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Outstanding workflow
What do you like best about the product?
Where to start when coming from SalesForce? Everything is easily contained within the system and the Zapier integrations are highly useful.
What do you dislike about the product?
How zendesk emails interact with Outlook. We are constantly having tickets linked to unassociated tickets because the user started typing "support" in their address bar but it pulls a random address from a random old ticket.
What problems is the product solving and how is that benefiting you?
Technical support and account management
Recommendations to others considering the product:
Just do it and never look back.
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Not easy to use
What do you like best about the product?
It's ability to handle support cases and sending an alert email each time a case is opened or updated
What do you dislike about the product?
its inability to search for historical cases or drill down through past emails
What problems is the product solving and how is that benefiting you?
handling support cases
Great for a ticketing system
What do you like best about the product?
Zendesk is great for the customer-support relationship, as well as data collection.
What do you dislike about the product?
Community features leave much to be desired. A ticket to community post app would be awesome!
What problems is the product solving and how is that benefiting you?
We've been able to collect data on the types of issues that users are reaching out about.
I am thoroughly pleased with Zendesk
What do you like best about the product?
Easy layout and everything is very easy to find.
What do you dislike about the product?
Can lag when refreshing or updating, and sometimes it shows tasks already solved as needing to be solved.
What problems is the product solving and how is that benefiting you?
We have been solving the problem of mismatched dates, locations, and times on users' travel budgets compared to their actual itineraries.
Recommendations to others considering the product:
Would recommend using
Gets the Job Done
What do you like best about the product?
I like that it is easy to submit a ticket
What do you dislike about the product?
I dislike that it is very difficult to follow-up on a ticket. There is also no process for contesting -- I recently had a ticket closed before the issue was resolved and I had to submit an entirely new incident.
What problems is the product solving and how is that benefiting you?
Helps to communicate with remote tech support
Recommendations to others considering the product:
Allow easier communication
Quick and easy
What do you like best about the product?
I like that this software is always available, and it does not break down often.
What do you dislike about the product?
Not exactly sure how to use or manage it. I've used it very little
What problems is the product solving and how is that benefiting you?
I personally have not solved any, but I am sure my agency has.
Great app!
What do you like best about the product?
Zendesk makes it easier to copy in other third app developer, and it also supports Markdown!
What do you dislike about the product?
Sometimes it just takes time for emails to go through, especially if it has pictures in it.
What problems is the product solving and how is that benefiting you?
Email solutions and replies to our customers. We gather more smileys because of easy sending of follow up emails!
Zendesk is used every day to support customers
What do you like best about the product?
I really enjoy the layout of Zendesk. For the most part it is easily comprehended
What do you dislike about the product?
Currently some of the Zendesk reporting is down which prohibits us from clearly seeing the number of tickets we solve a week
What problems is the product solving and how is that benefiting you?
We do all of our email and SMS customer support through zendesk
Recommendations to others considering the product:
It definitely helps to bring all emails into one place. Notifications are easily there and reporting for individuals and teams are all in one place
Best Customer Support Tool By A Mile
What do you like best about the product?
Ease of use. Everything is fairly simple. There are advanced features you can get to know, to maximize impact, but if you just need to communicate with customers and answer tickets, it couldn't be easier.
What do you dislike about the product?
The interface is -- at times -- a bit clunky. I also would explore ways to white-label the service, and how messages appear/where they're coming from, as the email chains can get a bit garbled bouncing from the ZD interface to an email client.
What problems is the product solving and how is that benefiting you?
Customer Support inquiries can funnel in through an email client, sure. But when you need to keep track of actual "tickets" -- inquiries with a particular issue at hand -- and need the ability to escalate, assign and organize, this is simply the best tool alive for that.
Recommendations to others considering the product:
Really attempt to stretch your knowledge base and use features you may not need yet; there can be a bit of a learning curve on some features, but you very well may need them later.
Prompt response time to customer
What do you like best about the product?
I loved that the generic email would be sent to the customer if we were busy or out of the office allowing them to know we were working on their problem.
What do you dislike about the product?
The email system would lag at some points when we were coming back from a long weekend and over loaded with many inquiries.
What problems is the product solving and how is that benefiting you?
It allowed a customer to contact us personally when they didn't have time to sit on chat and resolve their issue right then.
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