For the company I was working with that used Zendesk, they paid for the subscription. I cannot provide exact information for the duration they paid for, but it's usually the same setup as on Freshdesk. Once they pay and you're brought into the project, they add the email they created for you, add you as an agent, and give you access to Zendesk or Freshdesk so that you can promptly provide support on the tickets.
Zendesk Suite
ZendeskExternal reviews
6,483 reviews
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Boosts response times and simplifies customer communication through user-friendly setup
What is our primary use case?
What is most valuable?
I use the customizable dashboards and reporting tools sometimes, and I get to automate using make.com and Zendesk.
The benefits I have seen from using Zendesk include faster response times. As a CSM, faster response is the goal, which solves the customer's challenge in a timely manner. Zendesk offers that capability, which is beneficial.
What needs improvement?
I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.
For how long have I used the solution?
I've been using Zendesk for a period of eight months. Sometimes it depends on the project and the company I'm working with. On my own, I have to make sure that I'm proficient with almost all CRM tools. I've used Zendesk for over eight months.
What do I think about the scalability of the solution?
The scalability of Zendesk is still in the same range as Freshdesk. Both of them are on the same scale because the usability, user interface, and user experience give the same feel. That's the way 90% of the CRM tools are; they remain similar.
How are customer service and support?
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup with Zendesk is straightforward because we are already brought in when it's set up, mostly by the IT department or the department in charge of setting up CRM tools. The CRM tool can be embedded in the company's website or wherever the customer goes in that they can send a complaint, or on the contact section on their site.
When they set it up, they add me as the agent or support master. Setting it up is not an issue, and it's very easy to navigate, similar to Freshdesk.
What other advice do I have?
It's similar to other CRM tools. As mentioned earlier, they all have the same interface. Zendesk is fine. On a scale of 1-10, I rate Zendesk an 8.5.
Review of Zendesk support Suite
What do you like best about the product?
Reliable, feature-rich customer support, easy of use, implementation made easy, easy to integrate with other application, frequently use it for interaction
What do you dislike about the product?
Expensive, requires learning which takes lot time to understand the tool
What problems is the product solving and how is that benefiting you?
to centralize all the customer support commincation under one tree by communicating with multiple tools like email,chat, and social media
Ticket handling Pro
What do you like best about the product?
Zendesk makes ticket handling very easy . It also help you keep track of your tickets based on priorities.
What do you dislike about the product?
It’s not collaborated with AI. This should be an added feature.
What problems is the product solving and how is that benefiting you?
Accurate ticket logging format.
Zendesk is a Good for the Customer Service
What do you like best about the product?
The best of Zendesk is being centralized because you can contact your customer from gmail or any social media.
What do you dislike about the product?
In my perspective, I think it is expensive because it is not fixed.
What problems is the product solving and how is that benefiting you?
Since it is centralized, it eliminates the use of different platforms which saves time and reduces the risk of missing important messages.
It also helps streamline ticket management with automation tools like triggers, macros, and routing rules. These features ensure that tickets are assigned to the right agents quickly, improving response times and customer satisfaction.
It also helps streamline ticket management with automation tools like triggers, macros, and routing rules. These features ensure that tickets are assigned to the right agents quickly, improving response times and customer satisfaction.
I use Zendesk for raising support tickets for a SAAS based platform.
What do you like best about the product?
It's easy to raise tickets using Zendesk and easy login process. The interface is clean and best part in Zendesk is the tool outages notification will be clearly displayed in the home page of Zendesk.
What do you dislike about the product?
I don't have anything to dislike about Zendesk. It's does serve the purpose.
What problems is the product solving and how is that benefiting you?
We Zendesk as a knowledge hub for our SAAS product. It also has comment box to drop in the feedback about each article. In addition to that, you can find the article easily with just typing the keywords of the article.
Solid portfolio of products for streamlining customer support
What do you like best about the product?
I like that everything is in one place, and I don't need to integrate / use other apps to complete customer support. Overall, platform is very easy to use and pretty intuitive
What do you dislike about the product?
When integrations are required, I find that sometimes they are a bit difficult to set up.
What problems is the product solving and how is that benefiting you?
All of our customer complaint tickets go through ZenDesk so that we can ensure that we don't miss a request.
The OG CRM for CX & Support
What do you like best about the product?
It's easy integration with external apps, automation journeys to define ticketing rules, and the ease of UX, along with a simpler support ticketing system, which helps agents collaborate and address customer tickets on time.
What do you dislike about the product?
Previously, migration to another tool was a bit difficult, as existing user data migration wasn't easily available. However, Zendesk now allows exporting files.
What problems is the product solving and how is that benefiting you?
It helped us bring our support channels at one place and automations helped us reduce genric queries by over 40%. Social Tool helped us respond to escalations from multiple platforms at one place.
Zendesk Review
What do you like best about the product?
Pros: Easy to use, powerful ticketing, customizable, integrates well, strong reporting.
What do you dislike about the product?
Cons: Expensive, steep learning curve, limited automation on basic plans, slow support, complex customizations.
What problems is the product solving and how is that benefiting you?
Pros: Easy to use, powerful ticketing, customizable, integrates well, strong reporting.
Zendesk is a helpful support tool
What do you like best about the product?
Zendesk is great for keeping track of customer support tickets. I can easily discern what tickets are awaiting my response versus the customer's response. I also love the ability to add internal notes to the tickets that the user can't see.
What do you dislike about the product?
The "child" ticket aspect needs some work. Additionally, if there are multiple people copied on a ticket and one of those copied folks (who is not the original "Requester") responds on the ticket and leaves all the other copied folks off, there is no way to respond to just that one person (the Requester MUST be in the response).
What problems is the product solving and how is that benefiting you?
I am the main point of support for my team, and we toyed with the idea of having customers reach out to me directly over email. However, we ran into the issue of how my colleagues can cover those emails while I'm out of the office, as they won't have access to my personal email. Zendesk solved this issue. On top of that, I can set myself to OOO on Zendesk and reroute those tickets to a colleague.
A great tool for support ticket handling
What do you like best about the product?
Easy to use, integration capabilities and helps customer service agents manage their workflows effectively
What do you dislike about the product?
Not so great mobile app
Pricing model is not suitable for current market
Pricing model is not suitable for current market
What problems is the product solving and how is that benefiting you?
Zendesk unifies email, chat, voice, and social media into a single platform. This eliminates the need to switch between tools and helps maintain continuity
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