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Zendesk is the best!!
What do you like best about the product?
It is the easiest to use and setup for end users and techs!!
What do you dislike about the product?
Other systems have not opened enough of the their API in order to integrate better with Zendesk.
What problems is the product solving and how is that benefiting you?
We needed a single Service Desk that could handle both ticket lifecycle and a Help Center. With Zendesk we get both!!
Recommendations to others considering the product:
No need to look elsewhere Zendesk is where it is at!!
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Reliable
What do you like best about the product?
I enjoy the ease of use. Learning how to use Zendesk is a breeze for all of my new hires.
What do you dislike about the product?
I wish there were more tracking and statistics and I wish the Reports feature was as easy to use as the agent dashboard. It is incredibly difficult to create brand new reports even when using previously created ones for reference.
What problems is the product solving and how is that benefiting you?
We previously used Fusedesk, it was basic and had many trouble. Zendesk provided us with a platform that didn't have any of the Fusedesk struggles and offered voice! We switched from landlines to headsets and it was glorious.
Recommendations to others considering the product:
I'd say to make sure and weigh out all options, Zendesk has many features we don't utilize so I can't say 100% they're all great but it's the best we've had so far.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Check out articles, and there are tons of charts listing what the differences between different helpdesks are. If you're a tiny team that doesn't need much then Zendesk may be a little overwhelming.
Goes down often
What do you like best about the product?
being able to see if a teammate is working on a ticket
What do you dislike about the product?
there are often outages and we have no way to communicate with our clients outside of regular email and twitter
What problems is the product solving and how is that benefiting you?
we use the tool to find feature requests, bugs, and solve issues customers are having with our tool
Recommendations to others considering the product:
Be aware of outages. If your company uses a crm like salesforce zendesk is not great with integration.
Does what its supposed to do
What do you like best about the product?
Relatively simple implementation, easy for agents to manage day-to-day, frequent updates to functionality, nice interface, good support/helpdesk documentation and services.
What do you dislike about the product?
Salesforce integration is limited and clunky, wish that I could integrate multiple talkdesk accounts.
What problems is the product solving and how is that benefiting you?
Knowledge Base, ticket management
Recommendations to others considering the product:
Beware the salesforce integration, if not done properly its almost impossible to really access Zendesk data in a convenient way for any teams that need insight into specific tickets.
ZenDesk review
What do you like best about the product?
It's an easy place to view, edit, and manage client questions and concerns in one place.
What do you dislike about the product?
There are certain fields missing, such as the ability to order by priority.
What problems is the product solving and how is that benefiting you?
Client concerns and questions are the biggest business issues being solved. We benefit from the feedback to enhance our services
Great support
What do you like best about the product?
Easy to use, clear thread of communication
What do you dislike about the product?
When searching for tickets internally the icons aren't the most obvious
What problems is the product solving and how is that benefiting you?
Client support questions
Solid ticketing system
What do you like best about the product?
A straight forward system for managing tickets and queues. Also the ability to connect this to our surveying platform rather seamlessly was very nice.
What do you dislike about the product?
At times there were limitations as we tried to expand the usage outside of just a ticketing system.
What problems is the product solving and how is that benefiting you?
An easy and mostly seamless process for allowing support and success reps to interact and manage queues of tickets with our customers.
Recommendations to others considering the product:
Make sure to do some research. This is a great too so long as you understand exactly how it works. Ultimately we just outgrew it.
Zendesk experience
What do you like best about the product?
I was a big fan of the seemlesss integration.
What do you dislike about the product?
Took some time to get used to the process of submitting support requests.
What problems is the product solving and how is that benefiting you?
Zendesk has been implemented as the front facing client help desk.
Zendesk Zazz
What do you like best about the product?
That it is mobile. No matter where I am or what I am doing I can always help my clients. It is simple and quick. Also, I can look back and see what problems have occurred in previous months.
What do you dislike about the product?
That there are 3 Zendesk apps on my phone currently. Zendesk, Support, Zendesk Chat.
What problems is the product solving and how is that benefiting you?
All client questions concerning anything with our business in a flash. We have created a FAQ section on our website derived from the same multiple questions asked.
Easy to use, love the workflows
What do you like best about the product?
The workflows make it so easy for the work to happen behind the scenes.
What do you dislike about the product?
Mostly just that it's easy to be CCed on a ticket that has nothing to do with me.
What problems is the product solving and how is that benefiting you?
Communication with clients in a trackable, searchable way.
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