What do you like best about the product?

Prompt response time. Thorough research. Well tested and provided helpful and relateable articles to help troubleshoot.

What do you dislike about the product?

Lacked updates, sometimes 6-8 minutes without an update from the team. I had to engage to ensure the team was still there.

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

Quick response time, no need to engage account manager. Offers more specialized support.

What do you like best about the product?

It keeps everything in one place for all members of the team to access.

What do you dislike about the product?

I have not found a downside yet. I'm sure there is one there though

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

It allows us to communicate with all members of the team even though we are all in different locations

What do you like best about the product?

The Zendesk platform is feature rich and has all the tools necessary to support our products across all channels. It simplifies our workflow to ensure that all support inquiries are resolved efficiently and to our customer's satisfaction.

What do you dislike about the product?

When an issue or question arises regarding the operation or configuration of the Zendesk platform, I feel that Zendesk support is lacking. The only mechanism for support is Messaging (really just creating a ticket), and most questions an not answered for a day or longer. Zendesk used to have phone and chat support, which was very helpful because you could get an answer to your question on the fly. But for some reason, these support channels are no longer available.

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

Zendesk support ensures that all support inquiries are resolved in a reasonable timeframe and delivers knowledge to the agents as they help resolve each ticket.

What do you like best about the product?

I like that the interface is user-friendly, it is very easy to locate what you need for your job purposes. It looks nice on different devices, which makes it even better.

What do you dislike about the product?

I don't like that in chats mode it promts new chats even if you set yourself away or invisible. It's very annoying. Also, if you were set up as unavailable for a new assigns - the message about it keeps popping out which is also very annoying.

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

Chatting with customers is the main purpose of the CRM, and I believe it meets our company's requirements. I used different CRMs before, and Zendesk is my favourite one.

What do you like best about the product?

It's fast-paced help desk assistance which is also great and works well with our organization

What do you dislike about the product?

There is not much I dislike except response time. Maybe it could be more effective for troubleshooting.

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

We use our own business system which helps us greatly as its very streamlined and help us to troubleshoot problems and issue much more effectively

What do you like best about the product?

Zendesk has a trouble-ticketing system that allows us to keep track of more complex back-and-forth with customers, as opposed to our previous system, which was primarily focused on real-time chat.

What do you dislike about the product?

1) Zendesk's support is poor -- especially for a company focused on helping companies deliver support. There's a weak chatbot that simply tells me that they'll get back to me days later via email. Plan LOTS of extra time for your deployment.

2) It's sloppy around the edges. For example, I just received an email congratulating me for finishing onboarding with a big turquoise button to sign up for office hours... but that button takes me to a 404. I tried to report the issue via email (support@zendesk.com) but that bounced, and I also tried to report via web chat. No luck. There's no bot category for "your email contains broken links" or "I have no idea how to sign up for your office hours." I'm just not going to bother to report it.

3) Migration from Intercom is basically not supported. If I were going FROM Zendesk TO Intercom, Intercom provides a wizard that automatically migrates my Help content. However, Zendesk has no such feature. I have spent HOURS copy-and-pasting articles from my Intercom help center to the new Zendesk help center.

4) The UX is clunky, basically requiring you to spend hours going through their Academy to learn how to use it. Want to reply to the customer question? You click on a button that says "Submit as Pending." What?? It's also incredibly clunky to get to settings from the Ticketing section, or to go from Ticketing the Help section (which they call Guide). I'd bet that all three are built by separate teams that don't talk.

5) The built-in tools are inadequate for connecting your other systems. Something as simple as "quick links" to your other systems requires a paid add-on. In Intercom, I could easily add links to my billing system, my Admin tool, etc, all from within the main support UI. With Zendesk, you're stuck with the panel that they designed/hard-coded.

6) If you want your product team to be able to view and EDIT tickets in a useful way (for example, to view/engage on product bugs), they will need full Agent Zendesk seats. The poorly-designed "Light Agent" seats allow them to view and comment internally, but they cannot change status (resolved?) or tag other people (like another engineer?). It's extremely frustrating. I understand Light Agents should not be allowed to reply to the customer, but they need to be a productive member of the internal process. The Light Agent seat design is so restricted that it's basically useless.

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

As our SaaS company grew, the size of our team, the number of incoming customer requests, and the complexity of the incoming requests all increased. We needed a system that not only provided a persistent ticketing system for our team, but also provided visibility to our managers. Zendesk has done both of those things.

What do you like best about the product?

Easy to use, many features - and powerful API that allows us to fully integrate with all business processes

What do you dislike about the product?

restrictive licencing, and pricey - we can's adopt fully because of this

live dashboards are restricted to the top tier, so we use a (better) third party add on

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

We've driven up our SLA's and CSAT by tighter case management and metrics through ticket visibility and reporting

What do you like best about the product?

The reporting tool is very useful and a key dealbreaker

What do you dislike about the product?

Customization can be a bit complex to set up and that can be frustrating sometimes

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

Access to support agent activities. A holistic view of customers' interaction

What do you like best about the product?

Though I wouldn't consider myself to be technologically illiterate, I wouldn't consider myself a digital guru either. The support from Zendesk has been incredibly helpful in answering all of my questions, helping me understand the systems better, and ultimately helping our team better support our customers.

What do you dislike about the product?

It's taken me a bit to figure out how to resume a conversation with the Zendesk support team, instead of starting new tickets while the original support ticket is still open/pending. Fortunately that's a simple matter that was simply an oversight on my own part.

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

We're a small business that have been graced with a lot of growth over the last few years. So our sales and support team went from four people to about a dozen, and our customers increased accordingly. We were formerly operating out of one, single, shared inbox. With Zendesk Support, we've been able to get a handle on our inboxes, track metrics, and better track areas for improvement within the company, based on customer feedback and trends tracked by our support team!

What do you like best about the product?

Zendesk makes it simple to set up and support your customers. They have an excellent Help Center and an exceptional online community, which enables you to self-serve easily.

What do you dislike about the product?

Zendesk Explore reporting leaves much to be desired. The reporting is not live and can be challenging to navigate.

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

Zendesk Support Suite has enabled my team to do skill-based routing, helping to improve our FRT and resolution time.