Zendesk Room for Improvement

Ahmed Nassar - PeerSpot reviewer
Technical Consultant at Spectrum Group

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. 

Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.

Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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Jovana Pavlovic - PeerSpot reviewer
Senior Back Office Manager at a financial services firm with 51-200 employees

When I first started, I was added as an employee, not as an administrator, and the access for an employee would allow you to see all of the tickets from all of the departments. You could assign tickets to different departments and you could actually remove tags if you needed to. After a while, we started having new hires and they were also added as employees. Their access was meant as employees. Then, Zendesk changed their terms and conditions, their licenses, and what those licenses actually have, including what type of access they offered and employees couldn't, for example, see all of the tickets from all of the departments. They couldn't really move, add tags, assign tickets to different departments, et cetera, however, even though they have the exact same access as I do. The features were limited, even though they had the same access as we did.

Since those features were now added into administrator access and you couldn't give administrative access to new hires, you can also see a lot more information for reports and stuff like that. This is basically none of their business, so this is why we changed to Freshdesk.

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Prasanth MG - PeerSpot reviewer
Software Engineer at Readyly

The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay. You get a new ticket on Zendesk and are able to view it in your browser, but when our program queries it for new tickets, we won't get that ticket. That takes some time to sync, and if the solution could speed it up, it would improve our work very much.

The solution’s stability could be improved.

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Buyer's Guide
Zendesk
March 2024
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
MO
User Happiness Manager at a recruiting/HR firm with 501-1,000 employees

I have a concern regarding the side conversations. Instead of creating a separate transcript, you can simply click on the side conversation tab to communicate with clients. It should be within the same interface. 

So when you respond, you can easily switch back to them without opening another ticket or creating additional back-and-forth conversations. It's more streamlined that way. It keeps everything organized and avoids cluttering the interface with multiple tickets for one conversation.

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JW
Sr. HR Reporting Manager at a comms service provider with 10,001+ employees

One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data. 

I've dabbled a little bit in the reporting features, and it seems like they're a little bit limited, but it might be because of how we have it set up. It might be how we're configuring it or because we're not buying the higher-level reporting system for it.

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AJ
Staff Technical Writer at Netradyne

Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it. 

They're still evolving, and though I feel like there is a lot that they can improve on, I am seeing ongoing improvement. Another improvement they could make is in regard to article editing. When you edit an article, the facilities provided aren't customizable. They could make it customizable and let the user choose their own font for headings and the paragraph, the number of headings they want, and just let us do a little bit more. When you add an image, even the resizing of the image is manual—they could provide an image resizing tool, to let us pick the size of the image, and make the process easier. 

As for additional features, I have noticed that Zendesk is concentrating more on the suite: messaging services, chatbot, etc. However, what they don't seem to realize is that most of their customers are using Zendesk for the knowledge base. They need to make the features within the knowledge base a little more robust. We are also looking for some enhancements. For example, I wanted a PDF download facility, but I just had to code it internally because Zendesk has an app, but you need to buy it and plug it in. 

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BharatR - PeerSpot reviewer
Product Marketing Manager at a educational organization with 201-500 employees

As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests. 

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Tariq-Muhammad - PeerSpot reviewer
SEO at Samen Limited

The price of the solution should be reduced.

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LL
Customer service manager at a healthcare company with 1,001-5,000 employees

Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple. 

An additional feature I would like to see is an option to pay more for a more refined template.

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AR
Senior Application Support Engineer at a tech services company with 51-200 employees

Zendesk used to have a whole reporting tool, which they have actually terminated. That has been a small blow for us, however, it used to be a feature where they had that tool that allowed you to just have reports on the go, on the fly. They should bring this feature back. 

They have something called Zendesk Explore, which isn't as good as what they had in place previously. The reporting and analytics part should be improved even more. The effort taken from the user side to configure the reports is a bit more when it's compared to the solution that was there earlier. 

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BX
Customer Success Manager at a computer software company with 51-200 employees

An area of opportunity for Zendesk is probably just when there's a long email chain and everything gets forwarded to support, I know it can be time consuming for them to extract the important information from the email chain. Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful.

It's just so time consuming, especially trying to find attachments too. I think it'd be good to have just one place, "Here's all the attachments and the 24 emails that's been sent in this chain."

It's hard to say what needs improvement being someone who usually does the communication was Zendesk in Slack rather than the actual interface. However, on the customer success side, it would be really, really helpful if I can somehow categorize all these Zendesk tickets by customers, so that I can see all the outstanding support tickets. That way, the status is in one place for that customer. Right now I really have to check by ticket number. 

