What do you like best about the product?

As an IT Desktop Support Engineer, It is easy to use and navigate the Zendesk Support Suite especially on how to manage tickets. It saving me valuable time using the bulk ticket update features and customizable macros for repetitive task.

What do you dislike about the product?

For me, I don't like about Zendesk Support Suite, It does not have a automatic page refresher function, it's challenging for me to monitor the incoming and open tickets on our bucket especially as an IT Desktop Support Engineer.

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

For me as Level 2 Support, It's time-saving, with the use of customizable macros and bulk ticket updates, I can manage the ticket efficiently while ensuring the SLAs and avoiding ticket breaches.

What do you like best about the product?

Easily Manage the macros and able to track even the old tickets.

What do you dislike about the product?

As an IT Desktop Support, i think the zendesk is more on Agent/Operations

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

Tracking of ticket support and access to the concerns of the user/operations

What do you like best about the product?

The user-friendly interface, it makes easy for both new andexperienced users to navigate it.

What do you dislike about the product?

I think setting up and managing integrations, because some of them can require technical expertise, adding to the workload for teams.

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

Sometimes high volumes of customer inquiries can overwhelm teams, leading to delays and missed tickets. Zendesk’s ticketing system help us to track and manage ticket routing and prioritization.

What do you like best about the product?

*Easy to understand and use
*The Macros are easy to implement to my daily usage
*Fast and easy to pullup the data of previeus tickets
*Easy to create report on the overall performance statistics of supports

What do you dislike about the product?

Recently we are experiencing some slow loading issue, but beside that all is good for me.

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

It helps us to mitigate and categorize all of our employee's tickets by grouping.

What do you like best about the product?

Automation and Macors and Good Analytics

What do you dislike about the product?

Customer support and Training for admins

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

The ITSM Process that lacks in the company

What do you like best about the product?

It has various reports and dashboards which we can use with the help of Zendesk Explore option. It also has triggers and automations which help us automating various processed. It also supports some apps like time trakcing app which help in tracking the time of agents on various tickets. Also helps in creating support artciles and providing customer porttal to clients.

What do you dislike about the product?

Zendesk Support takes substantial time to respond. their TAT can be much better. And account manager assigned by them are not easy to reach.

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

We have 1000+ clients and 100+ implementation specialists who work client change management requests. Zendesk provide a platform for our ticketing soultion and also gives transparency to clients by giving them access to Customer Portal via which they can check the statis of their support requests.

What do you like best about the product?

Zendesk support suite gives real time updates, along with its integration with different other softwares, it is easier to gather insights. Also, it helps to create buckets for team and grouping helps to bifurcate the data easily.

What do you dislike about the product?

Pricing can be improved as per the use cases, also workflow automation can be make easier.

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

As we are into solving for the customers, it helps in generating real time support requests from users.

What do you like best about the product?

Zendesk is easy to integrate with many other tools, and Zendesk Report offers a wide range of features that allow you to get a lot of insight into how your business is doing.

What do you dislike about the product?

I can't customize the ticket status in Zendesk. It only has New, Open, Pending, On-hold and Solved.
It's also disappointing that there's no textbox for Agents to summarize or comment on the ticket as a whole, rather than in threads.

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

My company has multiple support teams for different products.
We use Zendesk across the company, we can share custom tools, and Zendesk's built-in reports give us a quick and easy overview of our ticket status.
Zendesk's built-in reports allow us to get a quick and easy overview of ticket status.

What do you like best about the product?

I love the ease of use and highly understandable user interface. I use Zendesk frequently and love the number of features it provides.

What do you dislike about the product?

Sometimes Zendesk can be a little wonky and makes me lose my work. While this is not as often, I figured worth mentioning. Also when sending a new ticket on the first send the message doesn't actually go through and requires a second try.

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

Helping manage income messages and to be able to queue them accordingly.

What do you like best about the product?

I’ve been using Zendesk Support Suite since the end of April, and my experience so far has been overwhelmingly positive as I have used this every day since we onboarded.

Ease of Use: Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability, ensuring that settings and features are not buried under layers of complexity. This makes it straightforward to implement and deploy new features as needed. While there was a bit of a learning curve with the reporting tools, this was primarily due to the custom needs I had. Fortunately, my admin was able to not only meet but exceed these needs, making the investment in learning well worth it.

Onboarding Process: The onboarding process exceeded my expectations. It was simple and well-supported, with our sales representative guiding us through much of the setup and training. This hands-on approach made it extremely easy to implement Zendesk and get our operations up and running quickly.

Features and Functionality: One of the standout features is the ticketing system, which I find very easy to manage. It allows me to effortlessly keep track of requests and address our users' needs efficiently. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports, which has significantly improved our decision-making process. The platform’s overall simplicity in customization has been another major advantage, enabling us to adapt it perfectly to our workflows.

Performance and Reliability: I’ve experienced no notable impact on performance and have had no reliability issues with Zendesk Support Suite. The platform has been consistently reliable, allowing us to maintain our support operations without any unexpected downtime or disruptions. This level of performance stability is critical for ensuring that our customer support runs smoothly.

Value for Money: The value-for-dollar ratio with Zendesk Support Suite is high. The time savings alone, coupled with the powerful reporting capabilities, have saved me more than the cost of implementation for the year. This makes Zendesk not just a cost-effective choice, but a strategic investment in our customer support infrastructure.

Customer Support: The support from Zendesk’s team has been excellent. The sales process was refreshingly non-pushy, with our agent focused on understanding our needs and ensuring we were set up correctly. Even after implementation, our agent continues to check in regularly, offering support as needed.

What do you dislike about the product?

Integration with Microsoft Teams: While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams. As I transition our company to using Teams as our main method of office communication, having a more seamless and feature-rich Zendesk integration would allow us to move most of our support structure directly into Teams. This would greatly enhance our efficiency and collaboration, making the support process even smoother.

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

Zendesk has provided me with a robust management solution for handling both user requests and internal project tracking. Before implementing Zendesk, managing these processes was time-consuming, and there was no centralized source of truth or a dedicated area for users to reach out to. With Zendesk, I’ve been able to standardize the support process, which has significantly improved efficiency. This standardization has enabled me to handle more requests and projects while providing more granular insights into each open issue. The ability to centralize and streamline these processes has been a game-changer for our operations.