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Great even if you aren't in a customer service role
What do you like best about the product?
We use Zendesk to manage inbound accounting requests for AP and AR. This has been an extremely effective tool to manage the high volume of emails coming in, specifically for AP. There is a bulk edit function that allows you to assign out multiple tickets to one person, macros that can automate responses for common requests, and custom views if you want to see tickets assigned to your team members. This is my first time using Zendesk in an accounting department and I enjoy it so much I actually am working on moving all of our email requests into the ticketing system.
What do you dislike about the product?
The big downside with our current setup with Zendesk is that we have not been able to merge Zendesks between departments. For example, if customer service receives a ticket, instead of my being able to view it in their Zendesk, they "share" the ticket with my group's Zendesk email address. This means we have two completely unique ticket numbers for the same request. I also think our package level has poor reporting.
What problems is the product solving and how is that benefiting you?
It has really helped with email management and assigning tasks to employees. We no longer have endless email chains with everyone CCed. People email one email address and we can assign it out to the employee responsible.
Recommendations to others considering the product:
Great product even if you are not in a customer service or support role. I think any department that receives a high volume of requests would see improved workflow with Zendesk.
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Zendesk provides an extremely useful service.
What do you like best about the product?
Zendesk is one of the most vital services for a company to have, regardless of its stage, simply because customer service and feedback are a very important element in determining whether or not a company's product succeeds.
What do you dislike about the product?
Some of their technology, such as email communication, needs to be improved on the customer side. That is why we dropped it and switched to a chat service with our FAQ/Customer Service pages. We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked.
What problems is the product solving and how is that benefiting you?
We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked, which is why we dropped the service in an effort to make customer services cases get addressed more immediately, i.e. through a chat service.
Recommendations to others considering the product:
I would recommend trying out all of the features of Zendesk support to get a good opinion as to whether it would benefit your development/customer service team to use such a support service.
Straightforward and user intuitive
What do you like best about the product?
The ticket workflows are sensible so it's easy for a new agent to start using the tool. It also integrates with Facebook and Twitter great, which is an easy way to bring social into your customer management system.
What do you dislike about the product?
The tickets statuses are not intuitive (open/pending/solved) and you have to train agents to work with the statuses in the way you need them to. with that in mind, it'd probably be easier if the ticket statuses were customizable: like Awaiting Resolution or Escalated.
What problems is the product solving and how is that benefiting you?
We provide support for multiple companies which we manage all in one instance of Zendesk. The tool is how we provide this service and therefore is extremely valuable in our organization.
Recommendations to others considering the product:
Consider the Zendesk Marketplace to also manage other customer support channels (like Trustpilot or YouTube).
Great tool, hard to get reports the way you want them.
What do you like best about the product?
We use this tool as our ticketing system. It works great and is pretty easily customize-able. Its very easy to get started too.
What do you dislike about the product?
The reporting is VERY tough to figure out. Very hard to get what you want from it if you want to customize. But their generalized reports are easy to run.
What problems is the product solving and how is that benefiting you?
Keeps us on track and makes it easy to sort out what needs prioritized.
Easy to use the very first time.
What do you like best about the product?
I like the flow of the UI, it's intuitive and easy to navigate.
What do you dislike about the product?
The notification doesn't seem to work when I used it while back.
What problems is the product solving and how is that benefiting you?
It's a nice tool for reporting an issue on the cloud.
Zendesk Ease
What do you like best about the product?
The best thing about it is how easy it is to set groups and different ways to have tickets sent to different groups.
What do you dislike about the product?
One dislike would have to be when someone replies to a solved ticket with "thank you" it automatically opens up the ticket again.
What problems is the product solving and how is that benefiting you?
Zendesk has cut the time it takes to resolve tickets in half. Having zendesk allows us to keep track of tickets and nothing falls through the cracks.
Zendesk - user
What do you like best about the product?
Zendesk was efficient for the customer care role I worked in. It was straight forward and allowed us to categorize which emails were a priority over others.
What do you dislike about the product?
Our Customer Care Team had about 25 people monitoring the desktop emails. We did run into issue with the software not updating properly, so we would end up responding twice to the same email.
What problems is the product solving and how is that benefiting you?
We were a cosmetic company that would solve order issues, including: shipping, lost items, missing items, defective items, etc.
Nothing better
What do you like best about the product?
Offers anything a Customer Support could need. Status for any tickets, extensive statistics (both in-app and - especially - using the GoodData platform), customer segmentations based on organizations, multiple support teams, etc.
What do you dislike about the product?
The mobile app, while in general is adequate, lacks certain crucial features, such as the ability ti change the ticket's requester.
As a multi tenant system with millions of end users, we find it somewhat difficult and complex to add users belonging to multiple organizations so as to get statistics per organization.
As a multi tenant system with millions of end users, we find it somewhat difficult and complex to add users belonging to multiple organizations so as to get statistics per organization.
What problems is the product solving and how is that benefiting you?
Zendesk support has helped us resolve our customer support ticketing needs, as well as allowed us to scale to support a user base of more than half a million end users with a small team of customer support agents. It has also allowed us to reduce our first time response time from several hours to just more than one hour.
Recommendations to others considering the product:
Honestly, this is a best in class platform. If there is no pricing restrictions, this is the way to go.
Good for Tickets
What do you like best about the product?
We never miss invalid tickets that come through to us using this (we receive autoforwarded emails as tickets in Zendesk).
What do you dislike about the product?
We aren't sure if we will be able to manage everything in Zendesk as we scale. The view isn't "pretty", and the advanced features take some training to figure out.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage customer receipts that we receive. We don't miss things this way, and can have multiple people in different locations using the software simultaneously.
Easy to use Care Product
What do you like best about the product?
The interface is clean and attractive, and I enjoy using the product. It is simple to navigate between tasks within Zendesk.
What do you dislike about the product?
Unfortunately, while the product is visually appealing, vague labels on the interface are difficult to intuitively learn the system.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our care ticketing management system, it helps our company work on tickets across issues to solve issues quickly and holistically.
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