Efficient Ticketing and Reporting Features Enhance Workflow
What do you like best about the product?
I appreciate the straightforward ticketing workflow, as well as the groups feature included in the system. Additionally, the reports it generates are quite useful.
What do you dislike about the product?
Most of the support comes from the US team, and the pricing is set in USD, which makes it quite expensive.
What problems is the product solving and how is that benefiting you?
It helps me manage my tasks and set priorities, making it easier to focus on what needs to be done. Closing tickets also assists in keeping track of the overall process.
Ticket tracking has centralized email support but remains confusing to manage and organize
What is our primary use case?
I have been using Zendesk for approximately five years now.
I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email our support email, which comes through Zendesk, and that is how we triage all of our tickets.
I was able to use Zendesk to respond to an email from a customer who could not log in. They reached out, and I was able to use Zendesk with the macros and the different fields available to respond to the customer as well as track which company it was.
We also have different internal users use Zendesk. However, it is quite difficult to delete users. We use Zendesk to track which companies or clients are submitting help desk cases and how many they are submitting.
What is most valuable?
The features I find most valuable are the different states available: pending and active, and I believe we can add other ones. I also really appreciate macros.
When we have issues, we also use Jira, and we have different macros that we have set up that let the customer know that we have submitted a Jira ticket and sent it to our engineering team. We also use macros for basic greetings if an email has come through that we have not messaged with before.
What needs improvement?
I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you what it does. Additionally, a feature to easily remove users who have left the company and no longer use Zendesk would be helpful.
Zendesk is able to track tickets, and I believe that is the main strength.
Tracking tickets does help, and it is nice to know which state they are in. However, it is difficult to find specific conversations. Once you put a ticket in different states, it is nice to know if you can find the ticket. We go through thousands of tickets, and when trying to find a specific conversation, searching for a keyword does not always work. It is helpful if you know exactly what ticket it is to see that one has a Jira ticket submitted, that one is open, that one is pending, or that one has been solved.
The organization of the tickets is quite confusing. We try to have a list organized by date, but it does not always filter correctly. We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized.
I would rate my satisfaction with Zendesk at a three or four. We have had so many different things that we have tried to do. We use Zapier with Zendesk, and that works. However, I believe it comes down to the basic functions of organization, deletion, and management of users. It is not as intuitive as we would prefer it to be, so I would rate it at a three.
The main issues are down to the organization and management of users, as well as the organization of tickets and the management of users.
For how long have I used the solution?
I have been working in my current field for about seven months. Before that, I completed a degree in information systems.
What was our ROI?
Time saved is definitely a benefit because it puts all of our tickets in one spot. Depending on which email it is, we can have all the emails forwarded to Zendesk. However, as for money saved, probably not.
What other advice do I have?
I would have them make sure that it is something they want to get into because there are definitely some pros, but at the same time, there are definitely some cons. It is not as intuitive as you would expect it to be. However, if you are willing to sit down and take considerable time and most probably spend time with support, you would likely be able to figure it out. If you are looking for a system that handles everything intuitively with easy to get cheaper licenses, Zendesk probably is not the one you would want to go with.
Currently, we only have a few licenses because it is just so expensive. With the value that we are getting out of it with the few licenses we have, we are not really impressed by it. It seems a bit too much.
We have not explored other options. We do not have any other relationships, as we just use Zendesk.
There may be opportunities with discounts or additional licenses. I do not know at this point. We are looking for maybe some way to stay with Zendesk, but currently, it just does not seem fitting for what we need. My overall rating for this product is three out of ten.
Excellent for Managing Customer Interaction and Support
What do you like best about the product?
Manage customer interaction and support improve agent productivity
What do you dislike about the product?
It is good to use so nothing for dislike
What problems is the product solving and how is that benefiting you?
Consistent Customer Service through the Ticketing System.
Zendesk Agentic Mode Revolutionized Our Customer Support
What do you like best about the product?
This is my first time using AI Agent to take over the customer support. After learning from your knowledge base, agent was little flakey but it took off after 1 week and helped in closing at least 30% of tickets. Couldn't ne happier with Zendesk Customer services Agentic mode.
What do you dislike about the product?
A bit costly and little technical in the begining
What problems is the product solving and how is that benefiting you?
Small teams requires extra effort from everyone. Agentic mode is great solution for such teams
Excellent Customer Service Tool with Intuitive Interface and Powerful Analytics
What do you like best about the product?
This is a great customer service tool that features an easy-to-use interface, making it accessible for new users. The analytics provided are also excellent.
What do you dislike about the product?
The tool has not yet made significant use of AI to enhance daily tasks or provide valuable insights.
What problems is the product solving and how is that benefiting you?
This tool is essential for all customer service teams, as it helps us manage tickets and handle complaints from our users.
Effortless Customer Support and Organization with Zendesk
What do you like best about the product?
Zendesk is user-friendly and consolidates all customer requests in a single location. Its automation features, macros, and ticket management tools enable teams to respond more quickly and maintain organization. Additionally, the reporting functions offer valuable insights into overall performance.
What do you dislike about the product?
Zendesk can become expensive as you add more features and users, and I find that some of the advanced settings are not particularly intuitive. Additionally, the reporting and customization options may seem restricted unless you opt for one of the higher-tier plans.
What problems is the product solving and how is that benefiting you?
Zendesk helps solve the challenge of managing a high volume of customer inquiries across multiple channels by centralizing everything into one ticketing system. This improves response times, keeps requests from being missed, and makes it easier to collaborate as a team, resulting in better customer satisfaction and more efficient support operations.
Customer Support Application
What do you like best about the product?
What I like the most about Zendesk is that it is very user-friendly. It is easy to navigate and you can easily go from one profile to another.
What do you dislike about the product?
Only thing I dislike about Zendesk is that it sometimes a bit slow, maybe it is because of the number of opened application. But it would be helpful if the app itself is precise even with a lot of application being utilized at the same time.
What problems is the product solving and how is that benefiting you?
Most problem is when a client's booking was cancelled involuntary and needs to be rebooked as soon as possible. Zendesk comes in very handy as it can be solved using it by integrating it with other booking platforms.
Create your own, it will arrive, even if they want the faith that loves you
What do you like best about the product?
IA service, and the precious payment method
What do you dislike about the product?
The least useful aspect of Zendesk is the sound quality.
What problems is the product solving and how is that benefiting you?
Stop the client and benefit me with the work
Effortless Client Communication with Zendesk
What do you like best about the product?
Zendesk has made it much easier for me to communicate with clients within my organization.
What do you dislike about the product?
At the moment, I don't have any feedback to share, but I will provide an update if I have anything to add in the future.
What problems is the product solving and how is that benefiting you?
It makes it efficient to track and update user requests on a daily basis, helping to ensure timely resolution.
Comprehensive Platform with Great AI, But Salesforce Still Edges Ahead
What do you like best about the product?
comprehensive, all-in-one platform unifying channels (email, chat, social) for seamless support, powerful AI tools for automation and agent assistance (AI agents, copilots), scalability for growing businesses, and ease of use with quick setup and customizable workflows (triggers, macros).
What do you dislike about the product?
Personally after using salesforce service cloud I just believe salesforce has better abilities for my companies needs
What problems is the product solving and how is that benefiting you?
comprehensive, all-in-one platform unifying channels (email, chat, social) for seamless support, powerful AI tools for automation and agent assistance (AI agents, copilots), scalability for growing businesses, and ease of use with quick setup and customizable workflows (triggers, macros).
