Zendesk Review

PROS: My favorite benefit is collaboration on support tickets. I track the responses for a single ticket at a time, and I pass it over to the person that can deal with it. Another thing to appreciate about the software is the rich base of articles, presentations and multimedia, a great idea for customers to familiarize with your products or services. When you have this, you automatically enable different access privileges, and you give more information to loyal customers than random visitors.

CONS: I was on cloud 9 when I heard there is a mobile app, but it left me brokenhearted. The app is there, yes, but the features are not! I dealt multiple times with the publishing of what was supposedly a private comment, and what annoyed me the most was that there was no 'undo' option to correct this mistake.

PROS: This product is extremely easy to navigate and it is clear tool. I like its fonts, layouts and intuitive structure, it provides us with lot of details about support tickets. The tool is easy to learn and it doesn’t require special tech-skills. We are able to open tickets in Zendesk tabs and to keep track of the ticket number. It allows us to draft a response and to be sure that our text is saved.

CONS: This is great tool, but some advanced settings can be confusing like option for customizing the views. Also, it would be great if they could include an option for sending same email multiple times, but maybe this option exists but I haven’t found it yet.

PROS: I love that I can use the tons of views to prioritize my assignments. I can use “Public” and “Private” notes to conduct conversations without confusing the end user. I would rate the software agent interface as the cleanest in the market. I find it helpful that I can set up filters to automatically assign specific tickets to specific agents.

CONS: My only complaint is that Zendesk-generated emails have unnecessary formatting and long subject lines. This confuses requesters sometimes. But I think this feature is easily customizable.

PROS: I'm the biggest fan of their friendly interface, and I always try to share my impressions with as many people as I can. Take it, and get ready to kick daunting ticket queues out from your computer. I bet you'll be equally satisifed once your layouts become this clean and organized.

CONS: I was quite disappointed by a recent change of the ticket information layouts ( Form and Requester sections, to be more precise). It's not like they changed the entire tabs, or reduced their functionality, but to me it was a surprise that took weeks of learning and practicing.

PROS: Once set up it's pretty easy to use as a ticketing system. And easy to take ownership and transfer ownership of tickets.

CONS: They pride themselves with Zendesk being a ticketing system which is good but what customer support system doesn't have a way to write a new email to a customer? That's very surprising to me. The biggest problem for me is that their agents know too little about their product and they tend to promise things during the trial that aren't true. Once I start paying, it became obvious but then it was too late. No refunds and no willingness to help or own the promises made by their agents during the trial. Once these things became clear, I stopped receiving responses to my emails. They just decided to hide instead of owning it. Very disappointing. I can't very well recommend them after an experience like this.

PROS: This is wonderful CRM tool for small size businesses, it allows us to keep global inquires well-organized in a timely manner. We are able to reduce the spam and to streamline our processes. I work as customer service and this tool helps me to better interact with customers and to assist them from the very beginning.

CONS: The integration with facebook messaging is not great, as soon as we switched to Zendesk we don’t get notification about facebook messages and when we answer from this product it appears as new messages instead of like a response. So we had to turn this notification off. Also, they need to improve the notification to personal email because we don’t get all of them and sometimes I cannot see the customer response in time.

PROS: Generally speaking, it is easy to format and to use. I am a person that cares about details, so I will even mention the fact that they have a good color scheme, decent aesthetics, and interesting wording. There is a 'Play' button, for instance, which I use to create and send emails. The feature is fully customizable: I change fonts, for instance, to see with clarity how the customer is rating the ticket.

CONS: Needless to say, automatization. It's great that you have email templates, but most of the work is still done manually. The page should produce more direction macros too. I don’t know if this is possible, but I would like to see ticket rating available only to customers whose feedback has been published. A separate tab for emoji options is also an idea, don't you think so?

PROS: Zendesk is simple and easy to use tool, I have learned the software within an hour. I used other software that was clunky and that had steep learning curve and it was as intuitive as Zendesk tool. I highly recommend this tool to every business who want to provide support to their customer. You can easily track previous ticket history in case you need to reference a previous issue, you are allowed to combine tickets so you can better know what to search for and to be more focused on crafting a response.

CONS: When the software is experiencing some issues we don’t get detailed information when the service is back up, we would really like to know more about the issues we face when this software goes down.

