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Great Support Tool
What do you like best about the product?
How easy it is to set up and use out of the box. Anyone with an IT staff of even 1 can set up and administer this.
What do you dislike about the product?
The catgorization could use some work. It’s a little cumbersome
What problems is the product solving and how is that benefiting you?
Zendesk has made it much easier for our team to track and identify consistent issues that our end users are experiencing. It has also eliminated any question of our agents dilligence as our users can now go out and see the progress on their issues any time.
Recommendations to others considering the product:
Great option for those of a similar size company who dont want to put a ton of time into configuring and administering a new tocket system and self-help portal. If you have a large company and need really granular reporting data or an automated ticket flow, this might not be for you
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If you dont buy most expensive package...
What do you like best about the product?
Easy navigation and very intuitive. The text function is cool
What do you dislike about the product?
Not being able to send to a customer a text unless they text you first is not cool because often times after chatting with a customer on the phone they asked to be texted...but then you have to wait for them to text and merge the tickets. Talk about time consuming. Also. It needs more. It is really hard to keep tickets organized
What problems is the product solving and how is that benefiting you?
Retail support. Having one hub for everyhing is great, but that hub can easily turn into a chaotic mess
Excellent helpdesk tool for managing customer requests
What do you like best about the product?
Excellent ticket management and tracking
Automatic workflows
Integrates with other tools
Good customer support
User friendly interface
Automatic workflows
Integrates with other tools
Good customer support
User friendly interface
What do you dislike about the product?
Expensive
Reports are not very customizable
Reports are not very customizable
What problems is the product solving and how is that benefiting you?
Customer support and Issues Management
Pretty good
What do you like best about the product?
It has a really clean interface. Very easy to navigate the UI and it's nice that it is customizable for our business.
What do you dislike about the product?
I really dislike the "light agent" role. It seems to be nearly useless in most cases. I also do not like that there are no parent-child ticket relationships.
What problems is the product solving and how is that benefiting you?
We're solving task management with Zendesk. It's been really helpful and eye-opening to see what was not working in our previous system.
You should be using this
What do you like best about the product?
Watchig the activity on the page and being able to engage potential customers
What do you dislike about the product?
There's nothing that I've discovered that I dislike.
What problems is the product solving and how is that benefiting you?
Our customers who don't have the time to make a phone call can get answers to their problems
Zendex is a userfriendly simple to use customer support software platform
What do you like best about the product?
Zendesk is easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed. The macros and other functions enable easy and quick replies to customer queries and the tagging system allows for queries to be tagged for reporting metrics.
What do you dislike about the product?
I found that it occasionally appeared to 'time out' - not often but often enough to make it worth mentioning here. It would be handy to have a warning pop up when people attempted to reply to a no-reply address too. This is not so much the software fault but unfortunately, not all staff were smart enough to prevent this mistake themselves.
The search could do with some finetuning, otherwise no real complaints thanks.
The search could do with some finetuning, otherwise no real complaints thanks.
What problems is the product solving and how is that benefiting you?
Enhanced customer support, faster turn around for Customer Service and increased one-touch ticket solving. It's been handy for benchmarking us against other companies in terms of our turn around times and to encourage a bit of competition between team members to cut their turn around time down while still producing quality emails.
Recommendations to others considering the product:
A great product but I would recommend starting with a list of what you need from software, then what you would like then a nice to have list. See how many ticks this software gets. Compare it to at least two pieces of other software of the same nature before making your final decision. This is what I recommend for any piece of software. Also, check out their own forms of customer support, and social media sites to see what other customers have had to say about the software.
ZenDesk support is initiative yet robust
What do you like best about the product?
My favorite aspects of ZenDesk support are the intuitive interface and email support. From the support desk side it makes our job a lot easier by being simple to use. It makes the client side easier by the ability to email responses in instead of logging in to an entire application.
What do you dislike about the product?
I’ve used ZenDesk for 4 years now and I honestly can’t think of anything about it dislike.
What problems is the product solving and how is that benefiting you?
Internal communication across support team and external communication with clients to solve issues.
Excellent Support Tool
What do you like best about the product?
Easy to use
Integration with multiple tools
Excellent scaling benefits
Easy tracking of issues
Integration with multiple tools
Excellent scaling benefits
Easy tracking of issues
What do you dislike about the product?
Unable to link users to multiple organizations
Enhanced features are very expensive
Enhanced features are very expensive
What problems is the product solving and how is that benefiting you?
We use zendesk for providing support to our customers. We have been using it for 4 years now and it meets our customer service needs.
Very useful CRM
What do you like best about the product?
Zendesk has completely simplified the way we deal with customers in one platform. All of our customer service, support, and chat are not organized and the reporting system is helpful in figuring out how well we're doing.
What do you dislike about the product?
The platform is easy to use, but I wish it was customizable so I could reorganize the platform in a different way.
What problems is the product solving and how is that benefiting you?
We needed one platform to manage all customer relations, and it's a great platform to keep track of all customers. The platform is easy to integrate with other applications, and we can share all updates with the team within the platform.
Recommendations to others considering the product:
Zendesk is easier to setup and use than other CRM systems, however it is not as customizable as others.
Zendesk for Ticket tracking
What do you like best about the product?
I love that it makes ticket tracking is easy.
What do you dislike about the product?
The reporting feature needs some work, from time to time it is incorrect.
What problems is the product solving and how is that benefiting you?
This helps with making sure tickets transition smoothly between members and our support team.
Recommendations to others considering the product:
Better responsiveness to support emails.
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