10 Tips to Maximize Zendesk Pros and Cons in 2025

Want to get the most out of Zendesk for your customer support in 2025? You’re not alone. Many companies search for ways to boost help center results and reduce help desk software headaches. Zendesk keeps growing, with 72% of business leaders now targeting AI integration and only 21% of agents feeling satisfied with AI training.

You can use the help center and help desk software smarter by learning from Sobot’s experience. Sobot AI and Sobot call center show you how strong omnichannel integration and ticketing can make your zendesk pros and cons work better for you.

Automation Benefits

Streamlining Workflows

You want your support team to move fast and stay organized. That’s where zendesk automation shines. With tools like macros, triggers, and workflows, you can handle tickets in less time and keep your team focused. When you create macros, you set up shortcuts that let agents answer common questions with just one click. Macros can update ticket status, add tags, and send replies all at once. This means you don’t have to repeat the same steps over and over.

Pro Tip: Use tags and shortcuts together to sort tickets by topic or urgency. This helps you route tickets to the right person and makes reporting easier.

Companies using zendesk automation see big results. For example, Airbnb uses macros and triggers to manage thousands of customer questions every day. They report faster response times and higher customer satisfaction. In fact, many businesses see a 25% jump in satisfaction scores after adding automation. Triggers and automations can send reminders, escalate urgent tickets, and even close solved tickets after a set time. You can use tags to track ticket types and spot trends.

Sobot’s Ticketing System takes these ideas further. It uses ai to automate ticket creation, routing, and even responses. Sobot’s system helps you manage all your channels in one place, so you never lose track of a customer request. You get real-time feedback and smart notifications, making your workflow even smoother. Learn more about Sobot’s Ticketing System.

Reducing Manual Tasks

Manual work slows everyone down. With zendesk, you can use macros, triggers, and ai to cut out repetitive tasks. For example, macros let you answer FAQs in seconds. You can create macros for refunds, shipping updates, or password resets. Just use shortcuts to insert the right reply, add tags, and update the ticket—all at once.

Automations handle things like follow-ups and reminders. If a ticket sits too long, zendesk can send a message or bump it to a manager. This keeps nothing from slipping through the cracks. When you use tags, you make it easy to filter and report on tickets later.

Many teams see big gains. A travel agency using zendesk CTI handled 22% more calls each day after automating call logging and follow-ups. Ai-powered tools also help by learning from past tickets and suggesting the best replies. Sobot’s Ticketing System uses ai to handle up to 95% of customer interactions, especially during busy times. This means your agents can focus on complex problems while automation takes care of the rest.

Note: Regularly review your automations and macros to make sure they still fit your needs. Update tags and shortcuts as your business grows.

Custom Workflows

Tailoring to Business Needs

Every business has its own way of helping customers. You might work in retail, SaaS, or healthcare. Each industry faces different challenges, so you need zendesk to fit your unique needs. That’s where custom workflows come in. You can set up ticket categories that match the types of questions your customers ask. For example, a retail store might use ticket categories for returns, shipping, and product questions. A healthcare provider could use ticket categories for appointments, billing, and patient support.

Zendesk lets you create custom fields for customers, so you can collect the right information up front. This helps your team solve problems faster. You can also use routing triggers to send tickets to the right person or team. This means your customers get answers from someone who knows their issue best. When you customize zendesk support, you make it easier for your agents to focus on what matters most.

Many companies have seen big results by using these tools. LATAM Airlines used zendesk’s AI-powered workflows to help over 30,000 employees, reaching 80% accuracy in support. Liberty London cut their first response time by 73% and boosted customer satisfaction by 9%. These numbers show that when you optimize workflow with zendesk, you get faster replies and happier customers.

Tip: Use custom fields for customers to collect details like order numbers or account types. This makes it easier to sort tickets and find solutions quickly.

Sobot Ticketing System Integration

If you want to take your workflows even further, Sobot’s Ticketing System gives you a unified platform for all your channels. You can handle email, chat, and even e-commerce tickets in one place. Sobot lets you set up ticket categories and automate ticket routing with smart triggers. You can also use custom fields for customers to gather the info you need right away.

