Zendesk Suite

What do you like best about the product?

Zendesk for Customer Service is a mature platform/ecosystem that can be depended on to handle even the most complex support operations. In my opinion, Zendesk is still positioned to be the de facto leader in this space.

What do you dislike about the product?

Some of the integrations with other products and add-ons within the Zendesk ecosystem are clunkier than would be expected. For example, user administration for ZD WFM is not a truly integrated experience which creates significant admin overhead. Another example is how you can't filter tickets within Zendesk Analytics based on ticket tag without first creating a custom attribute filter. There are many such workarounds that are required to get each product to be effective that seem like significant oversights.

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

Zendesk Customer Service helps us manage tens of thousands of customer and user support requests a month in a single, unified platform.

What do you like best about the product?

Zendesk for customer service has provided the most comprehensive end to end solution for all our global needs. It's infinitely scalable, and customizable, making it a valuable tool regardless of the stage your business is in.
Native to Zendesk is every tool you could possibly want, but Zendesk maintains an incredibly user-friendly infrastructure that can plug in with any external vendor you may want to collaborate with.
Overall, what I like best is that if I can dream it up, I can build it in Zendesk - 99% of the time, without the help of a tech or dev team!

What do you dislike about the product?

Zendesk's pricing can be a little frustrating as many services are ala-carte. In addition, many require a "per agent" fee, regardless of whether the agent will be using that service.
They seem to be re-evaluating this process with new products, but worth a double check of your pricing options before signing.

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

Zendesk allows us to maintain a very large, multi-brand enterprise tool - easily. As the sole admin for our company, I'm able to maintain services for 50+ brands and help centers, using the enterprise tools available out of the box from Zendesk. I don't need to involve a tech team. If we need to change a workflow, or implement a new tool, I can easily do that in a few minutes and a few clicks.
Ease of use, in an otherwise challenging line of work, is a tremendous benefit!

What do you like best about the product?

The variety of native tools available to add efficiency to day-to-day support operations can’t be beat. It’s easy to navigate between features and quickly see where you can make improvements to what you’ve already built out. The agent interface is clean and intuitive, making it straightforward to find what you need and keep work moving.

What do you dislike about the product?

I’d love for someone to audit my account and make recommendations on how I can better utilize all of the tools. I wish there was a CRM tool as well.

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

We had previously used standard email support. This was the tool we needed to evolve our customer experience. It was completely untrackable before we implemented Zendesk.

What do you like best about the product?

All emails in one place, anyone can jump in to assist, either leaving an internal note for the agent, or working with the customer.

What do you dislike about the product?

Omni-routing requires a lot of different triggers, but too many triggers does not allow for proper routing.

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

When people go on PTO, anyone can pick-up where someone left off, allowing the agent to enjoy time off and not worry about work

What do you like best about the product?

ZenDesk is easy to use and the support at all levels is fantastic. We have people who understand our business and want to see us be successful. It is an easy to use platform with options like crazy and they just keep adding them. I am confident in my ability to make changes to the backend and if I cannot figure it out there is always someone there to help. It is an all in one system that means I can focus on my customers and doing business.

What do you dislike about the product?

I dislike that everything is an add-on. You have to purchase everything individually and it can get quite pricy. There are items like real-time reporting that should be included from the get-go but you have to pay to add it one. It feels like they just want to sell you another product rather than putting together plans that make sense for businesses. Some of the rules around SLAs and automation/triggers can be difficult to work with and many require doing odd things to make them work.

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

We are solving having numerous business lines and departments working in one system. We are figuring out how to build forms that give us actionable data and help to identify issues that we can take to our internal departments to work to decrease customers' need to contact Support for help. We are also solving the problem of separating our customer's individual help centers so we can share information across items that apply to everyone and those that are customer specific.

Recommendations to others considering the product:

For the cost this is a great option for those looking for something that is had a to of options.

What do you like best about the product?

Zendesk is a trendsetter for keeping up with the latest technology

What do you dislike about the product?

If you have an issue you have to open a ticket and wait for an email and that could take 2 or 3 days when you need help now

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

Zendesk is making it easier through technology to be able to keep knowledge up to date and relevant

What do you like best about the product?

There's a lot of things that can be done. There are apps for things that are not native, but even with the standard suite, it will get you a good base to work with. There are plenty of options and ways to deal with tickets and a good solid system for a knowledge bank.

What do you dislike about the product?

Ironically, Zendesk's customer service is not that great. They are slow to respond if you have to deal with a representative in another time zone (and with the size of Zendesk, I shouldn't have to deal with US representatives as a EU company).
Things that are in development can take literally years to be finished if they ever will be. I've had multiple cases of things that just doesn't work very well, and as I google it I see people having the same issues years back and that Zendesk has said "they are working on", and even years later after that, they still haven't finished. This is actually more the norm than exception whenever I run into a problem with the product that feels like there should be a solution for it.
AI development seem to go much quicker though, but even so they are lagging behind a bit and we've opted to use a non-native chatbot solution which is both cheaper and better despite being an external service.

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

We have 14 different stores at the moment (3 brands in 4 markets, and 2 brands in 1 market). Zendesk does a good job collecting tickets from all our stores and makes us able to work on them collectively and to tag them to specific markets and brands for both general and more specialized support. We can also easily send tickets to product specialists and our inhouse repair workshop for help solving tricky tickets.

What do you like best about the product?

reporting for compliance reasons is made easy to manage controls, test compliance governance

What do you dislike about the product?

pricing scheme is odd and there should be a way to contact/ connect with other vendors / partners

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

allowing us to track complaints and partner issues.

What do you like best about the product?

Zendesk works out of the box and doesn't require extensive skills as is required as a salesforce admin.

What do you dislike about the product?

Zendesk has significantly improved its customized value with action and app builder, but there are still many basic functions that require a Trigger or some custom-built app i.e. I just spent a few hours implementing a Trigger and custom action to copy parent ticket priority to the child side conversation, something that's been asked for for years in the Community.

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

I have 12 Brands and am working to integrate another Brand, so I would say it's working well.

What do you like best about the product?

I’ve been really liking all the recent updates and features

What do you dislike about the product?

Advanced AI is difficult to configure and impossible to do self-service. More guidance, support and training are needed but I also think that we need to have better no code solutions and field mapping available to be able to route and escalate requests more easily.

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

Despite a long ramp up process Zendesk is resolving a good number of cases before they start, though I’m not sure if it’s beating out legacy article suggestions.