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Good help desk platform, but reporting and bugs could be better.
What do you like best about the product?
I like the dashboard and customization of views. I also like that it's easy to add your own apps that tie into ZenDesk to make support tasks more efficient.
What do you dislike about the product?
It's sometimes hard to get clear data, as that can be a challenge. We use GoodData for our reporting needs, and while it covers most of the bases, advanced metrics are hard to sort out. There are some bugs with agent overlaps (ending up on same ticket when using "play mode" option).
What problems is the product solving and how is that benefiting you?
We're successfully supporting thousands of people per day through ZenDesk, and also creating an internal database that has been very helpful to reference.
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Zendesk was useful in responding to an unhappy client.
What do you like best about the product?
It is an easy tool to respond to clients who are unhappy and have a problem with my companies engineering services.
What do you dislike about the product?
I would like the real time feature to be something that it easier to use although for my purposes real time is very difficult when engineering and scientific issues which need to be researched are the problem.
What problems is the product solving and how is that benefiting you?
Problems solved are whatever issues the client is having like an engineer not showing up for the outage or their shift for work. Benefits realized are a quick response to someone who is unhappy which can help to pacify them.
Recommendations to others considering the product:
Zendesk is very useful for responding in nearly real-time to a clients issues. To help build relationships and keep relationships going Zendesk is definitely a useful tool.
Zendesk for ticket management
What do you like best about the product?
Zendesk offers a fairly simple user interface and a lot of features for the small team environment. It is adaptable to the needs of the smaller teams and ban be used in a number of ways.
What do you dislike about the product?
Zendesk tends to be over-simple in many respects and can often be frustrating to configure or customize. While it works well for specific things, getting integration between trouble tickets, release tickets and other dev-ops needs can be difficult.
What problems is the product solving and how is that benefiting you?
We use Zendesk mostly for our trouble ticket system but also for some product deployment activities as well.
Zendesk is great for Support with our team members!
What do you like best about the product?
I loved the fact that when problems or support issues arose I was able to use the zendesk tools to help accomplish the needed goal.
What do you dislike about the product?
I didn't like the interface at the time but it eventually grew on me.
What problems is the product solving and how is that benefiting you?
I used it to solve the business problem of support and help desk
Tidy, modern interface with some slight faults
What do you like best about the product?
Pretty intuitive and the interface is tidy, considering how much is going on. It's a more modern app than the competitors I've used.
What do you dislike about the product?
It should be a bit easier to email transcripts to the user, maybe with a one-click button. I also wish it was more obvious that they can upload a file - you have to click Options to see it. I wish the Visitors list was in order of when they entered chat. I'm not sure what the actual order is.
What problems is the product solving and how is that benefiting you?
Our users prefer chat over email or phone so we field a lot of requests each day. ZD Chat is pretty slick and easy to use.
Gets the job done
What do you like best about the product?
Easily searchable, which is a huge benefit over employees using their own individual inboxes for client communication. Customizable to a point. The macros (templates) are very easy to add and edit.
What do you dislike about the product?
Very basic functionality. The reporting is mediocre.
What problems is the product solving and how is that benefiting you?
Tracking response and resolution time is important for a customer success role, which Zendesk can easily provide.
Zendesk is fast, reliable and easy to use.
What do you like best about the product?
What I like the best about Zendesk is it is easy to find my tickets and they have an app so I can know if I have tickets waiting in my inbox while I am out and about. The other great thing about this service is the ability to collaborate easily with other teammates by having the option to leave comments internally. We really like the fact that customers can login to their account and find all of their old tickets quickly and easily and also that we can do the same.
What do you dislike about the product?
I dislike the fact that you can get 10 positive tickets and your satisfaction rating will not go up but if you get just 1 negative one it will go down. Sometimes the service will run very slow and will be impossible to use, I do find that it has more glitches than we would like but usually, these are fixed quickly.
What problems is the product solving and how is that benefiting you?
We use it for Customer Service so it solves the problem of us not being able to speak with customers quickly and efficiently. The benefits are the ease of finding tickets and being able to easily collaborate with other team members.
Recommendations to others considering the product:
Have your own system for determining customer satisfaction
Super solution for loving our customers
What do you like best about the product?
The collation of all incoming support inquires in one place, so all team members can view any enquiey throughout the conversation
What do you dislike about the product?
If it is a long duration of responses with attachments the customer gets massive long email each time. Plus the attachments are not clear enoughly displayed for the customer.
What problems is the product solving and how is that benefiting you?
Seemless internal communication & so imporoved workflow & customer support.
Recommendations to others considering the product:
Notify customers that any attachments appear as a link
Great
What do you like best about the product?
Zen desk easily allowed external ticket resolution within my work with a support organization. Easily referencing tickets and adding key stakeholders.
What do you dislike about the product?
The UI I used was slightly archaic/bare bones. Thingns don't need to be pretty but there is a point of diminishing returns that should be reached before giving up on UI.
What problems is the product solving and how is that benefiting you?
We were onboarding advertising clients into a digital dashboarding and data warehousing project to streamline their current reporting setups on media campaigns.
Zendesk is somewhat Zenful
What do you like best about the product?
I like the ability for app integration and the help center that you can create for your end-users.
What do you dislike about the product?
There are a few things about Zendesk that I would like to see improve:
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
What problems is the product solving and how is that benefiting you?
We use Zendesk for Help Desk and Application Support so it is a good tool to track tickets for issues from end-users. It helps me solve peoples issues and questions in regards to our application. I realized that having a tool like Zendesk is a need in any type of business.
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