Sobot’s system helps you merge tickets about the same issue, set priorities, and track everything with trusted analytics. You get real-time notifications and a clear view of every customer’s history. This makes it easy to keep your team organized and your customers happy. With Sobot, you can optimize workflow across your whole support operation, no matter what industry you’re in.

Zendesk Pros and Cons for Support Teams

Key Advantages

When you look at zendesk pros and cons, you’ll notice zendesk brings a lot of strengths to your customer support team. Many users love how zendesk puts all your customer conversations in one place. This unified workspace helps agents see every message, no matter if it comes from email, chat, or social media. Here are some of the top benefits:

• Automation features like triggers and macros save time and reduce manual work.
• Mobile apps let agents help customers from anywhere.
• Built-in CSAT and NPS surveys give you real-time feedback on customer satisfaction.
• A self-service knowledge base lets customers find answers on their own, which lowers ticket volume.
• You can customize workflows and connect zendesk with other tools to fit your business.
• Advanced analytics and reporting help you track performance and spot trends.

These zendesk pros and cons show why many companies choose zendesk for scalable, efficient customer support. Sobot’s Ticketing System also offers a unified workspace, smart automation, and trusted analytics, making it easy to manage tickets from all channels and boost your team’s productivity.

Common Drawbacks

Even with these strengths, zendesk pros and cons include some challenges. Some users say zendesk can feel overwhelming because of too many features they never use. Others mention high pricing, which can be tough for smaller teams. Limited customer support options, like no phone support, frustrate some users. Data sync issues sometimes create duplicate records, and attachments don’t always open smoothly.

Here’s a quick look:

To get the most from zendesk pros and cons, review your workflows often. Focus on the features that matter most. Sobot’s Ticketing System helps by offering easy-to-use automation, clear analytics, and seamless integration, so you can avoid common headaches and keep your customer support running smoothly.

Help Center Optimization

Self-Service Strategies

You want your customers to find answers fast. That’s why self-service is important for any zendesk help center. When you build a strong help center, you help users solve problems on their own. This reduces ticket volume and keeps your team focused on bigger issues. Did you know that 70% of customers expect a self-service portal? That’s a huge reason why self-service is important for your business.

Start by setting clear goals for your zendesk help center. Maybe you want to lower support tickets or boost customer engagement. Use data to track how many people visit your help center and how many still submit tickets. This self-service score shows how well your help center works. Promote your most popular articles on the homepage. Use SEO tricks so customers can find answers both inside your help center and on Google.

Organize your content with clear categories and tags. Tags help you sort articles and make searching easier. Add a strong FAQ page and use AI-powered chatbots to answer common questions 24/7. Sobot’s knowledge base optimization uses AI to fill content gaps and translate articles, making customer self-service even better. Sobot’s system also helps you spot what users search for but can’t find, so you can create new articles fast.

Tip: Personalize your help center experience. Customers love seeing content that matches their needs. This boosts engagement and makes your zendesk help center stand out.

Content Maintenance

Keeping your zendesk help center up to date is key for great self-service. Assign a knowledge base owner to check content and fix issues. Encourage your support agents to flag outdated articles by using tags or custom fields during their daily work. This way, you catch problems early.

Set up a process where agents can update or write new articles while details are fresh. Use templates for articles, clear titles, and short sections. Add links to related content and use tags to connect similar topics. Ask experts to review technical articles before publishing. Involve teams from marketing, product, and sales to make sure your help center covers all customer needs.

Use analytics and AI tools to find content gaps and automate updates. Sobot’s knowledge base makes this easy by providing trusted analytics and smart notifications. Always collect feedback from users and improve your help center based on what they say. Market your help center so more customers use it for self-service.

Omnichannel Support

Unified Customer View

Imagine you can see every customer message in one place. That’s what omnichannel support gives you. With zendesk, you bring together emails, chats, phone calls, and social media messages into a single dashboard. You don’t have to jump between different tools or ask customers to repeat themselves. This unified view saves time and helps you give a better experience.

Here’s why managing all customer interactions in one spot matters:

• You answer questions faster because you see the full conversation history.
• Customers feel heard since they don’t need to explain their problem again.
• Agents work smarter with less confusion and fewer mistakes.
• You get real-time insights to spot trends and fix issues quickly.
• Self-service options become easier to manage and update.

