I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.
Zendesk Suite
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My experience and comprehensive review of ZenDesk Support Suite
What do you like best about the product?
As a user what I like the best about ZenDesk is its comprehensive feature that allows Customer support and has capabilities of integration with other systems like Google Suite (Google Sheets), frequency use, and automation systems for responding to some tickets. Additionally, due to its advanced features, it allows customization according to the company's specific needs and is easy to set up.
What do you dislike about the product?
ZenDesk support suite has advanced and complex features that require IT resources for configuration and customization according to the company's which also needs Budgets and extract costs. this could be a barrier to start-up companies that have small capital and low-skilled labours that might need the training. moreover, functionality of mobile app is not efficient for the users because of its slow-down during the process.
What problems is the product solving and how is that benefiting you?
ZenDesk Support Suite is solving various essential problems for our client engagement department including the Hotline and customer service team. In managing the client inquiries from various and multiple channels are being centralized in a single platform which is ZenDesk where we create categories of claims and tickets on every category. Additionally, ZenDesk is solving manual repetitive tasks and errors to automation which leads to reducing time taken for responding and SLA compliance.
Easy to use and tickets auto-populate very quickly
What is our primary use case?
What is most valuable?
I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in.
What needs improvement?
Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could be improved as compared to Talkdesk.
For how long have I used the solution?
I have been using Zendesk for three years.
What do I think about the stability of the solution?
I rate the solution’s stability a seven out of ten.
Which solution did I use previously and why did I switch?
I have previously used Talkdesk, Freshdesk, and 3CX.
What's my experience with pricing, setup cost, and licensing?
From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.
What other advice do I have?
Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy.
Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk.
Zendesk is an easy tool to use, especially when considering integration with other systems.
I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools.
When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut.
Overall, I rate Zendesk eight and a half out of ten.
Good Software, Terrible Support
What do you like best about the product?
The software is good. It's nice to have the phone systems and CRM tied into one platform.
What do you dislike about the product?
Customer service, customer service and customer service. We've purchased their top tier plan and their services teams could care less. It takes days/weeks to get a reply and the answer is typically no helpful.
We've had the phone system randomly go down and had to pull teeth to get in touch with anyone who could assist.
Recently, we entered a trial on an add-on and chose not to use it. Bad idea. We emailed their team to stop it and it still charges monthly. They keep sending a guide on self-cancellation even though our account isn't allowing us to do so.
Zendesk would be a no brainer if they are unable to fix the poor customer service experience. It looks like they are trying to go full automation (poorly) so I, unfortunately, think it will only get worse.
We've had the phone system randomly go down and had to pull teeth to get in touch with anyone who could assist.
Recently, we entered a trial on an add-on and chose not to use it. Bad idea. We emailed their team to stop it and it still charges monthly. They keep sending a guide on self-cancellation even though our account isn't allowing us to do so.
Zendesk would be a no brainer if they are unable to fix the poor customer service experience. It looks like they are trying to go full automation (poorly) so I, unfortunately, think it will only get worse.
What problems is the product solving and how is that benefiting you?
Not many apart from the phone integration
I have used this in Uber and also in Vimeo as a CRM tool.
What do you like best about the product?
It can be integrated with so many apps, ex: Translator, JIRA, Sales Force and company internal tools.
It can also be integrated with AI tools.
It can also be integrated with AI tools.
What do you dislike about the product?
Sometimes the translator does not function properly. That is the only issue I got, it could be the third-party app integration issue. But apart from that I do not have anything that I can complain on :)
What problems is the product solving and how is that benefiting you?
I have all the resources in one place to help assist my clients.
Easier to report and have the data in one place for data analysis.
Flexible with our requirements as the support team.
Also, easier for the users to write in or follow-up with previous queries.
Gives enough time for the users to write back before closing the ticket.
Easier to report and have the data in one place for data analysis.
Flexible with our requirements as the support team.
Also, easier for the users to write in or follow-up with previous queries.
Gives enough time for the users to write back before closing the ticket.
Lots of great features and intuitive UI
What do you like best about the product?
Zendesk offers a wide range of features and a comprehensive API library to support your own custom plugins and apps.
What do you dislike about the product?
Some common sense features are never developed because Zendesk is constantly on to the next big project.
What problems is the product solving and how is that benefiting you?
Zendesk supports our entire Customer Support and Customer Experience architecture. We handle all levels of incoming CS feedback from within Zendesk, across several teams. The features available and extensive API mean that there's just about nothing that we can't do with Zendesk.
An amazing customer support platform
What do you like best about the product?
The way it manages customers queries across diverse channels (Email, live chat, phone and social media), streamlining communication and improving agent efficiency. The automations to fit specific needs.
What do you dislike about the product?
The pricing especially for large team can be pretty expensive and the extensive features are not intuitive enough hence requiring some training for agents and administrators.
What problems is the product solving and how is that benefiting you?
My customers often reach out through various channels like email, phone, social media, and live chat. Zendesk unified these channels into a single platform, allowing my agents to manage all inquiries in one place. This cancelled confusion, ensured all communication history is readily available, and streamlined the resolution process.
Good value for money support tool
What do you like best about the product?
We enrolled for Zendesk in Jan this year, the experience so far has been good. Our support & internal team has been able to adapt to their service and the flexibility it offers has helped our team customise the functionality as per our need, also the support provided was good.
What do you dislike about the product?
Currently, we don't feel any downside here.
What problems is the product solving and how is that benefiting you?
Wanted a tool to support our customers as well as to monitor internal tickets, Zendesk has been a good solution here.
Capable platform with a suite of features
What do you like best about the product?
Capable platform with a suite of features that cultimainate a nearly complete customer experience (Support, Help Center, and Community)
What do you dislike about the product?
Zendesk Explore is lacking in the depth one would want out of a analytics tool. The inability to track individual article and post views is disappointing.
What problems is the product solving and how is that benefiting you?
Creating a interconnected space for customer to seek help through a variety of resources.
The most complete tool in support
What do you like best about the product?
I like how Zendesk positions itself as the leader in support systems through angaging its community, purchasing key companies to aggregate value to their offerings and features (such as Ultimate for Ai features, including an AI bot, and Klaus for QA).
The best part is you get to test new features with their Early Access Programs, and take part in improving the platform as a customer.
The best part is you get to test new features with their Early Access Programs, and take part in improving the platform as a customer.
What do you dislike about the product?
Not in support especifically, but related to it, is Explore. Zendesk could invest more time and energy in making Explore a more intuitive tool for analytics.
Also, making account managers more readily available would be nice.
Also, making account managers more readily available would be nice.
What problems is the product solving and how is that benefiting you?
Zendesk Support helps improve agent performance by providing you with the tools to create the workflow that best suites your needs.
Zendesk livechat and messaging is not working at all
What do you like best about the product?
Nothing, really, nothing! I just asked them to activate the startup plan to get started.
What do you dislike about the product?
Struggling with their support +4 days for setting up a simple live chat on our website, their mobile app is not working, their web app is not working. I've previously worked with LiveChat and Intercom, I'd go with them again instead of Zendesk!
What problems is the product solving and how is that benefiting you?
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