What do you like best about the product?

We use Zendesk for our 24/7 Customer Support teams. I like the flexibility in customizing Zendesk to fit my Support organization's needs. There are many options to auto-route tickets to the correct team of agents depending on the client's inquiry. For example, Omnichannel and Skills-based routing. This has proved to make our Support teams far more efficient. It was also easy to implement. We have also been able to integrate Zendesk into a number of other applications as well.

What do you dislike about the product?

Some features could use more functionality. Today, Omnichannel is handled by separate channel capacity models (e.g. how many active tickets and agent can take per Phone, Messaging, and Email). Instead, for true Omnichannel, it would be much better if we had a single capacity model that decided what agent would take (for example, assigning Phone, Messaging, or Email tickets one at a time based on the inbound volume is coming in). I also wish we could add individual features one at a time rather than purchasing through a suite/package (e.g. our Support teams using only AI Enhanced Writing instead of buying the whole AI Suite)

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

Automating of ticket assignments based on Omnichannel capacity models/routing and Skills Based routing. This is optimizing our team and improving overall coverage and response times.