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Great usability; not yet an Enterprise product
What do you like best about the product?
Zendesk is very agent/end user friendly. The UI is clean, modern, well-designed and very easy to learn. We barely need to train people on Zendesk since it's so easy to pick up from an agent perspective.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
What do you dislike about the product?
I've been using Zendesk for three years now, both as a user and an admin. In that time, we've steadily been going upmarket and, as we've done so, I've noticed more limitations with Zendesk. I should stress that the majority of these are as an operations professional/administrator, not a user. Users have remained happy with the tool throughout.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
What problems is the product solving and how is that benefiting you?
We use Zendesk to answer technical and billing questions from our users. Great tool, has really helped us streamline our case routes and provide us with data showing that we are hitting our contractual SLAs. Also very handy to produce data that indicates we need to hire more support staff in specific locations.
Recommendations to others considering the product:
If you want a true Enterprise level product, consider other options. If you're just starting out, Zendesk is fantastic.
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Zendesk
What do you like best about the product?
Love that Zendesk has the links I need set up so that I can see all of my customer's information with one click
What do you dislike about the product?
Not being able to see what my customers see on their screen.
What problems is the product solving and how is that benefiting you?
At this stage, I can't say whether any problems were solved or benefits have been realized as it is the only help desk software I've used to date.
ZenDesk Review
What do you like best about the product?
The simplicity of being able to have multiple tabs and cases open, that was the best part of the entire program.
What do you dislike about the product?
The small font made ZenDesk a little bit hard to figure things out, but once I adjusted the screen it was all fine.
What problems is the product solving and how is that benefiting you?
Customer experience relations involving ticket management, integration with our multiple teams, multiple users, and more.
Works well
What do you like best about the product?
Works very well to track support issues
What do you dislike about the product?
I don't know of anything we dont like today
What problems is the product solving and how is that benefiting you?
customer issue and support tracking
Very easy to navigate
What do you like best about the product?
The simplistic layout and the ability to easily search keywords when I need to reference an older ticket
What do you dislike about the product?
Nothing that I can think of off the top of my head.
What problems is the product solving and how is that benefiting you?
I'm in the tech industry offering a service as a software. So I'm mostly answering technical questions about our online platform.
CRM that continues to innovate
What do you like best about the product?
I like that it is easily customizable with different companies' needs and support standards. I've used Zendesk across 3 different companies, and each has reporting and analytics set up differently (not incorrectly). It is very communicative with the customer as well, letting them know there is a ticket submitted for confirmation and that there will be an answer, as well as confirmation when the ticket is resolved.
What do you dislike about the product?
I actually dislike that the level of communication is not able to be modified. Many users request that the "solved" ticket not be sent, as do the internal teams, but somehow I have never seen an end to it.It's also not very straightforward on the reporting/data aspect.. Zendesk has its own language for analytics, and without their "key" or cipher, its almost impossible to do yourself. One of the companies I utilized Zendesk with was Enterprise and they were almost as unwilling to help/set things up as the basic user profile. That to me doesn't seem great.
What problems is the product solving and how is that benefiting you?
It provides insight into the support team and constant support to our customers. While I don't utilize the live chat at my current company, we used it in the past, and it was extremely useful. The FAQ/support center is also extremely beneficial (however, also frustrating).
Recommendations to others considering the product:
Be prepared to learn the tool inside and out to set it up...
It's a good product small product line
What do you like best about the product?
Its easy to get started with it. There are good things you can do put of the box you can go really basic and build up slowly.
What do you dislike about the product?
It's very limited. Deep reporting isn't there. Lots of things are add on apps. Some are free, the better ones are pay and by third parties.
What problems is the product solving and how is that benefiting you?
Easy customer support for the customer and the agent.
Recommendations to others considering the product:
Its a great product for any starting company. The software can grow with you the fewer products in your catalog the better.
Everything, all in one place
What do you like best about the product?
It's easy to use and has tons of features. I like the help center section. As the younger generation joins the workforce, they will be able to use the help center and the role of IT will begin to change
What do you dislike about the product?
Getting it all setup can be a little challenging. But if you pay attention to the directions and really follow them, you'll be just fine.
What problems is the product solving and how is that benefiting you?
As our company grows, we need one central location to keep track of everything. Zendesk is a great tool for that.
Ability to resolve customer's issues quickly
What do you like best about the product?
I like the ability of creating views for my accounts to see when people are writing in a bunch of tickets. I also like the ability to be copied on a ticket that needs escalation. It's integration to gmail is slick because it allows me to click on the ticket and will redirect me to the ticket inside of Zendesk. The ability to see different views as to my liking is really nice.
What do you dislike about the product?
I don't like that sometimes it copies me on tickets where other times it doesn't. The threads can get confusing of where the message stopped and started.
What problems is the product solving and how is that benefiting you?
Responding quickly to customer's issues in a timely manner and being able to report off of the the time it takes to actually respond to customers.
Zendesk nailed our requests!
What do you like best about the product?
I like the fact that Zendesk is very professional. It was pretty easy to set up. We were able to handle requests from our customers in no time.
What do you dislike about the product?
The UI. I feel like it can be improve and made much more simple.
What problems is the product solving and how is that benefiting you?
We create software and we need to have technical/sales questions resolved.
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