We use Pendo, which is another complete different software, however, they have something called NPS scores. I just do a quick search in Slack for the customer's name. Then I see all the NPS scores out of the search results. If I put in the customer name, it's just kind of not associate on the account level in this solution.

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AM
Project Manager/Product Owner at a tech services company with 11-50 employees

We concerned with and want to understand more about the change management features of the solution.

The solution itself wasn't easy to set up. 

We're only using a third of all of the features, and we wanted something that was more simple to configure and set up. We don't have anyone who has the skill set to do the configuration. On top of that, the way the service model is, we have a team that are practicing within our organization. We would like to have the expertise internally instead of relying on a vendor for support.

Anything that's related to the HelpDesk, where they're tracking, your device, your phone, that kind of stuff, would be nice if it was included.

The solution should offer API connections to make it easier to integrate between other solutions.

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it_user433563 - PeerSpot reviewer
VManager, Product Catalog, Quality Control & Customer Service at a retailer with 51-200 employees

Right now, Zendesk does what we need it to do for us. I've had a few issues setting it up to receive incoming facebook messages. Not sure if this needs attention on the backend or if I just need a rep to help with the setup, but like I mentioned earlier, if they reached out to us from time to time to discuss how we could improve the use of their program to help us function more efficiently that would be great.

I think there's always room for improvement, but right now it fits our needs just fine.

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AM
Project Manager/Product Owner at a tech services company with 11-50 employees

In terms of what could be improved, it was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up. I asked my director how come we don't just keep Zendesk because it doesn't cost anything, we're already paying for the file. Why would we turn around and buy a Cadillac, like ServiceNow for IT? He said because we're only using some of the features. We don't have anyone who has the skill set to do the configuration. And the way the service model is with ServiceNow, we have a team that uses it in our organization. So we have the internal expertise instead of relying on a vendor for support.

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it_user77253 - PeerSpot reviewer
Architect at a consultancy with 501-1,000 employees
The look and feel could use a little more polish. The way information is presented in the admin console is a bit unorthodox and hard to get used to. View full review »
it_user347661 - PeerSpot reviewer
Senior Operations Manager at a tech services company with 1,001-5,000 employees
  • They should build in a ticket auto-assignment module, which would be amazing. This would set Zendesk apart without having to use third-party apps. Although these are fantastic and useable, they would allow for consulting opportunities for them and really tailor the ticket management solution for a prospective customer.
  • Partitioning rules and triggers need improvement.
  • It would be great to go beyond multi-brand and allow for a brand to be self-managed by its own administrator with visibility from global administrators.
  • Enhancements to Help Center. A broader selection of templates, though if you have in-house web skills, the CSS, JScript, and markup environment should be flexible enough for most needs.
  • We would like to see enhancements in how the knowledge management process is managed in Help Center. Perhaps some work flow behind article creation to approval, also easier methods to flag articles for review, deletion flagging that can be executed with work flow from UI rather than having to do through API.
  • Custom reporting capability like for Zendesk ticketing for Help Center.
  • I would like to see the service to update the Twitter feed used more frequently and be updated with more meaningful info, but that happens with every service tool I have ever known since I was born.
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it_user448350 - PeerSpot reviewer
Contact Center Support Specialist (Onsite at Google) at a tech company with 1,001-5,000 employees

For smaller environments, some type of tutorial or walk through would be helpful for first time users. Hands on training will speed up productivity and will get agents to hit the ground running with a minimal learning curve.

I'm not sure if there is a way to "train the trainer" process so that our internal trainers can seamlessly train a team quickly on how to use Zendesk, but that would be very helpful and would help when teams scale. Bringing awareness to the features that could easily be missed using a variety of forms will be helpful (e.g. digital newsletters, social media, email updates, etc.) would be helpful.

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CC
FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam

If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". 

The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article. It has 25 to 30 reviews, however, that's not right as 80% of those reviews were by my team, not by the customer. They need to find a way to separate internal link clicks from external ones. 

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it_user430629 - PeerSpot reviewer
Customer Support/Retail Division at a consumer goods company with 501-1,000 employees

It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form its original context. As per Zendesk, they feel it does not fit in with the direction and vision they have for Zendesk which to many people such as myself feel it’s ludicrous and not very sympathetic to the needs of its agents and administrators. Creating triggers is complicated and confusing. They should make it easier for agents.

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it_user415365 - PeerSpot reviewer
Institutional Sales Executive (Head of APAC region) at a financial services firm with 51-200 employees

It's expensive.

