Not as intuitive as other options, but more reporting flexibility
What do you like best about the product?
I like how easy it is to set statuses for tickets and the customization included.
What do you dislike about the product?
Their customer service has not been as good as I thought it was going to be. We were not as supported as I thought we would be during implementation.
What problems is the product solving and how is that benefiting you?
Customizable analytics tool. There's multiple ways to dice up data from our support tickets we receive, which is a huge benefit.
Support Ease
What do you like best about the product?
I love that I am easily able to see what my support team is spending time on, to better allocate resources and our time wisely.
What do you dislike about the product?
Some things are not as intuitive and takes a lot of research and the support takes a while to get back.
What problems is the product solving and how is that benefiting you?
Its allowing us to have all of our support localized to one system, for email, chat and phone calls.
Stable tool, making it reliable for handling tasks but difficult initial setup
What is our primary use case?
My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.
It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
What is most valuable?
It's a very stable tool, very powerful.
What needs improvement?
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions.
Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.
Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
For how long have I used the solution?
I have experience with this solution. I worked with it for five years.
What do I think about the stability of the solution?
It is a stable product. I worked on it for five or five students. It's very stable.
What do I think about the scalability of the solution?
Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution.
How are customer service and support?
The support team is time-consuming, and they don't find the answer to our problem.
Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.
How was the initial setup?
The initial setup is very difficult, and we had to use support help for the account setup.
What's my experience with pricing, setup cost, and licensing?
You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.
Back then, we were paying $51 per license for agents and $89-90 per license for tech users.
We were paying around $2.25 million per year.
What other advice do I have?
I would suggest using a trial version first and reading the logs before using it.
Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
Great software for support
What do you like best about the product?
It is easy to use, we really like that everyone can onboard and get started without training
What do you dislike about the product?
Lack of basic features such as a process automation layer. We need zapier for small things.
What problems is the product solving and how is that benefiting you?
Providing a good support experience
Not a fit for me
What do you like best about the product?
Honestly, I don't like Zendesk. Beside my preferences, Zendesk was a tool that I had to use daily since we had to interact with the customers daily.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional.
What do you dislike about the product?
The thing that I always dislike about Zendesk was the notification sound in the moment when a chat was assigned to you. It was a loud and long bell sound, even if I tried to modified, I never found the option to change the notification sound.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired.
What problems is the product solving and how is that benefiting you?
Zendesk assigned tickets to agents in order to provide answer to the customer's inquiries through email and chats. Also, it integrated
calls, so the managers were able to solve specific issues directly with customers.
Zendesk helped to assigned the workflow of tickets evenly depending on the number of agents available, provided the necessary tools to complete our daily tasks.
A solid foundation for a platform, but a long way to go
What do you like best about the product?
Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates. The ability to easily filter tickets into different queues makes delegating and organizing ticket work easy, accurate, and efficient.
What do you dislike about the product?
While the program works fine most of the time, there are a number of bugs that can throw a wrench in my workflow (being forced out of tickets right after opening them, saving notes sometimes shows errors when they were posted fine, etc.). I feel like there are a number of missing features as well such as the ability to add or remove cc's when batch updating tickets, and a "library" of sorts where files can be uploaded and automatically assigned to tickets based on conditions such as coding, assignee, etc.
What problems is the product solving and how is that benefiting you?
Provides an effective platform to connect and chat with both customers and service partners, offering a common area for myself and colleagues to share and view information that is crucial to collaboration and quality control. A variety of coding fields and filters for views provides accurate reporting & work delegation amongst my team while ensuring no ticket is left behind or lost.
out of the box simple to use - features can get complex
What do you like best about the product?
it syncs well with our current tech stack, simple enough to use right away out of the box. customizable if needed, but basic enough for anyone to understand. works well with teams big and small.
What do you dislike about the product?
it can get complicated. Lots of features, customizations, but not a ton of support on implementing (not without a high $$ at least). Basic/standard is pretty boring, their sales team is not technically saavy and usually just reaches out to get you to upgrade.
What problems is the product solving and how is that benefiting you?
ability to organize and repond quickly to customers who have general questions. Using macros, we can not only respond quickly, but have a unified and similar verbiage for every customers so there is no issues with communicating.
Mixed bag, what almost worked, has been made less functional
What do you like best about the product?
Once you figure the features and how to use it it's fairly simple.
What do you dislike about the product?
Not all view's shown on dashboard and not easy to find. Conversation readability has been mangled and sacrificed to benefit the online support subset.
What problems is the product solving and how is that benefiting you?
We needed a support tool and this satisfies the need, but the focus on chat's and social has hampered the basic help desk experience.
Zendesk Agent Workspace Review for HR Service
What do you like best about the product?
- tracking inquires
- assigning inquires
What do you dislike about the product?
- cannot assign tickets to a Group it has to be an Agent
- limited reporting capabilities
What problems is the product solving and how is that benefiting you?
tracking and assigning inquiries that comes to our HR shared service
Great Product not so great service
What do you like best about the product?
Overall I just really like the product it been good for our team.
What do you dislike about the product?
The delay on assistance when there is an issue or product. Thanks!
What problems is the product solving and how is that benefiting you?
Customer and Sales Team interaction and problem solving.
