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Very easy to navigate
What do you like best about the product?
The simplistic layout and the ability to easily search keywords when I need to reference an older ticket
What do you dislike about the product?
Nothing that I can think of off the top of my head.
What problems is the product solving and how is that benefiting you?
I'm in the tech industry offering a service as a software. So I'm mostly answering technical questions about our online platform.
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CRM that continues to innovate
What do you like best about the product?
I like that it is easily customizable with different companies' needs and support standards. I've used Zendesk across 3 different companies, and each has reporting and analytics set up differently (not incorrectly). It is very communicative with the customer as well, letting them know there is a ticket submitted for confirmation and that there will be an answer, as well as confirmation when the ticket is resolved.
What do you dislike about the product?
I actually dislike that the level of communication is not able to be modified. Many users request that the "solved" ticket not be sent, as do the internal teams, but somehow I have never seen an end to it.It's also not very straightforward on the reporting/data aspect.. Zendesk has its own language for analytics, and without their "key" or cipher, its almost impossible to do yourself. One of the companies I utilized Zendesk with was Enterprise and they were almost as unwilling to help/set things up as the basic user profile. That to me doesn't seem great.
What problems is the product solving and how is that benefiting you?
It provides insight into the support team and constant support to our customers. While I don't utilize the live chat at my current company, we used it in the past, and it was extremely useful. The FAQ/support center is also extremely beneficial (however, also frustrating).
Recommendations to others considering the product:
Be prepared to learn the tool inside and out to set it up...
It's a good product small product line
What do you like best about the product?
Its easy to get started with it. There are good things you can do put of the box you can go really basic and build up slowly.
What do you dislike about the product?
It's very limited. Deep reporting isn't there. Lots of things are add on apps. Some are free, the better ones are pay and by third parties.
What problems is the product solving and how is that benefiting you?
Easy customer support for the customer and the agent.
Recommendations to others considering the product:
Its a great product for any starting company. The software can grow with you the fewer products in your catalog the better.
Everything, all in one place
What do you like best about the product?
It's easy to use and has tons of features. I like the help center section. As the younger generation joins the workforce, they will be able to use the help center and the role of IT will begin to change
What do you dislike about the product?
Getting it all setup can be a little challenging. But if you pay attention to the directions and really follow them, you'll be just fine.
What problems is the product solving and how is that benefiting you?
As our company grows, we need one central location to keep track of everything. Zendesk is a great tool for that.
Ability to resolve customer's issues quickly
What do you like best about the product?
I like the ability of creating views for my accounts to see when people are writing in a bunch of tickets. I also like the ability to be copied on a ticket that needs escalation. It's integration to gmail is slick because it allows me to click on the ticket and will redirect me to the ticket inside of Zendesk. The ability to see different views as to my liking is really nice.
What do you dislike about the product?
I don't like that sometimes it copies me on tickets where other times it doesn't. The threads can get confusing of where the message stopped and started.
What problems is the product solving and how is that benefiting you?
Responding quickly to customer's issues in a timely manner and being able to report off of the the time it takes to actually respond to customers.
Zendesk nailed our requests!
What do you like best about the product?
I like the fact that Zendesk is very professional. It was pretty easy to set up. We were able to handle requests from our customers in no time.
What do you dislike about the product?
The UI. I feel like it can be improve and made much more simple.
What problems is the product solving and how is that benefiting you?
We create software and we need to have technical/sales questions resolved.
Oh zendesk
What do you like best about the product?
One stop shopping for all your support needs.
What do you dislike about the product?
There's no rhyme or reason to how it distributes tickets. It needs to send them equally
What problems is the product solving and how is that benefiting you?
N/A
ZenDesk takes the worry of keeping customer contact history away!
What do you like best about the product?
Easy to use interface. Robust reporting tools.
What do you dislike about the product?
Wish it had its own data warehouse instead of needing to work with good data.
What problems is the product solving and how is that benefiting you?
Keeping a history of service calls and issues and steps to resolution.
A wonderful software that streamlines the CS experience
What do you like best about the product?
The simplicity and learnability of the software. Within an hour or so I had picked up the ins and outs of how ZenDesk works. Previous CRM software, such as Salesforce Desk, was cumbersome and clanky in the learning process, and was not intuitive. ZenDesk is an incredibly intuitive software, and I would definitely recommend it to any CS team that is looking to scale their support.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
What do you dislike about the product?
Not a lot of support for users, especially when the software is experiencing issues. At most there is a tweet sent out from ZenDesk's Support Twitter account, and we do get notifications on when service is back up, but it would be helpful to get more detail about what issues our team is facing when ZenDesk goes down.
What problems is the product solving and how is that benefiting you?
Our primary business problem is attempting to solve customer issues that can vary across a number of different concerns. ZenDesk makes it easy to consolidate multiple customer tickets into one, so we can better address each concern point by point.
Recommendations to others considering the product:
ZenDesk is easy to learn, easy to use, and has helped out tremendously with our team's CS needs!
Zendesk
What do you like best about the product?
Ability to search support history to research common problems or issues that we face.
What do you dislike about the product?
You need to know how to use the search feature to find what you are looking for.
What problems is the product solving and how is that benefiting you?
One common place for work tickets.
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