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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!
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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.
I like Zendesk
What do you like best about the product?
The easy user interface and compatibility with all computers
What do you dislike about the product?
I have heard that reporting is better for higher tiered pricing but the reporting on the low price points is very inadequate.
What problems is the product solving and how is that benefiting you?
Our company has people on all sorts of platforms and zendesk helps ease of communication.
Bring the Zen to your Desk
What do you like best about the product?
I love the fact that Zendesk takes the time to not only listen to their customer feedback but that they actually make the necessary changes to the system. They are constantly making updates to improve functionality, ease of use, and the style / look of the interface.I also love the advanced analytics and reporting. It is extremely detailed and the customization is great!
What do you dislike about the product?
The only thing I do not like....not that it is necessarily a bad thing....is that we have to use a separate app for establishing a round-robin ticket assignment between our agents. I feel it should be integrated into the actual ticketing settings section.
What problems is the product solving and how is that benefiting you?
We utilize ZenDesk in order to have another channel of communication outside LiveChat and PhoneCalls for our customer base. . We are able to keep track of business inquiries sent directly to our "support" department.
Recommendations to others considering the product:
Zendesk is constantly taking their user feedback and improving their systems. In the last 4 years- I have been more than impressed with the changes that have been implemented.
Good product that can be used for your website client real time interaction
What do you like best about the product?
I am part of a company called wiwo and open-school is our one of the major product.
we have integrated zopim to our open-school website for the direct interactions to the website visitors.
i am using zopim from the last two years. its simple and very much user friendly more over i like very much the latest update. i am using their free version.
Zopim allows me to check the the past offline messages, can be group based on the visitor's country etc.
all i want to say zopim has all the major required features for the online chat application.
we have integrated zopim to our open-school website for the direct interactions to the website visitors.
i am using zopim from the last two years. its simple and very much user friendly more over i like very much the latest update. i am using their free version.
Zopim allows me to check the the past offline messages, can be group based on the visitor's country etc.
all i want to say zopim has all the major required features for the online chat application.
What do you dislike about the product?
The features is limited for the free version for example we can only interact with one web user at a time.
only a limited chat history is available in my version.
must be able to share files during the chat.
only a limited chat history is available in my version.
must be able to share files during the chat.
What problems is the product solving and how is that benefiting you?
using zopim as the tool for the interaction with the website visitors.
Super simple support system
What do you like best about the product?
Really easy to use, runs our full support.
What do you dislike about the product?
Nothing stands out at the moment that seriously irritates me.
What problems is the product solving and how is that benefiting you?
Runs our support queries with a very easy to use ticketing system. We also use their FAQs, which was way easier than developing our own 'FAQ section in your webiste.
Recommendations to others considering the product:
Really simple, quick to use. I like it.
Professional & Easy to Use! Recommended!
What do you like best about the product?
Zendesk is easy to use software we mainly use it for Customer support but it also have option for creating knowledge base which i great. We plan to use that feature in near future.
The UI is designed for ease of access, it performs good in modern browser the search functionality helps a lot while try to find old ticket for a particular customer. UI color can be customized.
Customers can directly reply for a ticket from their email address. It is a great feature to have. When solving a customers ticket we can put private notes that is only visible to staffs which allows better communication within ourselves.
Zendesk also have Android/iOS app that I can use while I am not in my desk or traveling.
The UI is designed for ease of access, it performs good in modern browser the search functionality helps a lot while try to find old ticket for a particular customer. UI color can be customized.
Customers can directly reply for a ticket from their email address. It is a great feature to have. When solving a customers ticket we can put private notes that is only visible to staffs which allows better communication within ourselves.
Zendesk also have Android/iOS app that I can use while I am not in my desk or traveling.
What do you dislike about the product?
One complaint I have is that they sends too many emails to the email address associated with the account by default.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to provide support to our customers. We had noticed huge spark on productivity from our support personnel after we switched over.
Recommendations to others considering the product:
Zendesk is one of the best support desk software if not the best. If you are considering a new support desk software you can surely try it. They have trial period.
Good chat software
What do you like best about the product?
I like this chat software because its totally cloud based, easy to manage and configure. I like that the chat shortcuts are simple to execute and that it easily shows the visitors site path and search terms
What do you dislike about the product?
I do not like that I cannot filter language, such as curse words or key words I do not want my employees to use.
What problems is the product solving and how is that benefiting you?
We are now able to answer quick questions and provide information when customers have trouble finding it on our website or do not wish to call us.
An Intuitive Ticketing System
What do you like best about the product?
Options are laid out easily for both the customer and the Zendesk user.
What do you dislike about the product?
Some of the settings are not always obvious, but this mostly pertains to the admin interface.
What problems is the product solving and how is that benefiting you?
The ability to provide support for users both internally and externally.
Simple to set up but not always intuitive
What do you like best about the product?
Zendesk is generally pretty easy to navigate as an agent, admin, and hopefully customer. The look and feel of the UI is clear and uncluttered, and in the three years we've used them, Zendesk has made significant improvements in the ability to handle multiple languages in our Knowledge Base.
What do you dislike about the product?
There is some inconsistency in how administrators can set up views and triggers (which filter options show up as options), and some seemingly simple options, such as BCCs and the ability to schedule a task for a specific time, have been left out of the product despite years of requests by Zendesk customers.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide a Knowledge Base and contact interface for our customers, and our agents respond to both direct contacts and customer community posts in Zendesk.
Recommendations to others considering the product:
This is a great, quick-to-implement option for small companies or start-ups. It's "getting there" with providing needed functionality for more complicated business models, but if you're in that bucket make sure you have the resources to provide your own customizations.
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