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Zendesk as a Ticketing System
What do you like best about the product?
Pros:
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
What do you dislike about the product?
Cons:
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
What problems is the product solving and how is that benefiting you?
We use Zendesk to allow clients to submit tickets, for team members to assign tickets to themselves and to communicate among ourselves and with clients. It is great to have that functionality built into one place that also connects to our enhancement request system, our hour tracking system, etc. via APIs.
Recommendations to others considering the product:
Make sure to take advantage of the API integration!
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Support Help is Great!
What do you like best about the product?
I love the ability to check the status of my customer's tickets within our support team.
What do you dislike about the product?
I believe the CSAT page could have some more to it. Being on both sides of the fence with Zendesk CSAT I know there's typically some gray area when it comes to what people have to say and I don't believe it's fully receptive to that.
What problems is the product solving and how is that benefiting you?
Filing support tickets with my customers to make sure their platform pain is resolved in a quick manner.
Easy to use help desk system
What do you like best about the product?
The ability to create macro responses makes it super efficient for a support team to respond quickly to customers.
What do you dislike about the product?
Their mobile app at this particular moment is pretty awful.
What problems is the product solving and how is that benefiting you?
Zendesk allows a support team to answer client issues in an easy and effective manner.
Recommendations to others considering the product:
Zendesk is a great help desk solution for having your customers questions get answered in the form of ticket submissions. Agents can easily apply a macro, or answer with further details.
Efficient chat tool
What do you like best about the product?
I like the best it is easy to admin, customize and use daily. Handling spammers is easy. And as they send email notifications for chat requests sent while we are out from the office it covers the offline time also.
What do you dislike about the product?
As our chat volume is low due specialized segment then this fulfills our needs. So nothing to dislike.
What problems is the product solving and how is that benefiting you?
Live contact with prospects, sometimes wit users who can't use phone, skype or other chats that require signup.
Zendesk
What do you like best about the product?
History of communication with the client. Generally pretty easy for a new user to figure out how to use it.
What do you dislike about the product?
Insights per-rep could be more detailed. I also think fonts should default to the same font when copying and pasting.
What problems is the product solving and how is that benefiting you?
Organizing customer service.
Recommendations to others considering the product:
Definitely a sufficient platform for managing customer service.
Helps to Organize correspondence outside and inside of the workplace.
What do you like best about the product?
I like how the system organizes the queues as well as the security feature that can be added to it.
What do you dislike about the product?
Sometimes the system doesn't recognize a case and puts it in the wrong queue. This can cause an important time sensitive task to be overlooked.
What problems is the product solving and how is that benefiting you?
Organization, Privacy, Compliance
Solid support-centric platform
What do you like best about the product?
I like the ability to see when folks are looking at a case.
What do you dislike about the product?
This tool is not made for large support teams. SFDC makes for a much more efficient and easy to use platform for support.
What problems is the product solving and how is that benefiting you?
Reporting on metrics, and tracking cases. It gives us a solid view in the day-to-day activities of our clients.
Recommendations to others considering the product:
If you have any experience with SFDC, just stick with using the basic Case object. You don't need any of the fancy Support Console tools.
Zendesk for startups
What do you like best about the product?
Easy to get up and running, attractive price point for a small start-up.
What do you dislike about the product?
Tracking issues at scale (large volume of tickets in various statuses) leaves something to be desired.
What problems is the product solving and how is that benefiting you?
Customer facing support queue.
Great helpdesk software
What do you like best about the product?
Our company relies on top notch customer service, and zendesk helps us get there. It is extremely simple to use out of the gate, and it also offers integrations and automations if you want create more complex workflows. Works great together with slack.
What do you dislike about the product?
The recent forced upgrade on the mobile app. The old app stopped working to force the upgrade and the new app had pretty bad reviews. Should have handled that process better.
What problems is the product solving and how is that benefiting you?
Track and assign customer support issues. We also love the reports that give us feedback on how we are doing
Best CRM I've worked with
What do you like best about the product?
Dynamic nature of the UI. Changes can be seen quickly, and multiple people can be working on a ticket at the same time (and you can see who else is viewing/editing)
What do you dislike about the product?
The tab feature for tickets/views is nice, but unwieldy at times.
What problems is the product solving and how is that benefiting you?
We switched from Parature to Zendesk at the beginning of the year. Vast improvements; workflows are faster and smoother, and it's overall much better.
Recommendations to others considering the product:
Apps are very powerful, and it's possible to create your own.
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