Zendesk Suite
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Zendesk for IT Helpdesk
What do you like best about the product?
The fact that it is cloud based and accessible from most anywhere with access to the internet. There are also apps for iOS and Android devices that makes working help desk tickets and support requests easier from most all mobile devices.
What do you dislike about the product?
It could be more customize-able and it could have better feature to brand it to make it look like like your organizations web site. It is too expensive and you have to pay on a per support user as opposed to just a flat rate. They may have a flat rate that I do not know about. But, if they do have a flat rate then I would be quite certain that it would be well out side of what our budget would allow.
What problems is the product solving and how is that benefiting you?
we started using the product for IT help desk and support services at first. But, we have now added other depts to it such as the printing dept, web services, maintenance requests, and other similar depts.
Recommendations to others considering the product:
Simply give them a call and set up a webinar and let them show you what it does and see if it is a good fit for you. Also, do the same with other help desk software solutions. Compare all of them before you decide which one is right for you.
ZenDesk is flexible and a great way to manage the flow of work
What do you like best about the product?
I really loved the metrics we could get out of the system, and being able to have the client respond in-line with the issue via the automated emails.
What do you dislike about the product?
I have recently changed jobs, and I have gone from ZenDesk to now Jira Service Desk for support tickets. Unfortunately, I'm a bit spoiled and miss ZenDesk.
What problems is the product solving and how is that benefiting you?
For us it was to provide excellent reports that helped the client team tell the story of what was going on with their project or application deployment.
Recommendations to others considering the product:
Get referals and see how they can help you streamline the process
Great for support tickets management
What do you like best about the product?
Zendesk makes it easy to manage the "support" via professional emails. The interface is simple and friendly to use.
What do you dislike about the product?
The different ways to customize and tweak your Zendesk account and dashboard are mostly hidden and hard to find or implement.
What problems is the product solving and how is that benefiting you?
It allows the support team to manage support tickets.
Recommendations to others considering the product:
Make sure you consider other alternatives, especially for small-scale operations
Great service
What do you like best about the product?
Great service, easy to learn and allows faster access to customer inquiries. Anyone who knows how to use it can jump on.
What do you dislike about the product?
Dislike that it isn't customizable with your company logo or color scheme. It feels a little generic.
What problems is the product solving and how is that benefiting you?
The most common thing that we use this for is customers wanting to confirm that their product personalization requests are understood. As a company that offers customization, this is very important
Recommendations to others considering the product:
I absolutely recommend using zendesk, especially the live chat option if you receive a high volume of customer service inquiries. I forget the exact numbers, but my company saved so much money by implementing zendesk. We are no longer spending an entire work day answering a backlog of emails.
Good product
What do you like best about the product?
Ease of use, quick adaptation, straightforward
What do you dislike about the product?
Somewhat convoluted system, it's another thing to check, something else to log into. I have had some problems in the past with tickets being closed prematurely but I usually chalk that up to user error. It isn't a problem with the system, I'm sure.
What problems is the product solving and how is that benefiting you?
I know our web department uses the ticket system to manage requests. They really seem to love it.
Recommendations to others considering the product:
Good product, check it out!
Easy but lacking some fucntionality
What do you like best about the product?
The look and feel of the application is inviting and easy to read/use
What do you dislike about the product?
There are a couple functionality issues, one being not be able to search by date
What problems is the product solving and how is that benefiting you?
I am able to track and manage modifications and troubleshooting items easier and with more organization.
Recommendations to others considering the product:
This help desk product is very user friendly and has a great look and feel to it. There are some functionality issues with it but not enough to not use this product.
It's an DECENT Chat Support Tool
What do you like best about the product?
Like the fact that -
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
What do you dislike about the product?
- UI could get better
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
What problems is the product solving and how is that benefiting you?
- Supporting users and answering questions of online visitors.
Recommendations to others considering the product:
We're also using Intrecom and not happy with it's reporting. I've personally used Drift which is headed in the right direction but don't have the authority to implement it in the org.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Zendesk, really useful as a common inbox, maybe not so much for big helpdesks
What do you like best about the product?
The ease of set-up and the support in the ecosystem is pretty big
What do you dislike about the product?
Zendesk feels and acts like it's back in the stone age, where I see a lot of new systems popping up that are more into the 'conversation' with the customer, Zendesk is still sending out automated reminders, confront users with 'tickets' and makes it feel like we're a big company. But we're not.
What problems is the product solving and how is that benefiting you?
Customer support, best thing is that we now have a system in place that is a 'unified inbox', a place where we can share responsibility for our customers.
Recommendations to others considering the product:
if you're willing to invest in a support ecosystem, including a helpcenter, I think Zendesk is a good choice. If you consider moving towards 'conversations' with customers and being more social (instead of less, which Zendesk seems to prefer) then look further.
Decent ticketing system
What do you like best about the product?
View several tickets all from one browser tab. Tagging allows you to easily search and filter for tickets. Chat and Phone system built in.
What do you dislike about the product?
Zendesk can be slow and has several outages over the past 2 years.
What problems is the product solving and how is that benefiting you?
Providing customer support, keeping track of customer requests and feature requests
Recommendations to others considering the product:
Zendesk supports various integrations, including a slack integration. There can be unexpected outages.
Basic Support Platform
What do you like best about the product?
Ticketing History and tagging allows me to easily to see past responses and conversations with customers, which is helpful. I also like the integration with our Help center/Help Docs. If I am unsure on a topic, a quick search of keywords allows me to pick up on past tickets quickly and reuse responses.
What do you dislike about the product?
Integration with Jira is slow. The system itself is sometimes slow and seems to have bugs related to submitting tickets.
What problems is the product solving and how is that benefiting you?
Allows us to interact with customers and provide customer support through a ticketing system.
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