Makes Responding to Tickets Simple and Fast
What do you like best about the product?
It truly makes it simple to respond to tickets. I know that seems like a given, but having used several different customer ticketing platforms, I can assure you it is nowhere near ubiquitous.
What do you dislike about the product?
The reporting tool is kind of clunky and difficult to use for someone like me who is a novice at finessing data and building reports.
What problems is the product solving and how is that benefiting you?
Today we use it in a pretty classic format, so the primary function it serves is as a queuing/ticketing platform for our Tier-1, Tier-2 and Compliance teams to work with customers. However, based on the convention and all of the AI tools we've seen today, we are now in the process of implementing AI agents and copilots, which will solve problems of speed and ticket volume management as well as give us better insights into recurring issues.
Intuitive, Customizable Breakout Sessions and a Welcoming Conference Experience
What do you like best about the product?
I really like the breakout sessions. Being able to choose all of your breakouts/classes is very intuitive, and it adds an extra layer of customization to the overall conference.
The food is also pretty good—the chicken on May 19th was extremely delicious. Everyone has been nice and helpful as well, which makes the experience even better.
What do you dislike about the product?
I do not have really anything negative to say, or anything I don't dislike.
Sometimes it can feel like there is a lot, and it can be easy to get lost, but not always..
What problems is the product solving and how is that benefiting you?
We get a lot of repeat tickets, so using the knowledge center has been a big help. Creating documentation has improved learning, and it’s made the overall experience and satisfaction better for everyone.
Sleek and Efficient
What do you like best about the product?
The most helpful feature about Zendesk for me as an agent is the ability to contact a consumer either through email, text, or phone. Also, when someone is live chatting you can see their other contacts, the page they're on, as well as any order information.
What do you dislike about the product?
On my wishlist is the ability to text someone even if that wasn't their first form of contact.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the issue of consumers having multiple profiles with the same complaint, even when they are using a different email. It's also helping connect us with our call center since they are also using it. They can now see tickets and what actions have or haven't been done instead of asking us and waiting for an answer. This frees the core team up to stay focused and working.
Ticketing and live chat have streamlined customer support and improved response quality
What is our primary use case?
My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also using Zendesk for live chat purposes.
As a specific example, suppose a customer is facing a connection issue while connecting to a VPN. They come to us, share their account username and the issue with us, and we provide the resolution by asking questions over Zendesk and helping them resolve the issue.
Sometimes we receive live chat over Zendesk, and customers ask about the features of the VPN. Since I was supporting a VPN application, they were asking about the use case of a VPN, such as why they need to use it and what kind of protocol we have. I replied over live chat, explaining that customers mainly use this to protect themselves, use the protocol, and connect to different countries to access some blocked content. This is the main use case for Zendesk that I use.
What is most valuable?
The best features Zendesk offers include the ability to reply over email with canned responses, which saves our time. By using canned responses, we can also receive feedback over Zendesk, and with the help of that, we can see our monthly review, monthly feedback, and rating. This is a very good feature that helps us improve our skills and behavior with customers.
Zendesk has positively impacted my organization because the interface is quite good, easy to use, and has a user-friendly UI. We receive tickets there, split the tickets between the team, and they can provide resolutions in the same time. If the customer replies, we definitely get notifications, and we provide the resolution on the same day.
What needs improvement?
The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If a customer is facing issues that need some testing in the backend, it takes time. However, if there are issues that do not need testing, we resolve them quickly with the help of canned responses and FAQs.
When I was using Zendesk in 2017, there was no option for live chat. Later, they added the live chat option in Zendesk, which was helpful. We were working on the same application for ticketing and live chat. For now, I do not think any improvement is needed. If they add some features, that would be really appreciable and good for us.
Currently, I have no idea if there is a meeting feature in Zendesk. If they can add an option for a Zoom call to connect to someone, that would be really helpful for a support profile.
For how long have I used the solution?
