Is anyone using Zendesk and disappointed?

When we signed up with Zendesk a few years ago I thought it was a solid product. We've been using it for our Help site for about four years. However, over time it has turned into a disconnected maze of products that have become more and more complicated to navigate and use. Ironically, getting support today required me to find a Help page on the topic of getting support. I think Zendesk has scaled poorly and is trying to be too much to too many people. Anyone else have thoughts on this?

#Zendesk #Front
flobb's avatar
a year ago

Yes we were using in my previous company.
I am not a huge fan.
Some alternatives I checked are freshdesk (but kind of the same) and frontapp.
For my new company, we will probably be using intercom for interactive live chat with customers.

2 points
maguay's avatar
@maguay (replying to @flobb )
a year ago

We're using Front at Capiche—works pretty good, though I miss having a way to built out documentation and reference it in support messages. Great choice for less support-focused, more standard email use-cases (which is mostly what we need)—and easy to pull in SMS messages with Twilio, too.

1 point
natevan's avatar
a year ago

In the strictest terms of ticketing and the help centre, I think Zendesk is great. However, when it comes to any of the addon products they have created or acquired it just adds clutter and isn't cohesive. We are sorta stuck with them due to being one of the few HIPPA Complaint support tools. Ironically for a company that sells support software I think they have the worst support of any of the tools I currently use. If you happen to get a live agent, they simple forward you articles that you have already read.

2 points
jacobsky's avatar
a year ago

Agreed. I’m currently zapping together intercom and hubspot to fill the gap.

1 point
Jplopes's avatar
a year ago

I think Zendesk is a really solid tool though as support needed to become more integrated Zendesk starts to faulter.

They keep adding products such as live chat, telephony, bots and the like but kept always the underlying architecture for their product. Which IMO is not setting them up for success at this point.

Additionally, Zendesk wants to be a central workflow tool but then it it's hard to integrate with internal tools and you always need to use the same states that tickets have (difficult to create new customized abstractions).

If you're using them mostly to power your help center just take a CMS off the shelf and build your help content there. Than you can plug and play any ticketing system there without having to rely on Zendesk.

1 point
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