A unified platform like zendesk can boost agent productivity and customer satisfaction. You can use AI-powered tools to automate simple tasks and focus on what matters most. For example, real-time sentiment analysis helps you understand how customers feel during a call. This lets you adjust your approach and solve problems faster. Companies using a unified dashboard report higher customer satisfaction and faster call resolutions. Learn more about omnichannel support benefits.

Channel Integration

You want your customers to reach you on their favorite channels. Maybe they like WhatsApp, Facebook, or live chat. Zendesk supports many channels, but some businesses need even more. That’s where Sobot’s Omnichannel Solution stands out. Sobot connects chat, email, voice, and social media like Instagram, LINE, Telegram, and WeChat. You get a true all-in-one workspace.

Let’s compare how Sobot and zendesk handle channel integration:

Sobot’s solution uses AI to automate replies, suggest answers, and even handle voice calls. You can set up routing based on channel, so the right agent gets the right message every time. This means your team spends less time switching tools and more time helping customers. Self-service is also easier because your knowledge base connects to every channel. Customers find answers fast, no matter where they start.

With Sobot, you get a seamless experience for both agents and customers. You see all interactions in one place, automate routine tasks, and keep your data safe with global compliance. This approach leads to higher first contact resolution and better customer loyalty. If you want to deliver top-notch omnichannel support, Sobot’s platform gives you the tools to do it.

Analytics and Reporting

Performance Metrics

You want to know if your support team is doing a great job. Zendesk gives you lots of ways to track how your team works. You can see how fast agents reply, how many tickets get solved on the first try, and how happy your customers feel after getting help. These numbers help you spot problems and fix them fast.

Here’s a table with some key metrics you should watch in zendesk:

When you analyze customer satisfaction, you can see which agents get the best feedback. Zendesk lets you send quick surveys after each ticket. You can track CSAT scores by agent, channel, or time period. This helps you train your team and keep customers happy.

Actionable Insights

Numbers are great, but you need to turn them into action. Zendesk helps you create useful reports that show trends and problem areas. For example, if you see a lot of tickets about shipping delays, you can update your help center or train agents to answer faster.

Sobot takes analytics a step further. Sobot uses ai to read customer messages and spot emotions in real time. If a customer sounds upset, Sobot alerts your team so you can help right away. Companies like OPPO saw an 83% resolution rate and 94% positive feedback after using Sobot’s analytics. Sobot also supports many languages, so you can analyze customer satisfaction worldwide.

Tip: Use Sobot’s real-time sentiment analysis to find unhappy customers before they leave. This helps you improve service and build loyalty.

With both zendesk and Sobot, you can analyze customer satisfaction, track agent performance, and spot trends. When you use these tools together, you get a full view of your support team and your customers.

Cost Management

Essential Features

Choosing the right zendesk plan can save you a lot of money. You want to pay for what you need, not for extras you never use. Zendesk offers several plans for different business sizes. Here’s a quick look at the most popular options:

The Support Team plan works well for small businesses. You get basic ticketing, email, and social media support. Suite Growth adds automation and reporting, which helps as your company grows. Suite Professional gives you advanced tools, but the price jumps up. Add-ons like workforce management or quality assurance can increase costs even more. Always check what features you really need before you choose a plan.

Tip: Start with a lower-tier zendesk plan. Upgrade only when your team outgrows the features.

ROI Strategies

You want to get the most value from every dollar you spend. Zendesk helps you do this with automation, analytics, and easy integration. Use automation to handle simple tasks, so your agents can focus on complex problems. Analytics show you where to improve, so you can boost customer satisfaction and reduce costs.

Sobot offers another way to maximize ROI. Sobot’s Ticketing System uses AI to automate ticket creation, routing, and responses. This reduces manual work and speeds up support. Sobot’s omnichannel solution brings all your channels together, so you don’t need to pay for extra tools. Many companies see big savings by using Sobot’s 24/7 chatbot support and multi-language features. For example, missed calls can cost up to $450 each, but AI-driven automation can cut these costs by over 90% (source). Sobot’s real-time engagement and automation help you avoid missed revenue and lower your support costs.

