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Great Ticketing System with great features
What do you like best about the product?
I like how many integrations that ZenDesk Supports. I also like the level of customization and automations.
What do you dislike about the product?
The UI is a bit unintuitive and sometimes finding features and settings can be confusing
What problems is the product solving and how is that benefiting you?
ZenDesk has greatly improved workflow with integrations and automations
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Very adaptable and intuitive, but not always stable
What do you like best about the product?
It integrates very well with our internal tools and systems. The baked-in automation is a great framework to help with processes and SLA.
What do you dislike about the product?
The mechanism to assign users based upon incoming email domain is not very configurable or intuitive.
What problems is the product solving and how is that benefiting you?
A ticketing system that works well for internal and external users in an effective manner. We've also leveraged it for our customer-facing knowledge base articles.
Recommendations to others considering the product:
Review the integrations and determine if you're willing to build connectors for systems that aren't already baked in.
My Experience with Zendesk
What do you like best about the product?
I have been using Zendesk since April of 2016 and have found it quite helpful. Though it does have some outages (as any software), it is overall a great tool and allows me to effectively manage my workload while also maintaining a sleek look.
What do you dislike about the product?
I dislike how you are unable to move around multiple tabs when working in the software. There is also some small glitches with the search bar where it is unclickable.
What problems is the product solving and how is that benefiting you?
I am able to effectively manage my workload and keep my customers happy. I am also able to sort by the importance of the Customer and their issue.
Recommendations to others considering the product:
Give it a try. The team is super easy to work with and the software really is pretty good overall.
Zendesk ftw
What do you like best about the product?
We love the ease of use. Simple UI and search functionality.
What do you dislike about the product?
The mobile app that was just rolled out could use massive improvements.
What problems is the product solving and how is that benefiting you?
This is our end user facing ticketing system.
Usable, but poor search, reporting and community features
What do you like best about the product?
* It just works.
* Submitting a ticket via email is fairly straightforward
* Semi-modern web UI
* Good performance
* Submitting a ticket via email is fairly straightforward
* Semi-modern web UI
* Good performance
What do you dislike about the product?
* While UX is not terrible, it's also not great. The navigation in the app could be much more efficient
* Search really sucks. Searching for tickets (as an agent) is hard
* Community features are really weak. A user can't do tasks as simple as "Find all posts by me". You have to dig through your emails to find the notification messages from Zendesk if you want to look up a topic you previously participated in
* Very poor reporting capabilities. A customer support portal is a gold mine of insights. You should be able to easily do things like track the number of zupport tickets tagged with a tag or tickets containing a certain keyword in the title, but there isn't a straightforward path to do that. Even if you find a way to get something _close_ to what you need, you move on to the next problem: how do I build a dashboard from it and share with my coworkers? Or how do I set up an automatic email report? This is impossible with zendesk, especially if you only have a limited number of people with full Agent licenses. Zendesk does have a standalone product, Zendesk Explore, that you can purchase for an additional fee, but that's ridiculous. I really don't appreciate how Zendesk bullies you into paying them more money for things that should be included into the standard package.
* Search really sucks. Searching for tickets (as an agent) is hard
* Community features are really weak. A user can't do tasks as simple as "Find all posts by me". You have to dig through your emails to find the notification messages from Zendesk if you want to look up a topic you previously participated in
* Very poor reporting capabilities. A customer support portal is a gold mine of insights. You should be able to easily do things like track the number of zupport tickets tagged with a tag or tickets containing a certain keyword in the title, but there isn't a straightforward path to do that. Even if you find a way to get something _close_ to what you need, you move on to the next problem: how do I build a dashboard from it and share with my coworkers? Or how do I set up an automatic email report? This is impossible with zendesk, especially if you only have a limited number of people with full Agent licenses. Zendesk does have a standalone product, Zendesk Explore, that you can purchase for an additional fee, but that's ridiculous. I really don't appreciate how Zendesk bullies you into paying them more money for things that should be included into the standard package.
What problems is the product solving and how is that benefiting you?
We have a large web app and we use Zendesk to track customer support tickets and inquiries, as well as build a customer help portal and a community forum. Zendesk works, but leaves a lot to be desired. The limitations of the base product make it very hard to adopt Zendesk company-wide, outside of the Customer Support team.
Recommendations to others considering the product:
Think hard about what you're really trying to build and what functionality what you might need in near future, and what teams in your company would be using the product. Zendesk may be fine for the support team, but it makes it really hard to share reports with other departments, and the reporting capabilities themselves are fairly limited. If I made the decision, I would go with JIRA Service Desk in a heart beat.
I support users every single day. Zendesk is a solid tool.
What do you like best about the product?
I love the robustness of ZD and it's ability to easily respond and track user responses.
What do you dislike about the product?
They've had some downtime lately. Unfortunately, this is becoming the norm to expect out of ZD. I'll looking forward to them getting their act together in dev-ops.
What problems is the product solving and how is that benefiting you?
social media responses.
Bug tracking.
HUGE improvement in response time.
Bug tracking.
HUGE improvement in response time.
Recommendations to others considering the product:
Zendesk is pretty much THE best support helpdesk out there. It's definitely the Standard and for good reason! Dive in, you won't be disappointed.
Review of Zendesk
What do you like best about the product?
I like the ability to quickly communicate between multiple departments, use both internal and external comments, and pull reports on tickets.
What do you dislike about the product?
I don't necessarily dislike anything about zendesk.
What problems is the product solving and how is that benefiting you?
The business problem that we are solving with Zendesk is the ability to track, report, and communicate between multiple departments as well as with the client.
Recommendations to others considering the product:
It has great user-ability for both internal and external use.
Zendesk is ok, but very basic looking
What do you like best about the product?
I think that Zendesk is easy to use without having to tie in a lot of other software. The interface is a little busy and difficult to navigate but all the tools are available.
What do you dislike about the product?
I wish that the interface was more user friendly and simpler.
What problems is the product solving and how is that benefiting you?
This software is allowing for better communication between the various teams in our organization.
Zendesk in Customer Serivce
What do you like best about the product?
Easy to use and assign tickets to other team members
What do you dislike about the product?
The admin and reports tabs can get confusing
What problems is the product solving and how is that benefiting you?
We are solving customer issues such as returns and warranty claims. Benefits are how organized Zendesk is
Good functionality for the price
What do you like best about the product?
Cross-functionality with other products. It can interact with many other systems.
What do you dislike about the product?
format and depth of integration. I like the format for tracking issues in some other systems that are part of a whole CRM system, and I dislike that I can't integrate with my CRM as much as I would like. So the interoperability is broad, but not as deep as I would like.
What problems is the product solving and how is that benefiting you?
Ticket management for problems. Knowledge base for customers.
Recommendations to others considering the product:
It's a fair product for the price. They've got tiers of service, and we found it works for what we want to do, for the most part. Certainly way less expensive than some other options.
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