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Great tool, hard to get reports the way you want them.
What do you like best about the product?
We use this tool as our ticketing system. It works great and is pretty easily customize-able. Its very easy to get started too.
What do you dislike about the product?
The reporting is VERY tough to figure out. Very hard to get what you want from it if you want to customize. But their generalized reports are easy to run.
What problems is the product solving and how is that benefiting you?
Keeps us on track and makes it easy to sort out what needs prioritized.
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Easy to use the very first time.
What do you like best about the product?
I like the flow of the UI, it's intuitive and easy to navigate.
What do you dislike about the product?
The notification doesn't seem to work when I used it while back.
What problems is the product solving and how is that benefiting you?
It's a nice tool for reporting an issue on the cloud.
Zendesk Ease
What do you like best about the product?
The best thing about it is how easy it is to set groups and different ways to have tickets sent to different groups.
What do you dislike about the product?
One dislike would have to be when someone replies to a solved ticket with "thank you" it automatically opens up the ticket again.
What problems is the product solving and how is that benefiting you?
Zendesk has cut the time it takes to resolve tickets in half. Having zendesk allows us to keep track of tickets and nothing falls through the cracks.
Zendesk - user
What do you like best about the product?
Zendesk was efficient for the customer care role I worked in. It was straight forward and allowed us to categorize which emails were a priority over others.
What do you dislike about the product?
Our Customer Care Team had about 25 people monitoring the desktop emails. We did run into issue with the software not updating properly, so we would end up responding twice to the same email.
What problems is the product solving and how is that benefiting you?
We were a cosmetic company that would solve order issues, including: shipping, lost items, missing items, defective items, etc.
Nothing better
What do you like best about the product?
Offers anything a Customer Support could need. Status for any tickets, extensive statistics (both in-app and - especially - using the GoodData platform), customer segmentations based on organizations, multiple support teams, etc.
What do you dislike about the product?
The mobile app, while in general is adequate, lacks certain crucial features, such as the ability ti change the ticket's requester.
As a multi tenant system with millions of end users, we find it somewhat difficult and complex to add users belonging to multiple organizations so as to get statistics per organization.
As a multi tenant system with millions of end users, we find it somewhat difficult and complex to add users belonging to multiple organizations so as to get statistics per organization.
What problems is the product solving and how is that benefiting you?
Zendesk support has helped us resolve our customer support ticketing needs, as well as allowed us to scale to support a user base of more than half a million end users with a small team of customer support agents. It has also allowed us to reduce our first time response time from several hours to just more than one hour.
Recommendations to others considering the product:
Honestly, this is a best in class platform. If there is no pricing restrictions, this is the way to go.
Good for Tickets
What do you like best about the product?
We never miss invalid tickets that come through to us using this (we receive autoforwarded emails as tickets in Zendesk).
What do you dislike about the product?
We aren't sure if we will be able to manage everything in Zendesk as we scale. The view isn't "pretty", and the advanced features take some training to figure out.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage customer receipts that we receive. We don't miss things this way, and can have multiple people in different locations using the software simultaneously.
Easy to use Care Product
What do you like best about the product?
The interface is clean and attractive, and I enjoy using the product. It is simple to navigate between tasks within Zendesk.
What do you dislike about the product?
Unfortunately, while the product is visually appealing, vague labels on the interface are difficult to intuitively learn the system.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our care ticketing management system, it helps our company work on tickets across issues to solve issues quickly and holistically.
Using Zendesk as a Ticketing system
What do you like best about the product?
Zendesk is used by many companies and you can tell when you use it. There are a lot of features, but more importantly the correct features. It works how a support/ticketing system should work. Asking the right questions and collecting to correct information can help the user, so having a system that can facilitate that is what's needed.
Access to the API's has been great use as we've linked Zendesk with Leankit and Kanban board that the development team use to track requests and bug fixes.
Access to the API's has been great use as we've linked Zendesk with Leankit and Kanban board that the development team use to track requests and bug fixes.
What do you dislike about the product?
Not much to be honest. It does what we need it to do. The attachments are all there, but sometimes the format and UI space does make it hard to see the attachment properly. It would be nice that some of the side bars could be shrunk to moved. Or that the images can be clicked on and zoomed.
What problems is the product solving and how is that benefiting you?
It has allowed us to track all incoming requests. We use it as a single point of contact into the IT team. This means that all requests are tracked, never loosing a request and making sure that we process them with the correct priority. Along with the ability to pass our development requests onto the developers it has made our lives a lot easier.
Recommendations to others considering the product:
Give it a try as it does do a lot of things really well.
Great for a one-person help center
What do you like best about the product?
I like that I can customize my views, and that I can export analytics about time to response/organizations submitting tickets/etc.
What do you dislike about the product?
I dislike that I can't set my view to automatically switch to the next ticket (I have to reset it each time), and that I had to submit a support ticket to export data to a .csv.
What problems is the product solving and how is that benefiting you?
We're able to triage issues from customers trying to use our product; we use the analytics tab to refine our articles and ticket tags for best search results.
Simple but deceiving
What do you like best about the product?
Looks nice at first sight and clients are used to it, and it's plenty of functionalities (depending on the pricing tier you pick) for managing complex ticketing systems. It claims to integrate with social media tools but we didn't develop this. Also offers a chat interface but we could not manage to integrate with our main webpage.
What do you dislike about the product?
I found it a complete pain to manage. It was our first choice to manage helpdesk support but received lots of user complains for double and triple mails, replies that generated new tickets and unappropiated tagging of cases. The triggering also did not work as expected and generated some high severity tickets that were not.
What problems is the product solving and how is that benefiting you?
We tried to use it as our help desk engine but due to the confusion generated we quckly discarded it and looked for another simpler solution (GrooveHQ).
Recommendations to others considering the product:
Zendesk is a "big monster" and can manage loads of information but if your company is small you will find yourself overwhelmed with all the configuration possibilities. Sure you will mismatch some triggers or config in first place and this could lead to client misunderstanding.
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