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Simple, helpful but powerful
What do you like best about the product?
User interface, reporting, possibility of bulk assignment of tickets
What do you dislike about the product?
It seems pretty good to me, sometimes I am lost in follow up emails, but in general good experience
What problems is the product solving and how is that benefiting you?
Helps to have a solf to structure all the customer requests
One of the best customer support ticket tracking tool
What do you like best about the product?
easy integration with email. just replying to email will update the ticket.
gives unified view of all discussions
best integration with jira
gives unified view of all discussions
best integration with jira
What do you dislike about the product?
not much. but searching tickets with text matching can be improved
What problems is the product solving and how is that benefiting you?
used in adobe customer support management.
used in reimbursement related ticket tracking like for darwin
used in reimbursement related ticket tracking like for darwin
Zendesk support
What do you like best about the product?
Zendesk made it easy to create and update
What do you dislike about the product?
zendesk was challenging to create entitlements for.
What problems is the product solving and how is that benefiting you?
It allowed us to support business users, and the ability to serve our customers
ZD Support Suite
What do you like best about the product?
What I like most about this is that everything is bundled all in one
What do you dislike about the product?
What I dislike most about zendesk suite is how hard it is for customization. I don't think I'm the only one with this issue as well.
What problems is the product solving and how is that benefiting you?
When I was in CS, it helped a lot concerning managing large influx of customer queries and emails etc
The ease of a all in one support system
What do you like best about the product?
The ease of being same to have a singe system for phones, chats, and emails!
What do you dislike about the product?
I wish when you called someone back from a missed call they would keep it all on a single ticket
What problems is the product solving and how is that benefiting you?
It’s making it to where we can resolve things without the use of multiple systems
Zendesk is losing the race
What do you like best about the product?
At this point, there's not much to like really.
What do you dislike about the product?
We compared Zendesk, Intercom, Fresdesk, and Crisp, and all of the legacy players are starting to lose grip on what makes a good and modern support tool. Zendesk in particular is convoluted, lacking features, and expensive.
What problems is the product solving and how is that benefiting you?
We were looking to build knowledge base, chat, and proactive support workflows. But integration with Zendesk was too complicated and the product is too expensive.
Easy to use for your Customer Service Needs
What do you like best about the product?
Very user friendly. Easy to use and answer questions by replying or linking articles. We use the system daily for our Customer Support needs.
What do you dislike about the product?
Nothing - able to use it on the go and on desktop
What problems is the product solving and how is that benefiting you?
Offering our customers immediate answers to questions and the the suggestion articles that come up are perfect to help save time for user.
Wonderful Service for buisness
What do you like best about the product?
The most helpful part of Zendesk Support Suite is its intuitive ticket management system. It's easy to respond to and categorize tickets, which streamlines support. Also, the ability to link tickets directly to Jira is a huge advantage—it helps coordinate smoothly with the development team when technical issues arise.
What do you dislike about the product?
There’s nothing particularly bad about Zendesk Support Suite. However, I do prefer the previous version of the main dashboard—it was more user-friendly.
What problems is the product solving and how is that benefiting you?
Customer's complain, question, etc.
Using Zendesk for our customer success
What do you like best about the product?
easy to track customer's issue, customized the fields
What do you dislike about the product?
It is not easy to integrate with Atlanssian Jira
What problems is the product solving and how is that benefiting you?
tracking customer's issues, new feature requests
Robust tool
What do you like best about the product?
As an admin, there are a lot of custom rules and workflows that you can set up for your team, and that is really useful.
What do you dislike about the product?
As an administrator, I don't like how you can't delete staff/agent accounts from the admin portal, you have to go into Zendesk support to "downgrade" them to an end-user. Its clunky and has left unwanted artifacting after employees have left in the past.
What problems is the product solving and how is that benefiting you?
Customer support is robust
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