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Zendesk for email and social media ticket management
What do you like best about the product?
Flexible ticket management, customizable field entries for agents, custom analytics dashboards to look into those custom field entries is great, SEO works well and our support articles are easily discovered on Google.
What do you dislike about the product?
Knowledge base is limiting, customer ratings for articles requires being logged in to Zendesk, which is a big ask for casual users. Articles are confined to a hard categorical organizational structure, tags are only for search and often not relevant search results compared to Google.
What problems is the product solving and how is that benefiting you?
Billing and account email support, responding to users in social media.
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Good multichannel support
What do you like best about the product?
- You can manage "macros" that will help you to save time.
- You can integrate Zendesk with Zapier, Salesforce, Salesmachine, etc.
- You can follow the statistics of your tickets by team members.
- You can integrate Zendesk with Zapier, Salesforce, Salesmachine, etc.
- You can follow the statistics of your tickets by team members.
What do you dislike about the product?
- The interface is a bit old, not always user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk help me to gather all the support demands in one place (Phone, chat, mail, in-app questions).
We can improve our efficency by following the statistics of our support team.
We can improve our efficency by following the statistics of our support team.
Recommendations to others considering the product:
A good support tool.
Solid product
What do you like best about the product?
It’s easy to manage tickets and chat. I love that the chat automatically gets tracked as a ticket.
I also love that zen desk integrates with many other platforms like sales force and harvest.
I also love that zen desk integrates with many other platforms like sales force and harvest.
What do you dislike about the product?
It’s not easy to run reports, and it’s not the details I’m looking for.
What problems is the product solving and how is that benefiting you?
Resolving customer tech issues, answering chats for easy use by customers, and escalating bugs to engineering.
Love the software
What do you like best about the product?
I love this software. The software is easy to learn even for new users. Screens and process are pretty self explanatory for the most part.
What do you dislike about the product?
Lack of ability to customize some of the areas for term we use in our business.
What problems is the product solving and how is that benefiting you?
We are now able to track problems and effected users much more smoothly. Our previous process lacked the ability to link issues together for tracking and reporting purposes This helps us quickly realize the items that effect more people the we expected..
Recommendations to others considering the product:
We were able to view a lot of online content for the features and in and outs of the program before the purchase. This helped us decide that this was indeed the correct software for us.
My all time favourt customer/client support software
What do you like best about the product?
Where can I begin? It's super easy to set up, to operate, and to monitor. Say goodbye to notepads and notebooks, our team no longer need to write down client's inquires on paper and passed them around. Functions like "Views" and "Reporting" are excellent tools to monitor the current tickets. The build-in spell check is a life saver indeed.
What do you dislike about the product?
No. 1: There are some part of the functions that we currently do not use.
No.2: I was told my some of my coworkers that they find the software can be a little bit too complicated:"I miss those good old days that I can just take notes on a notepad...."
No.2: I was told my some of my coworkers that they find the software can be a little bit too complicated:"I miss those good old days that I can just take notes on a notepad...."
What problems is the product solving and how is that benefiting you?
When it comes to recruiting we need to keep our clients and customer on track. When things are getting overwhelming, Zendesk Support is the best way we can get back to them as quickly as possible, especially to the clients/customers overseas.
Recommendations to others considering the product:
I love Zendesk offers all kinds of channels, self service, app, and ticketing. But I do wonder if there will be actually a simple version that only involve ticketing. All we need currently is communicating with our clients/customer so ticketing is all we need. But overall it is a fanscinating software.
Excellent fully featured product
What do you like best about the product?
Covers all needs, including advanced time tracking / timesheet, payroll, HR actions, staff reviews (appraisals), salary management, self service portal, job applicants, scheduling management etc etc.
Really like the easy method for making batch edits on records through the reporting tool. Very powerful backend tool for administrators.
Can create custom landing screens for different types of users.
Really like the easy method for making batch edits on records through the reporting tool. Very powerful backend tool for administrators.
Can create custom landing screens for different types of users.
What do you dislike about the product?
When I implemented, setttings & configuration area was complex and often confusing to find
What problems is the product solving and how is that benefiting you?
Full employee lifecycle management from recruitment, onboarding, payroll, time & attendance, policy compliance, PTO/Accruals, taxes, data management / import/export / ETL tasks, self service, performance, approvals, salaries, job descriptions, through termination and portal access for staff after leaving.
Recommendations to others considering the product:
Highly recommend. Heavy to implement as we did - full roll-out of full product across multiple departments. But Kronos provides implementation team, with experts in each area of the software to work with stakeholders in each department. It took an in-house team + a vendor services team for a full and successful build and data migration from 3 systems to 200 staff at 10 locations.
Zendesk makes it so keeping track of support is easy and hassle free
What do you like best about the product?
I don't have to find all the times I've contacted customers,...each ticket chronologically manages itself so all i have to do is reply to the notifications I get.
What do you dislike about the product?
The way we have it up is confusing, as we don't have a dedicated support email, so I have to manually sift through what's actually a customer vs. some Joe Schmo trying to sell us some software.
What problems is the product solving and how is that benefiting you?
I get back to customers quickly with the mobile app, which they appreciate.
Recommendations to others considering the product:
It's easy. We haven't tried others, but had heard Zendesk kills it, and so far so good!
Good Live Chat Solution
What do you like best about the product?
Zopim live chat is a breeze to set up and interact with site visitors within minutes.
What do you dislike about the product?
Zopim triggers have sometimes not worked properly.
What problems is the product solving and how is that benefiting you?
Zopim provides real-time customer service and allows one representative to handle multiple chats at a time if needed.
Recommendations to others considering the product:
Try out the 14 day free trial and see if you can realize the benefits of Zendesk chat's analytics, triggers and other cool features.
Great process
What do you like best about the product?
How easy it is to use. It took my team a few days to master this.
What do you dislike about the product?
The GUI could be a bit prettier, but thats just me being picky!
What problems is the product solving and how is that benefiting you?
Support. It has streamline communication
Software is ok. Tech support needs improvement.
What do you like best about the product?
The software is easy to use. Flow of the ticketing is pretty logical and makes sense. Training new employees has been much easier then before.
What do you dislike about the product?
Speed of the movements between screens could be more fluid or they could be all in one screen wilt just more scrolling. It is manageable but would make for a smoother experience especially if you have to jump between screens already just to get the information for the ticket.
What problems is the product solving and how is that benefiting you?
We were able to automate the outages and updates instead of just having to find the emails.
Recommendations to others considering the product:
Speak with other that are using he software already. I was able to see setups and hear first had from others in my industry who were already using the software.
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