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Zendesk gives us the ability to provide professionally scripted email support to a global audience.
What do you like best about the product?
Zendesk was simple to set up and what we did first was create a series of macros to respond to questions and issues we know our news media audience are most likely to have. This was especially valuable as a time saver -- and for the segment of our international staff for whom English is a second language. The macros could be organized for easy retrieval -- and modified as needed to make a response more appropriate to a particular inquiry or customer.
What do you dislike about the product?
Zendesk does not store a lot of customer information and it's not the easiest thing to tease data out of it -- plus it places a limit on how far back reports can be pulled. However, it's a low-cost solution in our view and we feel we get good value for the investment we've made.
What problems is the product solving and how is that benefiting you?
Our biggest problem was time/distance combined with not having a single channel for customer email requests, complaints and comments. Before Zendesk emails were received at random by virtually everyone on our staff and answered in an ad hoc fashion at best.
Zendesk gives us the ability to autoforward emails sent to three different customer service emails (one for USA, one for Europe and one for Pacific customers) into one repository -- and the ability for anyone to respond. Now that we have a single channel, we have greatly improved the speed and professionalism with which we respond to customers.
Zendesk gives us the ability to autoforward emails sent to three different customer service emails (one for USA, one for Europe and one for Pacific customers) into one repository -- and the ability for anyone to respond. Now that we have a single channel, we have greatly improved the speed and professionalism with which we respond to customers.
Recommendations to others considering the product:
Zendesk was a good value -- and we only used the email support because supporting phone and chat was not practical given the geography and language considerations. For us it represented a very important first step in getting our arms around our customers' needs and become a reliable resource for them.
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Great way to keep in touch with Clients
What do you like best about the product?
I love the efficient way everything is organized with the clients history of contact and the ability to have internal messages as well.
What do you dislike about the product?
I don't like that sometimes the macros and apps can become convoluted if there is a lot to sort through.
What problems is the product solving and how is that benefiting you?
This software solves a huge issue with contact with clients being kept organized and easily accessible by customers as well as staff.
User friendly interface
What do you like best about the product?
I like that this software has a user friendly interface. It is simple and easy to use and allows me to help multiple clients at a time.
What do you dislike about the product?
Nothing--- Well it could use more of a modern look with various color schemes
What problems is the product solving and how is that benefiting you?
Answering tech support chat tickets for a well known game.
Benefits: It simplifies the chat ticket process.
Benefits: It simplifies the chat ticket process.
Recommendations to others considering the product:
The price is affordable and about the average for products of this magnitude.
Supports markdown, which is awesome.
What do you like best about the product?
I like how Zendesk makes it easy to keep track of conversations with customers. I really like that it supports Markdown,
What do you dislike about the product?
It may just be how my team has set it up, but, despite how good it is at managing conversations, managing new messages from customers who have ongoing, active conversations already in our system is not as intuitive or easy to track.
What problems is the product solving and how is that benefiting you?
We have one customer support team that tracks several different product offerings for our business, and ZD helps us keep track of all of them seamlessly.
User-friendly and very open for customization of workflows.
What do you like best about the product?
There are a lot of built-in features for customizing your set up. You can set triggers, create macros, and organize everyone who interacts with the software by their role.
The software is easily adaptable to your workflow. You can decide how you would like your 'agents' structured- into tiers and groups- and what type of interaction each of these categories is allowed.
There are also many integrations available. For instance, we currently have Zendesk notify our team of any updates or incoming tickets in a Hipchat room. This way, they do not have to continually refresh the page to see if any tickets have come in.
The software is easily adaptable to your workflow. You can decide how you would like your 'agents' structured- into tiers and groups- and what type of interaction each of these categories is allowed.
There are also many integrations available. For instance, we currently have Zendesk notify our team of any updates or incoming tickets in a Hipchat room. This way, they do not have to continually refresh the page to see if any tickets have come in.
What do you dislike about the product?
The verbage (what is a 'new' versus 'open' versus 'pending' ticket, etc.) take a little time to get used to and the admin console lay-out is not intuitive.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to automate a lot of previous menial tasks using triggers. It is not necessary for someone to sort through hundreds of emails and forward them to who needs to see them, we can do that by recognizing key words and setting triggers to sort them for us.
In general, it's much more streamlined than providing help via email.
In general, it's much more streamlined than providing help via email.
Recommendations to others considering the product:
Know your workflow and then adapt it to Zendesk. If you are using ITIL or a more open, agile method, you can still do so, but you should have that set in stone before adapting it to Zendesk.
Great Product!
What do you like best about the product?
We love the integration possibilities. We have been able to integrate this with our ShoreTel phone service so phone calls are recorded and tickets are generated. We also love the customization allowed for tracking and classifying ticket.
What do you dislike about the product?
I do find it difficult to reply internally from my cell...that piece is easier to do from my laptop.
What problems is the product solving and how is that benefiting you?
We track all support activities. Having the ability to track the information, have access to it later, search tickets, create reports, and integrate with our other existing technology has been great.
Recommendations to others considering the product:
Take full advantage of the customization and integration possibilities.
ZenDesk from the Admin View
What do you like best about the product?
Very powerful and flexible. Many things can be accomplished if you are a outside the box thinker. We lean on this heavily for customer support, workflow and over organization. Also the fact that there is a 3rd party app store is what really makes this tool shine. Integrate with the other daily tools you work wth and everything seems a bit easier!
What do you dislike about the product?
They are becoming very corporate. It used to seem like they were much more in tune with their customers, used their feedback to make their products better. But not it seems like they really are paying less attention to their customers. They have frequent outages, however they are quick to diagnose and fix.
What problems is the product solving and how is that benefiting you?
Customer support in a timely fashion. We've realized there are many things that can be done through escalations, voicemail responses etc...We solve many of our business problems with ZeNDesk
Recommendations to others considering the product:
It is not the cheapest tool out there however, it is very powerful. The ability to integrate and even build private apps (which we have built 2 apps specifically for our use) has really made ZenDesk even more powerful. Time tracking down to the second and SSO from our user database makes the whole process seamless for our customers.
Great for Small Businesses
What do you like best about the product?
Seemless integration with email and zopim. Very easy to access and manage tickets.
What do you dislike about the product?
Email attachments are a huge problem, especially if you're not running Pro. Could be easily fixed if software could access the clients email server instead of forwarding everything to Zendesk's email servers.
What problems is the product solving and how is that benefiting you?
Orginizing customer interactions and consolidating communications into one platform
Recommendations to others considering the product:
Great if you need a low cost support ticket system. If your company relies heavily on sending files to customers, or multiple users you will need the Pro package. But other than that its a great package.
Zendesk CS: Good for Growth
What do you like best about the product?
The customization options through the backend are very kind to large companies/departments. The ability to tune the entire ecosystem has helped us serve our customers well.
What do you dislike about the product?
The interface can become jumbled, and you do need an expert running ops if you want a truly customized experience.
What problems is the product solving and how is that benefiting you?
With a large scale operation, it's always best to have a software base that can keep up with growth, which Zendesk can do.
Support Desk
What do you like best about the product?
Zendesk is very easy to use and track support logs.
What do you dislike about the product?
Views could be better. Allowing each support agent to customize the look of what they see could be cool.
What problems is the product solving and how is that benefiting you?
Have been able to quickly help customers.
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