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Great tool out of the box
What do you like best about the product?
Ease of use, user management is easy, sharing with other helpdesks (with permission)
What do you dislike about the product?
Workflows for tasks can be a little clunky, customizations of the interface isn't intuitive at times. Notifications sometimes don't fire quickly enough. Has had several outages in the past year.
What problems is the product solving and how is that benefiting you?
Help desk software for specific business unit, sharing with IT Helpdesk for other technical problems.
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Moment of Zen
What do you like best about the product?
Zendesk is extremely intuitive as ticketing software. For the average user you can easily navigate through the dashboard and classify a plethora of fields for each ticket. If you dive even deeper you have the ability to create different dashboards as well as analyze metrics in easily understandable format.
What do you dislike about the product?
I found that although Zendesk integrates with Shoretel I still ran into issues in which they did not play well together. This would occur if data was not up to date. It would be nice if that portion of the program was more intelligent.
What problems is the product solving and how is that benefiting you?
Zendesk solved a large amount of business problems including consolidation of support requests, well organized dashboard where all requests are housed and worked, advanced metrics capabilities, dashboard customization, increased productivity.
Recommendations to others considering the product:
If you are using Zendesk for the first time ensure that you have properly set up your ticket types and subtypes and that your staff is trained on what each means. This will allow for a more rich and accurate data set when analyzing metrics.
Most efficient CRM
What do you like best about the product?
Zendesk hosts everything on one page - Salesforce records, case history, customer information. It's great to get everything my team needs in one place. I also love that there is a next ticket in view button, because it makes everything oh-so-efficient.
What do you dislike about the product?
Duplicate tickets can be a pain, but it's easy to search and merge them. It would be a lot better if they had a system for matching two identical tickets and automatically merging them. I am a team manager and I do wish the reporting was a bit better. It can be hard to search for bad behaviors that need coaching. Also, the dashboards showing tickets solved should update in real time, not hours later. It's hard to motivate my team if they have no idea how many tickets they've done, and the only way to get it to update within 30 minutes of ticket submission is to include merged tickets, tickets that are "clean up" tickets, and things that don't count towards our productivity. I do not think the Zendesk rep who came to train us was very helpful, but we managed to figure out nearly everything on our own.
What problems is the product solving and how is that benefiting you?
With the help of Zendesk, we're able to get to our clients in a much more efficient manner. It also keeps a very good history of that customer's previous issues, so when we speak with them it can be very easy to look back on what happened and see what they have previously written about. We can build a strong repertoire with our customers, and interact with internal people better than we could with Zendesk. Being able to categorize problems by issue type has greatly helped with our reporting and letting us know where to put our efforts and how to make better business decisions.
Recommendations to others considering the product:
CHECK FOR DUPES!!!
ZenDesk Ease of Use
What do you like best about the product?
I like how easy it is to use and set up. There is also an app that they have to use on your mobile and its just as easy to use as the desktop version
What do you dislike about the product?
Not a dislike but more of a request to have more font options and html for setting up the Macros and signatures
What problems is the product solving and how is that benefiting you?
Customer service and support tickets
Zendesk is very easy to pick up and learn
What do you like best about the product?
I like the different options on a ticket. For instance, the pending feature comes in handy a lot since I don't need to remember to follow up, the system will do
What do you dislike about the product?
Not really much to dislike with this program.
What problems is the product solving and how is that benefiting you?
It is hard to stay organized when speaking to several different customers via incoming phone calls and emails. Zendesk allows you to stay organized by allowing internal notes, and tabs that let you move from ticket to ticket very easily.
Easy to use ticket maintenance and great customer support
What do you like best about the product?
Easy to use and manage. We also use Salesforce integration, and anytime I need support if theres a problem, they are super quick to respond.
What do you dislike about the product?
No rich text formatting. Entering messages can be glitchy at times, I'll be in the middle of typing and the cursor will move to the top of the message. Same thing happens when pasting into a ticket occasionally.
What problems is the product solving and how is that benefiting you?
As a support specialist, I handle incoming questions from our customers. Zendesk is an efficient/preferred solution for our tickets.
Chat Transfer
What do you like best about the product?
I like that we can transfer chat from one dept. to another. which we dont have on our current tool. it needs to transferred to specific agent only within the dept.
What do you dislike about the product?
interface, its not user friendly and also the ring sound.
What problems is the product solving and how is that benefiting you?
teachers technical issue with the teaching applications
Zendesk
What do you like best about the product?
The ability to share tickets with other members of the team
What do you dislike about the product?
The inability to see the ticketnif you are not a registered user
What problems is the product solving and how is that benefiting you?
Organization of Customer Support
Zendesk Chat was everything we needed and more
What do you like best about the product?
I loved that my team was able to conduct more than 1 chat at a time as well as using the macros (Canned responses) for Frequently Asked Questions. It was also really easy to implement.
What do you dislike about the product?
I would have liked to see what the customer was typing before they actually sent their message so we could begin creating a response as early as possible leading to quicker response times.
What problems is the product solving and how is that benefiting you?
We wanted to add an additional method of communication with out customers. We didn't want out customers to feel like they had to call in every time. Chat has helped customers solve problems within a matter of minutes rather than an arduous process of calling in.
An overall good experience
What do you like best about the product?
Chats are easy to manage. Inbound customer's screen is helpful.
What do you dislike about the product?
Ideally we could create a ticket from a chat while keeping it open.
What problems is the product solving and how is that benefiting you?
We're providing advanced support for higher tier customers
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