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Lack of employee accountability creates botched renewal and customer downtime
What do you like best about the product?
Technology is decent, including bot add ins.
What do you dislike about the product?
There is a fundamental working challenge with this company which stems from their decision to move away from people-based accountability for supporting customer accounts. Like some other companies, ZenDesk moved solely to a ticketing based system where internal gig-style employees can pick up a ticket and help move things forward. Conceptually I can see where this could result in a 24 hour engine of support to ensure forward progress. However, the end result to the customer is that the lack of any individual accountability results in no one else having any empathy for the customer and seeing customer challenges from initial ticket through to completion. Team members are tagging other internal team members on the customer facing ticket to help each other understand what needs to be done to sign a contract. Our experience on our renewal has been one of the most embarrassing demonstrations of customer success for a company that is supposed to help you with customer success.
Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer, despite the ball being in their court for most of our issues.
As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals.
Because of the challenges in getting a consistent person to know what is going on and see what needs to be done to keep our account active, the account has "lapsed" twice, shutting down our customer ticketing and learning center requiring us to notify our end users on two different occasions. During each outage, the tickets are not met with any urgency or display of any empathy for this customer, despite the ball being in their court for most of our issues.
As the CEO of a health tech company, I hope that this experience is one that can help influence other decision makers when considering ZenDesk. I would strong recommend that you consider a different solution, one that prioritizes customers with a full team of responsibility and accountability with people owning the process for customer success and renewals.
What problems is the product solving and how is that benefiting you?
End user support tickets, training and education resource hosting.
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Strong Features, Weak Customer Service / Success management
What do you like best about the product?
They stand out for its easy integrations, automatios and robust data analytics, making it a flexible tool for customer support teams. Its customuzation options , security and GDPR compliance are also strong points.
What do you dislike about the product?
Their customer support and account success management are subpar, which can be frustrating when issues arise.
What problems is the product solving and how is that benefiting you?
Helps streamline customer support operations by centralizing tickets, automating workflows, and providing valuable data insights. It's integrations and automation features reduce manual work, improving efficienct and response times.
User friendly Ticketing system
What do you like best about the product?
Is is user friendly with AI for integrating multi-channel support.
It take like 45 hours to implement. It has great customer support and users happy to use it 100% of the time. It has a lot of interesting features to use.
It take like 45 hours to implement. It has great customer support and users happy to use it 100% of the time. It has a lot of interesting features to use.
What do you dislike about the product?
That some applicationa are not on market place you then need to develop by yourself for integrations.
What problems is the product solving and how is that benefiting you?
It solving ticket assigning to agents and benefiting me to work on one platform to resolve tickets faster with automations.
Limited Features, Heavy Reliance on Custom Code, and Difficult to Administer
What do you like best about the product?
Respected name, plethora of integrations available, and part of a wide ecosystem of products.
What do you dislike about the product?
Brands feature is half-baked and inconsistent. Agent interface is clumsy and inefficient. User interface offers almost no useful purpose without extensive custom code modification.
Customization and branding is entirely code-dependent, and many key touch points for customers offer zero customization ability, namely user login.
Customization and branding is entirely code-dependent, and many key touch points for customers offer zero customization ability, namely user login.
What problems is the product solving and how is that benefiting you?
It was intended to ease workflows; unify sales, implementation, and support teams; and improve the customer experience.
It has failed to meet any of those expectations in fantastic fashion.
It has failed to meet any of those expectations in fantastic fashion.
Zendesk makes Tech Support straightforward and organized
What do you like best about the product?
Zendesk has an incredible ability to create living documents centered around the customer, keeping track of all communications and notes regarding their issue.
What do you dislike about the product?
For our business in particular, everything is centered around Organizations being the focal point of contact, and in Zendesk it can be hard to keep communications with multiple contacts from the same organization from becoming a bit of a mess.
What problems is the product solving and how is that benefiting you?
Zendesk Support is solving our need for a ticketing system that allows multiple employees to easily become up-to-date on one issue and pick up where the other left off. It is also our Support wiki knowledgebase.
Initial software great, but lack of features despite repeated suggestions frustrates
What do you like best about the product?
Simple to set up and train out to end users
What do you dislike about the product?
No BCC option, for over 4 years, despite numerous suggestions on their forums.. they dont take customer suggestions into account for any future development
What problems is the product solving and how is that benefiting you?
We had not used a Support suite previously, it offers good reporting and ease of use
Zendesk is a great software to manage contact form requests
What do you like best about the product?
I use Zendesk to manage our contact us form. It functions as a ticketing system, allowing us to categorize incoming emails by topic and assign them to the appropriate team members. This streamlines the process and makes handling inquiries much more efficient.
What do you dislike about the product?
Sometimes, we receive tickets marked as suspended, even though some of them shouldn't be.
What problems is the product solving and how is that benefiting you?
It helps us manage a high volume of tickets and distribute them among the team.
Zendesk admin experience
What do you like best about the product?
It can allow you to customise your support system with a lot of automations, which results in a smart support system.
What do you dislike about the product?
I think that is not very user friendly, there can be more instructions within the platform, rather than going to the help center all the time hoping to find an answer.
What problems is the product solving and how is that benefiting you?
It provide us an all in one latform to design and manage our customer support system, this simplifies our customer support solutions.
Great for running a helpdesk
What do you like best about the product?
- Integration with other platforms (e.g. JIRA)
- Quick backend interface
- Great search
- User roles/levels
- Customizable fields
- Quick backend interface
- Great search
- User roles/levels
- Customizable fields
What do you dislike about the product?
- Setting up triggers can be clunky
- UI can sometimes get messy
- UI can sometimes get messy
What problems is the product solving and how is that benefiting you?
Providing a seamless helpdesk platform for our large customer base. This saves us time and helps our clients.
A good CRM to maintain customer data.
What do you like best about the product?
We can merge the tickets, search the customers details, it is very informative tool which help us to resolve the customer's issue.
What do you dislike about the product?
Some times tickets will not get opeped, rest is okay.
What problems is the product solving and how is that benefiting you?
It help us to track the customer's complaint and communicate with internal groups and resolve the issue.
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