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Love Zendesn
What do you like best about the product?
It allows multiple customer service agents to be helping customers without overlapping or missing responses.
What do you dislike about the product?
The email customers get can be confusing. Telling them to reply above the line.
What problems is the product solving and how is that benefiting you?
Making sure all customer inquiries are addressed in a timely manner and kept organized for future review.
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great tool for a small support team
What do you like best about the product?
Very cheap but has all features you will ever need. Triggers and automation rules allow to set up advanced notifications, so no tickets will be lost. But at the same time interface is very simple, modern and easy to use.
What do you dislike about the product?
Low quality on site widget, after they discard the older version, the new version is not supporting pre-filling question details. Maybe it was not a popular feature, but losing features after an update not felt right.
What problems is the product solving and how is that benefiting you?
Managing questions, bugs, feature requests and other issues with our customers.
Recommendations to others considering the product:
If you have a small team and don't need live chat integration - Zendesk is very good solution for a customer support team.
Zendesk is so intuitive to get up and running for any SMB like Cazoomi
What do you like best about the product?
Zendesk let us connect with businesses on the channels they prefer. And it’s all managed in one place—so our team can track conversations and pick up where they left off. The result is a better customer experience, right from the start for our small team of 15.
What do you dislike about the product?
The mobile app for Zendesk needs to be able to sort on search as our team work anywhere so not always with their laptop to use the desktop sort feature.
What problems is the product solving and how is that benefiting you?
We solve our subscribers need for Apps integration so Zendesk provides this out of the box with 100s of marketplace apps for business needs.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Our company also has realized a substantial drop in support cases after implementing Zendesk Help Center and their newest Connect features.
With the Help Center we can take case issues and quickly turn them into Knowledge Base articles daily to better assist our subscribers who bring to our team's attention something we had not thought of before as an issue.
Recommendations to others considering the product:
Do a POC with your support staff to see how quickly they adapt to the software as that is the key sign for widespread adoption of Zendesk and if it is right for your organization.
Great Experience Thus Far With Zendesk!
What do you like best about the product?
The support ticket system is great which allows team members to internally comment on specific tickets for better organization and communication.
What do you dislike about the product?
It had a bit of a learning curve but I wouldn't call it a dislike as the system is complex and just takes a bit getting used to.
What problems is the product solving and how is that benefiting you?
Most of our tickets came in via email in which we could not track which team member was handling what. Now we can see which tickets have been addressed and which still need to be.
Email based ticketing system, amazing efficiency.
What do you like best about the product?
The efficient nature of the email based system.
What do you dislike about the product?
There are not enough mass editing options.
What problems is the product solving and how is that benefiting you?
Being able to handle many customers at once. We are more efficient than we have ever been.
Recommendations to others considering the product:
Give it a shot it will improve your efficiency.
Unimpressed with such a "Reputable" Service
What do you like best about the product?
I am not sure if i can highlight any feature that I liked best, this was my first foray into exploring evaluating support systems and if you are not an experienced user I do not recommend Zendesk. The nice thing is it is quite cheap for the entry level but similar products like Freshdesk come in free at a similar feature set level
What do you dislike about the product?
The navigation of the admin console is not intuitive at all. The way the menus and terms have been assigned/setup makes it very irritating to find where you need to be to complete very basic steps such as autoresponders, blacklists, automation rules etc.
What problems is the product solving and how is that benefiting you?
Our business needed to be on top of customer support for our clients, they heavily depend on all services being available 24 hours a day and if they are not, they want quick resolution. Zendesk was trialed as a solution for our support process automation but fell far short of what we wanted.
Recommendations to others considering the product:
If you are not experienced in setting up a support portal opt for another service such as Freshdesk or one of the offering from Atlassian
Key to Organization
What do you like best about the product?
I love that Zendesk gives you the opportunity to keep organized through different statuses, merging capabilities and linking tickets.
What do you dislike about the product?
I don't dislike the program, but my least favorite part is the glitches with the connection to other programs.
What problems is the product solving and how is that benefiting you?
Organization
Zendesk User Review
What do you like best about the product?
I like the fact that all of our tickets are centralized and responses are uniform.
What do you dislike about the product?
The company seems to have a lot of downtime.
What problems is the product solving and how is that benefiting you?
Tracking and metrics...one unified support system.
Recommendations to others considering the product:
Ask for downtime reports. There seems to be a lot.
One of the best solutions for customer support!
What do you like best about the product?
The noting system. You can easily note each support ticket for easy communication between agents.
What do you dislike about the product?
The agents cannot add attachments to the individual ticket. This would be useful for instructing companies.
What problems is the product solving and how is that benefiting you?
I work in video games, and having a very large player base Zendesk is important for gathering all support queries in one place.
Recommendations to others considering the product:
We use this along side HelpShift.
Not sure what Zendesk actually does well...
What do you like best about the product?
No feature strongly stood out. It at least created a central hub for all internal users to view and respond to tickets, but all such products do this, so it is hard to say this is a benefit...especially considering that I think other vendors do even this much better.
What do you dislike about the product?
The reporting is unbelievably terrible; inability to ever edit a closed ticket is also terrible
What problems is the product solving and how is that benefiting you?
We used Zendesk for internal and external helpdesk/support. Benefits...very basic reporting was achieved, but Zendesk makes even basic reporting very difficult!
Recommendations to others considering the product:
If you want robust reporting and a flexible support/helpdesk solution, stay far away from Zendesk. After using Zendesk for nearly one year, I believe it is likely most suited to a call center environment, not a complex software technical support environment with multiple levels of support. We abandoned Zendesk after a year.
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