PROS: I will start with the search function and the storage: everything is a second away when you need it! Just marvelous! It includes multiple tabs which I use to answer each client separately.

CONS: The job involves plenty of copy-pasting from other websites, and I blow a fuss each time I do it because Zendesk displays large and hyperlinked paragraphs. It takes me so much time to fix them! Besides, everything else is fine.

PROS: What I like most about Zendesk is the ability to navigate between the customers’ supports suites of products from one place and to provide better experience for them.

CONS: I have found out that the process of setting up the ticket update alerts is not as user-friendly as it should be. I would like to be notified when customer responds.

PROS: The product itself is remarkable for processing support tickets, even when used on large instances. I find it to be very reliable, since I've faced almost no downtime at all. I am honestly impressed by the capability of triggers and automations, and the fact that I can combine them in a personal ticket routing system. The API is also remarkable, and you can do some serious self-directed exploring to familiarize with every aspect of the system. To me, this meant that I can write custom apps that feed Zendesk with information, or even scripts that can carry out my bulk operations. The open-source API wraper of Zendesk supports my programming language (ruby), and is also available on GitHub.

CONS: Zendesk is a bit overpriced for the features you're getting, especially when you have to give access to a large team. At the same time, you can't host a Zandesk applicance yourself. The new UI is not so JavaScript-compatible, and that affects its speed. Then, reporting outside the box is basic or even dysfunctional, and you might switch to GoodData sooner than you think. This means that you will have no problems sending tickets within the organization, unlike sending them to third parties. The truth is, Zendesk is a bit paradoxal-the first and second support line can be lovely and unbelievably helpful, but clueless for some advanced queries or complex problems. Instead of keeping the third one for escalating emergencies, we sometimes use it simply to contact the account rep and to ask for expedition.

PROS: The UI is extremely wonderful, it allows us to integrate it with JIRA, we are able to do great job when it comes to suiting our customers’ needs. I really like the customer support service, they are always responsive and provides us with every kind of solution for the issue we face.

CONS: The team behind this software constantly release some updates and make UI more graphical and fun to use but I don’t really care much about the colors and the look of the UI as I care much about the service that is provided. Also, the other thing that I don’t like are the extended maintenance windows during the office hours.

PROS: Zendesk is easy to use and we are using it mostly for Customer Support but beside this ability there is an option for creating knowledge base and this is great opportunity. The UI is easy to use and it has modern browser and great search functionality so we can easily find old tickets for specific customer, UI design can be customized the way we want. We are able to provide direct response for a ticket from email address, we are even able to put private notes for our internal team so we can better communicate with each other. I like that this tool provides Android and iOS app so I can use it while traveling.

CONS: The only thing I don’t like about this software is the amount of the emails I receive to the email address that is associated with the account.

PROS: Zendesk is great tool to connect businesses on channels you want. The good thing is that you can manage everything from one place, our team can keep track of the conversations and to continue the process. We are able to perform great customer service and to provide great experience to our customers.

CONS: They could improve the mobile app for Zendesk so it can be able to sort on search so we don’t have to use the desktop feature.

PROS: We have a great partnership with this app. Zendesk has turned us into an advocate for their software. The app gives our agents a comprehensive view of customers and it integrates smoothly with the other solutions we use for internal reporting and customer contact management. Its integration with GoodData offers powerful reporting as well as deep insights to our unit and company.

CONS: I have no complaints. The vendor has been responsive to our feedback and uses our suggestions to improve the application.

PROS: The following are the plus points of Zendesk: The vendor provided the customizations asked by customers, setup was easy due to the responsive and quick support provided by the help agents, I can send monthly reports for industry comparison, macros allow me to define our business flow, I can easily create forums, finally, it is easy to customize ticket handling using custom fields and macros.

CONS: The vendor does not provide timely communication about their important releases. Customer support is slow and it can take 2-4 days to get a response. Even then, the query gets routed to other levels. A basic feature for customer support software such as exporting the Rating comments through CSV is lacking. Another basic feature, FRT time calculation, is not offered for all plans.

PROS: Zendesk makes their clients into experts and advocates for their own platform. The helpdesk software provides us with thorough overview of both customer and integrations including the number of the platforms we use for internal reporting and customer contact management as well. The integration with Goof Data allows us powerful reporting and ability to provide deep insights to our department and organization.

