I was receiving a ton of tickets and had been crazy about that, after start with Zendesk i discovered the besg way to organize my clients claims and provide satisfaction to everyone, for my is crucial that, because I have a subscription business model and need my clients feel happy. I highly recommend it.

I don't really have anything against the solution, so far is the best I ever had.

I'm using Zendesk since 7 months.

This tool performs incredibly well while giving clients a favourable response. We may use the macros and give the customer the resolution. Utilizing the tool is not stressful. Additionally, we can file emails in accordance with responses, much like open or pending tickets.

Nothing to dislike, Everything is perfect in Zendesk to provide a better resolution to the customer.

You could add as much details to a ticket, however, it is not a good platform for internal communication between teams

It treates every message interaction as a a whole new ticket. It does not allow one to create group chats, or rooms easily

Overall, I've been very pleased with my experience using Zendesk Suite. It offers comprehensive customer service capabilities that are easy to use, making it a great tool for customer service teams. The only downside is the limited analytics capabilities, which can make it difficult to measure the success of customer service initiatives.

Zendesk Suite is an excellent help desk solution that provides comprehensive customer service capabilities. I appreciate how easy it is to customize the platform to fit my business's specific needs. The user interface is intuitive and straightforward to use, making it a great tool for customer service teams. I can quickly configure ticket routing, automate mundane tasks, and create personalized customer experiences.

One downside of Zendesk Suite is the limited analytics capabilities. While it does provide basic reporting tools, it lacks more advanced analytics features. This can make it difficult to measure the success of customer service initiatives.

I would say pretty smooth as i do like most of the features in it and anybody can learn the tool.

Managing tickets is very easy with Zendesk as you can keep track of you open tickets and the tickets that are still waiting for the resolution. Which agent is working on what tickets can also be tracked. Very useful And easy to manage.

The thing i dont like about zendesk is that it wont alert you on what tickets have updates, you have to individually check ticket one by one.

For a company that specializes in customer service, they are a joke. It takes several days to get a response from someone, you will never get support from someone in your time zone so when they do respond, it will be during overnight hours. They also will not have a phone number or post their working hours in their signatures. They don't even use their own product correctly-- I have received emails showing one name in the "From" line and a totally different name in the signature. Their automations will also send at inappropriate times-- I responded to an agent's request for more details, the agent responded and stated that they are working on the issue. Soon after, I received an automation stating they haven't heard from me and are closing the ticket. They will also try to charge you to get your data exported. Don't fall for it! There are free programs that will do this for you quickly and easily, including all of your Knowledgebase articles and the images associated with them. When importing to another system, you will need to reinsert the images within the articles because they are no longer hosted on Zendesk but the free export programs offered by competitors will name the files in a way that makes it clear and easy to identify which image goes where.

I had a good laugh when they advised me to use Google search instead of their own search tool.

The features are limited and sales will mislead you to believe that they help you get started. They neglect to mention that there are additional costs for certain features that they tell you are "included with your subscription", and the training options are insane. They charge $350 for a 10 minute video that didn't even answer one of my questions. Fortunately this cost was waived for me after going through 2 account executives, a sales manager, and 2 support/training specialists (calling themselves developers) over the course of 9 months while trying to get a simple answer about how to use and report on Tags.

When we used his product it work very well, things plug in easily

I liked this software and how easy it is to use big thumbs up.

It's a product I would say is great for a new start-up business but not for a big corporate.

I find Zendesk suite to be exceptionally convenient and user-friendly. It enables me to rapidly acquire the information I need, or to respond to client inquiries with ease. The support team is always willing to provide assistance with any questions that I may have. Furthermore, the suite is home to a wide variety of features, such as ticketing and customer service, that help me to manage customer needs all from a single platform. This comprehensive feature set permits me to keep track of customer interactions and conversations and guarantees that all customer needs are addressed promptly.

So far, I haven't experienced any problems with Zendesk. I can't think of anything that needs to be improved. However, we will leave a review in the future if any issues arise.

All in All, I liked the software, it can be said that one of the best ITSM solutions regarding the request fulfillment and incident management process can be awarded to this product.

