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.
Which deployment model are you using for this solution?
Hybrid Cloud
I am very disappointed using Zendesk Support
What do you like best about the product?
I had a pathetic experiuence with Zendesk. Their customer support appears lack of experience and knowledge needed to resolve problems in a professional and timely manner. I contacted Zendesk Support Staff everytime I ran into an issue, but the response or the trouble shooting was never so satisfactory. I am very disappointed because it impacted our business a lot.
What do you dislike about the product?
I dislike their support serive because they never helped me to resolve an issue, even they created a mess for me which ended up costing me a huge loss in my business
What problems is the product solving and how is that benefiting you?
It is solving the cutomer engaugement, but the support team is messing everthing.
Excellent platform for supporting your customers
What do you like best about the product?
Solid user experience, reliable, no downtimes, high customizability. Built-in knowledgebase, and good support for templates. Fair pricing, allowing to give access to a large team via light agents.
What do you dislike about the product?
Honestly, nothing. Maybe being able to track in detail the time spent on every customer would be a nice addon as we had to implement it by ourselves.
What problems is the product solving and how is that benefiting you?
Supporting customers via email. Typically providing technical support requests about our products (such as CKEditor 5).
Data analyst
What do you like best about the product?
Interesting, really enjoy that it can be used with other platforms to make my life easier
What do you dislike about the product?
Similar to other platforms & plugins available
What problems is the product solving and how is that benefiting you?
N/a
Zendesk - Helped Streamline Customer Service
What do you like best about the product?
Ability to assist users with customer service
What do you dislike about the product?
Emails do not look user friendly to outside Zendesk users
What problems is the product solving and how is that benefiting you?
Assisting users with written communication to clients
Zendesk Support Experience
What do you like best about the product?
Very intuitive to use and the categories/groupings allow customer success agents to prioritize issues.
What do you dislike about the product?
Not about the functionality but more of the pricing.
What problems is the product solving and how is that benefiting you?
Being able to identify key customer complaints and prioritize which.
User friendly!
What do you like best about the product?
I love using zendesk, I hadn't previously used an sort of CX ticketing platform so I was nervous coming in but the platform is so easy to use and navigate I was able to jump right in. Our CSM is also so great and helpful.
What do you dislike about the product?
I don't have any complaints, I really enjoy it.
What problems is the product solving and how is that benefiting you?
We use it for customer inquiries and complaints. It's easy to navigate their question to the right department of our tier one agents are not able to answer
Best Supportive App
What do you like best about the product?
-It is easy to use and get to know more about app everyday we use it
-It doest not require Tecnical knowledge to use it
-We can easly split us my work load and departments according to brands
-It made it very simple and easy to adapt
-It is the best app to support customer and because of that we started using frequently
- we can easily Integrate with other app like Intercome
What do you dislike about the product?
The customer support is slow whenever we face issue an escalate it they respond bit late but appart from that everything is super cool
What problems is the product solving and how is that benefiting you?
By using Zendesk it is now easy to connect with internally and externally both ways
--We can easily make tickets and send it to other integrated apps like intercome
--It is almost bug free we rarely face any issue while working
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
An easy to use, quite advanced ticketing system lacking a few minor things.
What do you like best about the product?
The macro-functions
The automations
The Triggers that are especially nice to use.
What do you dislike about the product?
Handling of team members could be easier
An easy way to export the data from the basic report included in zendesk.
What problems is the product solving and how is that benefiting you?
It helps us sort the incoming tickets into different teams depending on who they are from, also ranking them in urgency to solve.
We can then easily divide them up depending on what needs to be done in that ticket.
