Zendesk Reviews

“Helpful ticketing and simple setup”

Pros

Right from deployment, the process was fairly easy and once everything was configured, the help desk and ticketing features were really user-friendly. That part of the product has been one of the things I've appreciated most.

Cons

There honestly isn't much to complain about with the product overall. If I had to point out something, it would be that reporting has felt a bit limited at times especially on the ticketing side.

“organized customer work”

Pros

Working with IT every day, I'm really happy with this tool. It's simple to use, comes with plenty of helpful features and makes dealing with customers much more organized. Communication is easy to track and everything is laid out clearly. On top of that, there are lots of customization options so it fits nicely around your own workflows.

Cons

From time to time, there are small bugs but they're not truly disruptive. Performance could be a bit more consistent on occasion though it happens rarely and isn't a major issue.

“Reliable visibility”

Pros

This gave me a clear view of how much support is being delivered and how the team is performing overall. It works really well across multiple channels and helps make sure no customer message gets missed.

Cons

At times, it's not very clear at a glance how many open tickets each agent is currently handling.

“customer care team that delivers”

Pros

Having chat, email and phone support all in one place has been a huge advantage. It helps me keep a full record of customer conversations, reply faster and manage tickets across different platforms without jumping around.

Cons

One thing that could be better is the reporting since it sometimes doesn't give enough detail when I'm trying to track how well agents are performing.

“support channels together”

Pros

I've found it really helpful to have email, chat and social media support all together. It helps me stay on top of customer requests without losing the conversation context and replying while spotting upsell opportunities feels very easy.

Cons

There were a few times when tickets weren't routed properly based on the priority rules which ended up slowing response times when the team was especially busy.

“Clear workflow and organized replies”

Pros

Getting better control over customer interactions made a noticeable difference and it also brought more clarity to the team's workflow. On top of that, it helped cut down on missed tickets and kept our responses well organized.

Cons

One issue I ran into was that analysis can slow down because of reporting lag especially when the system is handling a large volume of data.

“Organized multichannel support”

Pros

Working with this for retail support was a really positive experience. I could handle email, SMS and live chat all in one place and it felt very efficient, user-friendly and well organized throughout.

Cons

Honestly, I can't point to anything specific that I didn't like. Everything was clearly displayed and the whole system felt usable from top to bottom.

“helpful SLA and ticket flow”

Pros

This has brought much better structure to my support operations. It helps me stay on top of SLA targets, reply within the expected time and gives me clear visibility into ticket history with built-in ticket flow automation tools.

Cons

One thing that can be limiting is how it manages follow-up tickets after a case has been closed. If a customer replies once the ticket is closed, it starts a new thread instead of continuing the previous conversation.

“Quick setup”

Pros

Getting started with it was quick and the whole system feels simple and easy to learn. It's very user-friendly and working with suppliers for training and customization support is also a real advantage.

Cons

Changing the core design is hard to do without bringing in a developer. The custom branding options are fairly limited and the color choices feel pretty basic too.

“Powerful multichannel platform”

Pros

Using the system feels very easy and being able to support multiple channels from a single solution is a big advantage. The ongoing improvements in AI functionality have also been really good to see.

Cons

Costs can get very high once you start scaling up in numbers and the admin-side user management is a bit tricky until you get used to how it works.

“all-in-one support hub”

Pros

Everything is very user-friendly and easy to use and it keeps calls, emails and live chats all in one place for answering customers.

Cons

There were times when a brief internet drop caused problems and it would take about a minute to reconnect.

“Simple for anyone”

Pros

Even if tech isn't really your thing, this software is very easy to use.

Cons

It's frustrating to have to sign in again after only a short period of inactivity.

“Fast and easy to use”

Pros

Using it feels very easy. Everything runs without glitches or any lag which makes the whole experience really pleasant.

Cons

The downside is the price especially since there isn't a free version available.

“Strong ticketing but weak reports”

Pros

The interface feels clean and simple so getting familiar with the system does not take long. Features such as internal notes and shared ticket views are genuinely useful and the ticketing system is one of the best I've worked with.

Cons

Reporting still has a lot of room for improvement. The pricing can get expensive as you move up through the tiers and customer support has not been very responsive.

“costly scaling”

Pros

Having one centralized place to sort out issues coming in from live chats and email tickets is really helpful. The interface feels clean and simple to navigate and the automation tools save a good amount of time.

Cons

Pricing runs a bit high and as your team grows, the extra cost per additional user adds up. On top of that some setup sections on the admin side are not very easy to navigate.

“Ticket handling done right”

Pros

It keeps tickets from turning into a mess and makes them much easier to manage and organize.

Cons

The interface can feel a little confusing at times but the functionality more than makes up for it.

“Custom dashboards that shine”

Pros

Getting around the platform is easy and the dashboards can be customized in a lot of useful ways.

Cons

It can feel a bit overwhelming when you're new to it but once you get familiar with how it works, it becomes really good to use.

“excellent ticket unification”

Pros

It does a really nice job of bringing customer support together by handling all the external support sites in one place and creating tickets quickly for faster assistance.

Cons

Using it has been a pleasure and I haven't run into any issues so far.

“Better customer support visibility”

Pros

In my opinion having a full view of the inbound communication coming to my employees was really valuable. If someone was out on vacation, I could step in and reply to the people they had been working with. That made a big difference in keeping the customer experience consistent and well handled.

Cons

Setting up email filters and workflows felt like it required quite a few steps. I would have preferred a more user-friendly setup process that was simpler to manage.

“Powerful support hub”

Pros

Having ticketing, chat, email and social media all in one platform makes a big difference for our team and keeps everything connected really well. The automation tools and reporting features have been especially useful for boosting efficiency and helping us deliver better customer satisfaction.

Cons

Getting started with the setup and customization is not very easy especially for new users. On top of that, the pricing feels a bit high for smaller teams or businesses.