Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.
Zendesk Suite
ZendeskExternal reviews
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Overpriced, support sucks big time, sales team are super sneaky -- avoid Zendesk
What do you like best about the product?
The software itself is good, the company just sucks
What do you dislike about the product?
The support sucks
There's basic features on the roadmap that are completely ignored
Sales team are super sneaky and have straight up lied to us more than once
There's basic features on the roadmap that are completely ignored
Sales team are super sneaky and have straight up lied to us more than once
What problems is the product solving and how is that benefiting you?
Zendesk software is great but the company sucks
Shocking Service & Support - Easily the worst i have had - EVER
What do you like best about the product?
Software is great, the best bet is to find a professional online and pay a little to have them configure it for you, once its up and running it is really and truly awesome.
What do you dislike about the product?
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even the most basic things
Also, you can add users whenever you want, but to downgrade or remove a user you need to give up to 60 days' notice?! (check your MSA)
I submitted a ticket to let them know I was leaving, and my account manager (never heard from them before) was in touch in hours, and when he got on he had no idea that we were leaving or really anything about us.
so to recap
* Poor Service
* Slow Service
* Unorganized
* Most of them don't even know their own product
id say that zendesk has some serious issues internally but looking at the other reviews on here I'm not the only one that is thinking that.
We actually switched to an inferior product because the service was so poor. We are still the same with fewer features because other company actually cares.
sorry Zendesk, for support software, your support sucks.
Also, you can add users whenever you want, but to downgrade or remove a user you need to give up to 60 days' notice?! (check your MSA)
I submitted a ticket to let them know I was leaving, and my account manager (never heard from them before) was in touch in hours, and when he got on he had no idea that we were leaving or really anything about us.
so to recap
* Poor Service
* Slow Service
* Unorganized
* Most of them don't even know their own product
id say that zendesk has some serious issues internally but looking at the other reviews on here I'm not the only one that is thinking that.
We actually switched to an inferior product because the service was so poor. We are still the same with fewer features because other company actually cares.
sorry Zendesk, for support software, your support sucks.
What problems is the product solving and how is that benefiting you?
we were big users of the support suite, we used it for all of our internal staff support as well as our clients and their vendor's support .
Useful but complicated and not very customizable
What do you like best about the product?
Works very good if you are o my trying to set up a basic ticketing system
What do you dislike about the product?
Customer support is very bad, we've never had someone who attends our company for more than a couple of months and we have an important number of licenses with Zendesk.
The platform is complicated and not very customizable.
There are several versions of the product , several chats and you are always lacking a basic feature that in order to have it you need to implement a different solution all over again.
The platform is complicated and not very customizable.
There are several versions of the product , several chats and you are always lacking a basic feature that in order to have it you need to implement a different solution all over again.
What problems is the product solving and how is that benefiting you?
It helps us to organize customer complaint with a ticketing platform.
Engage with your customers in one platform whenever wherever!
What do you like best about the product?
Basic channel integration is there, new products and sub-functions in the pipeline.
What do you dislike about the product?
Broad topics on configurations; sometimes would require tech and coding to achieve end results.
What problems is the product solving and how is that benefiting you?
Channels in silo - achieving a multi-unified stream for all integrations.
Ease of operation for agents when interacting with users.
Ease of operation for agents when interacting with users.
Zendesk is great for a larger business that has lots of support requests. It helps tickets stay organized and monitor stats around customer support.
What do you like best about the product?
As our team has grown, Zendesk has helped us stay on top of customer support requests.
What do you dislike about the product?
Cost still remains pretty high. The value is there, but as a small business, it is something. That we are monitoring.
What problems is the product solving and how is that benefiting you?
It was solving the problem of keeping all of our support tickets in one place.
Amazing tool
What do you like best about the product?
Its very easy to use and the reports tab are extremely user friendly.
What do you dislike about the product?
The people page pop up is a tad bit counter-production
What problems is the product solving and how is that benefiting you?
Customer Care email and chat services.
Good Dashboard
What do you like best about the product?
It offers a customized dashboard on the common Metrics like number of tickets created, Solved one-touch tickets, and SLAs
What do you dislike about the product?
Building your own dashboard is a little difficult at first but once you learn how to create reports you will be good to go although it takes time
What problems is the product solving and how is that benefiting you?
We are able to create reports and use this for high-level reporting and analysis
Zendesk Customer Support is Mediocre at Best
What do you like best about the product?
Zendesk offers a user-friendly interface that allows agents to navigate and manage customer tickets efficiently. The platform provides various automation tools and workflows, which can streamline support processes and improve response times. Zendesk offers customizable reporting and analytics features, allowing businesses to gain insights into their customer support performance.
What do you dislike about the product?
It's their Customer Support. One of their agents took 40 minutes to respond. I got frustrated and asked for a Manager. The Manager, whose name is Michael, deliberately transferred me over to one of their support people. He did that despite me waiting for over an hour to get a Manager. Until now, my issue has not been addressed properly and Zendesk's support team just blew me off. This support team is full of unprofessional people which is very disappointing for a company this big.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite aims to address various challenges commonly faced by businesses in managing customer support interactions. By providing a centralized platform for ticket management and customer inquiries, it offers the potential benefits of improved efficiency, streamlined processes, and enhanced customer satisfaction.
The solution has a lot of good APIs, but its stability could be improved
What is our primary use case?
What is most valuable?
Zendesk Support has a lot of good APIs. They have support for triggers, whereby instead of us monitoring Zendesk Support's system for any change, it will notify us when a change happens. So it takes a lot of our load away.
What needs improvement?
The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay. You get a new ticket on Zendesk and are able to view it in your browser, but when our program queries it for new tickets, we won't get that ticket. That takes some time to sync, and if the solution could speed it up, it would improve our work very much.
The solution’s stability could be improved.
For how long have I used the solution?
Our customers have been using Zendesk Support for more than one year.
What do I think about the stability of the solution?
Sometimes, when I query for new tickets, I get open tickets and vice versa. Zendesk Support is not a stable solution because it has some bugs.
I rate Zendesk Support a seven out of ten for stability.
What do I think about the scalability of the solution?
Three people are using Zendesk Support in my organization.
How was the initial setup?
Zendesk Support’s initial setup is easy.
What other advice do I have?
If you are using Zendesk Support programmatically, always check for inconsistencies and expect it to be unstable. Perform your own additional filtering on the data you receive to confirm whether the data you've received is what you are looking for. Also, catch the errors it reports sometimes.
Overall, I rate Zendesk Support a seven out of ten.
Fantastic! Zendesk is where you need to be for Ticketing.
What do you like best about the product?
feature that I appreciate about ZenDesk is its flexibility and scalability. The platform caters to businesses of all sizes, from startups to large enterprises, and offers various pricing plans to accommodate different needs and budgets. Additionally, ZenDesk integrates seamlessly with other popular business tools and software, such as CRM systems and productivity suites, enhancing workflow efficiency and enabling a holistic view of customer interactions.
What do you dislike about the product?
Advanced analytics features, such as customizable dashboards and more advanced reporting metrics, would be beneficial for businesses seeking to gain deeper insights into their customer support operations and performance.
Let me know if I'm missing anything however!
Let me know if I'm missing anything however!
What problems is the product solving and how is that benefiting you?
I needed a professional solution and a reliable company that I could trust. I've needed to go through quite a few 'less-than-ideal' trials to find this one, but it's what I'm recommending to my clients and anyone reading this.
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