Ticket tracking has centralized email support but remains confusing to manage and organize
What is our primary use case?
I have been using Zendesk for approximately five years now.
I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email our support email, which comes through Zendesk, and that is how we triage all of our tickets.
I was able to use Zendesk to respond to an email from a customer who could not log in. They reached out, and I was able to use Zendesk with the macros and the different fields available to respond to the customer as well as track which company it was.
We also have different internal users use Zendesk. However, it is quite difficult to delete users. We use Zendesk to track which companies or clients are submitting help desk cases and how many they are submitting.
What is most valuable?
The features I find most valuable are the different states available: pending and active, and I believe we can add other ones. I also really appreciate macros.
When we have issues, we also use Jira, and we have different macros that we have set up that let the customer know that we have submitted a Jira ticket and sent it to our engineering team. We also use macros for basic greetings if an email has come through that we have not messaged with before.
What needs improvement?
I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you what it does. Additionally, a feature to easily remove users who have left the company and no longer use Zendesk would be helpful.
Zendesk is able to track tickets, and I believe that is the main strength.
Tracking tickets does help, and it is nice to know which state they are in. However, it is difficult to find specific conversations. Once you put a ticket in different states, it is nice to know if you can find the ticket. We go through thousands of tickets, and when trying to find a specific conversation, searching for a keyword does not always work. It is helpful if you know exactly what ticket it is to see that one has a Jira ticket submitted, that one is open, that one is pending, or that one has been solved.
The organization of the tickets is quite confusing. We try to have a list organized by date, but it does not always filter correctly. We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized.
I would rate my satisfaction with Zendesk at a three or four. We have had so many different things that we have tried to do. We use Zapier with Zendesk, and that works. However, I believe it comes down to the basic functions of organization, deletion, and management of users. It is not as intuitive as we would prefer it to be, so I would rate it at a three.
The main issues are down to the organization and management of users, as well as the organization of tickets and the management of users.
For how long have I used the solution?
I have been working in my current field for about seven months. Before that, I completed a degree in information systems.
What was our ROI?
Time saved is definitely a benefit because it puts all of our tickets in one spot. Depending on which email it is, we can have all the emails forwarded to Zendesk. However, as for money saved, probably not.
What other advice do I have?
I would have them make sure that it is something they want to get into because there are definitely some pros, but at the same time, there are definitely some cons. It is not as intuitive as you would expect it to be. However, if you are willing to sit down and take considerable time and most probably spend time with support, you would likely be able to figure it out. If you are looking for a system that handles everything intuitively with easy to get cheaper licenses, Zendesk probably is not the one you would want to go with.
Currently, we only have a few licenses because it is just so expensive. With the value that we are getting out of it with the few licenses we have, we are not really impressed by it. It seems a bit too much.
We have not explored other options. We do not have any other relationships, as we just use Zendesk.
There may be opportunities with discounts or additional licenses. I do not know at this point. We are looking for maybe some way to stay with Zendesk, but currently, it just does not seem fitting for what we need. My overall rating for this product is three out of ten.
Initial software great, but lack of features and poor Support - would not recommend
What do you like best about the product?
Simple to set up and train out to end users
What do you dislike about the product?
No BCC option, for over 4 years, despite numerous suggestions on their forums.. they dont take customer suggestions into account for any future development
Having to use an API to pull simple data from our system - files not available in CSV just JSON
What problems is the product solving and how is that benefiting you?
We had not used a Support suite previously, it offers good reporting and ease of use
Poor business practices
What do you like best about the product?
Extremely customisable for Zendesk Admins
What do you dislike about the product?
Extortionate for non-enterprise business. Very slow support provided, and it's all copy-paste/automated with no human touch. Zendesk want to charge high price for automated usage without providing any drill-down or break-down how these were used, which is a functionality that was free for years.
What problems is the product solving and how is that benefiting you?
Efficiently manage all customer queries in a central place and give visibility to most agents
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.
What problems is the product solving and how is that benefiting you?
Not many apart from the phone integration
Remote Cardiac Device Rep
What do you like best about the product?
I love how when receiving phone calls a form populates with the patient's name.
What do you dislike about the product?
Zendesk drops calls alot and the service is not all so good.
What problems is the product solving and how is that benefiting you?
To be honest none.
Great ticketing system for technical support
What do you like best about the product?
I like how easy it is to use, how it integrates with our phone provider and our meeting/webinar host. Very easy to create custom macros to help automate frequently-used functions.
What do you dislike about the product?
I would like the ability to associate an email address to more than one contact, as well as using multiple shared phone numbers for contacts.
What problems is the product solving and how is that benefiting you?
Allows us to have all our support tickets available & easy to find, as well as have different people involved when necessary.
Zendesk Support Suite Review
What do you like best about the product?
I don't really like working with Zendesk
What do you dislike about the product?
The tickets don't update when customer responded on email
What problems is the product solving and how is that benefiting you?
You can Use Zendesk on answering emails but it's not user friendly as when you answer a ticket last month, you need to backread over all the conversations from the previous month so you can catch up on customer's response.
It was a decent tool and the new changes have made it unusable
What do you like best about the product?
Callum and team are attempting to help us maximize our use and are listening to the feedback where the changes have fallen short.
What do you dislike about the product?
Nobody enjoys a cost increase. The changes that are made to chat have made our team less productive. They are moving in an AI type of situation while we are still wanting to offer our higher tiered customers human contact.
What problems is the product solving and how is that benefiting you?
Chat was great and helped us identify when a customer was getting stuck at checkout or something similar. The new agent workspace will take that away. "Ease of use" below - let me explain that the tool itself is easy to use before agent workspace. The reporting features are a bit of a nightmare and now we will have to start over. This is a catastrophe.
A lot of useless features, very poor support for high-quality text-based interaction
What do you like best about the product?
On paper, it offers a lot of integrations. On paper, it checks all the boxes of what someone would want to deliver to a customer.
What do you dislike about the product?
None of the integrations do what you want. In every case, you have to implement your own from scratch. The customer-facing helpdesk interface is laughably poor in terms of text formatting and customer engagement. The knowledge base is just awful in terms of categorizing and formatting content. Zendesk is just not suitable for real-world technical support of complicated software products.
What problems is the product solving and how is that benefiting you?
Zendesk is causing more problems than it solves. We have chosen to move away from Zendesk because maintaining and customizing it is not feasible.
Receiving support is challenging and the new layout is also difficult to navigate.
What do you like best about the product?
Zendesk is relatively easy to use after you get used to it. I appreciate its phone call support and the Answer Bot, which has successfully assisted thousands of our users in resolving their own inquiries.
What do you dislike about the product?
We encountered a problem with our emails being sent to junk/spam folders or not being sent at all. We faced slow response times from Zendesk Support, and after a month, the issue remained unresolved and even worsened. Additionally, the new layout is disliked by my entire team. We are eager to have the ability to customize the layout.
What problems is the product solving and how is that benefiting you?
The Zendesk Support Suite is great for configuring the languages the help center and Zendesk Support offer, especially as we expand into new markets. However, I find dynamic content confusing and have not yet had the opportunity to use it. The Zendesk Support team actually advised against using it if it's not already a part of our workflow.
