All-in-One Solution That Boosts Agent Efficiency
What do you like best about the product?
Zendesk is useful because it's all in one. It has combined a couple of our systems together making it more efficient for our agents.
What do you dislike about the product?
There are a lot of customization options available and it can be overwheling to sift through whats useful or not. It does take some time to get used to using the system and tickets.
What problems is the product solving and how is that benefiting you?
This product addresses the issue of managing multiple separate systems by bringing them all together into a single solution. It effectively consolidates everything, making things much more streamlined.
Customization and Integration that Facilitate Daily Life
What do you like best about the product?
Ease of customization and integration.
What do you dislike about the product?
The fact of not having an integrated phone (0800) as a purchase option, just like CHAT.
What problems is the product solving and how is that benefiting you?
Integrated service channels (all in the same tool), integrated chat, and uncomplicated workflow.
Quick responses and quality support
What do you like best about the product?
The responses are quick and relevant, which greatly facilitates understanding. I appreciate the clarity of the explanations as well as the quality of the support offered. Moreover, politeness and attentiveness are always present.
What do you dislike about the product?
I have nothing to complain about. Sometimes the advisor changes, but I understand that this can happen if the expertise is elsewhere.
What problems is the product solving and how is that benefiting you?
Overall, all questions regarding our problems and needs are addressed.
Collaboration across global teams has become seamless and customer behavior is now easier to analyze
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Zendesk for six years.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
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.
How are customer service and support?
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.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
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.
What was our ROI?
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.
Which other solutions did I evaluate?
Before choosing Zendesk, I only evaluated Intercom.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Robust Reporting and Ticketing, But UI Needs Simplification
What do you like best about the product?
The ticketing system and the accurate reporting on statistics and metrics
What do you dislike about the product?
User interface can be complex and hard to understand
What problems is the product solving and how is that benefiting you?
Solving the uneven distribution of work amongst the team, and also the ticketing system helps us to retrieve all customer interaction history
Fairly easy to set up, integrate and use. Some minor speed-bumps, but nothing too bad
What do you like best about the product?
it was fairly easy to set up, and I liked that it was able to build some initial KB articles from AI scraping about the industry I'm in. The interface to handle tickets is solid, and easy to set up as well.
adding the chat agent to my website was easy. integrating email with the ticketing system was fairly easy as well.
The capabilities of the support system were solid.
What do you dislike about the product?
It was annoying to get my domain name right.
I had to do significant edits to the KB articles to get them to be accurate, but that's to be expected.
adding my customers as users was a little tedious, but not too bad.
It was somewhat difficult to figure out how to tweak the ticket form to include my custom lists of areas, but I eventually figured it out
What problems is the product solving and how is that benefiting you?
I have customers who have questions about the products I support, and sometimes have bugs or issues they would like resolved. They also want access to a knowledge base that includes useful information about the products in this industry.
Omnichannel Support and Powerful Analytics Make Zendesk a Standout
What do you like best about the product?
what I like most about zendesk is its omnichannel support it supports multiple channels like email, chat, social media & phone which gives opportunity to centralize everything at one place.
It's easy to access as it is cloud based and can be scale from small teams to large enterprise. It's analytics and reporting tools are helpful to get detail insights into performance, ticket trends and customer satisfaction.
What do you dislike about the product?
One of the biggest drawbacks is its complexity because it has so many features new users may find it overwhelming and require time and training to get comfortable. Also, I personally find the customer support very slow and unhelpful especially for small companies like us. Customizing the platform requires technical knowledge or developer assistance, also I suffered performance issues during traffic times.
What problems is the product solving and how is that benefiting you?
It has really helped us to streamline our customer support. Before we used to struggle with missed messages and scattered emails but with Zendesk everything is at one place emails, chat and calls which saves a lot of time during a busy day in office and also makes it easier to stay organized. The help center also cuts down repetitive questions because customers can find out answers themselves. Overall, it has made our support much faster more efficient, and much more professional.
Reliable and Straightforward Solution That Just Works
What do you like best about the product?
I like Zendesk because it’s reliable and pretty straightforward. It’s well-established in the industry, has the core features most teams need, and generally just works without much fuss!
What do you dislike about the product?
I’d say the downside is that it can feel a bit rigid at times. Some things are harder to customise than you’d expect, and a few parts still feel like older legacy bits bolted on. It does the job, but there are moments where you wish it was a bit more flexible and modern under the hood.
For example, some of the admin settings feel weirdly buried, and things like setting up more complex workflows or automations can be clunky unless you know exactly where everything lives. The reporting side is also quite limited unless you pay for the higher tiers, and sometimes the interface still has that mix of old and new screens that don’t feel consistent. None of it’s deal-breaking, but it does make the platform feel a bit dated in places.
What problems is the product solving and how is that benefiting you?
It basically helps bring all the customer conversations into one place so things don’t get missed. It also gives teams a consistent way of working, which cuts down on faff and makes it a lot easier to track what’s actually going on. For me, the benefit is mainly visibility and speed, you can see who needs help, what’s overdue, and where the bottlenecks are without digging through different systems.
Effortless Setup and Intuitive Interface
What do you like best about the product?
I appreciate the straightforward user interface and how quickly the setup process can be completed.
It's really easy to integrate with 3rd party systems.
What do you dislike about the product?
The main aspect I would like to see improved is the way new windows keep opening every time I navigate between different areas.
What problems is the product solving and how is that benefiting you?
We are now able to interact with our clients more quickly.
The Best Customer Service Software We've Ever Used
What do you like best about the product?
Zendesk has been the overall best software we have used for customer service over the years.
What do you dislike about the product?
I cannot think of anything bad about this software.
What problems is the product solving and how is that benefiting you?
We would get 30+ requests for support daily and this software helped us wade through the nonsense easily.
