What do you like best about the product?

Zendesk is really flexible, easy to use, and consistent in providing efficient customer support. What I love the most about it is its flexibility wherein you can integrate it to a lot of apps.

What do you dislike about the product?

Reaching out to the third party chatbot vendor is really challenging. I hope Zendesk would be able to provide advanced chatbot feature to customers so that we would no longer need to integrate it to third party chatbot.

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

I am solving problems with regards to ticket management, multichannel support, agent churn, customer dissatisfaction, system complexity and escalation. The benefits that I realized is that it is easy to use, it increases agent productivity, it saves time, it specializes in customer support and it is flexible and integratable to other third party apps.

What do you like best about the product?

The Zendesk suite is easy to learn and use.
Setup was quick and integrations are useful too.

What do you dislike about the product?

There are some integrations that are not currently supported, so some migrations would be needed, however overall that is not a major issue.

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

CRM. Keeping in touch with customers and responding to them timeously.

Recommendations to others considering the product:

Zendesk is an easy tool to setup and use and meets many needs and can accomodate many integrations.

What do you like best about the product?

I was able to see requests from phone, email and web channels all at once. I can more quickly see the customer request journey and figure out what they really need now.
With this new way of customer support, our customers and we can escape the hell of a history check.

What do you dislike about the product?

1) We cannot trigger or automate on CC's users. (zendesk support)

2) We have over 7000 articles and are having trouble "searching". Zendesk just uses its own search engine to display paginated search results. But what end users want is:
a) Show search results in latest order (unconditionally)
b) Show search results only in the order of matching entered words (Likely Search)
c) Search only in specific sections (even multi-sections..., not categories...)

3) End users have a lot of dissatisfaction with the "My Activities" list.
a) Among their numerous requests, they cannot find the desired request by column. (They can only search on all columns. This will only lead to inaccurate results.)
b) We cannot show "Custom Ticket Fields" that end users want to see.
c) End users cannot (obviously) search for tickets based on "custom ticket fields".

4) Agents are having trouble finding tickets. What they want is the ability to search by each ticket field. Currently, even if we use the advanced search at the top of the agent screen, only the entire custom ticket field can be searched, not specific custom ticket fields.

5) We want the end-users to specify which ticket form they can see, by organization and by user tag. We are dealing with this in javascript, which is very inconvenient. I want it to be a basic function like the document reading permission function of Guide.

6) It would be nice to be able to turn off "suggestion-list" by end user's organization and user tag. In the case of B2B customers, there are many people who do not want a suggestion-list, and many people are surprised because the suggestion-list appears suddenly. Also, if the user clicks on suggestion-list by mistake, all the contents he was writing may be lost.

7) Hide upload-dropzone attachment for each ticket form. (We are dealing with this in JavaScript, which is very inconvenient.)

8) Attachment file upload-dropzone description for each ticket form Individual setting function. (We are dealing with this in JavaScript, which is very inconvenient.)

9) I want both functions in the "description textarea" pre-population content.
- Placeholder disappears upon user input
- Pre-entry content does not disappear when user enters

10) Ability to change request_description according to ticket field conditions (We are handling this with JavaScript, which is very inconvenient)

11) Function to automatically select the dependent ticket field when selecting the ticket field value
- as-is) User selects "Fruit" in the "Food" field -> Selects "Fruit" and then manually selects "Apple" in the lower ticket field
- to-be) user selects "apple" in "fruit" field -> top field is automatically set to "fruit"

12) Auto-expand function of multi-line text window such as description

13) Json linked ticket field
-> Get and display dropdown items from defined json file or user object

14) Automatically hide null ticket fields in the request-sidebar on the right side of the end user's request page (We are handling this with JavaScript, which is very inconvenient.)

15) Display chat widgets by user tag, by language, by user organization

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

It helps a lot.

What do you like best about the product?

Support is very dynamic and customizable. Triggers and automations have a ton of options. The views and user management is also easy.

What do you dislike about the product?

Metrics are not 100% intuitive or clear. There are a lot of unknowns about their messaging product, which we are also launching at the same time.

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

We are solving general customer issues and internal issues. We've definitely had some SLA benefits.

What do you like best about the product?

When I could not resolve the issue with L1 resource after 10+ emails. The L1 referred the ticket to an L3 resource, for issue discussion and review. And the issue was resolved.

What do you dislike about the product?

I did have to repeat myself a couple of times to have someone comprehend my specific issue.

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

Seamless offering to customers for support and knowledge based articles.

Recommendations to others considering the product:

It is helpful because of the one-stop shopping, support and self-help.

What do you like best about the product?

The User Interface. It is simply to learn how Zendesk operates and make it simple to find things. Also, it creates excellent omnichannels systems so we can interact with our clients in different ways.

What do you dislike about the product?

Sometimes we have some problems with the WhatsApp integration. This channel once in a week leaves the client waiting for an agent response, but the team cant enter the chat to respond.

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

We have solved the communication with the client, and also we solved the time we took to solve tickets. This helps to increment our NPS and have more satisfied clients.

What do you like best about the product?

Flexible, lots of power under the hood, but easy to setup and get going. Great support. Great documentation as well.

What do you dislike about the product?

The only issue I have is the inability to hide internal ticket forms from the public without a bunch of custom JS that I have yet to get to work right.

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

Able to get metrics on our support traffic. Address our customers' issues with our apps.

What do you like best about the product?

It's versatile, easy to customize, scalable, and intuitive to use.

What do you dislike about the product?

Set up is very time-consuming, so you need to think carefully about how to do all the required work.

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

We've managed to solve more problems for customers while they're online on our website.

What do you like best about the product?

Zendesk combines the different streams of emails from the customer services of varying platforms into one overview. It's easy to use and keeps an oversight.

What do you dislike about the product?

The layout of the platform could be a little more intuitive. A lot of functions are kind of lost because it's not clear how to implement them.

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

We have a lot of accounts and platforms with different customers to manage, and it makes it easy to keep an overview of all the incoming messages and questions without worrying about losing messages. It streamlines customer service a lot.

What do you like best about the product?

It's quite easy to customise and set up.

What do you dislike about the product?

It is hard to downgrade the plan once the subscription started.

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

I tried to setup some categories and it's quite easy to do it myself.