself a couple of times to have someone comprehend my specific issue.

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

Seamless offering to customers for support and knowledge based articles.

Recommendations to others considering the product:

It is helpful because of the one-stop shopping, support and self-help.

What do you like best about the product?

Flexible, lots of power under the hood, but easy to setup and get going. Great support. Great documentation as well.

What do you dislike about the product?

The only issue I have is the inability to hide internal ticket forms from the public without a bunch of custom JS that I have yet to get to work right.

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

Able to get metrics on our support traffic. Address our customers' issues with our apps.

What do you like best about the product?

It's versatile, easy to customize, scalable, and intuitive to use.

What do you dislike about the product?

Set up is very time-consuming, so you need to think carefully about how to do all the required work.

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

We've managed to solve more problems for customers while they're online on our website.

What do you like best about the product?

Robust automation options and ways to categorize data

What do you dislike about the product?

Difficult to find documentation and obscure wats to implement what should be default workflows

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

Disorganized issue reporting, disorganized escalation pipelines

What do you like best about the product?

I like how the zendesk user interface keep customer interactions organized. It integrates with my companies phone systems, so we have a single database to keep all customer interactions. This makes it easier to help customers that reach out multiple times with the same or different issues. The reporting also helps me gauge efficiency in my workflows.

What do you dislike about the product?

It seems like sometimes certain features don't work propperly. There are instances where a chat has been closed out but it's still showing as active in my open ticket queue. My team has also had issues with Zendesk assigning multiple people the same ticket.

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

We are solving issues for thousands of customers every month. Zendesk has helped me and my team work more efficiently because it integrates with the other tools we use.

Recommendations to others considering the product:

Zendesk is an excellent tool for customer support but keep in mind that integrating it with other software may require additional work on the back end.