Note: Review your zendesk usage every few months. Remove unused add-ons and features to keep costs down. Compare your ROI with other solutions like Sobot to make sure you’re getting the best deal.

Agent Productivity

Workspace Customization

You want your support agents to work fast and stay happy. Zendesk gives you tools to shape the workspace for your team’s needs. When you set up the Agent Workspace, you can bring together email, chat, voice, and social messages in one place. This unified view cuts down on switching between apps and helps agents keep their focus on the user experience.

Here are some ways to boost productivity in zendesk:

1. Set up all your channels in the Agent Workspace. This lets agents handle every customer message without leaving their screen.
2. Use omnichannel routing. Zendesk can send tickets to the right agent based on who is free, what the ticket is about, and how urgent it is.
3. Turn on AI-powered tools. These tools suggest answers, fill in ticket fields, and help agents solve problems faster.
4. Customize the ticket view. You can add or remove fields, change layouts, and show only what matters most for your team.
5. Check your analytics. Zendesk reports show where agents spend time and where they get stuck. Use this data to make smart changes.

Tip: A unified workspace, like the one Sobot offers, brings all channels and customer data together. This makes it easy for agents to see the full story and deliver a better user experience. Sobot’s workspace also supports AI-powered ticketing and real-time notifications, so your team never misses a beat.

Training and Onboarding

Great tools only work if your team knows how to use them. Training and onboarding play a big role in agent productivity. In zendesk, you can set up training guides and use live dashboards to share goals and updates. When agents know what to do, they feel more confident and help customers faster.

Here’s how you can make training work for your team:

• Start with a clear onboarding plan. Show new agents how to use zendesk, handle tickets, and find answers in the knowledge base.
• Use real examples during training. Walk through common tickets and let agents practice in a safe space.
• Encourage teamwork. Connect zendesk with tools like Slack or Zoom so agents can ask questions and share tips.
• Keep training going. Update your guides when zendesk adds new features or when you change your workflows.
• Share metrics. Let agents see their progress on dashboards. This keeps everyone focused on the user experience and helps the team grow together.

Did you know? A recent survey found that 59% of employees believe good training improves their job performance (source). Sobot also offers training resources and a simple interface, so agents can get up to speed quickly. With Sobot’s unified workspace, agents spend less time searching for information and more time helping customers. This leads to a smoother user experience and happier teams.

Security and Compliance

Best Practices

You want your customer data to stay safe and your business to meet all the rules. Zendesk gives you a lot of tools to help with this. If you work in a regulated industry, you need to follow strict rules like GDPR, CCPA, HIPAA, or PCI DSS. Zendesk supports these needs with features that help you protect customer information and prove compliance.

Here are some best practices you should follow with zendesk:

1. Turn on secure agent authentication. Use strong passwords and two-factor authentication (2FA) or single sign-on (SSO).
2. Always keep SSL encryption active. This protects data as it moves between your users and zendesk.
3. Limit agent access by IP address or use multi-factor authentication for extra safety.
4. Manage API access carefully. Use OAuth 2.0 for permissions and rotate API tokens often.
5. Require authentication before anyone can download attachments.
6. Set devices to lock after 15 minutes of no use.
7. Make sure agents only see the tickets they need for their job.
8. For HIPAA, sign a Business Associate Agreement (BAA) and use the right zendesk plan.
9. Never send sensitive data like PHI in emails or texts, since those channels may not be secure.
10. Regularly audit your zendesk setup and document your compliance steps.

Tip: Stay updated on privacy laws. Review your zendesk settings every few months to keep your data safe.

Data Protection

Protecting customer data is not just about following rules—it’s about building trust. Zendesk helps you meet privacy laws like GDPR and CCPA by letting you handle data requests, delete user info, and set data retention policies. You can use tools for anonymization and data redaction, which helps keep personal details private.

For example, zendesk lets you:

• Respond to Data Subject Access Requests (DSARs) by exporting user data quickly.
• Use soft and hard delete functions to support the "right to be forgotten."
• Set up data minimization so you only collect what you need.
• Anonymize or redact data to protect privacy.
• Give customers clear choices about their data, including opt-outs for data sales.

