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zendesk support
What do you like best about the product?
It is easy to navigate and easy to use.
What do you dislike about the product?
It seems a little outdated and I wish it was a little more visually appealing.
What problems is the product solving and how is that benefiting you?
We are solving computer issues, program issues, etc.
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Easy to use and really helps to control your tickets
What do you like best about the product?
I liked that I can answer by email and the system gets updated
What do you dislike about the product?
It was a little tricky to understand the user groups
What problems is the product solving and how is that benefiting you?
Receiving support tickets directly from the client. We now can followup the issues.
Good in website chat tool
What do you like best about the product?
Zendesk is great because of a few factors. 1- the basic version is free. So you can have a chat on your website without paying ridiculous amounts. 2- once you do pay you get a good amount of options and can have multiple users
What do you dislike about the product?
No mobile, the upgrade tiers are a little misleading. support is relatively lacking in their knowledge of the product.
What problems is the product solving and how is that benefiting you?
Converting leads from website to sales.
Simple and straight forward
What do you like best about the product?
Everything is layed out perfectly in the dashboard. The tickets can be seen clearly and there is room to view each ticket in full which is really nice.
What do you dislike about the product?
Sometimes if you have a tab open for too long, the ticket is showed that it is still being actively viewed when in reality its "idle". I wish there was an icon to indicate an idle ticket.
What problems is the product solving and how is that benefiting you?
Customer support tickets are being solved quicker and more seamless. The templetes that you create are a great way to send off generic emails from frequently asked questions
Recommendations to others considering the product:
Use it! I dont know of another platform that does the same job zendesk does. Everyone in my company loves it.
Got everything you need, but harder learning curve.
What do you like best about the product?
I love all the integrations. They've been around for the longest and all the big dawgs have integrations with them (and frequently vice versa).
What do you dislike about the product?
From the very start you don't know what you're doing. They have some helps and you can get there, but things are not in intuitive places and I doubt they're going to change. When you have a massive amount of users you can't change the UI that much no matter how it affects the UX without losing some out of frustration of having to relearn how to do things. Also it's a pain that you have to login to use the wiki
What problems is the product solving and how is that benefiting you?
We use the support email service and the wiki a little. Mostly we use the slack integration and mobile app too...
Recommendations to others considering the product:
Id see if others like groovehq or others would be enough. Zendesk is really for big corps that need all the bells and whistles and are willing to put a man on it to learn them all. If you represent the big company, you'll feel at home here.
Zendesk is a the best ticketing system I've used as a Systems Engineer
What do you like best about the product?
Besides the general ticketing system features, I absolutely love all the third party and optional integrations available and supported by Zendesk; including the Mobile App!
What do you dislike about the product?
I honestly don't have anything about zendesk that I really just don't like. If i had to pick something, i suppose it would be the amount of emails i receive receive sometimes due to sheer number of tickets i get tagged in or carbon copied on.
What problems is the product solving and how is that benefiting you?
Internal and customer support. Multi-department collaboration on support tickets. Integrated Chat. Customer and Internal user self-service. Email to ticket generation. I could go on and on!
Recommendations to others considering the product:
If you use something like Jira for example but you're not a developer or within a dev/qa team for example, then once you try Zendesk, it instantly becomes a great fit for IT Support internal or external. Customers love the simplicity of it as well. The integrations with other products that you likely already utilize within your company is outstanding as well!
Solid platform but high and not transparent price
What do you like best about the product?
Interface for agents is good, it's easy to install the widget, it has been mostly reliable with a status page in case of problem. Good triggers.
What do you dislike about the product?
Pricing is high and charge more for statistics and API access (?) not possible to differentiate groups. Not possible to decide to show/hide the widget on specific pages
What problems is the product solving and how is that benefiting you?
customer support and sales with the trigger feature
Zendesk - Stable CRM
What do you like best about the product?
Flexibility of the functionality. This thing integrates with everything including the kitchen sink.
What do you dislike about the product?
Pricing can be a bit steep, but you get what you pay for and the product has had little to no downtime or stability issues.
What problems is the product solving and how is that benefiting you?
Client support while including Client Success, Development, Ops & Sales teams coordinated as one.
Recommendations to others considering the product:
Please make sure to fully vet the sales person you're dealing with so there are no surprise fees.
Robust System with a Learning Curve
What do you like best about the product?
You can customize the tagging, build reports, and add customer service response templated easily.
What do you dislike about the product?
It can take a bit of practice and time to fully use all aspects of Zendesk. It's not as intuitive as other service reporting tools.
What problems is the product solving and how is that benefiting you?
Helps us identify and prioritize bugs and new product features. Holds my team accountable for fast and efficient response times.
the best and most user friendly ticketing system
What do you like best about the product?
There's a lot of things I like about Zendesk Support ticketing system:
1. It's available in mobile platform. I can track ticket on the go
2. It has chat support features available!
3. It can be intergrated to multiple platforms such as wordpress.
4. Different ticket views are available depending on user preference and these views can be shared with other users
The best that I like is that it can be integrated with social media platforms as well! making us more efficient in tracking customers concerns
1. It's available in mobile platform. I can track ticket on the go
2. It has chat support features available!
3. It can be intergrated to multiple platforms such as wordpress.
4. Different ticket views are available depending on user preference and these views can be shared with other users
The best that I like is that it can be integrated with social media platforms as well! making us more efficient in tracking customers concerns
What do you dislike about the product?
Price is somehow higher than others, but I can say it's worth it.
Mobile app needs further development as tickets views are so limited there
Mobile app needs further development as tickets views are so limited there
What problems is the product solving and how is that benefiting you?
We've been using Zendesk in tracking customer's concerns via e-mail and social media. Also via chat.
Recommendations to others considering the product:
Zendesk price is worth it for what you will pay for
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