I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.
Zendesk Suite
ZendeskExternal reviews
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Great reporting
What do you like best about the product?
Zendesk offers easily assessable reporting
What do you dislike about the product?
Zendesk has long loading times for certain reports
What problems is the product solving and how is that benefiting you?
Zendesk's ticket management option gives me live access to worked tickets. Offering a wide range of data on productivity and tickets worked per personal.
Simplified workspace
What do you like best about the product?
The ability to integrate different departments to solve customer queries while ensuring that we can keep the basic functions that come with Zendesk for day-to-day uses.
What do you dislike about the product?
The integration of email domains is still a challenge but once that can be figured out then it becomes more sufficient to utilize daily.
What problems is the product solving and how is that benefiting you?
Forwarder for Zendesk is bridging the organization's gaps by resolving customer queries and responding to customers much more quickly. This enhances the level of service the organization gives to better benefit existing customers.
Zendesk review
What do you like best about the product?
it has granular integration options with most of the third party applications
What do you dislike about the product?
Princing needs to be reduced. currently we are paying 155$ per user per month
What problems is the product solving and how is that benefiting you?
Our product customers raising any issues, it comes to the Zendesk as a ticket and our team work on it towards resolution
It is a good way to communicate with customers promptly and effectively.
What do you like best about the product?
I am able to see all respond to an customer queries immediately and my customers can contact me directly without having to call
What do you dislike about the product?
Pop up notifications would be very helpful as I have to go into the app in order to see when I have received any communication from a customer
What problems is the product solving and how is that benefiting you?
Some customers prefer to communicate by text and do not want to call for every little issue so they are able to speak to me directly easily and I am able to respond immediately.
Support FAQs localization with Zendesk <> CrowdIn
What do you like best about the product?
The sync between Zendesk and CrowdIn is really handy and help us to publish our Support FAQs—a different website—timely and intuitively.
What do you dislike about the product?
We had issues with the sync in the beginning, but it was a matter of API sync with the dev that was solved. Sometimes adding new languages (locales) ended up in issues due language codes (like PT, PT-BR, for Portuguese), so it's something to consider. Another example: for the app, we use /nb for Norwegian and we had to sync /no with Zendesk because /nb wasn't working. But as our Support FAQ is another website, that's not an issue.
What problems is the product solving and how is that benefiting you?
Localization in multiple locales.
Great tool for support through chats and emails
What do you like best about the product?
It's a user-friendly tool that facilitates easy interaction with customers through chat and email. The suggested responses are also very helpful.
What do you dislike about the product?
The AI feature of Zendesk can generate more human-like responses.
What problems is the product solving and how is that benefiting you?
Zendesk allows me to communicate easily with customers and quickly identify their accounts and details. The AI feature and trackros are user-friendly and helpful for live channel interactions.
Zendesk is the tool where you can use it at ease. Great tool to use
What do you like best about the product?
It is really easy to use and troubleshooting is as easy as 123
What do you dislike about the product?
The sound it makes when taking chats as it is a bit loud lol
What problems is the product solving and how is that benefiting you?
Gaming
Zendesk honest review
What do you like best about the product?
Zendesk is a user friendly software and we used for the ticketing of the customer's to reply to there queries and the best part was if the customer is regularly asking the same query we could easily find it out.
What do you dislike about the product?
The reporting system was not so much with its features as like other products with each and every details.
What problems is the product solving and how is that benefiting you?
I was working in an e commerce platform there we used get customer queries through Zendesk and we were resolving them within the given SLA.
Easy to use and tickets auto-populate very quickly
What is our primary use case?
What is most valuable?
I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in.
What needs improvement?
Sometimes, the calls do not record, and your conversation is cut midway. When you want to do a call calibration, you realize that the call is incomplete. Zendesk's stability on inbound calls could be improved as compared to Talkdesk.
For how long have I used the solution?
I have been using Zendesk for three years.
What do I think about the stability of the solution?
I rate the solution’s stability a seven out of ten.
Which solution did I use previously and why did I switch?
I have previously used Talkdesk, Freshdesk, and 3CX.
What's my experience with pricing, setup cost, and licensing?
From what I hear, Zendesk's pricing is a little expensive. One of the reasons for shifting from Zendesk to Talkdesk was cost efficiency.
What other advice do I have?
Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy.
Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk.
Zendesk is an easy tool to use, especially when considering integration with other systems.
I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools.
When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut.
Overall, I rate Zendesk eight and a half out of ten.
Lots of great features and intuitive UI
What do you like best about the product?
Zendesk offers a wide range of features and a comprehensive API library to support your own custom plugins and apps.
What do you dislike about the product?
Some common sense features are never developed because Zendesk is constantly on to the next big project.
What problems is the product solving and how is that benefiting you?
Zendesk supports our entire Customer Support and Customer Experience architecture. We handle all levels of incoming CS feedback from within Zendesk, across several teams. The features available and extensive API mean that there's just about nothing that we can't do with Zendesk.
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