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Zendesk is a simple, useful CRM tool
What do you like best about the product?
I like that I can submit tickets with certain statuses such as pending, open, etc. This allows me to keep them in the forefront of my mind. I am also glad for the old mails search function as I've been using it for a few years.
What do you dislike about the product?
I dislike how it pulls in customer tickets from existing threads of forwarded e-mail boxes. This has lead to some embarrassing situations in the past before we realized what was happening.
What problems is the product solving and how is that benefiting you?
I am able to have multiple e-mail intake forms from our site channeled through Zendesk. I find it quick and easy to mark the incoming customer tickets.
Recommendations to others considering the product:
I would recommend that those using Zendesk with multiple e-mail intake forms being channeled through it be aware that there is no warning if those e-mails stop forwarding.
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Not very user-friendly
What do you like best about the product?
I liked the fact that you can have a central location to store all you support materials. Agents could see all open tickets in one area and be able to respond to clients in a timely manner.
What do you dislike about the product?
It was not very user-friendly. Any new agents that were introduced to it thought it was very hard to customize settings and in addition, the response time from the support team was not that great. I wish there was an implementation team that could walk you through the process.
What problems is the product solving and how is that benefiting you?
We were using the application to help support our clients, we do not use it anymore.
Okay, gets the job done
What do you like best about the product?
I like the way we can organize all emails from customers to one place. Tagging emails is also nice.
What do you dislike about the product?
It doesn't integrate wonderfully with other platforms we use; I also don't like the auto reply templates it sends to the customers.
What problems is the product solving and how is that benefiting you?
Customer emails in one location. It definitely solves that issue.
Recommendations to others considering the product:
Look through sites you like that have great customer support interfaces and see what product they are using.
Zendesk works for internal ticketing system
What do you like best about the product?
I like that you can change the status of the tickets and collaborate with others on your team with the internal note
What do you dislike about the product?
The format for the response email when a ticket received is not pretty. It can be confusing for the receiver as the content of the email is a bit messy (too much going on) and the actual written message can be lost
What problems is the product solving and how is that benefiting you?
We are using zendesk as a one-stop shop for requests from our agents ( we are a real estate brokerage) and then we can disburse and manage among our team. Also use it to track the status of tasks, i.e. when a task is complete, awaiting response, or hasn't been addressed yet
Recommendations to others considering the product:
Responses from zendesk can be confusing to the customer/person sending the request
Great product but a little tricky to set up.
What do you like best about the product?
I like the capability it has. It can do a lot for your customer service if you know how to set it up properly.
What do you dislike about the product?
I dont like that they dont have any way to connect to instagram.
What problems is the product solving and how is that benefiting you?
We are able to get our support all in one place for many different brands.
Recommendations to others considering the product:
I think it is def worth a try. It is a very valuable tool.
Zendesk for growing team
What do you like best about the product?
Customization. As teams expand, you need more control over who gets what, who sees what, and who handles certain types of cases. Zendesk makes this possible.
What do you dislike about the product?
There are some features that have been requested for years on the ZD feedback site that are not implemented, namely the ability to easily wipe closed tickets from your ZD account.
What problems is the product solving and how is that benefiting you?
Handling support request.
Overall an effective product!
What do you like best about the product?
The simplicty of Zendesk Chat is amazing! It's easy to connect and easy to use. It's an easy way to connect with out customers. Price-wise, this product is at a great price-point and even offers a free option. Overall, I'll gladly recommend this product to my friends.
What do you dislike about the product?
The chat interface could be better. As a n agent, it would be helpful if there was visitor typing insight.
What problems is the product solving and how is that benefiting you?
Zendesk chat is easy to use.
Recommendations to others considering the product:
Great product. Nothing fancy and easy to use. I wish there were some of the other features I mentioned, but that's not up to me!
Zendesk is a good knowledge base portal
What do you like best about the product?
I liked the interface a lot. It is easy to use and navigate.
What do you dislike about the product?
The custom analytics are awful. I still have never been able to understand how to adjust our custom analytics.
What problems is the product solving and how is that benefiting you?
We houses our tutorial articles. We are able to help our clients better understand our tool with zendesk
Zendesk -light, agile support
What do you like best about the product?
Ease of use, and change management. Its incredibly easy to deploy (fresh start or migration) The agent interface is easy to navigate for agents, all of the sidebar options are direct and fast, they are not weighted down with long menu options. The ease of use comment comes from it being fully integrated platform across Chat, Analytics, Voice and (robust) analytics.
What do you dislike about the product?
In the past, it was hard to get Zendesk PM's to release information about upcoming features that may break features/code you have rolled out within your own team -via API / end points, but those days are long gone, they are much more transparent about upcoming releases honestly most of the past pain points have gone away.
What problems is the product solving and how is that benefiting you?
Customer satisfaction with a reasonably priced platform - we solved it all with Zendesk.
Higher satisfaction: better ticket tracking/flow, deep insights, CSAT surveys, meaningful SLA's
Lower pricing: savings out of the gate, as well as post-implementation support which can mostly be down in -house (no $400/hr post implementation support reps taking advantage of you)
Higher satisfaction: better ticket tracking/flow, deep insights, CSAT surveys, meaningful SLA's
Lower pricing: savings out of the gate, as well as post-implementation support which can mostly be down in -house (no $400/hr post implementation support reps taking advantage of you)
Recommendations to others considering the product:
Consider service channels, like Chat and Voice. If you plan to use them, and need rich Analytics (GoodData comes bundled free) Zendesk is a hands down winner. If you only need email, and have an incredibly low volume of tickets, the others in this space do an 'ok' job within a similar price range. With that said, the support from Zendesk PM's and the ZD community are incredible. Unlike others in this space ZD has a huge (super responsive) community that has already done what you're trying to do.
Chat tool and ticket service
What do you like best about the product?
The interface is easy to use! It allows us to service our customers quickly!
What do you dislike about the product?
There are many connection issues that we have that impact our business on a weekly basis.
What problems is the product solving and how is that benefiting you?
Providing sales and support to our customers. This allows us to quickly assist multiple people at a time!
Recommendations to others considering the product:
Better customer service and more reliable platform
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