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It has lived up to expectations
What do you like best about the product?
I like the data it collects, and the way that I can alter searches to suit my needs
What do you dislike about the product?
I wish the analytics could be more customized
What problems is the product solving and how is that benefiting you?
Tracking our cold callers
Zendesk support suite
What do you like best about the product?
Easy to use, set up, customize, and get help if needed. Implementing AI is also easy.
What do you dislike about the product?
I wish there were tighter user permissions especially if you have more that one instance or brand in your account.
What problems is the product solving and how is that benefiting you?
We host our external and internal KB for several brands. It is easy to set that up and use. We can grab metrics easily to let leadership know how well our knowledge is performing.
Love the product! Greatly improved our customer service with reporting and insights on their needs.
What do you like best about the product?
Zendesk as a product is solid. The platform is feature-rich, stable, and integrates well into our tech stack. From a support operations standpoint, it does what we need.
What do you dislike about the product?
AI CO-pilot needs work. it does not stand up to other competitive AI chatbot products.
What problems is the product solving and how is that benefiting you?
Allowing customers to easily reachout and get help with platform issues or questions.
Overall a good tool
What do you like best about the product?
Zendesk has customizable and scalable solutions that any business could take advantage of. It's growing AI support will be a game changer in the coming future.
What do you dislike about the product?
Integral plans/features are locked behind a pay walls. Better pricing options should be made available.
Zendesk UI needs to be updated for agent use.
Zendesk UI needs to be updated for agent use.
What problems is the product solving and how is that benefiting you?
Ai copilot, providing assistance to agents to increase resolution times while maintaining quality
Consistent and reliable, able to integrate into a lot of apps. Reporting and automations are great.
What do you like best about the product?
I like the ability to integrate into a lot of apps, and the depth of the reporting tools
What do you dislike about the product?
honestly, i wish the Agent UI was more customizable on a per agent level
What problems is the product solving and how is that benefiting you?
intake, organization, and assignment of various internal IT Support issues
Automating customer support with advanced AI capabilities and seamless communication
What is our primary use case?
Our primary use case for Zendesk is for customer support. We use it to handle calls and email support, and we've automated our support processes through Zendesk. Additionally, we are a partner with Zendesk to market the solution actively.
What is most valuable?
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.
What needs improvement?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier. However, easier integration could enhance the usability. Multilingual support was previously an issue, but it has been addressed.
For how long have I used the solution?
I have been familiar with Zendesk for about 12 years, ever since it was a Danish company before moving to the United States.
What do I think about the stability of the solution?
We have had very few technical issues with Zendesk. The stability has been quite reliable.
What do I think about the scalability of the solution?
Zendesk can scale from very small companies to very large ones. Its pricing model is per agent, which facilitates scalability.
How are customer service and support?
The technical support provided by Zendesk has been very satisfactory. While instant resolution is ideal, they typically respond within an hour to no more than 24 hours.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We briefly worked with Autodesk PSA due to our partnership with Datto/Kaseya, but we have been using Zendesk for a long time internally.
What was our ROI?
It's very difficult to measure the return on investment, as we've integrated Zendesk into our operations for so many years.
What's my experience with pricing, setup cost, and licensing?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
Which other solutions did I evaluate?
We've worked with competitors like Virtuozzo in the virtualization space but have not explored other helpdesk solutions to an extent.
What other advice do I have?
On a scale of one to ten, I would give Zendesk a nine. I actively recommend it to others due to its extensive capabilities and marketing reach. However, for some very small companies, it might not be necessary.
Ease and Flexibility; built by support people
What do you like best about the product?
The flexibility of the product and the facts that it works the was support professionals work.
What do you dislike about the product?
Sometimes I struggle why something is so hard to report on, like Orgs, or how to report on a negative, like 0 case submission, etc
What problems is the product solving and how is that benefiting you?
Management and action on requests is easier, reportable and trackable.
An effective support system
What do you like best about the product?
Easy to use and customize. Enables quick communication with all interested parties.
What do you dislike about the product?
The high pricing per seat makes it costly to include all those who need to be.
What problems is the product solving and how is that benefiting you?
Managing support ticket creation and their resolution.
Exceptional
What do you like best about the product?
Being able to manage collectively in one place.
What do you dislike about the product?
I can’t think of a negative, we love it!
What problems is the product solving and how is that benefiting you?
Being able to manage customer service in one place with oversight
Support Suite - would recommend!
What do you like best about the product?
We love Zendesk support suite for bringing our internal and external knowledge bases together with our ticket responding and the ability to layer integrations and Zendesk add ons such as Co-Pilot for quicker resolution for our users!
What do you dislike about the product?
We find the reporting side of Zendesk Suite clunky and tricky to use - we use Zendesk for user feedback and bug tracking and compiling this data can be tricky using custom reporting.
We are considering exporting this data to review elsewhere.
We are considering exporting this data to review elsewhere.
What problems is the product solving and how is that benefiting you?
Zendesk suite is fantastic as it integrates with our other software (especially with the Co Pilot add on.
It’s helped all of our agents work out of one platform.
It’s helped all of our agents work out of one platform.
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