CONS: I cannot think about anything that I might dislike, whenever we run into some issues we contact their customer service and they solve the problem for us.

PROS: If teamwork was your issue, you've arrived at the right location. With Zendesk everybody can see the ticket that has been received, and to contribute for a solution through the amazing internal notes. It's much like simple forums, but aren't those what we need in our day-to-day work? The UI is also the least clunky one I've ever seen in a similar system.

CONS: If I could, I would change the way in which tickets are exposed in the back and forth thread of the user that submitted them. This is not bad per se, but it's not so intuitive either. I've seen users struggling to find the attachments, or failing to reply to a comment just because they didn't see it coming. Another thing that users mess up is adding more people on the same ticket: they do it over and over because they don't see that the action has been confirmed. I prescribe this to people's email experience, and I think that some email-like messaging is a good thing to request from the development team.

PROS: I love using Zendesk to provide user support. Our users use multiple channels to contact us and all their queries are stored in one place. I can reply from that single location and users get my replies in the channel they used. For example, if user use text messages, Zendesk sends them texts, and if they use email, Zendesk sends them an email reply. Now, I don’t have to search for messages in numerous places and have a hard time remembering where they are later. Another advantage is I can manage tickets using multiple devices.

CONS: I don’t like any of the Zendesk features. I wish I could star tickets to find easily find them later without needing to search for them. All the tickets are collected as a big group which is a hassle. The mobile version needs to be made more user friendly. I find it difficult to use the Android and tablet options.

PROS: I love that I can use plenty of inbuilt features to customize our setup. I can create macros, set triggers, and organize users by their role. The system easily adapts to our workflow. I can structure our agents into groups and tiers and decide the type of interaction for each of the categories. I like that Zendesk integrates smoothly with other popular apps. We have integrated Zendesk with HipChat so that our team gets notifications about incoming tickets and updates in a HipChat room. They don’t have to keep refreshing the page to check for new tickets.

CONS: A couple of gripes: The layout of the admin console is not intuitive. Second, it takes some time to get used to the verbiage and naming such as what are ‘new’, ‘open’, and pending tickets, etc.

PROS: Better prioritization of actions, I'd say. Better interface than most similar products, and a unique categorization of Public and Private conversations. It's also great to set up filters for certain people automatically.

CONS: Formatting emails is more difficult than I expected, and the subject lines are unnecessarily long. I mean, I got used to it, but it was confusing in the beginning. Maybe there is even a way to customize that, I just don’t know it.

PROS: I like almost everything about it: creating forums, customizing tickets with macros and custom fields, defining the entire workflow with macros, pulling off great monthly reports and comparing between departments, being able to help customers and to fulfill their customization requests.

CONS: I don’t think they're too concern about spreading news on major releases, neither do they resond in due time. They will do what you want, but that can last even 5 days. I also find the interface unfriendly, or it is just me that doesn't feel comfortable being routed between several levels. Some features are completely absent (rating comments with CSV, FRT time calculation, etc), or available only for more expensive plans.

PROS: It is absolutely reliable! Our organization is using Zendesk since 2010, with me as an instance's head administrator in the period between 2012-2014, and we are very satisifed. During this time, the system experienced no failure, and there were no downtimes, at least not such that I'd remember. What I like the most about Zendesk is the poweful sidebar widget, where we found a lot of channels to add to our marketing sites. Using their triggers and automation took us to an entirely new level of accountability and responsiveness.

CONS: One could say that their internal spam control is somehow flat and draggy, nothing to be inspired about. Besides, integrating Salesforce with the SFDP Professional Edition could have been much more organized, instead of relying on my intuition to guess what should be done. I mean, markdowns are well-though for an agent, but even those would be better with a wysiwyg editor included. Reports are basic too, even if I suspect the Premium Version to provide for significantly better reporting. You know, with 15 agens on board that are already spending thousands per year, I think we could deserve better than csv exporting.

PROS: Zendesk allows easy navigation through the site, we are able to modify and to choose what they changes they are able to see and to add/create groups. Thanks to the view we are able to differentiate problems about the issues and to assign agents that would solve the specific issues. There is internal note feature that allows you to post messages to internal users. We use it to resolve problems in real time instead of emailing the users back-and-forth.

