Zendesk

It lacks basic functionalities such as a multidimensional ticket field tree to create precise statistics, and the UX is a bit old-school. Also, the landing page was supposed to improve, but we've not seen much change so far. However, I'm quite exited about the recent acquisition of Klaus and Ultimate.

Zendesk can be challenging for some users due to its customer service responsiveness, with reports of days-long waits for support replies. The platform has faced criticism for its siloed systems, which can complicate the user experience for those needing a unified customer service solution. Moreover, the lack of native integration with popular CRM software like HubSpot can be a significant drawback for businesses seeking a cohesive customer relationship and support management system. Overall, just don't do it.

The search engine has lots of room for improvement. Changing columns and searching for specific artifacts separate from the search bar should be implemented. Open ticket tabs should be moveable with a click and drag feature. Tickets should be linkable. My biggest gripe with Zendesk is mainly due to the search engine lacking standard features that are not difficult to implement.

The platform has faced criticism for its siloed systems, which can complicate the user experience for those needing a unified customer service solution. Moreover, the lack of native integration with popular CRM software like HubSpot can be a significant drawback for businesses seeking a cohesive customer relationship and support management system. Overall, just don't do it.

Zendesk strikes a great balance between customer focus and company culture 🌱💼. It’s refreshing to see a CRM platform that emphasizes not just software, but also community and employee growth. Would love to see even more tools tailored to small teams too!

Zendesk provides a lot of utility to me and my team but seems slow to adapt. What they do, they do well. That being said, I often feel that they have opportunities to improve their services that would take them from a 4 star to a 5 star product.

Coming from a CSM background, Zendesk creates an easy-to-use and ticketing system to help me respond quickly to customers, loop in other teams, and track trends of questions and concerns.

Used at several companies. It is a default for customer support software when you start looking into what service you will use. Very easy to set up and use for even the smallest teams

I spend some time playing around with it. Had it all set up but then decided to go with a far more basic tool. It's too complex for a startup. Sometimes simpler is better.