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Email based ticketing system, amazing efficiency.
What do you like best about the product?
The efficient nature of the email based system.
What do you dislike about the product?
There are not enough mass editing options.
What problems is the product solving and how is that benefiting you?
Being able to handle many customers at once. We are more efficient than we have ever been.
Recommendations to others considering the product:
Give it a shot it will improve your efficiency.
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Unimpressed with such a "Reputable" Service
What do you like best about the product?
I am not sure if i can highlight any feature that I liked best, this was my first foray into exploring evaluating support systems and if you are not an experienced user I do not recommend Zendesk. The nice thing is it is quite cheap for the entry level but similar products like Freshdesk come in free at a similar feature set level
What do you dislike about the product?
The navigation of the admin console is not intuitive at all. The way the menus and terms have been assigned/setup makes it very irritating to find where you need to be to complete very basic steps such as autoresponders, blacklists, automation rules etc.
What problems is the product solving and how is that benefiting you?
Our business needed to be on top of customer support for our clients, they heavily depend on all services being available 24 hours a day and if they are not, they want quick resolution. Zendesk was trialed as a solution for our support process automation but fell far short of what we wanted.
Recommendations to others considering the product:
If you are not experienced in setting up a support portal opt for another service such as Freshdesk or one of the offering from Atlassian
Key to Organization
What do you like best about the product?
I love that Zendesk gives you the opportunity to keep organized through different statuses, merging capabilities and linking tickets.
What do you dislike about the product?
I don't dislike the program, but my least favorite part is the glitches with the connection to other programs.
What problems is the product solving and how is that benefiting you?
Organization
Zendesk User Review
What do you like best about the product?
I like the fact that all of our tickets are centralized and responses are uniform.
What do you dislike about the product?
The company seems to have a lot of downtime.
What problems is the product solving and how is that benefiting you?
Tracking and metrics...one unified support system.
Recommendations to others considering the product:
Ask for downtime reports. There seems to be a lot.
One of the best solutions for customer support!
What do you like best about the product?
The noting system. You can easily note each support ticket for easy communication between agents.
What do you dislike about the product?
The agents cannot add attachments to the individual ticket. This would be useful for instructing companies.
What problems is the product solving and how is that benefiting you?
I work in video games, and having a very large player base Zendesk is important for gathering all support queries in one place.
Recommendations to others considering the product:
We use this along side HelpShift.
Not sure what Zendesk actually does well...
What do you like best about the product?
No feature strongly stood out. It at least created a central hub for all internal users to view and respond to tickets, but all such products do this, so it is hard to say this is a benefit...especially considering that I think other vendors do even this much better.
What do you dislike about the product?
The reporting is unbelievably terrible; inability to ever edit a closed ticket is also terrible
What problems is the product solving and how is that benefiting you?
We used Zendesk for internal and external helpdesk/support. Benefits...very basic reporting was achieved, but Zendesk makes even basic reporting very difficult!
Recommendations to others considering the product:
If you want robust reporting and a flexible support/helpdesk solution, stay far away from Zendesk. After using Zendesk for nearly one year, I believe it is likely most suited to a call center environment, not a complex software technical support environment with multiple levels of support. We abandoned Zendesk after a year.
Great Ticketing System with great features
What do you like best about the product?
I like how many integrations that ZenDesk Supports. I also like the level of customization and automations.
What do you dislike about the product?
The UI is a bit unintuitive and sometimes finding features and settings can be confusing
What problems is the product solving and how is that benefiting you?
ZenDesk has greatly improved workflow with integrations and automations
Very adaptable and intuitive, but not always stable
What do you like best about the product?
It integrates very well with our internal tools and systems. The baked-in automation is a great framework to help with processes and SLA.
What do you dislike about the product?
The mechanism to assign users based upon incoming email domain is not very configurable or intuitive.
What problems is the product solving and how is that benefiting you?
A ticketing system that works well for internal and external users in an effective manner. We've also leveraged it for our customer-facing knowledge base articles.
Recommendations to others considering the product:
Review the integrations and determine if you're willing to build connectors for systems that aren't already baked in.
My Experience with Zendesk
What do you like best about the product?
I have been using Zendesk since April of 2016 and have found it quite helpful. Though it does have some outages (as any software), it is overall a great tool and allows me to effectively manage my workload while also maintaining a sleek look.
What do you dislike about the product?
I dislike how you are unable to move around multiple tabs when working in the software. There is also some small glitches with the search bar where it is unclickable.
What problems is the product solving and how is that benefiting you?
I am able to effectively manage my workload and keep my customers happy. I am also able to sort by the importance of the Customer and their issue.
Recommendations to others considering the product:
Give it a try. The team is super easy to work with and the software really is pretty good overall.
Zendesk ftw
What do you like best about the product?
We love the ease of use. Simple UI and search functionality.
What do you dislike about the product?
The mobile app that was just rolled out could use massive improvements.
What problems is the product solving and how is that benefiting you?
This is our end user facing ticketing system.
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