If you handle payment data, zendesk can be set up to meet PCI DSS 4.0 standards. You must use strong encryption and never store sensitive card data after authorization. Adding Data Loss Prevention (DLP) tools can help you spot and stop risky data sharing.

Sobot takes data protection seriously, too. Sobot’s AI chatbots and ticketing system follow GDPR and CCPA rules. You get transparency, consent options, and strong encryption. Sobot uses API-based data import, so customer data doesn’t sit in the system longer than needed. Phone numbers get masked, keeping customer privacy safe—even from agents. These steps help you meet global data protection laws and keep your customers’ trust.

Note: Sobot’s solutions are designed with security in mind, using encryption and access controls to protect every interaction. You can learn more about Sobot’s approach to compliance and security on their official website.

Integrations

Third-Party Tools

You want your support system to work with the tools you already use. That’s why integrations matter so much. With zendesk, you can connect to many third-party apps that help your team do more. These integrations let you automate tasks, track customer feedback, and see all your data in one place. You don’t have to switch between different systems all day.

Here’s a quick look at some of the most valuable zendesk integrations:

You can see how zendesk makes it easy to bring all your favorite tools together. This saves your team time and helps you give better support.

Tip: Try using Zapier with zendesk to build custom workflows without any coding. You can set up actions like sending alerts, updating records, or creating tasks automatically.

Ecommerce Platforms

If you run an online store, you want your support team to see orders, returns, and customer info right inside your help desk. Zendesk connects with popular ecommerce platforms like Shopify. This means you can view order history, track returns, and answer questions faster. You don’t have to jump between your store and your support system.

Sobot also helps you connect with ecommerce and CRM platforms. You can link channels like WhatsApp, SMS, and social media to your support center. This lets you send real-time order updates, process returns, and even suggest products based on customer mood. Sobot’s omnichannel solution brings all your customer conversations into one place, so you never miss a message. You get a full view of each customer, which helps you solve problems quickly and build loyalty.

Many businesses use zendesk and Sobot to manage support across different platforms. For example, you can handle a customer’s question on Facebook, update their order in Shopify, and send a follow-up on WhatsApp—all from one dashboard. This kind of integration makes your team more efficient and keeps your customers happy.

Note: When you choose a support platform, check which integrations are available. The right connections can save you hours every week and help you deliver a better experience.

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You can get the most from zendesk by focusing on your help center and smart workflows. Many businesses see faster response times and happier customers when they use automation and a strong help center. Here’s what works best:

• Centralize all channels in zendesk for easy ticket tracking.
• Build a help center that answers common questions.
• Use automation to speed up replies and reduce manual work.
• Pick the zendesk plan that fits your team.
• Train your agents to use the help center and zendesk tools well.

Case studies show that a well-built help center can cut response times by 30% and boost satisfaction by 25%. You should review your help center often and update it as your business grows. Sobot’s Ticketing System and omnichannel solution help you manage every help center and channel in one place. This makes your support team more efficient and your help center even stronger.

Ready to improve your help center? Start by reviewing your zendesk workflows or explore how Sobot can unify your help center and support channels for better results.

FAQ

How do you build a strong help center for your business?

You start by organizing your help center with clear categories and easy navigation. Add answers to common questions. Use real customer feedback to improve articles. Sobot’s platform lets you update your help center quickly, so your customers always find the latest information.

Why should you develop an faq page for your help center?

When you develop an faq page, you give customers quick answers. This reduces support tickets and saves your team time. A well-built help center with an faq page can boost customer satisfaction by up to 25% (source).

How often should you update your help center content?

You should review your help center every month. Update articles when products change or new questions come in. Sobot’s analytics show you which help center articles need updates. This keeps your help center fresh and helpful for everyone.

What makes a help center easy for customers to use?

A good help center uses simple language, clear categories, and a search bar. Add images or videos for tricky topics. Sobot’s help center tools let you personalize content, so customers see what matters most to them.

Can you use Sobot to develop an faq page and manage your help center?

Yes! Sobot helps you develop an faq page and manage your help center with AI-powered tools. You can translate articles, track what customers search for, and update your help center in real time. This makes your help center more useful and keeps customers happy.

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