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Saved my Company Tons of Time!
What do you like best about the product?
ZenDesk allowed us to bring all of our contact methods all into one place, which is a HUGE timesaver for us, and has made us much nroe accurate. We've gone from having hundreds of tickets open at any given time to about 20 per day.
What do you dislike about the product?
Setup can be a little challenging. All of the custmization options can mean that there are too many options, and it can sometimes be difficult to decide the best way to accomplis goals.
What problems is the product solving and how is that benefiting you?
We are able to connect with our customers and solve their questions faster than ever before, witch is great news for everyone. Having chat on our websites has dramatically cut down on our email volume.
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Out of the box just fine
What do you like best about the product?
It just works. You don't need an entire dev just to make sure it does what it should.
What do you dislike about the product?
Sometimes the help center can be confusing to find answers.
What problems is the product solving and how is that benefiting you?
It is a very simple and easy to use Help Desk and the knoiwledge center is easily customizable.
Perfect for Customer Success Team
What do you like best about the product?
The ability to quickly respond and update customes regarding the status on their ticket. Super fast and easy to do.
What do you dislike about the product?
Nothing sticks out, but we don't use the Talk Feature as it was a little confusing.
What problems is the product solving and how is that benefiting you?
It is solving the ability for us to not have to host our own Knowledage base. As a small start up, it made sense for us to use a third part to host support docuemntation.
Our 29 people Support runs flawlessly using Zendesk
What do you like best about the product?
We use Zendesk not only for ticketing but also for our HelpCenter and LiveChat assistance. So far we are very happy with it, it enable us to offer a great support service.
What do you dislike about the product?
The only improvement I would suggest here (I believe it's been requested by some colleagues already) is to have an easier way to insert links. Instead of the usual "CMD+K" we would like to select the text and paste directly "on top" the link we want to insert. This is how other tools like Slack or Lattice work.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to have centralized all the data of the requests of our customers. All this is synced with Salesforce, Census even our own tool (Mixpanel) for extra analytics.
Its a very practical work tool if used correctly
What do you like best about the product?
The ease of use, stability and features make it a tool ideal to deal with a ticketing system. Creating groups, queues, automation, and alerts is very easy and it integrates seamlessly with Slack for alerts
What do you dislike about the product?
The support could be better. It's always too robotic or automated and there seems there is never a sense of urgency. the latest change in layout wasn't good as well.
The reporting pieace and dashboard creation is not intuitive.
The reporting pieace and dashboard creation is not intuitive.
What problems is the product solving and how is that benefiting you?
Currently, i don't have ney open problems with Zendesk support but when I did I found it frustrating to get an actual response that adds value. There seems to be just a standardized approach that does not transpire a sense of urgency
It’s a fast service with less finding
What do you like best about the product?
In it you can search and do things easily asnd very convenient to use, not really messed up all this appropriate. Solutions can be done easily without any hassle as well
What do you dislike about the product?
Sometimes it really buffers which can be improved rest all is good it perfectly fine !!
What problems is the product solving and how is that benefiting you?
It's solves customers queries In one place without any issues
A lot of useless features, very poor support for high-quality text-based interaction
What do you like best about the product?
On paper, it offers a lot of integrations. On paper, it checks all the boxes of what someone would want to deliver to a customer.
What do you dislike about the product?
None of the integrations do what you want. In every case, you have to implement your own from scratch. The customer-facing helpdesk interface is laughably poor in terms of text formatting and customer engagement. The knowledge base is just awful in terms of categorizing and formatting content. Zendesk is just not suitable for real-world technical support of complicated software products.
What problems is the product solving and how is that benefiting you?
Zendesk is causing more problems than it solves. We have chosen to move away from Zendesk because maintaining and customizing it is not feasible.
Zendesk helps us efficiently manage our customers' support requests.
What do you like best about the product?
Zendesk helps our team manage inbound customer requests. These requests can be simple questions about the product (usability, technical questions), errors/issues, billing, etc. The tickets are easy to manage in the Zendesk interface, which helps ensure that all customers receive a response in a timely manner. We are able to triage the ticket according to the request and get it to the correct person or team to review and respond.
What do you dislike about the product?
Many suspected spam tickets are suspended, which is great; however, I would like to have more control over what gets suspended vs not. There are tickets that are suspended that I would prefer to not be held and others that I would always want to be deleted instead of being suspended or created as a new ticket. Having the ability to set rules and filters based on the subject or content of an email would be great.
What problems is the product solving and how is that benefiting you?
Zendesk allows our customers to self-help due to the knowledge base, but also allows them to submit a ticket if additional assistance or support is needed. Once a ticket has been submitted, it's easy to manage and respond. This helps us gain efficiency while improving the overall customer experience.
Great Tool for customer service
What do you like best about the product?
I love the use of macros for my team. We have typed up responses that we can use for our most frequent situations. My team can quickly select the macro and I know we are all on the same page for important information needing to be passed to the customer.
What do you dislike about the product?
I don't really have anything I dislike about Zendesk. What I would love though is some short of keyboard shortcut that would allow us to access our list of macros quickly.
What problems is the product solving and how is that benefiting you?
All of our customers reach out through Zendeks for help with their orders, questions about products, help with installation, questions about new products and just general knowledge. Zendesk gives us the tools to quickly assist and follow up if needed.
A robust system with lot of options to customize
What do you like best about the product?
Zendesk Support Suite has a ton of features and integrations that ultimately help my support team function more effectively and efficiently.
What do you dislike about the product?
There's a bit of a learning curve for setting up Zendesk correctly especially if you don't already have a clearly defined process and established workflows.
What problems is the product solving and how is that benefiting you?
Zendesk is allowing us to provide a complete customer centric help center package which includes a lot of useful functions and reporting.
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