One of the best parts of this system is having a fresh and clean UI for both clients and customer support. it makes it extremely straightforward to work with the system.

I would say, if the built-in integration with other systems was a little more it was even nicer.

Zendesk has been quite simple to learn and use for basic tasks. It offers good reporting features and a comprehensive range of support options. People who works in customer service department will love to use this tool.

It gives you the power and resources to organise your customer service channels while retaining the adaptability to meet your demands. Competitor evaluations revealed a higher level of personalization.Help genuinely starts with the problem and works up to its resolution.

Although all the tools and settings I have used thus far are really helpful and I feel that those features are included in the list after much research and user input, I truly don't think of any such options or features on Zendesk.

We used Zendesk at 3 of my last 4 jobs. The last 2 at my suggestion. We handle a diverse amount of different customer issues and its a great system to manage and track all the different interactions our customers are having as well as the agents that are handling them.

The ticketing platform was much easier to use than our antiquated ticketing service we used. I like the different options and features that Zendesk has vs some of the other companies out there.

The interface is a little tricky if you have not used it before. So unless you have a diverse knowledge of ticketing software the hill can be a little hard to climb at first, but once you do its smooth sailing from there.

Having a track of support tickets we are getting and how many of them are solved, how much average time they are taken to get solved, and who had solved them. etc. these metrics are something that we can't get access in traditional email platforms. Zendesk is the platform that helped us in setting up all these things with ease and solved the biggest headache of ours.

The way it delivers the emails to the right customer support agent based on the query. We used to deal with a lot of customers and it is not possible for us to go with the G-mail to solve the customer queries and especially when there are a lot of queries with different categories. we have chosen Zendesk to segregate emails automatically and based on the query and also to which certain emails should fall. We have used the autoreply function for some of the emails where there is a standard reply. It is a pretty good dashboard to track the support tickets as well as team performance.

Not sure, as I didn't find any flaws in my usage time.

I can't stress enough how easy Zendesk makes it to pass tickets back and forth between people and teams. My team gets a constant flow of tickets and we are able to keep them organized by time, urgency and topic. All customer emails and voicemails that are incoming to my department are received in Zendesk and it's very simple to either respond or make a note and pass along the ticket to the correct person. Zendesk contributes enormously to my company's efficiency and overall organization.

Zendesk allows my team (the accounts receivable team) to work seamlessly with the customer support team. On a daily basis, we pass tickets back and forth to accomplish both simple and more difficult tasks for our customers. The majority of our customer emails, voicemails and recorded calls are logged in Zendesk, so it's easy to search the history of any given customer to find out what they have contacted us about and who helped them. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.

There are really only two things I don't like about Zendesk. First, I don't care for how it looks when two or more tickets are merged together. Instead of logging emails and notes from oldest to newest like a chain of events, Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.

We wanted out of box support solutions so we moved from Salesforce to Zendesk so we don't have deployment cost in Zendesk. Everything comes out of box and as an Admin u just to read their Knowledge KB and configurat the system to meet ur business needs. We have achieved 24 x7 chat support services with the help of Zendesk chat which is a excellent software

The best part of the Product is it has multiple channel support, nice api integration, automation and trigger is excellent which increases business customer support agents productivity, nice api integration, automation and trigger is excellent which increases business productivity as well.

Yes Zendesk has recently launched Explore as an analytical tool in replacement to their Insight analytical tool which is not up to the mark and much complex in comparison to Insight. Also their training and learning cost is High which should be reduced.

Customer queries used to be managed in Excel. Still, it was time-consuming to track history and the status of responses could not be managed, resulting in cases where there were omissions in responses. However, with the introduction of Zendesk, it is possible to aggregate by tags and monitor trends easily. Since it is possible to manage match/no match status, there are no match omissions.

Excellent for query management. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. difficult to deal with duplicates. If you create a view correctly, you can easily understand the scope of correspondence for each department, and the reporting function is also important, so it is easy to look back.

There is a high degree of freedom in customization and several settings, but it is difficult to understand visually and takes time to learn. There is also a query response function, but where is the content of the response saved, where is the draft, etc. are difficult to understand.