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JB
CEO at Finanblue

The solution could integrate better with QR codes from some websites such as Facebook.

They do not have any operations in Brazil for invoicing, this forces us to deal with international invoices which cause us some difficulties to close accounts in our accounting department. Making invoices in Brazil would be beneficial, other companies allow this such as Amazon Web Services.

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it_user422388 - PeerSpot reviewer
Helpdesk Technician at a tech services company with 501-1,000 employees

It is easy to use, however, it is not quite as powerful as many other ticketing systems out there. If you want it to record certain data or attributes, it can be done, but must be done manually. In this respect, some other ticketing systems are more complete and allow you to collect more data.

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it_user245394 - PeerSpot reviewer
Application Support Specialist at a construction company with 51-200 employees

Not that it was particularly difficult, but we needed direct assistance from Zendesk for the implementation.

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it_user357579 - PeerSpot reviewer
Technical Support Engineer, Team Lead at a computer software company with 501-1,000 employees

It would be easier to setup if there was metadata available and an API guru resource available. This would help in migrating user information from old platforms to Zendesk.

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it_user347544 - PeerSpot reviewer
Sr Director of Channel Sales and Customer Service at a tech services company with 501-1,000 employees

Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves. The knowledge base search is also old and only keyword based. Any large knowledge base – much like Zendesk Corporate Knowledgebase – will return many irrelevant responses.

Also, the inability to design a what-you-see-is-what-you-get interface for the reps unfortunately can affect rep performance as they have to scroll past field they don’t need to touch.

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it_user245391 - PeerSpot reviewer
HR Source Specialist at a computer software company with 1,001-5,000 employees

Merging tickets. It's very time consuming; maybe the system can automatically merge tickets that are related and on the same topic.

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it_user430692 - PeerSpot reviewer
e-Commerce Consultant at a consultancy

As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/ 7 support. Due to the fact that it is used by a large number of countries, being on different time zones, sometimes it can take up to 2-3 days for the Zendesk support team to fully solve an issue or a request. 

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it_user405756 - PeerSpot reviewer
Freelance Film Critic/Part-time Social Media Coordinator/Junket and Red-Carpet Personality at a media company with 51-200 employees

In both organizations which I worked at that utilized Zendesk, members of the respective teams were disappointed when messages were not sent successfully to email recipients (usually with Yahoo or Hotmail accounts, but not exclusively). There should be an option that clearly indicates when the ticket was not properly sent (and, alternatively, when it has). Additionally, "Internal note" is never just an internal note, it is sent to all recipients on the ticket, which has led to quite a lot of miscommunication and frustration. Finally, for a novice user of Zendesk, it is unclear what the differences are between the varied options (open, pending, solved) for sending tickets. There should be a clear delineation between options.

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it_user413283 - PeerSpot reviewer
Zendesk Specialist at a tech services company with 51-200 employees

There is always room for improvement - The trick is to find an improvement that benefits a broad part of Zendesk’s user base. The product base is solid and i can’t think of anything major that needs fixing.

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it_user434886 - PeerSpot reviewer
Director of IT at a computer software company with 501-1,000 employees

For end users who do submit tickets, they would often just respond to a thread from a previous email exchange and the email topic would get recycled even though they were contacting us about an entirely new topic, so tickets would be misleading. They need to fix the email thread response problem

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it_user421542 - PeerSpot reviewer
Subject Matter Expert at a tech services company with 501-1,000 employees

There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle. I disliked that the reporting was very basic (but the free GoodData integration went a long way to alleviate that)

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KK
Director at a construction company with 1,001-5,000 employees

The licensing model needs to be more customer-friendly. At the moment you have to buy different pieces. ServiceNow, for example, provides just a part of their premium.

There needs to be better insights and analytics. Right now it's lacking.

The dashboard could be better.

We haven't bought service provisioning. We haven't bought the knowledge base, those were part of the main product. The chatbot is there, however, we tried it and it was lacking.

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it_user456531 - PeerSpot reviewer
Risk Analyst at a financial services firm with 501-1,000 employees

Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments. While the first one would be beneficial in cases when issue was resolved and needs only to be brought to attention the latter would be good when a specific issue would be dependent on several team members.

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it_user433557 - PeerSpot reviewer
IT Support Technician at a consultancy with 501-1,000 employees

There is an option, I would like to see, the ability to group my requests into different states. It helps me manage my requests better and organize the requests into easily managed groups or problem types.

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it_user409911 - PeerSpot reviewer
Consultant at a consultancy with 10,001+ employees

We needed to code stuff on our side due to business specific needs which Zendesk could not account for.

