Zendesk Add-Ons

What do you like best about the product?

Zendesk Support is a pivotal part of our day-to-day operations. We support 200–300 customers and handle hundreds of tickets each day. The UI is straightforward, and it’s easy for our agents to navigate. Customers also seem to get the experience they expect.

We rarely experience service interruptions, and the overall system remains responsive. We’re currently integrating Zendesk with custom APIs so we can report on the statistics that matter most to our leadership. While I do feel the pricing is steep, we make the most of our licensing.

On the few occasions when I’ve needed to reach out to Zendesk for support, we’ve been satisfied with the answers we received. One of my favorite newer features is Admin Copilot. It’s built-in AI that helps me drive efficiencies in our Zendesk workflows and processes.

What do you dislike about the product?

Zendesk keeps my support team on track and focused on our customer's reported issues. I love that it gives our customers an organized location to interface with our team for supporting their software.

I think that Zendesk could improve on available reporting out of the box and find ways to be more configurable when terms of support plans vary. We offer our customers a custom support plan that I think has been relatively difficult to implement and track usage in Zendesk. This is why we're using APIs to pull the data from Zendesk into custom, purpose-built dashboards.

What problems is the product solving and how is that benefiting you?

As I previously mentioned, Zendesk is the key system for our company to accept support requests from our customers.

What do you like best about the product?

That all team members can see what everyone else has worked in their absence as well as my view being their manager.

What do you dislike about the product?

although it has gotten better, help ticket responses seemed to be in a whole different part of the world/time zone, making the back and forth hard to keep going to get issues resolved

What problems is the product solving and how is that benefiting you?

request efficiency

What do you like best about the product?

We moved from SF to Zendesk, and the ease of use is so much better. As a manager, it's easy for me to track my teams open tickets. I also like how ZD connects so easily with other integrations. I find reporting so much simpler than before.

What do you dislike about the product?

I think their workforce management tool is super clunky and hard to use. It's such a manual process that takes me hours. I wish it was smarter and the forecasting was accurate.

What problems is the product solving and how is that benefiting you?

Workforce management is being worked on and while this is not being prioritized, I am happy to hear they know the importance of the tool.