What do you like best about the product?

Zendesk Support to support ticket, I can be confident knowing the order of requests that exist. It has many plans that adapt to each customer's need. It works very well, it integrates with common operating systems.

What do you dislike about the product?

Zendesk Support Suite must improve its servers, I have had unexpected crashes in the middle of conversations and case resolutions.

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

It has been implemented as an external support tool in the organization. Through the ticket system we can know who sent the help support, at what time and the content of the request, all very specific and detailed. I have been able to help many of my most important clients live via chat.

Recommendations to others considering the product:

This software has been special because I have been able to understand how important it is to give good online support. Not all organizations give good customer service but we can do it thanks to this fabulous tool. It is ideal for any type of company, whether it is small, medium or large.

What do you like best about the product?

The fact you can have tabs on each ticket issue is incredible for efficiency, and I also really appreciate that you can see who is currently viewing the tickets you are looking at. The user interface is also incredibly easy to use and I was able to get started pretty fast.

What do you dislike about the product?

Perhaps the left bar in each ticket case has a lot of information that is not clearly explained. There are certain fields that are mandatory and I always struggle finding the correct options and ensuring those fields are filled up. Perhaps an alternative would be to have all required fields at the top and make the 'About' field a little bit clearer that it's referring to the topic of the ticket.

Another problem I had was with finding all the tickets I have worked on, the process is a bit confusing and not very straightforward.

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

I am currently using the Zendesk Support suite for assisting other departments with questions and issues they might have. I have found that it's incredibly useful for better communicating back and forward between teams and keeping track of the tickets.

What do you like best about the product?

Very easy to use tool. Comfortable viewing of incident management

What do you dislike about the product?

The software is quite friendly, nothing negative to say, it adapts to my requirements

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

It has helped me to have control of my tickets and to solve everything in a more organized way

What do you like best about the product?

I think this is great with being able to view, report and address tickets for both email and chat.

What do you dislike about the product?

I wish they were more responsive to adding what I consider basic features

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

It is a very robust product and this lets us communicate and address our customers concerns very effectively.

Recommendations to others considering the product:

Great product but will need to add on additional apps for enhanced functionality

What do you like best about the product?

We are early users of Zendesk Support so we have not had time to fully vet all the features. We selected Zendesk because it gives us the ability to deploy a product documentation portal, secure behind a login, but without requiring an individual seat fee for every user account, as other alternatives such as Confluence do. For one monthly (or annual) fee, we can scale to accommodate as many customer-users as necessary.

What do you dislike about the product?

Most notably, what we dislike the most so far is that Zendesk couples the Owners account with the Zendesk Admin account. This means that the Owner of the account - the finance person who is actually paying the bill, must have an Administrator/Owner account in Zendesk. That account consumes a license, and the subscription level determines the price of that license. We chose the Enterprise Support with Enterprise Guide so our monthly fee is $155 per user. Being forced to allocate an $1800+/year seat to our finance person, just so we can pay the bill, is frankly ridiculous. Our workaround is to setup the payment information on our Zendesk Administrator's account. That person happens to be in Product Management, halfway around the world from Finance in corporate HQ, and from a finance control, risk management, and administration perspective it raises all sorts of headaches.
There is the additional pain in that Zendesk hides the pricing information behind a login, so the folks that are actually paying the bills cannot log back into the account and easily review pricing if we want to reassess our subscription, unless they have that paid seat. As a workaround to the above-mentioned issue, we added the Finance person to zendesk as a User, for the primary Brand. However, when that person logs in they have no access to the subscription and pricing information, since they do not have Admin privileges. If we try to come back in to the Zendesk pricing page on their website, it leads us through the Get Started flow, forcing us to create an account, etc. Which cannot be done since we already have the account setup.
The whole account Owner concept is poorly executed, and does not seem suitable for Business or Enterprise SaaS software.
As mentioned, we are new to Zendesk, but an additional point of pain has to do with setup for User accounts across Brands. Some subscription levels (which I can't verify since I cannot get to the Subscriptions page), allow you to setup 5 "Brands" or customer portals. Each Brand is a subdomain, e.g. my-portal.zendesk.com. To our best understanding, each Brand portal has a separate login. And you cannot, to our knowledge, use the same login (email) in more than one portal. That's a problem for us.

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

We are building a product documentation portal. We have just started so we have seen no benefits yet.

What do you like best about the product?

its reasonable,Unlimited chats, triggers & departments we can do Conversion Tracking,Multiple help centers,Call recording & voicemail transcription,i can do Callback from queue Call monitoring & barging....Agent recording controls
Real-time queue levels Real-time dashboards Agent activity dashboards Agent availability controls Tickets for abandoned calls,and is well-priced for both small and large businesses. such as which unit submits the most tickets, how long tickets take to resolve, and what the peak times are during the day.”Zen desk has really changed our entire approach to managing customer support.This equips a support team with context—about who a customer is, where they’re coming from, and what they’ve reached out about in the past—regardless of channel.

What do you dislike about the product?

I HAVE NO ISSUES WITH ZEN DESK AT THIS MOMENT,OUR TEAM IS GROWING AND ZEN DESK IS LIKE A BIG HELP IN THIS.People report strange behaviors in software some times we have like some pods getting missed calls but it is fixed quickly,also manually searching for comments thats one thing i think that can be improved Another thing that bugs me is the inability to edit comments that have already been posted. Zen desk supports markdown, which is good; it helps you organize information a lot more than just plain text inability to edit a closed ticket. i miss tablet mode, if we want to use landscape mode we have to go to the actual website

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

REPORTING ISSUES IN REAL TIME.Give your agents the context they need to handle every call.building meaningful relationships and closing deals faster.Instead of spending time on manual tasks, your reps can automate lead outreach to find and engage with more qualified prospects,

Recommendations to others considering the product:

if you are starting from nothing and want to reach a part in lif where customer satisfaction is what you need choose zendesk

What do you like best about the product?

Zendesk saves a lot of time responding to customer issues across many platforms, including social media.

What do you dislike about the product?

The platform does not easily share data with other analytics tools.

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

Responding to customer issues quickly on many different platforms.

What do you like best about the product?

Pretty simple and easy to organise. Clear categories

What do you dislike about the product?

Sometimes it drops calls or ‘glitches’. I’m sure every program does that though

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

It really helps with organisation of calls, emails and social media

What do you like best about the product?

I think it’s chat online widget and help support website pre-created.

What do you dislike about the product?

Honestly, I find that all is helpful and good for help out customers.

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

I was able to manage my customer support in an organized way. And I was able to create a customer support site easily! Adding help items is so simple and ergonomic

Recommendations to others considering the product:

Make sure that Zendesk fits all your needs, don’t hesitate to look at all the features offered.

What do you like best about the product?

Zendesk allows users to easily prioritize and organize support tickets.

What do you dislike about the product?

The Zendesk chat feature could be improved.

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

We have been able to track and improve our support response time. We also have been able to build out processes for responding to support tickets because of Zendesk Support Suite.

Recommendations to others considering the product:

I highly recommend Zendesk Support Suite, especially for small companies or companies with small support teams. It allows everyone to stay on top of support tickets and to track metrics. It is easy to assign and escalate support tickets.