Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.
Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Looks Great, not as user friendly as I had hoped.....
What do you like best about the product?
I liked how clean it looked, and how when you opened a ticket all of the information you needed from previous interactions was there at your fingertips, you didn't need to go searching.
What do you dislike about the product?
The live chat service, it is/was terrible. There was no way for a manager to take over a chat. The chat transcripts automatically emailed, was nice but not necessary. Not having the live chat open on a different tab made it difficult for our team to navigate and it was over all not user friendly for us. We have since reverted back to the old chat system and it is working out wonderfully!
What problems is the product solving and how is that benefiting you?
It is allowing us to utilize one platform that all users can access to be able to assist our customers better. The live chat service is great and has cut down on the problematic phone calls so that we can focus on sales.
quick response
What do you like best about the product?
They are responsive and helpful. If I have any issues I can rest assured that they will try to find a solution for us. overall we have not had any issues with the platforms.
What do you dislike about the product?
I'm very happy! we like the platform! No issues with it so far.
What problems is the product solving and how is that benefiting you?
helped us set up the platform.
Easy and quick software
What do you like best about the product?
It is very fast and easy to use. Tickets get created immediately and are very simple to understand within the website experience.
What do you dislike about the product?
The ticket copy recieved in emails is very confusing to understand.
What problems is the product solving and how is that benefiting you?
We are using zendesk to streamline the ticketing system to communicate better internally and externally
Zendesk has some great tools for supporting our business needs
What do you like best about the product?
The ticketing system allows us to accuratley keep track of our business processes and is important for our record keeping purposes
What do you dislike about the product?
Some of the reporting tools are not the most intuitive can be a bit confusing especially for people not familiar with the system
What problems is the product solving and how is that benefiting you?
Zendesk allows us to provide help to our customers while also keeping an accurate record of those conversations which help for record keeping purposes
Functional CRM
What do you like best about the product?
Tracking all your tickets is super easy and setting up automations helps to cut down on the work flow.
What do you dislike about the product?
No stong dislikes
The system could be a little more intuitive
the dashboard tool needs work
The system could be a little more intuitive
the dashboard tool needs work
What problems is the product solving and how is that benefiting you?
Makes it easy to stay on top of open issues and direct them between the appropriate teams
Lots of Articles! Not always the most direct answers.
What do you like best about the product?
There are a lot of articles about tools and features. They are written well and are easy to understand. Usually link to similar topics, include videos and more.
What do you dislike about the product?
There are multiple tools to do similar things, its hard to find a way to integrate them or set them up. Reaching out to support seems to only redirect to articles or provide the same information.
What problems is the product solving and how is that benefiting you?
Learning how to integrate and set up tools. Trying to self-teach and find workarounds to our company-specific needs.
Zendesk is great out of the box, but expensive and lack simple customizability
What do you like best about the product?
It is easy to initially setup, basically completely ready out of the box
What do you dislike about the product?
If you want to do anything more complex, or integrate with other applications, zendesk does not work well. It is also ridiculously expensive to get the things you could get in Jira for less than half the price.
What problems is the product solving and how is that benefiting you?
It has allowed us to quickly set up multiple ticketing systems and shared inboxes.
Useful but complicated and not very customizable
What do you like best about the product?
Works very good if you are o my trying to set up a basic ticketing system
What do you dislike about the product?
Customer support is very bad, we've never had someone who attends our company for more than a couple of months and we have an important number of licenses with Zendesk.
The platform is complicated and not very customizable.
There are several versions of the product , several chats and you are always lacking a basic feature that in order to have it you need to implement a different solution all over again.
The platform is complicated and not very customizable.
There are several versions of the product , several chats and you are always lacking a basic feature that in order to have it you need to implement a different solution all over again.
What problems is the product solving and how is that benefiting you?
It helps us to organize customer complaint with a ticketing platform.
Zendesk is great for a larger business that has lots of support requests
What do you like best about the product?
Zendesk was easy to set up and get started with. The easy of assigning tickets was great as well as being able to brand the chat that integrated directly with our website.
What do you dislike about the product?
The cost was pretty high as well as the training wasn't easy to follow. We ended up getting rid of Zendesk as we just don't have he volume needed to keep it in our company.
What problems is the product solving and how is that benefiting you?
It was solving the problem of keeping all of our support tickets in one place.
The solution has a lot of good APIs, but its stability could be improved
What is our primary use case?
What is most valuable?
Zendesk Support has a lot of good APIs. They have support for triggers, whereby instead of us monitoring Zendesk Support's system for any change, it will notify us when a change happens. So it takes a lot of our load away.
What needs improvement?
The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay. You get a new ticket on Zendesk and are able to view it in your browser, but when our program queries it for new tickets, we won't get that ticket. That takes some time to sync, and if the solution could speed it up, it would improve our work very much.
The solution’s stability could be improved.
For how long have I used the solution?
Our customers have been using Zendesk Support for more than one year.
What do I think about the stability of the solution?
Sometimes, when I query for new tickets, I get open tickets and vice versa. Zendesk Support is not a stable solution because it has some bugs.
I rate Zendesk Support a seven out of ten for stability.
What do I think about the scalability of the solution?
Three people are using Zendesk Support in my organization.
How was the initial setup?
Zendesk Support’s initial setup is easy.
What other advice do I have?
If you are using Zendesk Support programmatically, always check for inconsistencies and expect it to be unstable. Perform your own additional filtering on the data you receive to confirm whether the data you've received is what you are looking for. Also, catch the errors it reports sometimes.
Overall, I rate Zendesk Support a seven out of ten.
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