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Zendesk is pretty pretty good
What do you like best about the product?
I liked that I could validate users individually and show them specific Knowledgebases based on their level of authentication. This is helpful for a free user vs premium user. Different help articles appear for different types of users.
What do you dislike about the product?
I am not sure how I felt about the ticketing system (overall) vs the open query system (Intercom). It felt a bit antiquated to me, but I found that as we used Intercom more, it seemed to make sense to have a ticket system to close issues.
What problems is the product solving and how is that benefiting you?
A help center for clients, a way to respond to their queries via email and close tickets. Zendesk was helpful for customer support.
Recommendations to others considering the product:
Do you homework, but I did my homework and after like 7 months of deliberations decided to use Zendesk (from Intercom and Freshdesk).
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Zendesk Support Review
What do you like best about the product?
Zendesk is easy to use and offers integrations with our website and other third party services we use (like Intercom). It has helpful filtering features, and lets us solve customer problems efficiently.
What do you dislike about the product?
The look is somewhat outdated. We only use it as an internal tool, so it's not super important that it looks modern, but a facelift would be great.
What problems is the product solving and how is that benefiting you?
We are able to use it to automate some customer problems from our platform. When they input things incorrectly, it gets flagged to us so we can fix it and let them know. We have used the help desk in the past and still use it for some things.
Easy to use
What do you like best about the product?
How easy to work with. But the best is the search engine.. you can find any ticket.
What do you dislike about the product?
The sla didn't are that clear.. IF was using colors will be more easy to know the ticket that close to reach the sla.
What problems is the product solving and how is that benefiting you?
I used to work in a Internet Service provider. Was really important tool that helps control the client tickets.
Recommendations to others considering the product:
If you need to have control on the tickets that is your tool
Outstanding workflow
What do you like best about the product?
Where to start when coming from SalesForce? Everything is easily contained within the system and the Zapier integrations are highly useful.
What do you dislike about the product?
How zendesk emails interact with Outlook. We are constantly having tickets linked to unassociated tickets because the user started typing "support" in their address bar but it pulls a random address from a random old ticket.
What problems is the product solving and how is that benefiting you?
Technical support and account management
Recommendations to others considering the product:
Just do it and never look back.
Not easy to use
What do you like best about the product?
It's ability to handle support cases and sending an alert email each time a case is opened or updated
What do you dislike about the product?
its inability to search for historical cases or drill down through past emails
What problems is the product solving and how is that benefiting you?
handling support cases
Great for a ticketing system
What do you like best about the product?
Zendesk is great for the customer-support relationship, as well as data collection.
What do you dislike about the product?
Community features leave much to be desired. A ticket to community post app would be awesome!
What problems is the product solving and how is that benefiting you?
We've been able to collect data on the types of issues that users are reaching out about.
I am thoroughly pleased with Zendesk
What do you like best about the product?
Easy layout and everything is very easy to find.
What do you dislike about the product?
Can lag when refreshing or updating, and sometimes it shows tasks already solved as needing to be solved.
What problems is the product solving and how is that benefiting you?
We have been solving the problem of mismatched dates, locations, and times on users' travel budgets compared to their actual itineraries.
Recommendations to others considering the product:
Would recommend using
Gets the Job Done
What do you like best about the product?
I like that it is easy to submit a ticket
What do you dislike about the product?
I dislike that it is very difficult to follow-up on a ticket. There is also no process for contesting -- I recently had a ticket closed before the issue was resolved and I had to submit an entirely new incident.
What problems is the product solving and how is that benefiting you?
Helps to communicate with remote tech support
Recommendations to others considering the product:
Allow easier communication
Quick and easy
What do you like best about the product?
I like that this software is always available, and it does not break down often.
What do you dislike about the product?
Not exactly sure how to use or manage it. I've used it very little
What problems is the product solving and how is that benefiting you?
I personally have not solved any, but I am sure my agency has.
Great app!
What do you like best about the product?
Zendesk makes it easier to copy in other third app developer, and it also supports Markdown!
What do you dislike about the product?
Sometimes it just takes time for emails to go through, especially if it has pictures in it.
What problems is the product solving and how is that benefiting you?
Email solutions and replies to our customers. We gather more smileys because of easy sending of follow up emails!
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