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Great product
What do you like best about the product?
This product helps the business in receiving client concern and questions that other sytems do not.
What do you dislike about the product?
I dont think there’s anything I dislike about this product.
What problems is the product solving and how is that benefiting you?
Organization
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Great mix of structure and options
What do you like best about the product?
Zendesk provides a thoughtful and highly useful preset workflow for doing support via email and phone. The system can be learned quickly, is pretty reasonably priced, and is highly extensible without breaking the core paradigm of tickets & statuses.
What do you dislike about the product?
Zendesk has a surprising amount of outages compared to top-tier enterprise services like Salesforce, AWS, or Atlassian. Support can't be something that goes out - we lose all contact with customers.
What problems is the product solving and how is that benefiting you?
We are able to handle incoming technical support traffic and, to a smaller extent, inbound sales inquiries, all through one organized interface. The pace of responding and following up is adjustable but structured, so we never lose tickets or leave customers feeling ignored.
Our customer satisfaction has remained high, in part due to our commitment to following along with Zendesk's suggested system.
Our customer satisfaction has remained high, in part due to our commitment to following along with Zendesk's suggested system.
Recommendations to others considering the product:
Don't skimp - the Enterprise-level subscription gives you more tools and flexibility. Support could not be more for a consumer or b2b brand, so use the tools Zendesk has built to your advantage.
Zendesk Help Desk Review
What do you like best about the product?
Very simple to use. Lots of opportunities automate routing of tickets, responses, etc.
Easy to work on multiple tickets at once without having a million tabs open on your browser. The tabs actually open on the Zendesk dashboard.
Very easy to organize internal notes and share tickets with other teams. You can set up macros for a lot of things.
There are a lot of useful analytics that we didn't have visibility into before. Also we can receive feedback from our customers, which is very helpful
Easy to work on multiple tickets at once without having a million tabs open on your browser. The tabs actually open on the Zendesk dashboard.
Very easy to organize internal notes and share tickets with other teams. You can set up macros for a lot of things.
There are a lot of useful analytics that we didn't have visibility into before. Also we can receive feedback from our customers, which is very helpful
What do you dislike about the product?
I don't like how if you want to put an internal note on a ticket, you switch from public reply to internal reply. This is something I had to get used to as the system we used before had a separate location for internal notes. I did accidentally send an internal reply to a customer (thankfully it was nothing bad, just a simple questions), so watch out for that.
What problems is the product solving and how is that benefiting you?
Helping our customers implement our product faster by being able to respond to their questions faster. We have noticed faster response times and more tickets being solved.
Recommendations to others considering the product:
Use the trial. Make sure you like the key features. I think Zendesk is a product that will be one that will grow with you as your company grows. Many cool features that you can utilize either right away or down the road depending on where you are at as a company.
Great tool for communicating with customers via tickets
What do you like best about the product?
Zendesk has come a long way since my company started using them about 5 years ago. It really is an easy to use tool for communicating with customers. They also have API support that allows you to interact with zendesk using other tools your organization might use.
What do you dislike about the product?
They need to come up with a better way to organize bug and outage tickets. Currently, they are just created as a normal ticket with special tags.
What problems is the product solving and how is that benefiting you?
We are able to quickly and easily communicate with customers. Zendesk also allows us to quickly adapt to business changes because we have total control of our zendesk instance.
Recommendations to others considering the product:
This is a great tool for anyone looking for a ticket system to handle customer issues.
Making it easy to support our users
What do you like best about the product?
The interface is very simple and easy to use and being linked to our Zendesk allows us to have all the data and analytics in one place
What do you dislike about the product?
I would like there to be more advanced analytics and metrics
What problems is the product solving and how is that benefiting you?
Reducing the customer effort to contact support
Chat that simply works
What do you like best about the product?
The chat response templates and the metrics dashboard.
What do you dislike about the product?
It's a bit expensive compared to others out there.
What problems is the product solving and how is that benefiting you?
Open a new channel for prospects and customers to communicate their needs and concerns with us.
Recommendations to others considering the product:
Great chat feature and it's nicely integrated to other service desk modules but it seems to be more expensive when you start adding on the other modules compared to other companies out there.
Zendesk is great!
What do you like best about the product?
We've integrated all our system into zendesk, so now we only need one portal to have our agents manage contacts.
What do you dislike about the product?
Social media integration is lacking and needs updates - Specifically public social media comments.
What problems is the product solving and how is that benefiting you?
We're handling customers right away to the best of or abilities
Recommendations to others considering the product:
Give it a trial!
Zendesk is everything
What do you like best about the product?
Centralized dashboard for anything and everything that has to do with customer communication inbound and outbound!
What do you dislike about the product?
Insights/Analytics is tricky to work with since there are so many variables to select and consider. Training is still needed on our team here.
What problems is the product solving and how is that benefiting you?
Easy communication with our customers. Information is all in one place with the Shopify app integration so we can really utilize all of our customer's information to best help them and suit their needs. Additionally, we are able to prioritize issues and use bots to help deflect and save time for our agents.
Zendesk support is a very easy to use and intuitive platform
What do you like best about the product?
I like how Zendesk support is very user friendly. All the members of our team, no matter how tech-savvy, can easily use it.
What do you dislike about the product?
I don't really have any dislikes for this softoware.
What problems is the product solving and how is that benefiting you?
We use Zendesk support to fix problems with our online ordering system.
Zendesk is okay
What do you like best about the product?
It is easy to pass tickets throughout our organization depending on the issue and maintain integrity of issues. We previously had to pass issues from Freshdesk to JIRA and that caused issues with "Telephone" between Support/Implementation/Product.
What do you dislike about the product?
It is difficult to search tickets and since my role requires me to track trends among bugs and customer issues in a complex product, this is frustrating. ZD is also not intuitive to me to use, and I frequently use a lot of apps/integrations/websites. For example, I would love for the ability to set my own filters or dashboards or have an easy way of organizing my tickets that is not visible to the rest of my company - I'm sure there is a way to do this, but I can't easily figure out how to do it without contacting my ZD administrator at my company.
What problems is the product solving and how is that benefiting you?
Connecting our teams, better/faster/more reliable customer service for our clients, improved metric tracking. I especially like the knowledge base and I think it looks really clean and professional.
Recommendations to others considering the product:
Zendesk is not intuitive to the average user and may require extensive training before the team is ready to transition or begin answering tickets.
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