What do you like best about the product?

I can personalize it to my needs. Like personal views, graphs in Explore, etc...

What do you dislike about the product?

The end clients experience issues signing in to Zendesk. They have to clear cookies or try a different browser to proceed with "Contacted us? Get a password." There are some small UI issues that need to be fixed.

What problems is the product solving and how is that benefiting you?

hmm, I work with it.

What do you like best about the product?

Once it's setup, Zendesk is a great way to manage support with our users. It provides a good range of options and is reliable. Users don't seem to daunted by it!

However, I recently upgraded to one of their 'Suite' plans and so far this has been a disaster. New features are broken, missing or impossible to setup. Users are trying to chat with us when no-one is available because the widget keeps them waiting even though we're offline.

What do you dislike about the product?

It's a bit expensive! This time, support has been pretty dire and right now I have zero confidence that ZenDesk will be able to fix the issues.

What problems is the product solving and how is that benefiting you?

Offering support to our users. Zendesk seems to be the best tool to do this. It's made supporting our users much easier, which is beneficial to our business.

Recommendations to others considering the product:

At the moment, no.

What do you like best about the product?

Zendesk is an excellent tool for responding to customers quickly and automating certain aspects of the communication process. The reporting on items is really solid, and there is a lot you can do with this tool. The Talk and Guide feature also provide an excellent service for most service-oriented companies.

What do you dislike about the product?

The problem I have with Zendesk is that a lot of features that you expect to be there aren't there. Many of these features are spelled out in the community from 3-5 years ago and it looks like they are all but ignored. That brings me to their training and community. The training is limited. It shows you how to do things but doesn't give any indication of why to do something. Having your support be a community forum makes it hard to find how to do certain things. Personally, I think they should make a more robust training guide rather than having a spatter of articles from all over that may or may not address your questions.

What problems is the product solving and how is that benefiting you?

The biggest problem we are solving with Zendesk is having all communication with customers flow through Zendesk so that we can document all conversations, whether it is by phone or by email. This way we can keep a record of every interaction with a client. We are also able to direct customers to the correct department without having to waste their time or transfer them to multiple people.

What do you like best about the product?

the support products like workspace, live chat.

What do you dislike about the product?

the support on users, especially the WhatsApp integration.

What problems is the product solving and how is that benefiting you?

some questions on the settings, the easy issue was resolved quickly by chat.

What do you like best about the product?

I like how custom you can make everything.

What do you dislike about the product?

The UI/UX for the agent is pretty bad. The Zendesk CS team via their live chat is very unhelpful.

What problems is the product solving and how is that benefiting you?

Having one program to respond to sales and support inquiries. Being able to hook in all of our support systems in one place.

What do you like best about the product?

I like Explore section, it is nice to see statistics. Macros, tags, triggers, and automations are helping too.

What do you dislike about the product?

I don't like that every time I contact Zendesk support I get a bunch of articles to read, instead of guiding me and answering my question straight away. I had only Taylor G. that was very professional and it took me a very short time to solve my questions with her help.
I don't like that we are able to use the Answer Bot, but there is no option to track what users are typing and that is the most important data! Also, the Answer Bot statistics is not quite clear to understand. Clicked articles - was always zero, so we reported and apparently there is a bug on your side.

What problems is the product solving and how is that benefiting you?

Zendesk Support is connected with our App and website and Facebook. It is very nice and comfortable way to communicate with customers.

What do you like best about the product?

Extremely thorough system with some incredible functionality

What do you dislike about the product?

The set up / administration is a beast, and often you will need to contact support for help. I've contacted them a couple times with minor questions, but responses take forever. We sent in a question on Dec 4, reach out twice after that and didn't get a response until Dec 16. It is now Jan 12 and the question is still unresolved because each time u send a message it can take 3-5 days to get a sentence response. We wanted to launch jan 18, so we figured reaching out about the issue on Dec 4, would give us enough time...guess not.

This isn't the only case where the slow response time has become frustrating. If you need to administer or set something up, expect that you will need lots of time to get answers from support. Planning and sticking to an original timeline will surely be impossible if you need to talk to support.

What problems is the product solving and how is that benefiting you?

We are switching off of intercom to a new, more complex, and more robust ticketing system. We are seeing much greater reporting functionality.

What do you like best about the product?

We are early users of Zendesk Support so we have not had time to fully vet all the features. We selected Zendesk because it gives us the ability to deploy a product documentation portal, secure behind a login, but without requiring an individual seat fee for every user account, as other alternatives such as Confluence do. For one monthly (or annual) fee, we can scale to accommodate as many customer-users as necessary.

What do you dislike about the product?

Most notably, what we dislike the most so far is that Zendesk couples the Owners account with the Zendesk Admin account. This means that the Owner of the account - the finance person who is actually paying the bill, must have an Administrator/Owner account in Zendesk. That account consumes a license, and the subscription level determines the price of that license. We chose the Enterprise Support with Enterprise Guide so our monthly fee is $155 per user. Being forced to allocate an $1800+/year seat to our finance person, just so we can pay the bill, is frankly ridiculous. Our workaround is to setup the payment information on our Zendesk Administrator's account. That person happens to be in Product Management, halfway around the world from Finance in corporate HQ, and from a finance control, risk management, and administration perspective it raises all sorts of headaches.
There is the additional pain in that Zendesk hides the pricing information behind a login, so the folks that are actually paying the bills cannot log back into the account and easily review pricing if we want to reassess our subscription, unless they have that paid seat. As a workaround to the above-mentioned issue, we added the Finance person to zendesk as a User, for the primary Brand. However, when that person logs in they have no access to the subscription and pricing information, since they do not have Admin privileges. If we try to come back in to the Zendesk pricing page on their website, it leads us through the Get Started flow, forcing us to create an account, etc. Which cannot be done since we already have the account setup.
The whole account Owner concept is poorly executed, and does not seem suitable for Business or Enterprise SaaS software.
As mentioned, we are new to Zendesk, but an additional point of pain has to do with setup for User accounts across Brands. Some subscription levels (which I can't verify since I cannot get to the Subscriptions page), allow you to setup 5 "Brands" or customer portals. Each Brand is a subdomain, e.g. my-portal.zendesk.com. To our best understanding, each Brand portal has a separate login. And you cannot, to our knowledge, use the same login (email) in more than one portal. That's a problem for us.

What problems is the product solving and how is that benefiting you?

We are building a product documentation portal. We have just started so we have seen no benefits yet.

What do you like best about the product?

It is easy to use, practical and allows the employes to manage information in a more organized way. In addition, it takes into consideration the privacy of the client's information.

What do you dislike about the product?

In a month it might show issues like slow performance or it crashes. In addition, when there are several users using the program they might meet in a same ticket not allowing one of them to send the response and not warning them.

What problems is the product solving and how is that benefiting you?

We take tickets providing related to an app and provide users with customer service when the app shows any issues.

What do you like best about the product?

I like that you can tag the tickets so it's easier to research issues on a global level. I like that it also stores contacts that have been previously added, so it's easier to cc someone or change a direct contact. I also like that you can integrate with JIRA as well to connect customer issues directly to our development team.

What do you dislike about the product?

I do not like that every time you close a ticket it automatically sends a survey to the customer, but will reopen the ticket once they respond.

What problems is the product solving and how is that benefiting you?

Agents and point-of-contact inquiries. Connect issues to our development team through JIRA.