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
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.
We use Zendesk (https://simply-b2b.zendesk.com/h...) for our customer knowledge base. 100's of articles and everything is easier to understand and manage! Once a person signs up on https://simply-b2b.com - we send them a welcome email and a link to our zendesk hosted Help Centre
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 has been instrumental in building our Knowledge Center. It's easy to set up, intuitive to navigate, and managing content is a breeze. But here's the catch: it's not cheap. Sure, it offers top-notch features and a seamless user experience, but the cost can be a hurdle, especially for smaller businesses. If you're ready to invest in quality, Zendesk is the way to go. Four stars because, well, premium features come with a premium price.
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.
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.
