ZendeskReviews of zendesk.com

ZD does a good job of identifying new technologies and practices to improve their platform.

It's a reliable platform for offering customer support. The only feature I wish they had was a notification for when tickets were updated.

Coming from a chat agent to a Workforce position I have been rewarded the ability to work on both ends of Zendesk and I enjoy the simplicity of being able to navigate Zendesk chat and agent dashboards I just wish for an better understanding of the reporting system.

Five years ago I was the brand new support manager for a small startup that had just been acquired. The founder/developers wanted me to replace their current customer service platform, Live Agent. I chose Zendesk over the other top contenders because the documentation made it easy for me to self serve, and the configuration was robustly customizable. I seamlessly migrated our 4 person team, and two email channels, over the weekend, while I was at my daughter's dance competition. Fast forward five years - I'm now in central operations, and I lead the team that is responsible for our multi-brand Zendesk instance (and 5 other operations enterprise applications). Our Zendesk contains 20+ of Togetherwork's product lines, with 200 full agents and 100 Light Agents. Our product lines are in different levels of maturity - from one-man, single email channel software support to robust help centers, and tiered support using Chat, Guide & Talk to support their customers' using a mix of solutions and services. This past month I've been involved in migrating our newest addition to the Togetherwork family, and we learned how to add chat to mobile platforms! What is it that's made my experience with Zendesk great? Being involved with user groups, leaning in to the relationships I've built with our account team, and enhancing my teams' expertise using the well put together on demand training. Following along and growing/learning with the 'Champions of Customer Service' hasn't always been perfect. Sometimes it's gotten confusing - lots of change, lots of information, lots of big ideas. But the platform is dependable, customizable, meets our varying needs and the people are true partners.

Terrible customer service. I would not recommend.

Zendesk enables and empowers my front line teams in a way no other tool has. They have integrations, reporting, and userflows designed to allow the feedback our teams hear to resonate throughout the company.

We are totally dissatisfied with the new interface (August 16, 2023). We would really appreciated the old one back!

I'm using Zendesk since 10y and the tool is perfect! Super complete in case of development, best tool of support/ticketing that I can recommend, but also super useful for other teams, it's a polyvalent tool.