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So Much Better Than Email!
What do you like best about the product?
I love Zendesk Support. It's very user friendly and easy to navigate. I like the "tags" feature. I like being able to search for tickets based on different search criteria.
What do you dislike about the product?
I don't like how if I don't add an "assignee" to a new ticket, it's basically lost in space. Even if the recipient responds, the ticket does not go into "needs actions".
What problems is the product solving and how is that benefiting you?
I work on a team and I love that we can all answer back and forth emails when they come in, instead of having to answer separately from private email addresses. We can all be on the same page with the issues coming and work together on the resolution.
Recommendations to others considering the product:
You Won't regret it!
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Great Program
What do you like best about the product?
I like that Zendesk Chat offers an easy to use platform with helpful tools for our customers.
What do you dislike about the product?
What I dislike about Zendesk Chat is the integration into other systems that we use is sometimes flawed, but this is not an error on Zendesk alone.
What problems is the product solving and how is that benefiting you?
Business problems that we are solving with Zendesk Chat are being able to quickly resolve customer's pressing questions and providing clear directions for the customer. This has granted us the opportunity to assist more customers as business ramps up.
Recommendations to others considering the product:
I would recommend that others use a trial of Zendesk Chat and allow for a decent time frame to ensure that the platform meets your needs and the needs of your customers.
Great Customer support tool
What do you like best about the product?
I like the ticket management UI the best, but the analytics tools are not bad either.
What do you dislike about the product?
The analytics tools could be more robust.
What problems is the product solving and how is that benefiting you?
We use this for all our customer support ticket management.
A great way to interface with customers
What do you like best about the product?
Gives you a more instant connection with your customer. Adding this with Zendsek allowed me to know what a customer needed in real time versus waiting for an email response. This also emailed the chat log with the customer's information to them. Then it created the ticket with all of this as well.
What do you dislike about the product?
It was a bit resource intensive. Sometimes it would be slow to react or take too long to load up a conversation. If they could speed it up a bit more the product would be excellent.
What problems is the product solving and how is that benefiting you?
The need to support customers in real time.
Recommendations to others considering the product:
There are a few options out there in terms of chat but this one works really well and integrates directly with Zendesk. There is a lot of information that you can gather with it and is probably the best support chat I have seen.
Best in class for a reason
What do you like best about the product?
The customization capability is what really sets Zendesk apart. Administration and management of the system are incredibly intuitive and the UI is stellar. Being able to define workflows has been important for our organization, along with customizing views to understand specific issues within components of our platform
What do you dislike about the product?
My only real gripe is the helpfulness of the individual dashboard to my employees. This screen has the ability to be powerful but ends up hardly ever being used because of the impact to the end user
What problems is the product solving and how is that benefiting you?
Rapid response to platform issues with our SaaS offering. Tied into our account, SSO into Zendesk, the experience is seamless and easy for the team
Recommendations to others considering the product:
If you need a racecar, don't try to fit your needs with a Pinto
Just what I need
What do you like best about the product?
It's my go to place to easily view, communicate, and resolve important problems.
What do you dislike about the product?
The chat product is separate and sometimes there's a lag between the two. The emails generated have a lot of noise.
What problems is the product solving and how is that benefiting you?
Support! Our customers with questions and concerns about our product use the chat widget to chat it in. Also, they can email us to ask questions.
Easy, Intuitive
What do you like best about the product?
ZenDesk seems User focused. Everything is easy to understand and there are shortcuts everywhere if you take the time to learn about them.
What do you dislike about the product?
ZenDesk can tend to lag if you don't restart every once in a while.
What problems is the product solving and how is that benefiting you?
I use ZenDesk in order to communicate with our Users through phone, chats, and email
Recommendations to others considering the product:
So much easier than Salesforce and much more effective too.
Zendesk is amazing!
What do you like best about the product?
Helps prioritize our support requests. Also helps us remember our support requests.
What do you dislike about the product?
The reports are not as user friendly as I would like.
What problems is the product solving and how is that benefiting you?
Remembering what we need to do to help our staff/faculty/students and prioritize those needs.
It does everything we need it to
What do you like best about the product?
It integrates nicely into Slack, along with JIRA, which is beneficial to our support processes.
What do you dislike about the product?
Some of the setup for triggers and automations is time consuming and never gives you full confidence that it is working as intended.
What problems is the product solving and how is that benefiting you?
Technical support for our software solutions. Benefits include a central location for all support requests from clients.
Recommendations to others considering the product:
Make sure it integrates with your other tools, and if so, give it a shot. We have been generally happy with it's feature-set.
Usage of Zendesk in a Virtual Customer Support Environment
What do you like best about the product?
I like it's functionality, the fields are clear and concise.
What do you dislike about the product?
I strongly dislike that I cannot download an excel spreadsheet of tickets to search for something. It is extremely hard and inefficient to look through tickets individually if you need to go back and grab something.
What problems is the product solving and how is that benefiting you?
It is used as our customer service ticketing system. The benefit is accurate documentation of all customer contacts.
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