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Improving all the time
What do you like best about the product?
Managing all of our support accounts in shared inboxes that everyone has access to & can search in real time.
What do you dislike about the product?
Limitations to built in reporting, such as not being able to filter by light agents who are CC'd on tickets without running it through our developers via API.
What problems is the product solving and how is that benefiting you?
We used to have several support email accounts managed all through macmail. This has streamlined our helpdesk ticketing system which has dramatically improved our customer service productivity, and increased our ability to share accounts, monitor quality, set reminders for pending items to send to our email (we even created a custom webhook so it pings us on Slack when a ticket is pending for24, 48, 72+ hours).
Recommendations to others considering the product:
Zendesk has very helpful customer support & is highly customizable. It doesn't do absolutely everything I could dream of but it does so much more than our previous solution & the increase in productivity is well worth the migration.
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It's the defacto standard for small and medium companies
What do you like best about the product?
The flexibility and extensibility of Zendesk is king. You really can't beat it when it comes to all the options to customize your experience. Additionally the API library is pretty awesome, and from my developer colleagues, I hear that it's really easy to work with.
Really, when you work with Zendesk, you know what you're getting.
Really, when you work with Zendesk, you know what you're getting.
What do you dislike about the product?
There's a variety of things that other Help Desks do better, such as mobile integration, workflow customization, and pricing. Zendesk isn't cheap, and their support process can be frustrating sometimes.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
What problems is the product solving and how is that benefiting you?
Scaling our team and creating more custom solutions to help our users is only possible with Zendesk.
Recommendations to others considering the product:
If you need it, you know it. There's few other options when you're working with Support Help Desk software that will give you what Zendesk does, but unfortunately they're not a company that you'll enjoy working with. Sales process is convoluted, and they're unmoving and unwilling to negotiate to find a good fit.
Zendesk
What do you like best about the product?
I love the integration between emails and users. This system has made collaboration so much easier!
What do you dislike about the product?
I haven't found anything to dislike yet!
What problems is the product solving and how is that benefiting you?
This has mainstreamed our ticketing system with our emails and communications with our clients. Zendesk is cutting our time in half!
Recommendations to others considering the product:
Zendesk has so many features and can become your complete system all in one place! Use it!
Not Bad CRM
What do you like best about the product?
- Powerful search tool
- Informative ticket stats
- Easy handling
- Informative ticket stats
- Easy handling
What do you dislike about the product?
Zendesk is designed primarily for tracking and managing customer cases, it is missing many features that are central to most CRM software. You cannot create campaigns within the system nor can you keep track of your sales or generate reports on anything unrelated to customer support tickets.
What problems is the product solving and how is that benefiting you?
Easy for ticket manage, with stat & powerfull search tool
Recommendations to others considering the product:
Zendesk not bad CRM Software.
Easy GUI, with powerfull management.
Easy GUI, with powerfull management.
easy tool for in-app chat
What do you like best about the product?
The simplicity of Zendesk Chat is great - and of course it's integration with Zendesk makes it a no-brainer to use if you are a Zendesk customer.
What do you dislike about the product?
There are a few limitations of what you can do. It's a simple tool, which is great, but then at the same time if you want to do something special, it might be more tricky to do or not possible.
What problems is the product solving and how is that benefiting you?
Having in-app chats with our customers (on a web app).
Recommendations to others considering the product:
It really makes most sense in combination with Zendesk. If you're not a Zendesk user, you might want to use other products.
So happy to be with Zendesk!
What do you like best about the product?
There are so many elements!
I love ZenChat, it has completely transformed the way our live chat support operates. I love that we can customize a widget that will allow customers to quickly search for their answers in our FAQ before starting the chat.
I also really love our FAQ with Zendesk. Previously, we had no way for customers to search aside from category. Zendesk's smart search in the help center is amazing, and is revolutionary in our business's ability to provide excellent customer service.
I love ZenChat, it has completely transformed the way our live chat support operates. I love that we can customize a widget that will allow customers to quickly search for their answers in our FAQ before starting the chat.
I also really love our FAQ with Zendesk. Previously, we had no way for customers to search aside from category. Zendesk's smart search in the help center is amazing, and is revolutionary in our business's ability to provide excellent customer service.
What do you dislike about the product?
There are a few things that I wish Zendesk would implement. We are still implementing, but when we attempted to turn on the ability to forward emails from customers and turn them into tickets, it created a big mess. Zendesk tickets were duplicated and it resulted in a lot of errors.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track and analyze our data from chat and tickets. We are able to pinpoint where we need to improve, and then make changes (ie have more chat agents, work on faster ticket closing time, or create more FAQ entries). Zendesk has saved us time and headaches and our support staff has been ecstatic to switch from our previous provider.
Zendesk
What do you like best about the product?
It's easy to use and navigate. The UI is also appealing and clutter free
What do you dislike about the product?
Some glitches every now and then. Difficulty finding previous cases sometimes
What problems is the product solving and how is that benefiting you?
Helping customers locate dog sitters, process refunds, create cases for other teams
Good for tracking support tickets
What do you like best about the product?
Easy to assign and follow up on tickets. Searching for previous contacts is fast and easy. Makes organization for support personnel extremely simple.
What do you dislike about the product?
Email system strips formatting from text body. Sometimes we get weird "pending ticket notice" emails alerting us to old tickets, but there's no ticket number and the notice doesn't seem to be legitimate.
What problems is the product solving and how is that benefiting you?
Support for SaaS company; easy to maintain very high satisfaction rating.
Great Support Desk System
What do you like best about the product?
Easy to communicate with customers, work remotely, reference historical data and share information with colleagues
What do you dislike about the product?
Sometimes pods of service can go down and be inaccessible for periods of time
What problems is the product solving and how is that benefiting you?
We need to provide technical support to customers using our software. ZenDesk allows us to archive and review historical data, log information about their account, easily collaborate with team members, and share screenshots with customers.
Recommendations to others considering the product:
Excellent platform for client communication and team collaboration. Would recommend!
Zendesk helps keep everything needed for the customer experience on one easy to use software suite.
What do you like best about the product?
On thing Zendeskreally excels at is the ability to easily navigate between the customer support suite of products from one central login.
What do you dislike about the product?
An aspect that Zendesk could improve on would be to implement a more user-friendly way to set up the ticket update alerts. This is a setting that can be found fairly easily, but figuring out how to have the system send an alert if a customer has responded proved challenging.
What problems is the product solving and how is that benefiting you?
Our company started using Zendesk because we needed an all-in-one solution for chat, helpdesk software, and customer ticket management. Before we started using the software, everything was done very piece meal, we had no knowledge base, and no chat available. Now, not only can I manage everything from one easy login, but I have been able to write hundreds of help articles as well as provide a seamless record of all my customer interactions. My customers can also submit tickets via social media, and with Zendesk's many API integrations, I've been able to track JIRA tickets as well as my CRM notes all from my Zendesk dashboard.
Recommendations to others considering the product:
There are several things to consider when deciding to implement Zendesk for your company. First, check to see if the software integrates with other products you're currently using. Linking together other software into Zendesk has proven to be a huge time saver for our company and helped streamline the implementation of support. Another consideration is what pricing tier your company can afford. Zendesk has cheaper options for start-ups, but it comes with limited to no support outside of reporting bugs. Finally, it's worth ensuring that the main admin has the ability and time to use all the training resources, as there are many settings and filter views that can be used within the site for agents and customers alike.
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