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Zendesk is great
What do you like best about the product?
The ticket system works great and helps keep unnecessary activities and notes out of my CRM. And it pairs with CRM nicely.
What do you dislike about the product?
I do not like the fact, as a user, that activities stack up quick. Within the first week or so you can have 100+
What problems is the product solving and how is that benefiting you?
We are solving lead times on our end; how long it's taking things to get done. It's helpful being able to audit Zendesk.
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Zendesk Review Feb 2017
What do you like best about the product?
Views and Reporting - there are lots of ways to slice and dice the data. Lot of ways to customize views for the team and personal use. We are always making improvements for the ways that the support team uses Zendesk and getting Zendesk to work for us.
What do you dislike about the product?
They do seem to have performance issues on the regular but are very transparent about it and they get resolved quickly.
What problems is the product solving and how is that benefiting you?
We use Zendesk for support tickets. Although we are going to move our support documentation over to Zendesk as well.
A well-equipped, clean solution for supporting your users
What do you like best about the product?
It is a highly integrated solution that is very user friendly. Give your users an integrated help desk into your app, supported by a clean chat agent.
What do you dislike about the product?
Nothing one year into using the platform.
What problems is the product solving and how is that benefiting you?
We found our organization was disconnected from our users needs to our development team. Zendesk provided us the opportunity by use of Light Agents to keep our engineers in the loop in an efficient manner.
Recommendations to others considering the product:
Check out their integrations. Some are phenomenal (chat, phone systems, etc) and can really benefit your organization.
Great Customer Support Tool
What do you like best about the product?
Zendesk is a great, easy to use out of the box solution for customer service. I work mostly on the help content side of our business, and this tool has been great. Zendesk allows us to customize the CSS, which has helped us to match the customer experience with our help content to that of the software we sell. We can categorize articles and use tagging to make content more findable. The reporting capabilities are also providing us with some insight to help us behave more strategically as an organization.
What do you dislike about the product?
Some of the tools could be a bit more robust. For example, the ZCC me tool (BCC Me) allows agents to copy in a BCC email address when sending emails through the system. It would be really great if this tool would permanently hold that BCC me email address on all tickets so agents wouldn't have to manually post it each time. This would allow for more visibility across teams in our organization into what is happening with customers, especially since our sales and support team use two different systems.
What problems is the product solving and how is that benefiting you?
We have doubled the amount of article views in our help content over the last 6 months or so. We have done this by monitoring the reporting, incorporating Google Analytics to identify search terms and then tagging the appropriate articles based on key words our customers are using. This has made content more readily available to our customers, reducing the amount of support tickets created.
Recommendations to others considering the product:
When using Zendesk, make sure you have the resources internally to do the customizations you would like and that you can get Zendesk to talk to the other systems you use.
Great product
What do you like best about the product?
The ability to track and manage many projects and see the calendar of work performed.
What do you dislike about the product?
Not anything that I personally dislike about it.
What problems is the product solving and how is that benefiting you?
Project time spent, how many projects in que. Helps us stay organized
Zendesk Usability
What do you like best about the product?
Ease of use, scalability (for when customer experience demands grow and shrink, even seasonally)
What do you dislike about the product?
nothing presently, they've always kept up their end. Most complications we'd run into they were able to resolve promptly.
What problems is the product solving and how is that benefiting you?
simplifying the customer experience. A solid benefit was the webinars they offer, which can be helpful.
Recommendations to others considering the product:
Definitely a good solution once it's up and running. Just have to make the jump!
Great way to reach international customers
What do you like best about the product?
We like the ability to transfer chats between departments, tell what country people are contacting us from, and other important information like what operating system they are on (for tech support). It also gives back a lot of great analytics to track wait times etc.
What do you dislike about the product?
We wish the analytics were expanded a bit more, and were more customizable. We'd like to also be able to have better ways of integrating it into our website and/or in-product.
What problems is the product solving and how is that benefiting you?
We have really been able to reach to our international customers in a way where we weren't able to with our old chat system. Zendesk chat offers a great auto-translate feature we use quite often.
Recommendations to others considering the product:
There are some limitations, so definitely compare it to other options to be sure it meets your company goals/needs.
Great helpdesk queue, easy to prioritize, track Csat,
What do you like best about the product?
easy managability of ticket requests.
easy to build in and update macros.
easy to integrate apps from the marketplace that help track time etc, offer real time chat.
easy to build in and update macros.
easy to integrate apps from the marketplace that help track time etc, offer real time chat.
What do you dislike about the product?
bugginess. also server based so when the data center goes out, our helpdesk is down. we had several outages caused by this.
What problems is the product solving and how is that benefiting you?
Honoring and surpassing our SLAs
helping us to be more accessible to users via live chat.
helping us to be more accessible to users via live chat.
Easy and useful support management tool
What do you like best about the product?
Easy to manage tickets coming in, assign to coworker, make internal comments, resolve issues
What do you dislike about the product?
It is sometimes frustrating when Zendesk sends out too many alert emails to the customer. We sometimes forget to mark a ticket as solved and later on we have to solve it, then the customer gets an email which can be awkward. We usually change the requester field to ourselves to get around this.
What problems is the product solving and how is that benefiting you?
We can manage the workflow of questions coming in in a timely manner and ensure all issues get addressed.
Zendesk helps us achieve better customer service
What do you like best about the product?
We are in the industry of Technology it very important that we always stay in communication with our client especially when they are experiencing issues. Zendesk is a tool that assists in doing that and has been very effective in allowing us to stay organized while responding to client concerns.
What do you dislike about the product?
There really is not much about Zendesk that we do not appreciate in our organization. Although there has been a few incidents where our client's have complained that they never received a response, but this again is rare and we are not sure if those client actually ever reached out to us to begin with regarding their issues.
What problems is the product solving and how is that benefiting you?
We are in the internet marketing field specifically focused on the Storage Industry and we consistently receive request through Zendesk regarding client issues
Recommendations to others considering the product:
Try it out, it has helped our organization a lot in answering client's in timely matter.
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