Zendesk offers impressive ease of use, integration capabilities with tools like JIRA, and flexible ticket management. It provides robust analytics, customizable features, and a self-service portal. Users appreciate the streamlined setup, intuitive navigation, and efficient collaboration tools. Its SLA management, macros, and security are highly regarded. The ability to categorize issues, track tasks, and manage multichannel support enhances operational efficiency and client interactions, while feedback and reporting features improve service quality.
- "The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."
- "I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
- "I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
Zendesk needs improvement in several areas, including a clumsy agent module and disconnected customer search. Users report that it's not easy to merge related tickets automatically and the interface is complex and difficult to navigate. They mention issues with ticket auto-assignment, analytics, and limited customization options. Additionally, there is a need for better integration capabilities, particularly with third-party applications and reporting features could be more detailed. Users also suggest enhancements in stability and price flexibility.
- "Report generation is still slightly tricky and not very customizable as per my inquiries."
- "Zendesk's stability on inbound calls could be improved as compared to Talkdesk."
- "As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."