Best system ever
What do you like best about the product?
It has alot of features making it easier to use,and communicate with customers.
What do you dislike about the product?
There's nothing I would say I dislike at the moment.
What problems is the product solving and how is that benefiting you?
It assists me in resolving customer queries by communicating with customer . It also provides me with all the customer information making easito find more than one way to reach them.
Easy and Organizex
What do you like best about the product?
The interface is easy to use and the option to create child tickets help to keep multiple teams on tje same page to accomplish a common goal.
What do you dislike about the product?
I would like a better layout of when child tickets are completed so I don't have to go into them and check what the status is.
What problems is the product solving and how is that benefiting you?
Keep track of who is working on what incident or request
Zendesk Presentation was very well planned and coordinated. Great speakers
What do you like best about the product?
Ticketing system, knowledge base and it's easy to run most reports
What do you dislike about the product?
You cannot run live reports or history reports on agents use of time in the call queue
What problems is the product solving and how is that benefiting you?
It provides a history of customer calls and it is easy to send them KB articles and macros to quickly resolve tickets.
Zendesk is the best
What do you like best about the product?
It has everything we need from a support perspective
What do you dislike about the product?
No complaints. We really enjoy using zendesk.
What problems is the product solving and how is that benefiting you?
It has our tickets and chats all in the same place. Also easy to collaborate cross functionally.
Great for Data Analytics and Efficiency
What do you like best about the product?
I like that there are routing abilities and grouping areas. I also thing that the use of AI will be great.
What do you dislike about the product?
There should be a sandbox where we can test things out before going live.
What problems is the product solving and how is that benefiting you?
We are able to track responses to our customers in a more concrete way.
Intriguing
What do you like best about the product?
The functionality, what can be integrated with zendesk as well as the utilization of automation through zendesk
What do you dislike about the product?
There isn't anything that comes to mind.
What problems is the product solving and how is that benefiting you?
Ease of access. It is nice that we are able to upload KBs for users to access before they submit a ticket
User Friendly
What do you like best about the product?
Simple and easy to understand and the features are awesome
What do you dislike about the product?
Limited characters you can write in the comment box.
What problems is the product solving and how is that benefiting you?
It help me organize my daily tasks
Helpdesk software at its best
What do you like best about the product?
Automations and integrations - deadly combination.
What do you dislike about the product?
Sometimes, basic features required paid integrations.
What problems is the product solving and how is that benefiting you?
Centralise csutomrer problems from various channels and address them in a unified way.
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.
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.