CONS: Sometimes the speed can become slow when loading. Also, the app is user-friendly but you will need some time to play with the tools it offers so you can better understand how this product works and to figure out different aspects of it. In addition, when we use the phone app for making calls it automatically gets inputted into wrong ticket and this may be very frustrating.

PROS: The core feature of ticketing software is excellent even for large instances. The system is reliable with negligible downtime. I can combine the automations and triggers to create an advanced ticket routing system. The app offers a robust API which I can use to integrate with any part of the system. It allows me to write scripts for bulk operations or write custom form apps that deliver data into the app. I use Ruby language for programming and for this Zendesk offers an open-source wrapper for the API which is available on GitHub and is well supported.

CONS: Zendesk is an expensive app if you have a large number of support agents. I cannot self-host the system as an appliance. The new agent user interface is slow as it has heavy JavaScript. The out-of-the-box reporting feature is limited and I need to use GoodData for advanced functionality. In my opinion, Zendeks is useful for passing tickets within a company, but it is not as good if you wish to forward a large number of tickets to third parties. I have found that the vendor’s first two lines of customer support are cheerful but lack knowledge about advanced problems. I have had trouble reaching the third line and had to get the help of my account rep to resolve issues.

PROS: It was easy to set up Zendesk for our company’s needs. We quickly had a good number of agents assisting our end users with their various needs. We have customized Zendesk for our requirements and it has expanded our IT help desk to a one-stop solution shop for various requests.

CONS: End users find it confusing about where to look for their submitted tickets. We ask them to check ticket status through the web interface which now leads to the knowledge base. Because of this we had to retrain our end users to find tickets easily.

PROS: We got much more than they promised, because the team never stopped packing the software with cool and useful features. I would also say they're a good company to work with, both in terms of service and interface. My favorite parts of the software are: taking bulk action on tickets; and the fact that I've mastered the skill of dealing with ticket incidents.

CONS: Triggers are not that simple, but I think this is advantage rather than a disadvantage. In fact, Im happy to 'dig' deeper inside the system, and to learn more setup tricks. I've heard concerns related with GoodData, but I can't really tell whether it is native or not. However, I'd like it to have more data and to be less complicated.

PROS: I appreciate that the vendor keeps adding new features and continuously improves existing ones. The app has a simple and easy to use interface. I like that I can have a master ticket and store incidents under it. Plus, I can take bulk actions on tickets.

CONS: The triggers are a little advanced, but this is a good thing as I can do a lot with them. However, you need to invest time to set them up properly. Can’t really call this a drawback. I’m not sure if GoodData is native, but it would be great to easily access and sort through ticket-based data. Finally, GoodData offers a somewhat difficult user experience.

PROS: In my opinion, Zendesk is a flexible and robust solution. Out of the box thinkers can do a lot with this app. We use it for organization, workflow, and customer support. The third party app store is a big benefit. We can integrate the app with the other daily systems we use to make everything easy.

CONS: Zendesk seems to have become less sensitive to user needs. Before, they really used to listen to customer feedback to improve their product. But now this doesn’t seem to be the case. Plus, there is frequent downtime, however to be fair, they fix the issue quickly.

PROS: I love the Zendesk interface which is clean and user friendly. During peak business times, ticket queues can look scary, but Zendesk makes everything look easy by presenting an organized and neat layout.

CONS: The only drawback I can point out is that Zendesk has recently changed its ticket info layout. The alterations are negligible but they have changed the order of the fields because of which I had to retrain myself to get used to the new order.

PROS: Zendesk is an intuitive and simple tool, and it can be distinguished from its counterparts by the fact that there is no Hide and Seek game involved in using it. Everything is where it should be, issues can be tagged and tracked properly, and improvements are introduced all the time.

CONS: I can't make more charts for each group when an action is being performed. Take Technical Support and Customer Service as an example: there is only one chart per group.

PROS: Gives a clear visual of unchecked and pending tickets. What makes me really happy is the integration with Zopim and Salesforce, because I have CRM history of tickets and chats incorporated in the system. Be sure that you won't leave people hanging, as the system notifies you when somebody is waiting for you to answer for more than 1 hour.

CONS: We're still reporting manually, and we wish to see this changed in the close future. The truth is that we have too many reports to pull off per month, but the support team doesn't really seem to care about it.