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So far so good, but we are still working on implementation.
What do you like best about the product?
Organization and prioritization of work in one consistent place, instead of individual emloyee's private emails.
What do you dislike about the product?
Change. Change is always hard and breaking habits ato utilize something that will ultimately make us more efficient has been the biggest hurdle to overcome.
What problems is the product solving and how is that benefiting you?
One consistent location to work out of instead of individual employee's personal/private emails.
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It's excellent to manage support queries.
What do you like best about the product?
I like the interface of Zendesk, and it's very easy to understand and implement with other software. We are able to efficiently manage the customers' queries that we get. We are using it as our primary support software and use it regularly. I like how we can use different statuses for the tickets created in Zendesk, and tagging fields are also very helpful to sort out the queries.
What do you dislike about the product?
Sometimes, it gets stuck at loading; however, zendesk support team was able to help us in resolving the same.
What problems is the product solving and how is that benefiting you?
It's providing as entire customer service solutions.
Good for big and small organizations
What do you like best about the product?
The biggest thing for me was the ease of implementation. We are a small business (55+ staff) and needed a solution for our external customers and interal staff use. Zendesk seems to fit the bill and was up and running with miminal fuss. I really like the ease of use. You can make the implementation as big and complex or as small and simple as you like.
What do you dislike about the product?
The biggest draw back for me is that agents can't open an attached file from the ticket page. If you click on the attachement it immediately downloads. That confuses my agents. When right clicking on an attachment there is no option to "view" or "open with." This is a really big disappointment to my staff. Additionally, I don't like the fact you can't just create folders to organize your Macros in. You have to include the name of the fold in the name of the macro and separate them with a double colon such as foldername::macroname.
What problems is the product solving and how is that benefiting you?
We used to do internal IT support via chat and things quickly could get lost in the mix. Additionally we used email to service external customers. Again easy for things to get dropped and the email client was often over burdened and slowed by the shared mailboxes. Zendesk helped eliminate both of these issues.
Makes my job so easy!
What do you like best about the product?
There is nothing not to like about Zendesk. It makes my job so much easier and I am able to give guests the quality customer service that they deserve. This is the second company I have worked for and I have been there since the start of our use with Zendesk at both. I can't recommend it enough! It is super easy to set up and maintain. The webinars and training have both been an added bonus and contain great information. I am looking forward to growing with Zendesk as our business needs grow.
What do you dislike about the product?
There are NO downsides for me. It has made my job 100% better. We have expanded its use to IT, HR, and Procurement. Everyone is happy with it and it's been easy for new users to learn. Having previous Zendesk experience in my previous role has allowed me to show other departments what they can accomplish for their own needs.
What problems is the product solving and how is that benefiting you?
We used to handle customer support strictly through email & spreadsheets and it was a nightmare. We can track a complaint from the first contact by the customer all the way through to the resolution at the store. We can track our recovery gift cards and have an accurate reporting of them each week. We have integrated with Shopify and it has helped with customer questions.
Customer Service Made Simple!
What do you like best about the product?
We are able to answer and solve so many more problems by using Zendesk Support. We were operating off of email inquiries only and our customer service team was constantly playing catch up. Now the questions are quickly answered and better yet we have a way to track and keep tabs on all communication!
What do you dislike about the product?
It would be nice if light agents had a little more power to work with tickets. Especially if tickets are just internal between agents and light agents, if the light agent could at least mark it as solved that would be helpful.
What problems is the product solving and how is that benefiting you?
We have a large client base but a relatively small customer service team. We were using shared inboxes previoulsy and it was a mess. Now we can see who is answering tickets the fastest, how satisfied our clients are, and we are able to solve so many more issues much more quickly than we were before.
ALL IN ONE HUB
What do you like best about the product?
The capability to see in real-time any updates to tickets that are being worked on by multiple departments at the same time. Another positive takeaway is that Zendesk tickets will keep a running event history of any status changes, reassignments, and the person submitting the change.
What do you dislike about the product?
A person can be listed in multiple different queues within Zendesk. This causes confusion if the wrong queue was chosen because the assignee was listed multiple times. This can cause delays in response time
What problems is the product solving and how is that benefiting you?
I use Zendesk every day for solving customer issues, communicating between departments, keeping track of productivity time, department-specific queues
Benefits of Zendesk in my company
What do you like best about the product?
Zendesk helps me easily use the system to provide quality support to my customers
What do you dislike about the product?
The price for using all the features of the APP.
What problems is the product solving and how is that benefiting you?
Centralizing communication with customers became easier after using Zendesk. Bringing together different platform and application functions in a single location.
Go to for ticket solution
What do you like best about the product?
Simplicity of use, our technician learned it quick
What do you dislike about the product?
Could have some more customer info on the tickets
What problems is the product solving and how is that benefiting you?
We used to have a shared inbox that all our employees used... Was alot of chaos and we never knew who answered what. Now we track customer contact very well!
An All-in-one Solution for Customer Service Needs
What do you like best about the product?
Zendesk Support Suite eradicated email communication hassle replacing with multiple omnichannel experiences from SMS to live chat when offering customer support.
What do you dislike about the product?
It has a free trial version, but it lacks freemium plan. Also, Suite Team plan doesn't support self-service customer portal.
What problems is the product solving and how is that benefiting you?
It saves time via AI-powered automated answers which keep customers engaged and het the help they need even when all our agents are busy.
Hub for your support experience
What do you like best about the product?
Easy to use and the functionality is its strongest point
What do you dislike about the product?
Still at evaluation stage and would not be fair to highlight any deficiencies
What problems is the product solving and how is that benefiting you?
Customers raising issues through a ticketing system
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