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Great for Collecting user questions and feedback, could use more customization options
What do you like best about the product?
I like the ease of use of Zendesk. It is a great tool to be able to track incoming requests as tickets, field them to the correct agents, view metrics, and pass information. My team uses Zendesk internally, so I can only speak to that use case. I like the ease of handling tickets and assigning them to the correct members of my team. I also like the ease of linking tickets, so when we get duplicate questions they can be answered right away. I love the macros, which makes it easy to quickly answer tickets with existing text. The ability to create custom views is very helpful, particularly to have different views for answered, unanswered, and all sorts of tickets. I also like how we are able to track what teams in the company are asking questions based on the group they are assigned to.
What do you dislike about the product?
I would like to be able to add greater customization to Zendesk. For example, "Type" is a field that cannot be edited. However, the ticket types my team uses are different from other teams and it would be great if i can add custom type options for my views. Also, the settings page for a manager to customize what Zendesk looks like for a team is not very intuitive. It would be nicer to have an easier to use settings page and make it easier to make certain features or views available to multiple groups, instead of having to do that for one group at a time. There are definitely some kinks, but overall Zendesk has been really helpful.
What problems is the product solving and how is that benefiting you?
As a product team, we were looking for a way to have product questions, requests, and feedback come in through one ticketing system when we release new products each cycle. Zendesk has allowed us to do so by having one email that all employees in the company can write to and the whole product team can view. It also helps us make sure that our team answers and fulfills all requests and no request is left undone.
Recommendations to others considering the product:
Zendesk offers great training sessions and workshops to get started with the product. I definitely recommend attending one to learn the basics and make best use of the product for your team and company.
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Powerful chat app but lackluster design
What do you like best about the product?
There are some really great analytics built into the Zendesk chat, including viewing where viewers are on your site with a live view. I found myself always sitting on that page to see where users were going and how many visitors we had on the site.
What do you dislike about the product?
I dislike the design options of zendesk chat, and I strongly dislike the fact that the chat box is so large on page load without the ability to shrink it down to a smaller icon. For this reason I switched over to olark.
What problems is the product solving and how is that benefiting you?
We just needed to chat with site visitors.
Recommendations to others considering the product:
Check out Olark. It's the same level of features but more modern UI. Much better looking IMO.
Awesom
What do you like best about the product?
The simplicity and the level of help desk support
What do you dislike about the product?
Insights doesn't offer a lot of reporting metrics but there is the ability to create custom reporting with GoodData.
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
Really wish there were additional features around Satisfaction surveys and the ability to get more granular with the data and predictions
What problems is the product solving and how is that benefiting you?
Our support department is built around Zendesk, it allows us to manage all customer communication in a timely and efficient manner.
Recommendations to others considering the product:
Utilize the customer support center -- it will help a lot
Great for customer support, reporting needs work
What do you like best about the product?
Zendesk has some great features like spam filtering, and also allows for add-ons via their marketplace to handle things like FAQ creation straight from tickets and OOO management for agents.
What do you dislike about the product?
The reporting is really strong, but the built in functionality doesn't really meet needs--you need to meddle with the GoodData set up fairly extensively.
What problems is the product solving and how is that benefiting you?
Mainly customer support. We've been able to mine our reporting data quite a bit after we got more familiar, and that helps us address trends more quickly and provide a better customer experience.
Intuitive, flexible, tool to help manage support communications
What do you like best about the product?
Macros, tagging, and tie in with our knowledge base / help center
What do you dislike about the product?
Getting better recently, but past few months have had significant server downtime
What problems is the product solving and how is that benefiting you?
Managing increasing volume of customer support questions and issues in a way that allows us robust tracking to identify trends and patterns
Help Articles
What do you like best about the product?
It is very easy to use and has all tools for an efficient help article
What do you dislike about the product?
Minor formatting issues that I had to figure out
What problems is the product solving and how is that benefiting you?
Helping clients understand our product better
Gets the job done but can be hard to navigate
What do you like best about the product?
The best part of Zendesk is that it can handle pretty much any number of people being on the same ticket, or just on the system. It also tells you who else is looking at the ticket, which is often very helpful.
What do you dislike about the product?
You can lose tickets almost instantaneously. If you solve a ticket, it can be very hard to find it again, unless you remember very specific keywords (which you can then search for). I've made it a habit of remembering unique words in a ticket so that if I need to find it again, I can.
What problems is the product solving and how is that benefiting you?
Our entire customer service platform relies on Zendesk. It's 100% of how we communicate with our clients.
Really great Ticketing tool
What do you like best about the product?
Allows transparency across teams and team members. From my Support team to my development team, we can see all facets of a user
What do you dislike about the product?
Not a huge fan of how they set ticket status. Really enjoy how HelpScout accomplished this with pending, open and on-hold. Think Zendesk can certainly improve this.
What problems is the product solving and how is that benefiting you?
Seamless customer communication and resolution of support tickets
Worse than Salesforce Desk at some things but better at more!
What do you like best about the product?
Lots of great apps and integrations! Good team management. Awesome automations and triggers options. Good reporting, though someone complex to set up.
What do you dislike about the product?
Missing some basic email functions like BCC and Forwarding. Attachements get sent as DL Links rather than actual attachments. No customization for search results view. No ability to split tickets easily.
What problems is the product solving and how is that benefiting you?
Organization and management of support cases. Compared to just using email, it's irreplaceable! The ability to provide live chat as well is crucial for our customer base.
Recommendations to others considering the product:
Make sure to set everything up carefully at the beginning as changes down the road can lead to lost data. Also, understand how important Tags are for Views and Reporting! Make sure all of your custom fields add a tag, but don't have people manually tag stuff.
Zendesk for tracking work and collaborating with various teams
What do you like best about the product?
* Track work in one clear thread
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
What do you dislike about the product?
*Integration with outlook could improve.
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
What problems is the product solving and how is that benefiting you?
*Keep track of work and customer requests in an organized fashion.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
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