Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy. Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk. Zendesk is an easy tool to use, especially when considering integration with other systems. I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools. When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut. Overall, I rate Zendesk eight and a half out of ten.
I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others.
I would suggest using a trial version first and reading the logs before using it. Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
If you are using Zendesk Support programmatically, always check for inconsistencies and expect it to be unstable. Perform your own additional filtering on the data you receive to confirm whether the data you've received is what you are looking for. Also, catch the errors it reports sometimes. Overall, I rate Zendesk Support a seven out of ten.
I think the advice about Zendesk Support should be to use Zendesk essentially if you are in a customer support role. It is very important. Even if you are in pair with your customers onboarding, Zendesk is user-friendly. You can easily get the customer's request immediately to resolve and then create a Macro on Zendesk. We can import information from the Notion page to Zendesk, and you can even import and connect articles on Zendesk. Overall, I would rate the solution a nine out of ten.
Senior Back Office Manager at a financial services firm with 51-200 employees
Real User
2022-05-16T13:42:01Z
May 16, 2022
I'd recommend the solution to others. Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time. Users can see if somebody else is doing the same ticket or if somebody else is looking at the same ticket. If you click on a client's email, you can see all of the tickets, and all of the correspondence that you have with that email address. There are maybe three or four different statuses that a ticket can have so that it is not confusing. It's pretty straightforward, very transparent, neat-looking, and very well organized. I would rate it ten out of ten.
Customer Success Manager at a computer software company with 51-200 employees
Real User
2021-04-22T17:24:29Z
Apr 22, 2021
We are customers and end-users of the solution. We are using the current version of the solution. I would rate the solution at an eight out of ten. It works really well. It's very seamless, and is very good software. Just from the customer success side, based on what I do, I would just like a more centralized account organization kind of feature.
Senior Application Support Engineer at a tech services company with 51-200 employees
Real User
2021-04-08T12:59:26Z
Apr 8, 2021
We are just customers and end-users. We aren't partners with Zendesk and we don't have a business relationship with them. I'd rate the solution at an eight out of ten. Largely, we have been happy with its capabilities. I'd recommend the solution, especially if a company is considering a choice between this and TOPdesk. TOPdesk is somewhat inferior and Zendesk is a better choice.
My advice for others thinking about purchasing the solution is to understand the purpose. Zendesk is not a solution for sales. I know that they tried to have a solution for sales but it is a customer services solution. They designed the solution for customer services and adapted it for sales. When we used this solution it turned out to be very poor. Zendesk is a very good world-class solution for customer services, not for sales. For sales, there are better solutions such as Salesforce. We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk. I rate Zendesk Support a nine out of ten.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
I recommend maintaining a manageable price point. I would rate it a seven out of ten.
Zendesk's integration with the macros for auto-responses has reduced the response times. The macros feature on Zendesk has actually made response time easy. Zendesk is very efficient when it comes to integrating with other tools. In my role, where I handled compliance issues, other tools were integrated with the Zendesk system, which worked fine and was very efficient. I have never experienced lag when trying to pull information from the other systems integrated with Zendesk. Zendesk is an easy tool to use, especially when considering integration with other systems. I would recommend the solution to other users. When it comes to features, Zendesk Explore is perfect, and when it comes to the ticketing system, Zendesk is perfect. I recommend Zendesk to someone who likes to do an API with other tools. When it comes to the calling feature, I would really not recommend Zendesk, especially when you experience issues like the conversation being cut off. If you have to do a QA for an agent, the calibrations will definitely not be right because the call gets cut. Overall, I rate Zendesk eight and a half out of ten.
I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others.
I would suggest using a trial version first and reading the logs before using it. Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.
If you are using Zendesk Support programmatically, always check for inconsistencies and expect it to be unstable. Perform your own additional filtering on the data you receive to confirm whether the data you've received is what you are looking for. Also, catch the errors it reports sometimes. Overall, I rate Zendesk Support a seven out of ten.
I think the advice about Zendesk Support should be to use Zendesk essentially if you are in a customer support role. It is very important. Even if you are in pair with your customers onboarding, Zendesk is user-friendly. You can easily get the customer's request immediately to resolve and then create a Macro on Zendesk. We can import information from the Notion page to Zendesk, and you can even import and connect articles on Zendesk. Overall, I would rate the solution a nine out of ten.
I recommend this solution to a service provider. I rate Zendesk Support a nine out of ten.
I'd recommend the solution to others. Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time. Users can see if somebody else is doing the same ticket or if somebody else is looking at the same ticket. If you click on a client's email, you can see all of the tickets, and all of the correspondence that you have with that email address. There are maybe three or four different statuses that a ticket can have so that it is not confusing. It's pretty straightforward, very transparent, neat-looking, and very well organized. I would rate it ten out of ten.
We are customers and end-users of the solution. We are using the current version of the solution. I would rate the solution at an eight out of ten. It works really well. It's very seamless, and is very good software. Just from the customer success side, based on what I do, I would just like a more centralized account organization kind of feature.
We are just customers and end-users. We aren't partners with Zendesk and we don't have a business relationship with them. I'd rate the solution at an eight out of ten. Largely, we have been happy with its capabilities. I'd recommend the solution, especially if a company is considering a choice between this and TOPdesk. TOPdesk is somewhat inferior and Zendesk is a better choice.
My advice for others thinking about purchasing the solution is to understand the purpose. Zendesk is not a solution for sales. I know that they tried to have a solution for sales but it is a customer services solution. They designed the solution for customer services and adapted it for sales. When we used this solution it turned out to be very poor. Zendesk is a very good world-class solution for customer services, not for sales. For sales, there are better solutions such as Salesforce. We tried to find a solution better and cheaper than Zendesk locally and we have not found any solution so complete and flexible as Zendesk. I rate Zendesk Support a nine out of ten.