What do you like best about the product?

The seamslessness of the system. Which allows you to grow with it.

What do you dislike about the product?

I have yet to find all features. Not always user friendly...

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

Simpler answers. Bullet points instead of miles of text.

What do you like best about the product?

It'll grow with your team and can support you from a small business into a huge one without having to change platforms.

What do you dislike about the product?

Sometimes it feels like we're promised things and then they actually take away functionality.

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

I need a platform that can do it all without having to have agents split across multiple websites and sheets. It helps us remain organised and then optimise on that.

What do you like best about the product?

My agent was extremely quick to respond. He apologized for a "delay" of 10 minutes. Any other customer service rep would have responded after a few days or hours.

What do you dislike about the product?

Nothing my support agent did raised concern. His solution was quick and to the point. Once the task was completed he closed the ticket and let me get back to work.

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

Our company was previously using Hubspot for support. It really hampered by response time since we were getting more and more tickets. Zendesk has already improved my workflow because I have multiple views. I don't just have a single inbox view. Plus I can merge duplicate tickets into one answer. It makes me more efficient. I can connect multiple emails a user may have to one persona. I can see context from previous conversations. I can assign the ticket to our engineering team and they can find it with ease. Overall, I think Zendesk will have a significant impact on our customer service and ability to see which user issues our dev team should prioritize. It makes that communication more streamlined too!

What do you like best about the product?

Zendesk offered good documentation. Getting up and running with Support (ticketing) and Guide (knowledge base) was fast. I even integrated ticketing with CRM (for Sales) and Jira (Dev). I was impressed with the startup program, which offered my org a free startup period and weekly Q&A sessions.

What do you dislike about the product?

Everything was going swimmingly for the first 4+ months until it was time to convert the free startup contract to a paid contract. My Zendesk AE invited me to buy-out our startup contract early to get a one-time price break on licenses. I agreed and increased my license count by almost 2X. The day after I signed the contract, the Zendesk app failed. Customers, partners, and internal stakeholders I'd trained to use the Zendesk help center were greeted with an unbranded page, "Oops, this Help Site no longer exists." When I realized the issue (2p CT on Friday), I contacted Zendesk support. Zendesk agent said she'd escalate it to the Finance department. She stopped responding before 5p CT...there is no succession plan for even site-down incidents at Zendesk.

LESSON #1: know your SLAs. Customer Support is useless when they're not open. They may also be unhelpful during business hours.

Over the weekend, I filed another ticket and reached out to my AE. The new ticket was escalated with, "It's a RevOps problem." The AE didn't respond until Monday mid-morning. Long story short: I wasted time and effort attempting to work with 7 distinct Zendesk employees. They used the word, "escalate" frequently, but otherwise demonstrated no urgency. Zendesk could not identify the problem and never provided an ETA. It took a full week to get their app back up for my stakeholders....for what should have been a routine, automated contract conversion and hosting pod transfer (?). By day #4, the outage was a black eye for us; we had no confidence the problem would be resolved, let alone not recur. We pulled the plug and sought another vendor.

LESSON #2: Zendesk is not appropriate for SMB. They're a $1B+ company. If the revenue you represent is a mere drop in their bucket, don't expect them to care about you or your customers.
LESSON #3: Have a backup and recovery plan. Understand what portions of your customers' experiences you're trusting Zendesk to facilitate. What happens if that fails? I consolidated customer support ticketing and self-service help desk with Zendesk. I intended to open up community forums and idea labs. The outage impacted our customers, partners, and internal processes. I made a mistake in selecting Zendesk to facilitate a key piece of the service puzzle we offer our stakeholders.
LESSON #4: The costs and risks of self-service/DIY implementation are not zero. These must be calculated and added to the TCO.

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

Problems addressed: support ticketing, self-service help desk. After the outage, we do not trust Zendesk with these requirements.

What do you like best about the product?

After the conversion to new UI; am now used to it and like it! I like that you can add notes to both Private and Public screens at the same time and the order makes sense (similar to texting on your phone)
I still like that you can get online access via articles and online chat feature. Works very well for me most of the time.
Would be nice to have more support when not getting explanation clearly (but this does rarely occur in my experience)

What do you dislike about the product?

Once you have a lot of rules/triggers it's a bit of a web to figure things out and where fixes are needed.
Would be awesome to have a map diagram to show dependencies and priorities on when triggers are executed!

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

Used for case/ticket management and reporting.
Able to track status and respond easily
Search feature works pretty well to find reference in old tickets.

What do you like best about the product?

We've been in the Zendesk for Startups program for awhile which has been the perfect way to get our feet wet as we provide customer support for the first time. It's obvious that we are using a fraction of the possible features and I know we can DEFINITELY grow to thousands of customers with this program!!

What do you dislike about the product?

I wish there was a way to enter content and have the help center structure it for you. We're struggling a bit with how to use the product in that regard.

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

Now, people don't contact random employees on a one-off basis. Also, the integrations with Slack, Productboard, and Gong are AMAZING and really help our team stay in the loop.

What do you like best about the product?

Zendesk has so many useful features to take advantage of to set any support team up for success. There can be a bit of a learning curve, but once you know how to take advantage of ticket forms, triggers, views, SLAs, user groups, and macros, you can really equip your agents to be efficient and confident when moving through a ticket queue. I also love the light agent feature, especially when paired with the ability to create and schedule insights dashboards. Keeping stakeholders outside of Support in the loop about specific things going on with our customers in an automated way is very valuable.

What do you dislike about the product?

Some feature requests have been asked about for many years that don't seem like a priority for Zendesk to develop. I can of course be sympathetic to this as my team is handling similar feature requests at my company - we wish we could get to them all! Some of the Zendesk ones seem like table stakes features to me and I hope they'll be able to get some love in the future (ex: rich text editing in dynamic content or removing agent signatures when sending text messages). It's tough seeing the community posts about these features that can be more than five years old at times.

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

- We have ticket views set up so that our international teams can pick up tickets that they are best suited to handle, but also hop into other ticket queues for other countries when they have bandwidth. This allows us to best serve regional customers while also being most efficient as a team.
- We have many custom triggers running because of selections made in our ticket form that give specific auto-responses, collect specific information, and route the ticket to the appropriate view. This really helps us be set up to answer the ticket efficiently, as we have all of the information upfront to solve it in fewer touches, and it was sent to the right agent to handle it. Zendesk has great tools to create the perfect ticket form, it's powerful once you get it dialed in exactly as you want it to be.

What do you like best about the product?

Explore is one Zendesk arm very useful for all my partners in the company

What do you dislike about the product?

everything es good! my recommendation is to make more simple to understand

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

Give my Operations Team visibility of SLA

Recommendations to others considering the product:

Talk with support in everything that you needed

What do you like best about the product?

The Suite is user friendly and there is support available should you need it to help with the set up and use of the platform.

What do you dislike about the product?

It can be a little complicated to do alone if you are not tech savvy

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

We have been able to merge all of the different platforms that we support customers on

What do you like best about the product?

As a developer, I love the fact that the Zendesk support site is very clearly documented and 99% of the time I can find the solution I am looking for.

What do you dislike about the product?

I dislike sometimes that Zendesk out of the box does not support what we are trying to achieve, but on the flipside, there is generally a workaround.

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

Being able to restrict some of our help centres to a subset of our users for sensitive articles.