Zendesk Messaging Reviews

We tried to implement a 24/7 kind of global support with Zendesk, so we enabled Talk and enabled chat and ticketing, so everything was enabled in the workspace. We tried to handle every single request in Zendesk.

I believe the best feature in Zendesk was in the chat; it allows you to seamlessly change between having, for example, a ticket and a client opening a chat, and all this information is saved in the same ticket. You don't have to create different tickets for different features. Everything was on the same ticket, making it easy to follow the history of the client, regardless of whether they first sent an email, then a chat, then something else. That was our main feature, and it was a really good feature that I liked the most.

On the chat, we automated it, and we actually get really great results with Zendesk. We ended up lowering the customer contact rate thanks to the automations that we generated, connecting them to our help articles. The bot was connected to our help articles and it reflected around 12% of the incoming tickets, so that was super good because we wanted to make the creation rate of tickets as low as possible per customer.

I believe they could implement AI in a better way for Zendesk Messaging. Right now, there is an AI, but it's not to the level of being an actual agent that can help a customer before getting to a human agent. We identified that we had mostly chat customers, and this specific area is the reason we changed to Pylon because they use AI in a much more practical way, actually helping to reduce the overhead that we had on the technical support team by answering customers with what we had in the help documents.

We stopped using it around July when we changed it to Pylon, but before that, I had been using it for about five years.

I'd say a nine for the support from Zendesk when considering the platform overall.

My experience with Zendesk technical support is that it seems they use tiered level support. When I open a ticket, the person that talks to me is not actually the person that knows, which is my problem with ownership of the ticket. The ticket never gets closed completely, and even a human agent sends you links to the help desk without answering you directly. They don't do a lot of investigation or provide help in the first tier, so whenever I needed to open a ticket for Zendesk, it took me a week or two to get an answer, which was not good.

Positive

Setting up Zendesk was fairly easy, and that was one of the things that we liked the most. It was easy to set up; it was not complicated at all and very user-friendly.

We tried to implement a 24/7 kind of global support with Zendesk, so we enabled Talk and enabled chat and ticketing, so everything was enabled in the workspace. We tried to handle every single request in Zendesk.

We integrated it with our CRM and ChurnZero, which is a platform specific for the customer success team. All the information was divided between ChurnZero, our CRM, JIRA to escalate the ticket to our engineer team, and Zendesk. Zendesk was super good for keeping up to date with all these different platforms.

We're mostly based on data, and we do not engage in workload automation or testing. Right now, we use Linear in addition to JIRA for our operations. I gave this review a rating of 9.

Zendesk Messaging is primarily used for incoming phone calls. Automated workflows are utilized and configured to route calls to different numbers depending on whether they are support-related or something else, serving as a routing solution.

Zendesk Messaging is integrated with Zendesk Sell, which is a CRM system that was acquired and integrated. Zendesk Sell functions as the CRM system in use.

AI capabilities could be improved, as that is something everyone is trying to integrate now to automate more effectively.

The messaging component is not used extensively; usage is fairly small. Zendesk Messaging is being used as a help desk system with people who come in with tickets either during phone calls or through emails.

Zendesk Messaging has been in use for approximately 10 years.

There are no complaints regarding the impact of real-time notifications on customer interaction.

Zendesk Messaging would be recommended to other companies.

Positive

Pricing for Zendesk is fairly normal, though everything you pay seems expensive these days.

Zendesk has been used for over 10 years, starting when it was a Danish startup company.

There are good competitors on the market, but an extensive search has not been conducted at this time because satisfaction with Zendesk has been fairly consistent.

AI capabilities would be welcomed in the future, though nothing else comes to mind at the moment. The overall review rating for this product is 8 out of 10.

We use this platform for customer engagement via tickets. It has the flexibility to share internal notes via the same Zendesk platform. There is no need to take the conversation or customer query outside, to some other communication channel.

This solution has given us the flexibility to respond to customer TT's even via a mobile app. It helps us to engage with our customers in realtime. Just like chat, it ensures that someone is working on their issue and that somebody is available should they ask for additional information.

We like the mobile application, which allows us to provide a faster response to the customer. These days, customers are tech-savvy. They log a TT only after running several checks on their own because TT logging or calling CC is in itself a generic and time-consuming process. Hence, the availability of an Android and iOS app makes the response delivery faster. Also, it ensures the customer that someone is actually by their side, looking after their issue.

We would like to have auto-templates for TT closure and TT updates. This will save time in writing the acknowledgment. Templates can be added and edited, thus saving the agent time when on the ticket. I believe that this will contribute to the agent's knowledge, once coming across new ways of customer writing templates.

We have been using Zendesk Chat for more than four years.

Stability-wise, this product is outstanding.

The scalability is excellent.

We have had no issues with technical support so far.

Prior to using this solution, we used manual TTs.

Onboarding was simple and there were no issues reported.

We did not evaluate other options.