I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.
Zendesk Suite
ZendeskExternal reviews
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Great tool for support through chats and emails
What do you like best about the product?
It's a user-friendly tool that facilitates easy interaction with customers through chat and email. The suggested responses are also very helpful.
What do you dislike about the product?
The AI feature of Zendesk can generate more human-like responses.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to communicate easily with customers and quickly identify their accounts and details. The AI feature and trackros are user-friendly and helpful for live channel interactions.
Zendesk is the tool where you can use it at ease. Great tool to use
What do you like best about the product?
It is really easy to use and troubleshooting is as easy as 123
What do you dislike about the product?
The sound it makes when taking chats as it is a bit loud lol
What problems is the product solving and how is that benefiting you?
Gaming
Zendesk honest review
What do you like best about the product?
Zendesk is a user friendly software and we used for the ticketing of the customer's to reply to there queries and the best part was if the customer is regularly asking the same query we could easily find it out.
What do you dislike about the product?
The reporting system was not so much with its features as like other products with each and every details.
What problems is the product solving and how is that benefiting you?
I was working in an e commerce platform there we used get customer queries through Zendesk and we were resolving them within the given SLA.
Easy to use and tickets auto-populate very quickly
What is our primary use case?
What is most valuable?
I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in.
What needs improvement?
Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could be improved as compared to Talkdesk.
For how long have I used the solution?
I have been using Zendesk for three years.
What do I think about the stability of the solution?
I rate the solution’s stability a seven out of ten.
Which solution did I use previously and why did I switch?
I have previously used Talkdesk, Freshdesk, and 3CX.
What's my experience with pricing, setup cost, and licensing?
From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.
What other advice do I have?
Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy.
Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk.
Zendesk is an easy tool to use, especially when considering integration with other systems.
I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools.
When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut.
Overall, I rate Zendesk eight and a half out of ten.
Lots of great features and intuitive UI
What do you like best about the product?
Zendesk offers a wide range of features and a comprehensive API library to support your own custom plugins and apps.
What do you dislike about the product?
Some common sense features are never developed because Zendesk is constantly on to the next big project.
What problems is the product solving and how is that benefiting you?
Zendesk supports our entire Customer Support and Customer Experience architecture. We handle all levels of incoming CS feedback from within Zendesk, across several teams. The features available and extensive API mean that there's just about nothing that we can't do with Zendesk.
Capable platform with a suite of features
What do you like best about the product?
Capable platform with a suite of features that cultimainate a nearly complete customer experience (Support, Help Center, and Community)
What do you dislike about the product?
Zendesk Explore is lacking in the depth one would want out of a analytics tool. The inability to track individual article and post views is disappointing.
What problems is the product solving and how is that benefiting you?
Creating a interconnected space for customer to seek help through a variety of resources.
Zendesk allowed an easy start
What do you like best about the product?
What Ilik best about Zendesk is that it allowed me to spin up a helpdesk in a few hours rather then days or weeks.
What do you dislike about the product?
Zendesk is a great basic start for ticketing. All of the usefull stuff comes out of Zendesk apps.
What problems is the product solving and how is that benefiting you?
We were able to spin up a help desk and get everything running quickly and with minimal effort.
Great solution and seamless integration
What do you like best about the product?
AI capabilities make the product superior to its competitors.
What do you dislike about the product?
I would like to see more integration with other platforms. A Mobile IOS app for the end users would be helpful.
What problems is the product solving and how is that benefiting you?
Internal service desk with a single entry point servicing various departments.
Great product!
What do you like best about the product?
It's a great ticketing system for tracking issues and requests. Good reports and ease of use for the end user.
What do you dislike about the product?
Hard to setup alone. Need more whiteglove service options. It can be difficult to setup with the triggers and understanding what drives. Customer support is only available via email.
What problems is the product solving and how is that benefiting you?
The tickets make it easier to keep track of issues and the resolve. Also shows management reports of what issues are happening.
Excellent, easy to use support tool
What do you like best about the product?
It makes our support operations fast, smooth and helps us achieve a high NPS score
What do you dislike about the product?
Nothing significant, but it is relatively expensive
What problems is the product solving and how is that benefiting you?
Managing support tickets effectively in a customer-centric, agile organisation. Helps us achieve high customer satisfaction and a high NPS score.
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