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Zendesk works great for us!
What do you like best about the product?
Notifications, ease of use, and archive.
What do you dislike about the product?
Have not found anything yet. I like it!
What problems is the product solving and how is that benefiting you?
We use Zendesk to help us manage issues with UltiPro SSO, password resets, and a variety of other issues.
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Best Ticketing system in the market!
What do you like best about the product?
Enhanced customer experience
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
What do you dislike about the product?
More expensive than its closest competitors
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
What problems is the product solving and how is that benefiting you?
Manual & optional data entry
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Decent ticketing system
What do you like best about the product?
View several tickets all from one browser tab. Tagging allows you to easily search and filter for tickets. Chat and Phone system built in.
What do you dislike about the product?
Zendesk can be slow and has several outages over the past 2 years.
What problems is the product solving and how is that benefiting you?
Providing customer support, keeping track of customer requests and feature requests
Recommendations to others considering the product:
Zendesk supports various integrations, including a slack integration. There can be unexpected outages.
Zendesk has been great so far.
What do you like best about the product?
Zendesk allows for optimal phone and email support. We're able to easily come up with ways to format the software around our company needs.
What do you dislike about the product?
Sometimes there are outages at crucial times, or the ability to add more than so many views can be somewhat tedious. Sharing views among a wide variety of our users gets tricky.
What problems is the product solving and how is that benefiting you?
Allowing our best teams to have 24/7 customer support and email support. It also gives us a great case filing system that allows for easy case retrieval when need be.
Recommendations to others considering the product:
Try to come up with custom views to help see what is useful to your company.
Gets the job done
What do you like best about the product?
Super easy set up, reliable, and feature rich. Love being able to add triggers to prompt users to engage.
What do you dislike about the product?
The design is a little bit old-school. Would be nice if it looked a little more modern.
What problems is the product solving and how is that benefiting you?
We use Zendesk Chat to engage with customers on our pre-sales pages. It allows us to answer questions, assuage concerns, and provides an in-person realtime conversion tool.
Good first time experience
What do you like best about the product?
Easy to use and understanding for anyone to jump in and assist.
What do you dislike about the product?
The UI can be improved to make it more aesthetic.
What problems is the product solving and how is that benefiting you?
Zendesk is a tool we currently use.
Easy to learn and easier to communicate!
What do you like best about the product?
The best part about Zendesk Support is that it makes it extremely to communicate needed information to your customers from it's back end. It's chat also requires minimal set up time and you can begin speaking to customers right away.
What do you dislike about the product?
My biggest knock is not actually on the software itself, although, the user interface could be redesigned a bit better for simplicity, but it's actually ZenDesk itself. As a support company, their one dimensional support system does not always seem most effective.
What problems is the product solving and how is that benefiting you?
The biggest problems we're solving with ZenDesk Support is communication directly with customers and pushing content out to help their with our product. The benefits we've realized is that we're able to adjust and upload needed contact quickly and easily and communicating with chat is easier than ever.
Recommendations to others considering the product:
Continue to develop your own support system.
Easy to use and very organized
What do you like best about the product?
-Easy to assign tickets
-Easy to cc in tickets
-Can add internal notes
-Can add attachments
-Easy to cc in tickets
-Can add internal notes
-Can add attachments
What do you dislike about the product?
-Also use Zendesk Chat - sometimes there is an issue creating ticket from missed chat
-Cannot sort in multiple ways (by tickets assigned to what employee and date)
-Max attachment size is 7MB
-Cannot sort in multiple ways (by tickets assigned to what employee and date)
-Max attachment size is 7MB
What problems is the product solving and how is that benefiting you?
We used another help desk software before and had a lot of trouble with customers understanding how to submit tickets. This software made our customer create an account to add notes or replies to their tickets, they couldn't just reply to the emails. If they replied it would create a new ticket. Zendesk has completely solves this issue for us and made the experience for our customers much better.
Recommendations to others considering the product:
If exporting from Freshdesk, prepare for a lengthy process
User Friendly Interface
What do you like best about the product?
Easy to track of everything in one place. View the history, customer replies, our answers, assign it to a party, etc. It also allows you to reopen the ticket or pause it to wait for your customers.
What do you dislike about the product?
Not able to search by Group name. You can sort it of course but I always have to scroll down to find that I need. Not a very big issue though.
What problems is the product solving and how is that benefiting you?
We use it to manage our tech support tickets. We are able to track what's happening and the progress of solving the issues for our customers.
Feedback on Zendesk
What do you like best about the product?
great interactive communication for tickets opened which makes customers like easy ,seamless integration with other systems , the use interface can be customized to meet our needs
What do you dislike about the product?
sometimes we have noticed system issues has slowed down our ticket monitoring and updates
What problems is the product solving and how is that benefiting you?
we have been able to streamline our level 2 support model using this product
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