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Zendesk review for Wisembly
What do you like best about the product?
Te best point: very complete and well integrated solution.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
What do you dislike about the product?
UI/UX is simple but a bit stark. Quite a few pages changes, would be great to have more single page application to switch less between pages and calls.
What problems is the product solving and how is that benefiting you?
We solve with Zendesk users/clients autonomy with well designed FAQ and self-confidence in the product with good help quality. Users that read our FAQ or contact us on Zendesk are more likely well on-boarded and more loyal over the time.
Recommendations to others considering the product:
I think Zendesk is a major help desk, maybe along Desk. It could be a bit costly but worth it for a well integrated and complete solution. One shop stop for all your support/faq/live help.
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
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Excellent organization tool for customer support
What do you like best about the product?
I love that I'm able to set up triggers based off what customers would like assistance with to immediately triage that information to members of my team.
What do you dislike about the product?
Bit of a clunky interface and reporting need some help.
What problems is the product solving and how is that benefiting you?
Assists us with doing some deeper analysis of common recurring customer issues. Previously did not have this at the company, great stepping stone tool.
My Zendesk Review
What do you like best about the product?
Super easy to use, easy to setup. Integrates with a ton of apps
What do you dislike about the product?
they dont have on demand agent accounts.
What problems is the product solving and how is that benefiting you?
customer service interactions in one place
We use ZenDesk in a customer support environment for user and partners
What do you like best about the product?
Easy system to organize tickets. Setting up personal views is convenient as well as ticket sharing.
What do you dislike about the product?
ZenDesk can become sluggish at times and take a bit of tweaking to set up SLA the way we need it. I've had a problem with recipients not receiving a ticket I sent and it was not easy to see what the problem was.
What problems is the product solving and how is that benefiting you?
We are a payment processor for crowdfunding sites and merchants. We get a massive amount of tickets and ZenDesk is great at organizing it all and helping keep us with SLA. We are able to share tickets with certain partners.
Functionality is the key
What do you like best about the product?
The ability to access support tickets while on the road.
What do you dislike about the product?
While accessing support tickets on the road, the app does not allow me to see who else may be viewing the identical ticket and as a result there is sometimes responses made from different support folks for the same ticket because they cannot see one another in the ticket.
What problems is the product solving and how is that benefiting you?
Traditional customer service elements. The management system allows my colleagues and I to directly manage our own support requests but to comment on one anothers.
Recommendations to others considering the product:
It has an easy to use interface and allows for users to see tickets across the board.
Great software with an easy to use interface
What do you like best about the product?
Easy to use
Pretty straightforward
Good for communicating
Pretty straightforward
Good for communicating
What do you dislike about the product?
Sometimes tasks get lost
Not always quick to find the support cases
Not always quick to find the support cases
What problems is the product solving and how is that benefiting you?
Customer support
Nice well-thought out support tool
What do you like best about the product?
I'm a fan of how easy it is to keep track of support tickets-- the alerts and updates are timely and relevant, and I like how it's easy to give feedback for support interactions. I also like that a ticket can be started just be sending an email.
What do you dislike about the product?
Not sure if this is a realistic expectation, but when I receive a ticket it would be nice if there was some sort of time estimate included so it didn't seem like the ticket just gets thrown onto the vast pile. The confirmation email is helpful, but more information about volume and wait times would be nice.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
What problems is the product solving and how is that benefiting you?
Technical support is received a lot more quickly now that we've started using zendesk. I used to call in when I had a problem, but now starting a ticket is enough.
Recommendations to others considering the product:
If you can get a trial of the product, I definitely recommend it because it's very intuitive and the flow of updates, confirmations, and reminders is very logical and keeps the process moving. Trying it yourself is the best way to see this. I find that problems get resolved so much faster since we started using Zendesk.
Regular use on a daily basis.
What do you like best about the product?
Easy to learn. Account setting up easy to get into and
What do you dislike about the product?
Logging in issues. Had to continually log in.
What problems is the product solving and how is that benefiting you?
Customer responses.
Zendesk: A lot better than I thought it would be
What do you like best about the product?
The ability to update tickets early through email, website or mobile app. i also like the updates displayed on the left side of the website.
What do you dislike about the product?
The user interface is a little confusing to navigate and I don't like how you can submit as open instead of just saving an update.
What problems is the product solving and how is that benefiting you?
The organization of all tickets that we have. The ability of a client to create tickets and just get help in general.
Always Helpful!
What do you like best about the product?
I enjoy how easy it is to use when searching for certain companies or certain tickets that we have kept track of. The search bar is always easy to find and it always helps when they do an update and let s know what exactly has changed.
What do you dislike about the product?
Sometimes when searching I am not able to look for more than one criteria. I would like to have an advanced search where I can look for maybe a company name and ticket ID
What problems is the product solving and how is that benefiting you?
I help with resolving Customer Service Incidents. The tickets come in and are always very easy to find and there are certain triggers that can be set up so that they can get directly assigned to me.
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