What do you like best about the product?

Honestly not much, it was pretty frustrating to use sometimes.

What do you dislike about the product?

Having to close out each individual ticket and not receiving the correct number of calls.

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

I'm not sure what problems they are trying to solve! I haven't realized any.

What do you like best about the product?

The product offerings are good, and it's highly customize-able to work for your enterprise organization,

We use Zendesk for our help center, which needs to be private and hidden behind an authentication. We were able to, with a bit of help from our engineers, hide our zendesk help center behind our saas cloud authentication and it was relatively easy to set up

What do you dislike about the product?

The customer support and account management teams are extremely lacking in knowledge
- our SMB account manager regularly does not respond to emails in a timely manner
- the platform knowledge of the support team/account manager is extremely lacking
- we have had an outstanding problem since February that required us to upgrade subscription, yet our problem is still unresolved
- despite multiple requests to the team working on our issues and communication that Zendesk is not working for us and preventing us from meeting our business goals, the account management team still does not respond to emails in a timely manner

Added Feb 3, 2025
While their product offering is generally good and very thorough working with their various teams continues to be a nightmare,

In Sept of this year I let them know of our intent to switch from a yearly subscription to a monthly subscription for our subscription ending in Feb 2025 and then I reached back out in January and then I was told that their contract does not allow a monthly subscription after being on an annual subsription. Further more no where in the contract that was signed does it indicate that a customer is not allowed to switch from an annual back to a monthly subscription.

While I understand what they are trying to do from a business standpoint, their business practices and the way they treat their customers are extremely shady. If I were you I would try to find another company to work with.

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

An easy to use help center interface that is hidden behind an authentication (our saas platform)

What do you like best about the product?

I'm only using Zendesk HelpDesk Guides for our product documentation. It's ok, decent permissioning and drafting features.

What do you dislike about the product?

There are some serious limitations to effective documentation that I would expect a leader like Zendesk to have figured out by now. Those limitations are:
1) There is no auto-save with Zendesk Guides. If your session times out, you're screwed and have to start again. This results in excessive saves which hinders version control.

2) The guides editor needs work. There is no support in the WYSYWIG for a colored notes/info box which should be standard in any knowledge base tool. Even Zendesks own documentation has these colored info boxes but they can only be done with custom CSS code.

3) Images in docs don't enlarge. This is another basic feature essential for product documentation that should have really been part of Zendesks MVP from day one. Full product screenshots often have lots of small text, unless you want to insert a massive image within your docs, most product screenshots are too small to read the details so being able to enlarge the image is essential. It's not possible with Zendesk without a third party paid tool and custom code. Seriously Zendesk, it's 2023... let me enlarge my product screenshots in a popup please!

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

Zendesk supports our self-service product documentation. It works but should be so much better

What do you like best about the product?

It's easy to use and has a rich feature set. Clever automations and macros. Guide (knowledgebase) is excellent.

What do you dislike about the product?

Multi-year contract locks you into paying for seats even when you don't need them. Answerbot is hard to get working properly. Some features come bundled even when you don't need to use them and you cannot tailor your subscription accordingly.

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

IT helpdesk, change management, user guides

What do you like best about the product?

It's a simple, easy, shiny solution to get a support solution live quickly

What do you dislike about the product?

It's ridiculously expensive for what it offers. There's silly limitations like editing closed tickets that aren't supported (something about cold storage), and any level of beyond-basic customization is impossible. I've heard from others in the industry that Zendesk is more common in the enterprise space, but I genuinely don't understand how this is possible unless the larger the company, the more standardized their processes become? Additionally, their reporting is terrible, and their customer support is abysmal. Run away from this product and spend the up-front investment in something like Salesforce Service Cloud that will actually support your business model and provide you with reasonable discounts. Oh, and when you're fed up with the product and ready to switch, good luck migrating. Their data migration is terrible, so you basically have to use an API script to pull everything to a manageable CSV file, and per their documentation, the second your contract expires, your instance is lost to the nether - they give you zero room to come back to them.

While Zendesk is aware of their many issues, progress is painfully slow, and they seem to prioritize shiny new features over fixing their existing product. This priority shift perfectly sums up my experience with Zendesk - it's all about the polish and marketability at the sacrifice of the actual usability of their product.

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

Managing Support Requests

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?

The truth is that it is disappointing me in every way.

What do you dislike about the product?

They take a long time to respond and if you're not attentive, they close the ticket and you have to create a new one. Additionally, the knowledge base is quite limited and the tutorials even more so when you are a developer.

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

Better attention. Better development in automation.

What do you like best about the product?

Zendesk has a trouble-ticketing system that allows us to keep track of more complex back-and-forth with customers, as opposed to our previous system, which was primarily focused on real-time chat.

What do you dislike about the product?

1) Zendesk's support is poor -- especially for a company focused on helping companies deliver support. There's a weak chatbot that simply tells me that they'll get back to me days later via email. Plan LOTS of extra time for your deployment.

2) It's sloppy around the edges. For example, I just received an email congratulating me for finishing onboarding with a big turquoise button to sign up for office hours... but that button takes me to a 404. I tried to report the issue via email (support@zendesk.com) but that bounced, and I also tried to report via web chat. No luck. There's no bot category for "your email contains broken links" or "I have no idea how to sign up for your office hours." I'm just not going to bother to report it.

3) Migration from Intercom is basically not supported. If I were going FROM Zendesk TO Intercom, Intercom provides a wizard that automatically migrates my Help content. However, Zendesk has no such feature. I have spent HOURS copy-and-pasting articles from my Intercom help center to the new Zendesk help center.

4) The UX is clunky, basically requiring you to spend hours going through their Academy to learn how to use it. Want to reply to the customer question? You click on a button that says "Submit as Pending." What?? It's also incredibly clunky to get to settings from the Ticketing section, or to go from Ticketing the Help section (which they call Guide). I'd bet that all three are built by separate teams that don't talk.

5) The built-in tools are inadequate for connecting your other systems. Something as simple as "quick links" to your other systems requires a paid add-on. In Intercom, I could easily add links to my billing system, my Admin tool, etc, all from within the main support UI. With Zendesk, you're stuck with the panel that they designed/hard-coded.

6) If you want your product team to be able to view and EDIT tickets in a useful way (for example, to view/engage on product bugs), they will need full Agent Zendesk seats. The poorly-designed "Light Agent" seats allow them to view and comment internally, but they cannot change status (resolved?) or tag other people (like another engineer?). It's extremely frustrating. I understand Light Agents should not be allowed to reply to the customer, but they need to be a productive member of the internal process. The Light Agent seat design is so restricted that it's basically useless.

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

As our SaaS company grew, the size of our team, the number of incoming customer requests, and the complexity of the incoming requests all increased. We needed a system that not only provided a persistent ticketing system for our team, but also provided visibility to our managers. Zendesk has done both of those things.

What do you like best about the product?

The modern support tools as well as the flexibility and integration with related products.

What do you dislike about the product?

The documentation doesn't always line up and the sales team tends to over simplify ZenDesk's capabilities

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

It is allowing us to work with our newer SaaS product customers that our old support tool would not integrate with.

What do you like best about the product?

The platform does a decent know job combining ticketing functionality and knowledge base functionality into one experience for customer success purposes.

What do you dislike about the product?

The company's customer service and the chatbot experience.

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

Customer service ticket and housing the knowledge base for our customers.