My main use case for Zendesk is to serve as a CSP, a customer support platform, and to take on a leadership role in the technical support area.

In my day-to-day work, I mainly receive tickets from Zendesk, solve these tickets, and send them back via email or chat to the customer. I also generate dashboards and analytics to further understand customer behavior, SLAs, and related metrics.

I have numerous integrations with HubSpot and Slack to keep informed of specific issues with customers, as well as integration with Jira for escalations with the engineering team. Additionally, I have used Zendesk to create analytics for the director of the customer support department.

The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email.

Our team is distributed across different parts of the world, so we maintain different SLAs. We can take this into account and send tickets to people who will be awake or on the job at that time, making it easier to offer a 24/7 experience for our clients. What I appreciate most about Workspace is that I do not have to change views; previously, switching from email to chat involved a context change, but with Workspace, this has improved significantly.

Zendesk is the main tool we use to organize and reach out to customers and to completely understand the main issues, bugs, and concerns of our customers. The analytics capabilities allow us to digest all the information and tickets into practical points that we can improve, which has been key to understanding customer behavior and complaints.

I believe Zendesk needs to align more with the current era; for example, there is not a real feature for seamless interaction through Slack or Google Meet. Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform. It would be beneficial to gather all this information and use it through an AI that agents can utilize to better assist customers. Additionally, Zendesk displays data only in the default view, so more freedom in views, such as Kanban or specific customizable views, would align better with current trends.

I find Zendesk great with integrations, but it is missing the ability to offer Slack or Google Meet channels for high-end customers. This would allow key accounts to contact us directly without needing to go through the ticket creation process, which other platforms handle effectively.

The reasons I chose a rating of eight include the lack of excellent support and the rigidity of the platform. Sometimes when I have issues, their support does not offer the best response. Additionally, Zendesk needs to explore new options and provide more freedom in ticket views.

I have been using Zendesk for six years.

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable. The problem arises in support when something goes down, as their responsiveness is not very effective.

Zendesk's scalability is excellent; all the data we collect has been invaluable for improving features and impacting various teams, including product, engineering, and marketing, as we gather information from clients and potential customers.

My experience with Zendesk's customer support has not been positive. When I open a ticket for a bug, it often does not expedite the resolution process. The agents sometimes seem inexperienced, which reflects poorly on the overall support experience. There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Positive

Before Zendesk, we did not use a different solution. We started with Zendesk because we believed it was the best platform for our needs, but we are currently switching to another option.

I cannot share specific return on investment metrics because we have always used Zendesk, and we are now changing to Pylon. However, during the time we used Zendesk, we were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.

Before choosing Zendesk, I only evaluated Intercom.

I advise others looking to use Zendesk to start by setting up strong foundational elements. As you progress, it becomes increasingly difficult to remember to add specific filters or SLAs, so ensuring a solid basic setup from the beginning is crucial for effective reporting and evaluation of the support team.

I believe Zendesk is one of the best platforms available and the standard for customer support agents. However, I have noticed that they seem too large to change effectively. While I have seen improvements, my company has decided to switch to a competitor. Nonetheless, if someone is starting and lacks a clear structure for customer support, Zendesk should be the platform they begin with and use to measure other options. I provided this review with a rating of eight.