ZendeskReviews of zendesk.com

I do not like that so many steps need to be done just to send an email.

All tickets do not always come to me so I have to look through the "unassigned" which takes so long, very easy to miss something because of that. Harder to keep up if someone responded to something that was sent. Sometimes multiple tickets for the same thing. Going back to look at the trail of everything can be confusing as well.

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.

No way to keep up with tickets we are listed as followers on without going through a search in our profile

One thing I dislike is on the home page, when you have read an update, the update does not disappear. Also, when a reply is made on an ticket, the status does not change.

I'm quite disappointed in the support we are getting from Zendesk. Sure, there's growth and change, but the Zendesk product support is quick to dismiss all of our issues as either user error or that the software just doesn't accommodate that need.

Still getting used to the system. I find that I have to use many add-ons and workarounds to do basic tasks, and there's too much clicking involved. I guess some of this stuff is useful for a big team that has to handle many ticket transfers, but it seems needlessly complicated for a small team sometimes.

I would appreaciate EdIt of the text and sometimes tickets stay open even there is solution provided.