We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.
Zendesk Suite
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TeamZendesk
What do you like best about the product?
Zendesk is very easy to use and has many features.
What do you dislike about the product?
There was ntohing to complain about. I've been very content with using this app.
What problems is the product solving and how is that benefiting you?
I can communicate with our tech support if need be with no hassle
Helps maintain SLA compliance but report generation is still slightly
What is our primary use case?
How has it helped my organization?
Tracking analytics through Zendesk has given us insight into request complexity and helped maintain SLA compliance. By tracking not just closure but closure against certain KPIs, we've experienced enhanced productivity and accountability.
What is most valuable?
The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes.
What needs improvement?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as well as a knowledge base similar to ServiceNow's.
For how long have I used the solution?
I have been working with Zendesk for more than fifteen years.
What do I think about the scalability of the solution?
Zendesk is easy to customize and integrate into existing workflows, as per my understanding.
What's my experience with pricing, setup cost, and licensing?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
Which other solutions did I evaluate?
Zendesk seems to be a more cost-effective product compared to ServiceNow, which offers more features.
What other advice do I have?
I recommend maintaining a manageable price point.
I would rate it a seven out of ten.
Functional and best in field
What do you like best about the product?
functionality, support quality, customizability, integrations with everything
What do you dislike about the product?
lacking depth in integrations, long time for feature release
What problems is the product solving and how is that benefiting you?
One stop shop for all our customers needs in one place
The sales experience could use help.
What do you like best about the product?
We are new to the platform and the thing that I like most is the reporting.
What do you dislike about the product?
The sales process has caused our project to roll out much later than desired.
What problems is the product solving and how is that benefiting you?
It's not been depolyed just yet.
Maximizing Member Engagement Through ZenDesk Communication Options
What do you like best about the product?
I appreciate the functionality in ZenDesk that enables us to engage in more effective and meaningful conversations with our members through various communication channels such as email, live chat, phone, or social media.
What do you dislike about the product?
I don't have any strong dislikes, but if I may offer a suggestion, it would be to update the site to a more modern design.
What problems is the product solving and how is that benefiting you?
ZenDesk helps bridge the gap between communication channels by providing all the tools needed in one central location for various applications.
Good base software but not flexible enough
What do you like best about the product?
* Specialist support software
* Good UI
* Good support portal
* Nice workflows and automations
* Good UI
* Good support portal
* Nice workflows and automations
What do you dislike about the product?
* Not very flexible on lower plans
* Can be difficult to mask it's ZenDesk
* Can be difficult to mask it's ZenDesk
What problems is the product solving and how is that benefiting you?
* Providing self service support to customers
* Providing ticket management internally
* Providing ticket management internally
Great from what I experienced.
What do you like best about the product?
I like that It was simple to use and access after learning more about the basics.
What do you dislike about the product?
I think everything is great from what i've seen but I just havent utilize this program as much to give a full review
What problems is the product solving and how is that benefiting you?
I am not sure what problems I would encounter due to the lack of usage I utilize this.
Easy to manage tickets
What do you like best about the product?
Zendesk allows you to easily manage tickets and stay organized by client/account and user. It also connects to Salesforce, which is helpful.
What do you dislike about the product?
There could be more automated/templated responses.
What problems is the product solving and how is that benefiting you?
Easier to track interactions, and allocate to teammates.
chat bot is great, helpful features are extra & customer service is ironically terrible
What do you like best about the product?
chat bot with pre-loaded questions, canned responses
What do you dislike about the product?
customer service is very cumbersome and unhelpful
What problems is the product solving and how is that benefiting you?
chat bot to filter commonly asked questions
Useful Automations
What do you like best about the product?
Setting up automations makes using zendesk super quick to go through tickets
What do you dislike about the product?
I wish that there were more AI features like automatically suggesting certain replies
What problems is the product solving and how is that benefiting you?
We are able to answer customer support queries
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