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Zendesk review
What do you like best about the product?
I love that it tracks my cases accurately and at each stage of completion. It also provides a box for me to comment and also allows me to communicate with internal staff as well as respond to the submitter.
What do you dislike about the product?
Setting up a new request type and assigning it to a user is not an intuitive process.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a central repository to keep track of issues whether there technical or non-technical.
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Easy to use HelpDesk communication tool.
What do you like best about the product?
Setting up ZenDesk for my company's environment was extremely simple. With little efforts, we had a number of agents helping our end users with a variety of needs. Customizing our ZenDesk allowed us to expand from just an IT/Computer HelpDesk to an overall "one stop shop" for a variety of different requests.
What do you dislike about the product?
It can be a little confusing for end users to know where to look for their already existing tickets. We encourage users to check the status of tickets through the web interface, which now defaults to the Knowledge Base. We have had to retrain our end users on how to find the tickets.
What problems is the product solving and how is that benefiting you?
Our end users are able to report problems with their IT/Computer issues. Agents are able to respond back with questions or guidance on how to fix things without have to spend a lot of time in back and forth phone tagging or dispatching technicians to the sites. In addition, when an office is in need of certain supplies (marketing, facility, etc.) they can use the HelpDesk to make those requests and the appropriate agent will take care of the need.
Recommendations to others considering the product:
At a networking event recently, I overheard someone saying their HelpDesk system did not have much flexibility. I instantly gave them information on ZenDesk.
Great for support ticket system
What do you like best about the product?
It's easy to see where each ticket is at based on the need of the customer. Questions that require more research can stay in pending mode with internal, as well as, external notes.
What do you dislike about the product?
The interface looks a little outdated but other than that nothing.
What problems is the product solving and how is that benefiting you?
It has made tracking support tickets so much easier. It also is helping with support emails going to individual people.
Recommendations to others considering the product:
If you need a software where all support related items can go to one place and any user can solve this is the software for you!
A robust platform
What do you like best about the product?
The possibility of connecting messaging platforms into one account, also the emails sent constantly that make it easier to follow-up the customer service performance.
What do you dislike about the product?
There is nothing to complain about. The more you use it the more you learn from it.
What problems is the product solving and how is that benefiting you?
Checking all our ecommerce channels messages was not the best way to optimize processes; with Zendesk it became easier and faster to reply and follow-up tickets.
Recommendations to others considering the product:
Perfect tool to begin to worry less on messaging and more in what really matters.
Good service tool
What do you like best about the product?
I love the ability to pre build macros for easy responses.
What do you dislike about the product?
The integration of the phone. Not being able to log into your phone from the phone app. for an on call support rep it's annoying to have to have a computer near by when you have the app for the phone or iPad that you should be allowed to work from.
What problems is the product solving and how is that benefiting you?
This is our support tool. We use this to track all of our customer questions and issues. It's great to have visibility to my whole team so nothing is ever missed.
Recommendations to others considering the product:
It's quick and easy tool. Easy to learn and has a lot of functionality. Compared to other CRMs it's not as flashy but does a great job where others lack.
Poor Customer Experience
What do you like best about the product?
This program tracks all incoming customer communications and has multiple options for the user to organize them. Its easy to see what your are working on, what others are working on, response time, etc.
What do you dislike about the product?
When you use this software to communicate with customers it sends them an email that says "reply above line" with a line and the number of the complaint. The consumer obviously cant reply above the line, as they simply just need to reply from their email, and having the number of the complaint in the email, not presented as a reference number for them, just as part of the above the line nonsense, looks terrible. It makes no sense, and looks bad.
What problems is the product solving and how is that benefiting you?
Again, the benefits are that this program tracks response time and lets you see your own outstanding tickets, and that of co-workers/subordinates. The matrix and user experience are decent, its the consumer experience that I take issue with.
Recommendations to others considering the product:
I would consider a CRM that gives a better experience for the customer.
Zendesk - Perfect Helpdesk for Small Shops
What do you like best about the product?
How simple it is for us to communicate effectively with our clients. Clients can easily open tickets from a number of sources, but it all comes back to zendesk. This has led to higher client usage than previous solutions.
What do you dislike about the product?
The pricing. As a small shop, we watch every penny and it continues to be a big expense for us. That said, it's a great solution for us, so it's worth the money.
What problems is the product solving and how is that benefiting you?
We needed an effective way to track all client help requests.
Stellar!
What do you like best about the product?
I love that it will add a support ticket as soon as you answer the call. i like that it will give their phone # if you get disconnected somehow.
What do you dislike about the product?
That it doesn't always generate a ticket or that it does not always say how long you were on the call.
What problems is the product solving and how is that benefiting you?
Sizing issues, orders missing, shipping delays, defective items, etc.
Great product
What do you like best about the product?
Everything is very thought through and easy to use. When we have a problem we are trying to solve for customer service or even internal collaboration we have turned to Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
What do you dislike about the product?
I have not found much to dislike about it. it does not have a built in NSAT score tool (only basic are you satisfied, yes/no) which is something we The only issues we have run into are syncing data with our homegrown CRM but that is more an issue with us rather than ZD.
What problems is the product solving and how is that benefiting you?
We are able to easily track the workload of tickets coming in while still providing an excellent experience for our customers. With the ability to segment, prioritize and categorize tickets we have gotten two different departments involved in using it, Customer Success and Technical Support.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
Recommendations to others considering the product:
It is very easy to use and will really help you if you are using email or less sophisticated products to provide customer service.
Overall a great help desk for our team
What do you like best about the product?
The program is pretty customizable -- that is by far my favorite feature. We've had to revamp our helpdesk process a couple times, and, overall, Zendesk is capable of fulfilling our needs every time we did over haul things. If you have SLAs, you can see color coded timers that let you know you are about to break those agreements. The dashboard fives you a lot of flexibility to analyze the data that is important to your team.
What do you dislike about the product?
There are only 1 thing that really bugs me about Zendesk - once you close a ticket, NOTHING can be edited. So if you decided to run an analysis that requires an additional piece of data, there is no way to add.or edit that data point for all closed tickets. For example, we decided to track tickets by individual organizations rather than the unbrella organizations, but all 3 yrs worth of closed tickets could not be changed. We had to export the data and change it outside of Zendesk, which is okay, but it was seriously inconvenient.
What problems is the product solving and how is that benefiting you?
A platform for our product/customer service to team to improve how we communicate with customers that need help with our product.
Recommendations to others considering the product:
This is the only helpdesk software I have ever used, and don't think I would consider other ones at the moment. It's easy to use, customizable, and has great data analysis tools.
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