I have used Zendesk for approximately two point five years.
What do I think about the stability of the solution?
Zendesk is stable in my experience.
I did not face any slowdown issue in Zendesk; it smoothly handles a lot of tickets. At times, we received spam tickets, and despite the high flow in the ticketing tool, the application worked smoothly.
I do not remember facing any issues with Zendesk, and I have not interacted with their support team.
Which solution did I use previously and why did I switch?
I have used CRM tools and Jira as well before choosing Zendesk.
What was our ROI?
I do not have any specific examples for ROI because I was not paying for this application. I was only using it to help customers through that application.
What's my experience with pricing, setup cost, and licensing?
I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled those kinds of things. We were only using the application, so I have no idea about how much it costs and what the pricing and setup costs are.
Which other solutions did I evaluate?
Before choosing Zendesk, I evaluated other options such as Jira and CRM. However, I found that Jira was not open for customer and profile use; it is only for internal purposes. We can communicate with the domain team using Jira, but we cannot communicate with the customer through Jira. While CRM is a good tool, it lacks a live chat option. Compared to CRM and Jira, Zendesk is quite good.
What other advice do I have?
I would really advise someone to use Zendesk instead of other tools since they have so many options, and their canned responses are really good. We can save and create responses in Zendesk, and the interface is exceptional. I gave this review a rating of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Transcripts and an Easy Usage Guide—A Great Experience
What do you like best about the product?
transcripts and easy guide for usage. tracking tickets is easy and the ability to utilize everything under a single ticket is great. creating tags, intents, and creating content was easy. add users and agents is easy. I can easily reach out to our Zendesk Rep for questions when not capable getting all I need from the help desk.
What do you dislike about the product?
creating forms is difficult and should be easier to do. would like to have more functions and capabilities within forms. integrating to other platforms is hard to come by without looking into others resources. it takes too long to get full support for complicated issues.
What problems is the product solving and how is that benefiting you?
getting transcripts in tickets is helpful.
Powerful, Intuitive Tool with Amazing Analytics
What do you like best about the product?
Very powerful yet intuitive. Amazing analytics too.
What do you dislike about the product?
just that I don't know how to use all of the features, some of which I know we will benefit from.
What problems is the product solving and how is that benefiting you?
unified solutions and customer experiences. Always improving so we're always improving.
All-in-One Tool That Gets the Job Done
What do you like best about the product?
Can operate mostly with one tool with minimal connections
What do you dislike about the product?
Analytics are not user friendly and hard to figure out
What problems is the product solving and how is that benefiting you?
We solve returns, user access
Effortless Setup, Exceptional Customer Interaction
What do you like best about the product?
I use Zendesk for Customer Service for both external customer interactions and internal support. I really like the ability to track requests and respond timely. The ease of use is a huge advantage, allowing anyone to manage it even if they do not have an IT background. I also really like using macros and copilot to shorten our response times and provide consistency. Setting up Enterprise accounts is super easy as a partner, usually within 30-45 days.
What do you dislike about the product?
reporting on AI channels is lacking currently. The details around ticket metrics as it compares against other channels and the ability to watch trends of customers who use AI and whether or not they engaged in other channels as well.
What problems is the product solving and how is that benefiting you?
I use Zendesk for tracking requests and responding timely.
Effortless CRM Management, Highly Recommended
What do you like best about the product?
I like that Zendesk for Customer Service is easy to use. It's also easy to set up, which is a big plus.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service provides a central CRM to manage, analyze, and respond to customer inquiries effectively.
Easy to Implement, Fast Improvements, Real Value
What do you like best about the product?
It’s easy to implement, and you send improvements in a short amount of time.
What do you dislike about the product?
The implementations are transparent to our customers, and the benefits we’ve seen are genuinely valuable.
What problems is the product solving and how is that benefiting you?
Automation helps us increase efficiency by minimizing the time needed to resolve requests.
