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.

What do you like best about the product?

I appreciate that the platform can communicate with our company's in house platform.

What do you dislike about the product?

It is super slow to connect with our internal platform.

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

Customer support problems with orders placed on Boxed. Once you get used to the platform, it is super easy to use.

Recommendations to others considering the product:

Definitely compare with what else is out there, there might be more updated and innovated platforms out there.

What do you like best about the product?

Great online support system with many features

What do you dislike about the product?

Feedback takes a while to retrieve necessary data

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

Greta benefits which allows results

What do you like best about the product?

We've been using Zendesk Support on a free trial for a couple of months and it's been decent for Client relationship management. We have a variety of the different platforms (chat, etc.) to complete the suite. The Support page is great for tickets. You can manage them internally and assigned them to people. It offers great visibility into the work of others and you can see a history of when things are complete. Kind of lends an engineering-esque type of way to manage client success (with tickets).

What do you dislike about the product?

The organization of the tickets can get really confusing. The status of the tickets are only open, pending, solved. I feel like they should have more options. Also the email notification format that the ticket comes in is super annoying, because it will not display the message at all. It forces you to open the platform to view it, which might take a couple minutes and you might lose a potential new customer or angry client.

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

We're trying to create a better way to manage client requests and any reported bugs. We wanted a project management type of platform for client success team members to operate similar to the engineers (with tickets). We've realized that this organization of tasks/to-dos is very beneficial for transparency and workflow.

Recommendations to others considering the product:

Zendesk is decent, and if you set it up properly, it can provide a lot of support to your client base. The basic package for Support doesn't allow you to really make the Support page look like your own, as you can only have 2 types of questions (eg. FAQs and Community page)

What do you like best about the product?

Putting in ticket for issues was a breeze, is was easy to search for customers emails, and get any information on there recent emails, or orders.

What do you dislike about the product?

It could sometimes take a while to receive a response and or even get the issues resolved.

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

handling customer request, emails, and chats

What do you like best about the product?

Great system for customer support. We use this to manage all customer queries.

What do you dislike about the product?

Billing is a pain as has to be on credit card rather than invoicing terms

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

Managing multi channel customer support

Recommendations to others considering the product:

Be aware of the billing issue. Config can be difficult

What do you like best about the product?

The software is relatively easy to use for both technical and non-technical individuals.

What do you dislike about the product?

The software is not flexible, can use some modifications.

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

We use the software to create trouble tickets when there are computer or software issues. It has help to maintain issues under control.

Recommendations to others considering the product:

None at this time.

What do you like best about the product?

Zendesk offers all the standard features we required. Pricing was inline and reasonable.

What do you dislike about the product?

Some of the customizations we required were not available at the time we were evaluating our options.

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

Zendesk was evaluated for use against a handful of other products. We were looking for a support option to connect our staff reps with clients. Zendesk was ultimately not selected; we went with Freshdesk which fit better with our needs and provided superior customer service at the time.

Recommendations to others considering the product:

During our evaluations of different support products one thing that stood out to us was the customer service we received from the respective support staff members who we were in contact with during our trial. There was a major difference in the companies who were solely interested in selling us their product and those that were genuinely interested in improving their product. This lead our decision greatly.