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Zendesk. Ever changing.
What do you like best about the product?
Zendesk is relatively easy to use. Tickets are able to be sorted, and your reopens go to you instead of back into a pool to be responded by an entirely different person. Chat and phone support are easily accessible.
What do you dislike about the product?
Zendesk feels the need to constantly change things, even minor things like font. If it aint broke, don't fix it.
What problems is the product solving and how is that benefiting you?
I solve technical problems for our clients as well as our freelancers, while also providing general information on our company to those who need it.
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Zendesk simplifies my job
What do you like best about the product?
I do a lot of user support for my job using Zendesk. My favorite thing is that we have multiple methods of getting contacted by our users all going to one place. Moreover, I can reply from that one place and each user gets their response in the expected way. People text me a question, Zendesk texts them back. People send an email to support, Zendesk emails them back. It saves me from having to check for messages in a million places and then trying to remember where each one was when I want to find it later.
I also like being able to manage tickets from multiple devices.
I also like being able to manage tickets from multiple devices.
What do you dislike about the product?
I don't really like any of the existing features. I wish there was a way to star certain tickets so I could find them later if I needed to without having to search. Everything eventually ends up in one big group, which can be frustrating.
I feel like it is a lot easier to use Zendesk on my computer than the tablet or Android options. It is nice to have those when I can't get to my computer, but it always frustrates me just a little when I use the mobile version.
I feel like it is a lot easier to use Zendesk on my computer than the tablet or Android options. It is nice to have those when I can't get to my computer, but it always frustrates me just a little when I use the mobile version.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage customer and user support coming in through multiple platforms. Being able to do this easily makes my responses faster, decreases my overall stress, and prevents me from missing someone's issue.
Zendesk Review
What do you like best about the product?
Zendesk makes it easy to manage requests from customers and agents. By adding tags and categorizations, our team can divide and conquer based on ticket content. It's a relatively flexible system that adapts well for different needs.
What do you dislike about the product?
My main issue is with the servers, which seem to have fairly frequent issues. I also don't like that you can't unmerge two tickets that have accidentally been merged together. That seems like such as basic feature, yet ZD doesn't allow it.
What problems is the product solving and how is that benefiting you?
We are interacting with our internal and external customer bases, making it easy for them to get the answers they need in a relatively short time. The ability to thread and categorize makes it a much more efficient system than email.
Recommendations to others considering the product:
Be aware of the system limitations, but generally speaking it's a very good Help Center and chat system.
Zendesk Review
What do you like best about the product?
Ease of communicating with team members AND customers on one platform. Nice to easily track tickets and users.
What do you dislike about the product?
I really don't like the fact that I can't create customized hyperlinks in the tickets. I would like it to work more like Gmail where I can highlight a word or phrase and create the hyperlink.
What problems is the product solving and how is that benefiting you?
Day to day operations, making sure customers needs are being met, identifying any bugs or issues within our system from the feedback we receive.
Invaluable Tool
What do you like best about the product?
Love that I can login and use it anywhere and the interface is easy to use and pleasant to look at. Love the search features and the use of mark down code.
What do you dislike about the product?
Does not have a great solution for clients using the product for international customers working across multiple time zones.
What problems is the product solving and how is that benefiting you?
We use this to support our customers with technical issues and love the integration with MS CRM which allows us to pull customer information quickly.
Recommendations to others considering the product:
Great tool for both small and large scale support systems.
Zendesk review
What do you like best about the product?
I love that it tracks my cases accurately and at each stage of completion. It also provides a box for me to comment and also allows me to communicate with internal staff as well as respond to the submitter.
What do you dislike about the product?
Setting up a new request type and assigning it to a user is not an intuitive process.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a central repository to keep track of issues whether there technical or non-technical.
Easy to use HelpDesk communication tool.
What do you like best about the product?
Setting up ZenDesk for my company's environment was extremely simple. With little efforts, we had a number of agents helping our end users with a variety of needs. Customizing our ZenDesk allowed us to expand from just an IT/Computer HelpDesk to an overall "one stop shop" for a variety of different requests.
What do you dislike about the product?
It can be a little confusing for end users to know where to look for their already existing tickets. We encourage users to check the status of tickets through the web interface, which now defaults to the Knowledge Base. We have had to retrain our end users on how to find the tickets.
What problems is the product solving and how is that benefiting you?
Our end users are able to report problems with their IT/Computer issues. Agents are able to respond back with questions or guidance on how to fix things without have to spend a lot of time in back and forth phone tagging or dispatching technicians to the sites. In addition, when an office is in need of certain supplies (marketing, facility, etc.) they can use the HelpDesk to make those requests and the appropriate agent will take care of the need.
Recommendations to others considering the product:
At a networking event recently, I overheard someone saying their HelpDesk system did not have much flexibility. I instantly gave them information on ZenDesk.
Great for support ticket system
What do you like best about the product?
It's easy to see where each ticket is at based on the need of the customer. Questions that require more research can stay in pending mode with internal, as well as, external notes.
What do you dislike about the product?
The interface looks a little outdated but other than that nothing.
What problems is the product solving and how is that benefiting you?
It has made tracking support tickets so much easier. It also is helping with support emails going to individual people.
Recommendations to others considering the product:
If you need a software where all support related items can go to one place and any user can solve this is the software for you!
A robust platform
What do you like best about the product?
The possibility of connecting messaging platforms into one account, also the emails sent constantly that make it easier to follow-up the customer service performance.
What do you dislike about the product?
There is nothing to complain about. The more you use it the more you learn from it.
What problems is the product solving and how is that benefiting you?
Checking all our ecommerce channels messages was not the best way to optimize processes; with Zendesk it became easier and faster to reply and follow-up tickets.
Recommendations to others considering the product:
Perfect tool to begin to worry less on messaging and more in what really matters.
Good service tool
What do you like best about the product?
I love the ability to pre build macros for easy responses.
What do you dislike about the product?
The integration of the phone. Not being able to log into your phone from the phone app. for an on call support rep it's annoying to have to have a computer near by when you have the app for the phone or iPad that you should be allowed to work from.
What problems is the product solving and how is that benefiting you?
This is our support tool. We use this to track all of our customer questions and issues. It's great to have visibility to my whole team so nothing is ever missed.
Recommendations to others considering the product:
It's quick and easy tool. Easy to learn and has a lot of functionality. Compared to other CRMs it's not as flashy but does a great job where others lack.
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