What do you like best about the product?

The like the cloud based help desk service it is excellent and makes work life easier. They are also very good and pioneers of solving technical tickets and providing on time solutions. The integrated chat system is fantastic which makes easy to communicate with customers. One can make call recordings, customize the communication system to make emails as per business campaigns. We have also used it for inbound marketing

What do you dislike about the product?

I dislike the routing functions, sometimes it is very slow and completely automatable.

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

I am not facing any such issue which Zendesk team is resolving, the only issue i have with them is with their routing functions as it is slow and is not automatable. The benefits I have realized I that my company is now able to use it do inbound marketing, use the phone input. We are also able to track the complete details from start to end of each customer messages. We were also able to prioritize incoming important emails efficiently. We have a 7 member team and all of us can monitor our work efficiently

What do you like best about the product?

Zendesk is enough of an industry-leader that it's easy to find information about how to use it. The ticket tracking/management tools are fairly comprehensive. The functionality is very comparable to its competitors; all your normal ticketing needs are covered.

What do you dislike about the product?

Limited integrations; while Zendesk's official functionality is substantial, the limitations on integrating anything else can be limiting in functionality. If Zendesk will be your primary client contact point, this may be less of an issue, but if you're trying to use Zendesk in conjunction with other CRM tools, be sure to check for integration options.

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

Customer support management; Zendesk, as with any ticketing platform, allows a single contact point for the client to access any support resources needed. It was a great tool for us to use to streamline client support.

What do you like best about the product?

I personally like their which can be integrated with any system

What do you dislike about the product?

Some limitations about the chat integration

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

Solved Queue & ticket problems.

Recommendations to others considering the product:

Try it! It worths your attention!

What do you like best about the product?

The best thing about this platform is how easy it is to use and customize based on business needs. It also gives the possibility of having several channels through which an external or internal client can request support.

What do you dislike about the product?

You don't have the option of building a good knowledge base with the problems and solutions in place. This is an important improvement opportunity that you can incorporate.

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

With Zendesk we were able to solve the inconvenience of opening tickets by our clients. We can now follow up on them and also prioritize them based on the criticality of the problem. We improve response times and our relationship with our clients.

What do you like best about the product?

Zendesk is a perfect customer service solution that keeps everything in once place. The Zendesk platform allows for us to answer customer service tickets directly within the platform, see the status of the ticket, and send feedback surveys automatically. The internal notes feature helps us stay organized and it easily connects with Salesforce.

What do you dislike about the product?

The Zendesk platform is very user friendly and easy to use. It connects with Salesforce which is great for us. Having to jump out to another platform is not ideal, but overall is it a great tool!

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

This is key for clients to send in help desk request tickets and easily assess the response with an automated feedback survey. We have also been able to provide live chat services to our client base using Zendesk.

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.