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Zendesk Review
What do you like best about the product?
Zendesk offers the best mailing solutions, especially when dealing with a large number of emails.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
Different teams are able to use one product and view the same communication seamlessly.
This product offers the ability to switch users without necessarily forwarding emails.
Tracking of email communication is simplified.
Allows users to be added to its knowledge base, enabling easy retrieval of email contacts.
What do you dislike about the product?
-It is not very clear how its response time is calculated, especially when it comes to ticket handling. This ambiguity can be a downside to those that have targets to meet.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
-Duplication of tickets is sometimes experienced which can be annoying and can also create confusion while dealing with either tasks or emails.
What problems is the product solving and how is that benefiting you?
-Centralization of communications. This has greatly improved the way emails are handled and has also enabled collaboration at a very high level. This, in turn, has improved response time.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
-The ability to keep track of numbers ensures that the company does not work blindly, proper planning has been achieved and goal set in an easy manner.
Recommendations to others considering the product:
-I do not know if it is possible but if any email inbox can be linked to Zendesk it can be very good. This will allow those users who receive emails or tasks in their mail boxes can directly transfer these in form of tickets to Zendesk.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
-Attachments sometimes are a problem to send. The idea of sending attachments embedded in links is not practical sometimes to users who are not used to, and those that are afraid of links. If the mail box model can be adopted, it will solve a lot of communication hurdles.
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Works for when I need it
What do you like best about the product?
It works pretty well for my daily work business. I like the preview feature before you send tickets and that you can cross link reports.
What do you dislike about the product?
I wish that it could alert you if a customer has multiple open tickets regarding the same issue. It gets frustrating to always have to unaccustomed history.
What problems is the product solving and how is that benefiting you?
I am solving safety issues related to my.job. we create reports and follow up emails to customers
Great Product
What do you like best about the product?
The ability to apply it with your company needs.
What do you dislike about the product?
Nothing yet as we have been using it for a short period so far.
What problems is the product solving and how is that benefiting you?
Customer service requests.
ZenDesk is great!
What do you like best about the product?
It's powerful, but easy to use at the same time.
What do you dislike about the product?
Setting up ticket automation can be a bit difficult
What problems is the product solving and how is that benefiting you?
Customer support, managing volume
Zendesk makes support tickets easy to manage
What do you like best about the product?
I love the ability to create and utilize macros for my tickets. Also, all of the specific views I can implement for all of the tickets in our organization.
What do you dislike about the product?
The inability to track who has had access to tickets when they are not assigned.
What problems is the product solving and how is that benefiting you?
All manner of support-related issues as they pertain to our proprietary software solution. Customers have the ability to submit and track their support tickets through their own interface.
Recommendations to others considering the product:
Use it! I have tried a couple of other Support systems that include ticketing for users, they have not worked nearly as well as Zendesk does.
Great product that has changed how we manage support
What do you like best about the product?
We love that there are multiple ways for customers to log support issues. Website, email, portal and we also love how easy it is to turn the resolution to a support case into a knowledge base article
What do you dislike about the product?
We do not like that it is difficult to integrate with other products we use in our business like Sage CRM. This is not a big deal but would be nice to have.
What problems is the product solving and how is that benefiting you?
We are able to respond to customers faster. We are able to prioritize responses by the type of plan a customer has. We ensure nothing falls thru the cracks in our support department
Recommendations to others considering the product:
None
Zen Desk user help desk
What do you like best about the product?
I love how i can respond to customers quickly with pact statements while chatting, it is great to have this feature because my responses are commonly used with each call.
What do you dislike about the product?
There isnt many option for duplication tickets or an option to add this feature.
What problems is the product solving and how is that benefiting you?
Technical support, registering warranties, general FAQs
Not good for growing companies
What do you like best about the product?
Very easy system to set up, and the user interface is incredible. Simple, easy to find everything. The took itself works as advertised and is a critical addition for our business.
What do you dislike about the product?
We have been unable to increase our account from 3-6 agents, and even though we've filed a support ticket, it doesn't seem like anyone is taking the matter seriously trying to help. Our 3 new employees can't be trained or access the system at this point.
It was also very difficult to change the owner of our account... takes several steps and chats with the Zendesk team.
It was also very difficult to change the owner of our account... takes several steps and chats with the Zendesk team.
What problems is the product solving and how is that benefiting you?
We primarily use online chat for sales situation, and it really does help when folks have immediate questions but don't want a call from a sales person.
Only HelpDesk I've used, but I can't think of a better platform
What do you like best about the product?
The thing I like best about Zendesk is how we have a wealth of knowledge for every interaction we've had with a client/vendor.
What do you dislike about the product?
The only thing I can think of that I don't like is that if we choose to Submit a ticket as anything but solved, it will not auto assign it to the user.
What problems is the product solving and how is that benefiting you?
We use ZenDesk for logging all interactions with our users. It's great that we can look back to the beginning to see all the solutions we've had to user's issues.
Zendesk Review
What do you like best about the product?
Easy to use, nice email messaging system for status updates
What do you dislike about the product?
I do not dislike anything about it, it was just annoying to have to switch over from our previous system.
What problems is the product solving and how is that benefiting you?
All zendesk requests I have made are business related. Usually a request for something or if I need IT help.
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