Zendesk

Review

Zendesk

ZendeskTL;DR Summary

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Zendesk

This is one of our top picks in the category so we recommend it over others (you're on the right page), read below to learn why we love and recommend it! ⤵

This is one of the better tools in its category, see below if this tool is right for you! ⤵

After trying various link shorteners, I found Short, which was basic but met my needs.

But I didn’t switch to Short.io because it was a great solution – I did it because it was just adequate enough to do the most basic of redirects. Case in point: I never once used it for reporting because it was a complete mess.

Then I tried Dub and was drawn to how simple/clean the UI/UX was. I switched over from Short and haven't look back. Oh, and I now regularly check my reporting/analytics in Dub now as they have much more user-friendly dashboards.

Zendesk Review Features, Pricing, Pros & Cons

Help Desk & Chat

For large enterprise teams who need a highly scaleable help desk. Less user-friendly than the rest.

Think of Zendesk as the "Salesforce" of the help desk world. They "integrate" with almost everything (what that even means is many things... does that mean it'll do what you want it to do? questionable), they have help docs, an included community platform even. But what's it like to actually use? Well, painful.

There's zero joy in using it. It feels like you're using archaic and unintuitive software, I've still yet to meet a customer success rep that has had even one positive thing to say about it, or rather, I've yet to meet someone that hasn't "hated it" to be more specific.

Customer Experience

In Zendesk, you are a ticket number, not a person. And yes, customers feel this, it's incredibly apparent and frustrating to experience:

Good luck remembering what this support request was about 😅

Community Functionality

But what about the community component? We want a community!

Well, good luck building one with Zendesk, another area I'm obsessed with, community software (love Discourse + Insided), and I have still yet to see even ONE Zendesk "Community" implementation that isn't just filled with customers complaining about said SaaS that the community was built for, with it all fallen on deaf ears by the company. That's a different story all-together though.