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Easy to use browser based Helpdesk software
What do you like best about the product?
It has a well thought out design and makes it easy to find tickets. It makes it easy to find and respond to tickets. I like being able to customize the ticket views as well. I love how easy it is for all of our techs to assign ourselves tickets, and I love that we can easily get insight into who has been responded to and who is waiting for help.
What do you dislike about the product?
I wish you could insert an image as opposed to attaching it. This makes it easier for customers to see screenshots. The customized views do not show up in the Android app, this makes it hard for me to use them. I wish there were more columns on the main screen. I want to be able to see what company the requester works for, or at least their email address.
What problems is the product solving and how is that benefiting you?
Having all of our clients send work requests to a single place where we can easily delegate tasks and keep up with new requests.
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Easy visibility to the business
What do you like best about the product?
Team collaboration, integration with jira and slack. Dashboard and reporting.
What do you dislike about the product?
mobile app could be better, the reports are not easily customizable
What problems is the product solving and how is that benefiting you?
Visibility to customer issues
Great product
What do you like best about the product?
Easy way to communicate with customers and can quickly send out mass updates
What do you dislike about the product?
Searching for tickets by category doesn’t work well.
What problems is the product solving and how is that benefiting you?
Able to track what type of issues arise, and easy communication when having anvoutage
Great customer support solution
What do you like best about the product?
Zendesk gives us the chance to offer a support solution tht is economical, scalable, and well suited to our available staffing.
What do you dislike about the product?
Its a bit of a pain that other external users cant track or access cases. Its not exactly the most user friendly interface.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track user issues and to quickly respond to customer support.
Great Product and easy to use.
What do you like best about the product?
Google Translate Option
Window Notifications
Window Notifications
What do you dislike about the product?
Some of the sounds notifications are quite annoying.
Should be an option to block/monitor certain users, but not the IP address.
Should be an option to block/monitor certain users, but not the IP address.
What problems is the product solving and how is that benefiting you?
This features offers a quick way to communicate with clients that don't have the time to call in. It allows reps to multitask as well.
Easy and efficient ticketing system
What do you like best about the product?
The simple, yet efficient interface is what I like most about Zendesk.
What do you dislike about the product?
The thing I dislike the most about Zendesk is that users cannot see other people who are cc'd on emails within the system.
What problems is the product solving and how is that benefiting you?
Helping our customers with IT/Marketing issues through the system.
Recommendations to others considering the product:
Do it.
The only support and ticketing system you should consider.
What do you like best about the product?
There are so many things about Zendesk that make it a wonderful tool for handling customer questions, self-service knowledge base, and issue tracking. Emailing our support email auto creates tickets. When folks look up support contact info they are greeted with a search where the user types a question and many times can answer their own questions - great time saver.
What do you dislike about the product?
The price is a little much if you want multiple agents for one account. Customizing to fit our website theme could be much easier as there is some coding the seems to be required for styling. Not too much more to dislike.
What problems is the product solving and how is that benefiting you?
Like I mentioned... The customer self-service is a great time saver. That alone is a great feature and benefits out business as it saves our reps time and energy to move on to other issues or questions.
A time with Zendesk
What do you like best about the product?
A simple and easy to use application , with keyboard shortcuts for faster response
What do you dislike about the product?
Web Based - relies on browser and internet for performance
What problems is the product solving and how is that benefiting you?
All IT related issues. Keeps a good track of things done
Zendesk - Streamline your CS
What do you like best about the product?
Gives the impression of a larger customer service team that we actually have.
What do you dislike about the product?
Don't like that the email notifications of tickets do not give me the contact info of the customer directly
What problems is the product solving and how is that benefiting you?
Integrated help desk support for our applications that fall under our parent company QuietStream Financial (including Investor Management Services)
Great for Organization
What do you like best about the product?
Great way to keep customer support requests organized and in order. Private notes feature so that multiple people can communicate on a ticket without the customer actually seeing it which is great for communicating while preventing customer confusion.
What do you dislike about the product?
When being forwarded a ticket via email you cannot actually see any information about the user or click a link so you have to manually log in to Zendesk to view it.
What problems is the product solving and how is that benefiting you?
Helps keep ticketing and support requests organized. Easy to use way of documenting support requests, as customers only need to send an email and the ticket will automatically be logged so it is also partially self servicing.
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