Zendesk Reviews

Summary: If they had been able to help us more with the forwarding issue we would still be with them, but they offered no support.

Positive: I love the clean look of Zendesk and the ability as an admin to help clear out coworker's inboxes if they're away on vacation but still are receiving emails.

Negative: About a year and a half into using their service we noticed that our customer's emails were not always forwarding to us from Gmail. Zendesk said they couldn't help us since they could not customize the spam filter their company used, which forced us to move to a different company.

Summary: Zendesk Support Suite has been an important tool in helping me provide world-class customer service to our customers. The many benefits of the platform have allowed me and my team to streamline our support processes, increase efficiency, and improve customer satisfaction. With Zendesk Support I can create custom fields for different types of property inquiries, which helps me organize and prioritize incoming requests.

Zendesk Support Suite has also been incredibly helpful in managing our knowledge center. We can easily create and manage a library of helpful articles and resources for our customers, helping them find the answers they need quickly and easily. This has helped us reduce the number of support requests we receive, as customers can often find the answers they need on their own.

I have also found it useful in managing our email communications. The platform allows me to easily manage and prioritize incoming emails, which helps me stay on top of customer requests and inquiries. With the Zendesk Support Suite, I can also create templates and canned responses, which help me answer common questions quickly and efficiently.

Positive: I am very impressed by the high level of customization and flexibility. With the ability to create custom fields, workflows, triggers, automations, views, and knowledge centers, we can tailor the platform to our specific needs and streamline our processes.

Zendesk Support Suite has a large community and has a comprehensive knowledge base. Whether we're looking for answers to technical questions or best practices for handling certain customer situations, we can always find helpful resources and support within the community.

Zendesk Support Suite's sleek and intuitive user interface is also a big plus. Even new team members can quickly navigate and use the platform, saving us time and improving our overall efficiency.

One thing that sets Zendesk Support Suite apart from other customer support platforms is its constant product updates and new features. With regular updates, Zendesk Support Suite always adapts to industry best practices and customer needs, ensuring we have access to the latest tools and technologies.

Also, the Zendesk Support Suite with many third-party apps and platforms is a huge plus for our team. We can seamlessly connect with other tools and systems we use every day, like Salesforce, Slack, Shopify, Google Workspace, and more.

Negative: Zendesk Support Suite also has its degree of complexity. For large or multi-brand organizations, setting up and managing the platform can be challenging. It can take a lot of time and resources to get everything up and running, which can be frustrating for teams that need a solution that's easy to deploy and manage.

I am not very convinced about the pricing structure of this platform. While the platform can be quite expensive, the pricing can also be opaque and confusing. Some features and functionality require additional costs or plans, which can make it difficult for teams to determine how much they will pay for the platform in the long run.

Another downside to Zendesk Support Suite is that you may occasionally experience interruptions or delays that affect its performance and reliability. This can be particularly frustrating for teams that rely on the platform to support their customers, as it can disrupt their ability to provide timely and effective support.

Zendesk customer support and account management can also be inconvenient. This platform has poorly responsive and sometimes slow customer support, which can make it difficult to get help when problems arise.

Summary: Zendesk is an amazing software that has helped us in many ways, it has made us built a strong presence for our customers whenever they need us and it has provided a centralized place where we can check all our customers messages without needing to switch platforms constantly, making our jobs easier and saving us so much time and money. It has provided constant tools that have helped us deal with customers on a daily basis and we have been able to work with so much more efficiency than before.

Positive: Zendesk is a software that feels very versatile, it offers multiple solutions that can be adapted for every work area and type of business. When it comes to providing service features to our business, it works amazingly and it has a couple of tools that improve our service everyday and it strives to offer a better service every day. Some of the main tools that are helping our business improve the support service are the following:
-Customers are able to reach out to us via their preferred site, it can be through email, live chat, message, and the conversation will always stay connected no matter if they decide to reply via other method, it is a great thing to have because we don’t have to constantly be checking on each site to see if someone is reaching out for support, but we have a single centralized site that combines all of these platforms and organizes all the customers reaching out.
-The AI service works really great and is good at times when customers are reaching out about simple questions and the bot can answer those, saving us time for the most elaborate and more technical issues that another customer might have, it is also incredibly convenient because it works exactly as an agent and can be modified to cater to customers’ needs more accurately, providing a nice customer service for everyone and saving us a lot of money and energy that we can spend on other tasks.
-Thanks to Zendesk’s great tools, we are able to organize all our data and simplify it by collecting the most critical and important parts of it for better management of all our tickets, this helps us be more conscious of our data and assign the best person to attend each case based on the individual ability of our team members.

Negative: Even though Zendesk is a software that offers a great variety of options to improve customer service and facilitate the experience of an user when contacting a business and browsing a site, I feel like Zendesk itself is not a very user-friendly platform that feels light and intuitive. The dashboard sometimes feels too crowded and it does not leave much space for customization, as well as the fact that it was pretty difficult to get used to the platform and the features when we first started; Zendesk is a great tool but it still has a long way to go when it comes their platform being as user-friendly as possible.

Summary: Zendesk is really good, and the scalability is a significant advantage of it.
Can grow to be fairly expensive, but if you are an early stage startup, it's fairly easy to get credits so it doesn't become much of an issue.

Positive: Zendesk has some pretty robust customizable options, it really allows you to match specific needs fairly easily, more than other customer software programs.
Another advantages is the scalability, you can start as a one-person team and scale it to pretty much any level without any sort of issues.

Negative: Not a big advantage, but you might need some time to get used to the software and all the features.

