What do you like best about the product?

Easy to use and configure, messages to custoerms include the entire thread so that they do not need to use the web interface.Decent collaboration features for external users.

What do you dislike about the product?

Every new development makes the product LESS useful to us. Instead of improving the product it keeps getting worse. Customer feedback is consistently ignored and teh general attitude is 'we know what is best for you". Also, some of the most baisc filter fucntions are not avaialble.

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

Zendesk is our tool for providing excellent, prompt, and consitent support to our customers and partners. We use it to have a standardized and collaborative approach to make sure we resolve questions and issues.

What do you like best about the product?

End-to-end support, with a help center portal, FAQ integration, and more.

What do you dislike about the product?

The BI tool needs improvement though, as it is not easy to use, and has proven to be useless.
It's very hard to get help when you need help. Zendesk customer service is not efficient at all , and it's very hard to talk with someone that understands the product and effectively helps you. Their first line/tier 1 agents are outsourced companies from third-world countries, that are completely disconnected from the main company.

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

Manage support tickets and provide an FAQ portal.

What do you like best about the product?

There is nothing I find valuable about Zendesk. The products are clunky, the support is non-existent after you get thruogh the sales process and they constantly try to sell you bot interaction as the future of Customer Care but their own bot is terrible at resolving issues.

What do you dislike about the product?

Everything. The way they handle issues is a pain, their products don't feel like they were tested by real customer care agents and are missing major features that inhibit the functionality of the products. They constantly upsell you on the next tier which means paying more per month to get very basic features.

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

They are attempting to help us finalize a departure from Zendesk. Of course, it took way too long to resolve.

What do you like best about the product?

We can update fields and messages from Zendesk to Monday. I can create a new item on Monday by using Zendesk fields information and messages. So I can generally push data.

What do you dislike about the product?

We can not create a new ticket from Monday to Zendesk and I can not update any field and message. We must do them. I used another integration for them. We have to create new customers but we can not do it.

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

It is helping us with the department. Some customer does not know English and knows Turkish. So we create the Turkish language department and the English language department. So every customer gets in touch their language.

What do you like best about the product?

I didn't need to contact support many times, as the tool is extremely self-explanatory, but when necessary, it offers a plethora of help materials, so I don't even end up contacting support via chat.

What do you dislike about the product?

I haven't had a negative point to describe yet.

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

Integration of various communication channels for customer service into a single comprehensive tool, including reports and data dashboards

What do you like best about the product?

Zend Desk is user-friendly and flexible to adapt to your business needs. It is powerful in offering great options to customize things to your requirement. Trigger and Automation are so far the most powerful tool. I also, love the explore Reporting and Analytical tools. Better than all the other services available in the market.

What do you dislike about the product?

Some basic stuff is missing which I am surprised to know that the ZenDesk product team has been working on adding for years. Lookup relationship fields missing from Explore, Not being able to add missing fields to the closed tickets. No Rich text option when you set up notifications through automation, No audit logs or stats are available on the explore for notifications sent through the automation.

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

Zendesk Support helped in solving many issues. A few noticeable are helping to edit Email Templates, help in adding post functions in Jira to change adding internal notes in ZenDesk etc.

What do you like best about the product?

The ability to maintain an internal knowledge base and then have support workers use and search that knowledge base from within an inbounded ticket is very useful.

What do you dislike about the product?

I emailed my Account Executive to say I was having an urgent problem (our folders in our Help Center weren't working, and customers were inbounding about it). The AE didn't respond for 2 weeks, and when she did, she asked "is this issue resolved?" I should hope so, considering it was an urgent problem that happened two weeks ago. (I did get someone from ZD support who helped me identify the problem same day.) I was shocked and that it took this person two weeks to respond to my email, and appalled at her nonchalant response. I responded a couple weeks later to say how disappointed I was in Zendesk's customer service, and now it's been 8 days and I still haven't heard from my AE. For a company whose entire existence is about enabling organizations to have top-notch customer support, its support of its own customers is atrocious. While I'm grateful to the individual support team member who helped me solve my issue, the relationship my AE has created is nothing short of terrible.

I've been working with Zendesk for 2 years, and in the few times I've had to reach out to support, I've generally had a negative experience. Because I don't often need to submit a ticket, when the need arises, I find it almost impossible to figure out how to do so. It's not intuitive at all. And on top of that, It's almost impossible to get immediate support. Having these experiences over time taught me to try to solve everything myself and to try to avoid ZD support at all costs. Any time I did figure out how to submit an issue, I was unable to simply start a chat with ZD support using the chat bot. This was especially frustrating because that chatbot really makes it seem like you're going to talk to a live person, and then suddenly it shows a message indicating that you'll receive a response within 2 days. I'm honestly surprised that for a company whose entire existence is about enabling organizations to have top-notch customer support, it does such a poor job of supporting its own customers

As an additional frustration, I reached out to ZD Support to say that while I was setting my folders to automatically sort alphabetically, I wasn't seeing this actually happen. It turns out that Zendesk build this feature to sort articles on the front-end, but the back-end doesn't sort articles based on the user's configuration at all. This makes it difficult if not impossible to know for sure what customers are seeing when I'm working on articles in the back-end. This is a half-baked feature, and I'm shocked Zendesk felt this feature was appropriate to release when it was only half-done.

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

Currently I don't find that Zendesk is solving any problems that are helping me. As a technical writer, I spent my days writing in Zendesk's back-end. I find their Guide feature sorely lacking in small and large features that make technical writing quick and easy for a documentarian, as well as making the search experience efficient for my users. The Guide product is an after-thought compared to the Support product.

What do you like best about the product?

Easy to use, intuitive, and you can really build some neat things explicitly customized for your org's setup if you are creative and understand the boundaries of what Zendesk can and cannot do.

What do you dislike about the product?

Sometimes triggers and automation setup did not work as intended. Zendesk Support Suite still cannot take the place of an actual CRM like HubSpot or Salesforce.

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

Being able to answer customers efficiently and not having to spend a ton of time understanding how to navigate the system. The Zendesk team did a great job designing the UI and therefore made it easier to train new employees.

What do you like best about the product?

With Zendesk, you can do multiple tasks. You can make calls, send emails and chat.

What do you dislike about the product?

None so far. Everything is working fine at the moment.

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

Responding to customers' emails is easy with Zendesk. It stores MACRO that you can use to answer an email. You can also see all the emails you answered and saved in one folder.

What do you like best about the product?

Incredibly customizable. Do not need outside support to build views/macros/emails, etc.

What do you dislike about the product?

Better organizations of macros would be a plus

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

Way to manage customer service for 20+ CS email addresses in one place