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Good for developers, less good for project managers
What do you like best about the product?
It is amazingly easy to assign tasks to different team-members
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
Once you figure out how to use it, it's easy to see what is past-due, and easy to update tasks as new information is added or reply to the task as it is worked on.
Overall it is very functional.
What do you dislike about the product?
It isn't very pretty to look at, it is a little confusing to get around (especially if you're new to it), there is no easy way to look at outstanding tasks 1 person needs to work on.
What problems is the product solving and how is that benefiting you?
We are using it to have client submit problems, bugs, changes that they would like to see on their sites instead of clogging up our emails.
It is very successful at un-clogging up email and replying to the client with updates as needed.
It is very successful at un-clogging up email and replying to the client with updates as needed.
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Overall good experience
What do you like best about the product?
Insights - Real data and stats into how we are doing over time. Great that it's right in the software.
What do you dislike about the product?
Formatting from emails - Often times emails are harder to read, wish there was a way to see the entire email thread not all written as one big paragraph.
What problems is the product solving and how is that benefiting you?
Simplified tickets - keep all support issues and questions in one central dashboard.
Simple Support
What do you like best about the product?
Mostly, I enjoy the fact that I don't have to be hands on with case assignments and can quickly take care of everything in one place.
What do you dislike about the product?
For what we use it for, there's nothing really to dislike. I don't see us as power-users, but it works for what we need.
What problems is the product solving and how is that benefiting you?
For our simple support issues, we have three main channels, and the Zendesk system lets them be auto-assigned to the correct party based on key phrases and entry channel.
Recommendations to others considering the product:
Make sure to set up all your Macros and automatic assignments, it will save you immense time down the road.
Zendesk for Customer Service
What do you like best about the product?
Love the user friendly set up, simplicity look and how it is very easy to use.
What do you dislike about the product?
Reporting - how to figure it out was a little difficult and a little time consuming
What problems is the product solving and how is that benefiting you?
Business problems we are solving - Customer Service agents have the capability of reviewing customer history by searching name or email addresses. Also they're able to search key words and see all associated emails. ALL IN ONE PLACE! :)
Recommendations to others considering the product:
I would recommend to review the helpful articles, videos and the training modules they have set up - very helpful with reporting and other things you can do with Zendesk.
ZD at work
What do you like best about the product?
Most days I absolutely love Zendesk. It runs smooth, easy to navigate and solves tickets and moves quickly.
What do you dislike about the product?
I don't like the newest update to the interface, you can't move tabs around and it does crash more often t han any other program we use at work. The count goes down at least once or twice a week and you aren't able to track your tickets without reaching out to a supervisor. that is super annoying and frustrating as it helps to see what your numbers are
What problems is the product solving and how is that benefiting you?
I just deal with customers calling and email. There's no business problems that i need to solve or benefits to be realized.
Recommendations to others considering the product:
I'd definitely recommend this. It can have issues but it's very easy to learn, intuitive and except when it crashes, it runs pretty well. It also allows you to add on features within the ZD that allow for more ease of use across the board for a company.
So far, so great! Zendesk is easy to use! :)
What do you like best about the product?
I really enjoy being able to create views for different types of tickets. It helps me to prioritize and respond to the most urgent inquiries first!
What do you dislike about the product?
I dislike some of the minor glitchy effects I've experienced. When I close a ticket and remember something needs to be edited or I forgot a tag, I'll immediately select the ticket number on the right corner of the page. Sometimes this doesn't open the ticket I want, it will pull up the next ticket in my queue which led me to make a few mistakes before realizing this was happening.
What problems is the product solving and how is that benefiting you?
A colleague of mine recommended we prompt customers to select a dissatisfaction when they are rating a ticket as "bad". That helped us to gather more information as to what we could work on as individuals, as well as our overall policy.
long time zendesk user
What do you like best about the product?
the ability to batch update tickets and merge user accounts seamlessly, as well as multiple ticket tabs makes life easier:)
What do you dislike about the product?
not being able to customize the layout/format of the page itself, sometimes while working on a macbook air having to scroll to see the rest of the ticket details is frustrating.
What problems is the product solving and how is that benefiting you?
we're in the process of a wind down, so being able to quickly access and reference a cx's history is crucial when refunding orders.
Recommendations to others considering the product:
learn the keyboard shortcuts and how to create your own macros!
Solid platform, undergoing seemingly significant improvements
What do you like best about the product?
The platform provides a lot of flexibility, has a good number of integrations and built in add-ons that give you the ability to do almost anything you need.
What do you dislike about the product?
There's a lot of complexity to the system, and to really get at the core of some of the things we've been trying to do, we rely a lot on their support team.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
As of now, zendesk talk and zendesk chat, while powered by zendesk and are kind of integrated, still function in their own silos...especially chat.
What problems is the product solving and how is that benefiting you?
The data and reporting we get out of having chat, phones, email tickets, and the support site all flowing through one system has allowed us to be one of the first departments in the company to provide data backed recommendations to alleviating customer pain points, quantify issues and impact with our software,
Recommendations to others considering the product:
you need a dedicated admin who really understands the intricacies of the system to take advantage of everything you're paying for.
Easy to use, with a few glitches
What do you like best about the product?
Intuitive screens, easy to create custom views, search capability is fairly good.
Macro creation helps with answering tickets.
Macro creation helps with answering tickets.
What do you dislike about the product?
There are times when the system is very slow, which is frustrating. It also drives me crazy that you cannot hit enter in the middle of a sentence- the system throws an error and you have to reload the page, sometimes losing data in the process.
Would also like additional formatting capabilities.
Would also like additional formatting capabilities.
What problems is the product solving and how is that benefiting you?
We are using Zendesk for Support ticket management. It is allowing us to track time, successfully track and triage tickets from both internal and external customers.
Zendesk Review
What do you like best about the product?
I love that the emails show all the different strands of the email. I also like that I can send an internal note.
What do you dislike about the product?
I wish there were more reminders, asking if an email needs to be internal only. I also wish it was easier to start an internal strand.
What problems is the product solving and how is that benefiting you?
Primarily email correspondence with clients. Ease of use is the main benefit.
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