Summary: Overall, using Zendesk is a budget friendly option. It works for your basic call center functions. I would recommend this software to companies who are looking to save but still have a sense of quality.

Positive: Zendesk allows you to customize your company's call center. From the welcoming message to hold music, the choice is yours. The software is user-friendly and designed well.

Negative: There is a beep at the beginning of each phone call, if you speak before the beep you will be hard to understand. Wait to speak after the beep. Previous ticket history does not automatically show up. When you merge tickets, key notes are lost. The system does go down rarely, have a backup plan.

Summary: Zendesk can be adapted to any method of call center work, allowing us to organize our own support sessions within reports, to access them at different times. It is such an easy to use tool that you don't need basic experience in call systems or other ticket management software.

Positive: The number of tickets we can continuously review and manage in Zendesk is almost unlimited, which helps customers interact with us whenever they need to, which works to make them feel much more comfortable with our part of the service and the possibilities they have to tell us about their cases.

Negative: The Zendesk suite is very expensive to offer networking capabilities with only three other services ($99 as a starting price). There is no function to work with routing to documents, not even one that is manual, and it cannot do automatic monitoring of complaints on social networks, which would be useful to cover more support.

Summary: I am not encountering any such problems that the Zendesk team is correcting; the only problem I have with them is with their transmission functions, as it is slow and also not automated. The advantages that I really realized is that my company is able to use it in inbound marketing, using phone input. We can also track every detail from beginning to end of each customer's messages. In addition, we were able to prioritize essential incoming emails effectively. We have a group of members and everyone can check our work effectively.

Positive: Like the cloud-based Zendesk help solution, it is excellent and also makes working life easier. In addition, they are very good and pioneer in handling technological tickets and providing services in a timely manner. The integrated chat system is fantastic and facilitates interaction with consumers. You can make call recordings, adapt the communication system to make emails based on the organization's campaigns. We also use it to receive advertising

Negative: I don't like the routing functions, they are sometimes extremely slow and also fully automated. The execution of records can occasionally be complicated and complicated. He would behave if the panels were more detailed.

Summary: Overall it's a good option and works well for a basic system for ticketing and customer support.

Positive: Works very well with setting up a help desk solution and ticketing system on a website. Easy to use.

Negative: The UI/UX always seems to be a bit outdated in my opinion.

Summary: Zendesk makes the support process straightforward. It handles all our customer support channels (email, voice call, social media and chat) seamlessly. Overall I highly suggest Zendesk if you get a large number of support requests and want to handle every channel on one screen.

Positive: Zendesk support page can be inserted on any website, application and business social media accounts. It also helps in generating feedback after issues are marked resolved. It can create tickets and share a prioritized list of queries to respond.

Negative: I'm happy with Zendesk, it gives me a great experience. No negative.

Summary: Love the features of Zendesk and are definitely satisfied with the program as a whole. Our feedback on the tool has been great as well!

Positive: Zendesk has been super nice to swap over to. It is customizable and user friendly. I feel like we have not gotten into all of the features of this product yet. But we are definitely learning!

Negative: Little to no cons with what we do with it. We are just trying to get it all fully implemented and learn our work arounds.

Summary: This is seriously the best CSM/CRM software I have used in recent time! I highly recommend to other people to use this software.

Positive: This is by far the best support I have ever had in a CSM/CRM. The Zendesk team is so amazing in response time and solution solving. I also love the ease-of-use for this software calls are easy to answer and respond to, the ticket system is so great as well.

Negative: There is nothing I do not like about this software. It is beyond perfect in my eyes.

Summary: We've been using Zendesk for years (previously used Kayako) and Zendesk has been great. The UI is very intuitive and case management is second to none. There's a reason why many support teams choose this tool.

Positive: Zendesk offers a very intuitive interface, scripted replies, robust user management and case management, as well as tons of integrations with 3rd party software. You can also customize it to an extent people won't even know you're using Zendesk :)

Negative: It's a bit expensive and the mobile app could use a refresh.

Summary: Although it does not keep a record of information on requests nor does it offer a system for analyzing and reporting them, the program provides us with a good channeling tool between user-company for effective communication through different information exchange channels.

Positive: To keep in touch with any doubt or problem that a customer may have, Zendesk offers us a home page that provides, through the creation of stickers, a record of all the information coming from those customers to attend their request. In addition, it has a multichannel section to communicate with users, among them are: email, Twitter, internal chat, phone calls, among others.

Negative: Although the application channels all the requests from our customers through different means, it does not provide an option to analyze and report the requests, doubts, or most frequent problems that arise. Or more frequent problems that arise in our platforms, resulting in an alternative search for this type of services.

Summary: The multi-channel communication system that Zendesk offers is one of the best and most extensive to choose from in the Call Center market, leaving us with more alternatives when we need to cover customer support sessions. We use Zendesk because it is the best way to ensure that our customers can contact us.

Positive: The integration of Zendesk to so many means by which it is possible to communicate makes it one of the best alternatives to choose to perform administrative operations with technical support requests, which can be collected not only from the ticketing system of our site, but also from emails and other means.

Negative: When creating routine reports about support operations that have been carried out in recent dates, we do not get the same level of organization of incident records within the report builder as with Zendesk tools that are outside this area, because the report builder does not have an organizer by date.

Summary: Overall I Think Zendesk is a great product if you are evaluating a ticketing system

Positive: Zendesk has Flexible ticket management with automated workflows. Also they have very Robust reporting and advanced analytics tools.

Negative: Reporting: There are some additional purchases that can be made to increase reporting; however, I would like to see some more reporting out of the box.