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it_user414228 - PeerSpot reviewer
Self Employed at a tech company with self employed

I would like to see more freedom when creating "Triggers" and "Automations". While the system is intuitive, I would like to be able to script these processes, rather than using the more limited drag and drop system.

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it_user347154 - PeerSpot reviewer
Customer Happiness Associate at Indiegogo

I would love to see an easier way to add users to Zendesk as well as a way to BCC people on tickets. It would also be nice to have easier formatting tools/shortcuts for responses to customers.

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it_user422004 - PeerSpot reviewer
Customer Onboarding at a tech services company with 51-200 employees

The ability to share tickets with other members of the organization without having to buy license for each one. Change the date/time option from today, yesterday to actual day/date.

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it_user346989 - PeerSpot reviewer
IT Specialist at a non-profit with 501-1,000 employees

Metrics – I would like to see it more based around ticket submissions/reasons.

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it_user411153 - PeerSpot reviewer
Project Coordinator at BlackSquare Inc.

My one negative critique would be the user interface. It's pretty busy and isn't the most user friendly; at times it is hard to navigate through or understand where you're at.

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it_user410553 - PeerSpot reviewer
Head of Customer Service at a hospitality company with 51-200 employees

I would like to see improvement in the "trigger" sections and "macros" as well. Both should have conditional fields to customize.

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it_user245439 - PeerSpot reviewer
Google Apps deployment Specialist and Support Manager at a tech services company with 501-1,000 employees

The reports could be more fine tuned to enable better handling of tickets by individual agents and teams.

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it_user577017 - PeerSpot reviewer
Consultant en organisation & chargé de mission à l'international at a consultancy

It needs to improve in terms of its flexibility, price, and installation.

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it_user415359 - PeerSpot reviewer
Customer Experience Lead at a tech services company with 51-200 employees

I would like easy access for the mobile app as it can take quite a while to load the data.

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it_user413340 - PeerSpot reviewer
Team Lead - CSM Nordics at a marketing services firm with 1,001-5,000 employees

It needs to have a more intuitive application of macro’s in changing ticket statuses.

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it_user371346 - PeerSpot reviewer
Marketplace Integrity Specialist at a comms service provider with 51-200 employees

I would like to see the ability to merge between companies/teams. We have separate teams using Zendesk, and while we can move tickets to one another we cannot take certain actions to them as they are technically 'the other team's'.

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it_user433575 - PeerSpot reviewer
Client Support Manager – Night Shift at a marketing services firm with 501-1,000 employees

The built-in Satisfaction system is pretty basic: "Good" or "Bad" and optional "Why". This could be expanded a bit more.

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it_user422025 - PeerSpot reviewer
Consultant / Public Speaking / Writing with 51-200 employees

It could use better analytics for trend tracking as well as the ability to tie the customer support and sales items together.

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it_user628071 - PeerSpot reviewer
Consultant en organisation & chargé de mission à l'international

There are various aspects of this product that need improvement such as its flexibility, price, and installation.

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it_user417060 - PeerSpot reviewer
Market and Business Development - USA & Canada at a printing company with 501-1,000 employees

We work in print so being able to preview files attached and having larger files (larger than 7MB would be great) would be a welcomed improvement. 

The app also needs to be made more user-friendly.

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it_user416046 - PeerSpot reviewer
Senior Sales Engineer at a computer software company with 51-200 employees

We had to modify extensively the reporting features to be meaningful to our business. In addition to this, our internal business is very much metric driven, they did a good job with these metrics, but to get customized metric reporting, you need to understand how to customize their reporting.

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it_user413475 - PeerSpot reviewer
IT Consultant/System Adminstrator at a tech company with 501-1,000 employees

They need to improve on the customization and having the ability to scale up.

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it_user344577 - PeerSpot reviewer
Operations Intelligence at a transportation company with 51-200 employees

The more customization you do, the slower it will be. Maybe this could be improved.

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it_user2589 - PeerSpot reviewer
IT Administrator at a tech consulting company with 51-200 employees
1. Agent module is clumsy. 2. Customer search is disconnected. 3. Many channel inquiries are not possible to collect into a single interface. 4. No URL integration with back office system. 5. Customizable help center is not available. View full review »
it_user247317 - PeerSpot reviewer
Account Coordinator at a tech vendor with 201-500 employees

I was not there at the initial deployment of Zendesk with my past company.

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Buyer's Guide
Zendesk
March 2024
Learn what your peers think about Zendesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.