My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.
Zendesk Suite
ZendeskExternal reviews
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An cloud-based customer service platforms sold on a software-as-a-service (SaaS) model
What is our primary use case?
How has it helped my organization?
This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.
For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.
What is most valuable?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions.
What needs improvement?
As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests.
For how long have I used the solution?
I have been using Zendesk for the past 2 years.
What do I think about the stability of the solution?
The platform has been stable and mature, with no reported issues or difficulties in usage from our customer success teams.
What do I think about the scalability of the solution?
My experience with Salesforce Essentials has been positive in terms of scalability and I’ve witnessed organizations scale rapidly.
Which solution did I use previously and why did I switch?
I believe Zendesk and FreshDesk are among the better tools available, especially for medium-sized businesses scaling up. But I haven’t used them personally. I've heard that Zendesk is more popular and commonly used in customer service-related functions.
How was the initial setup?
I'm using the cloud version of Salesforce Essentials, so we haven't customized it using APIs or deployed any specific configurations.
What other advice do I have?
I would rate Zendesk as 8 out of 10 based on my experience. There's room for improvement in terms of usability, navigation, and implementing AI elements like chatbots for quicker access to information. I would recommend Zendesk to others.
Tracking changes and modifications
What do you like best about the product?
The ability to track my assets and who I assign them two when setting up a new customer is very nice.
What do you dislike about the product?
Its hard to search for certain words or phrases when looking for an old ticket.
What problems is the product solving and how is that benefiting you?
I am able to see who contiously has the same or similar issues.
Great but expensive product for customer feedback
What do you like best about the product?
Easy to use tools. It was turnkey to train my team and we are already seeing the impact of a centralized system for customer feedback.
What do you dislike about the product?
The program cost per agent is extremely expensive when you're a small non profit.
What problems is the product solving and how is that benefiting you?
We had messages coming into one email address and it was challenging from a work perspective in that we weren't able to have a team responding.
Great ticketing system for technical support
What do you like best about the product?
I like how easy it is to use, how it integrates with our phone provider and our meeting/webinar host. Very easy to create custom macros to help automate frequently-used functions.
What do you dislike about the product?
I would like the ability to associate an email address to more than one contact, as well as using multiple shared phone numbers for contacts.
What problems is the product solving and how is that benefiting you?
Allows us to have all our support tickets available & easy to find, as well as have different people involved when necessary.
Effortless Customer Support
What do you like best about the product?
Easy to use.
Auto reply feature to the customers.
Convenience for both customers and support agents.
Auto reply feature to the customers.
Convenience for both customers and support agents.
What do you dislike about the product?
The cost is a little bit high to use Zendesk.
Complex to set up.
Complex to set up.
What problems is the product solving and how is that benefiting you?
It helps to manage the tickets regarding issues which are reported by the customers and it really helps when there is needed to talk with customers on call.
Its auto-reply feature to the customers and auto-generating ticket feature save a lot of time.
Its auto-reply feature to the customers and auto-generating ticket feature save a lot of time.
Empowering Support Teams
What do you like best about the product?
Live chat feature with clients.
Easy to use.
Auto reply feature of the Zendesk.
Phone call option.
Easy to use.
Auto reply feature of the Zendesk.
Phone call option.
What do you dislike about the product?
Complex to set up for the first time.
Its cost is high.
Its cost is high.
What problems is the product solving and how is that benefiting you?
It helps to chat with customers and streamline the support process for the team.
Auto reply feature is very beneficial and auto generating the ticket for the customer in case of unavailability of the team.
Auto reply feature is very beneficial and auto generating the ticket for the customer in case of unavailability of the team.
Best customer support tool
What do you like best about the product?
Helpdesk, chatbot and Analytic are the best
What do you dislike about the product?
New feature customization is not available on spot or for any deadline
What problems is the product solving and how is that benefiting you?
It is solving to streamline the complete support team, with the best performance outcomes
Most amazing part is analytics where you can know and track individuals performance
Most amazing part is analytics where you can know and track individuals performance
So far so good, but we are still working on implementation.
What do you like best about the product?
Organization and prioritization of work in one consistent place, instead of individual emloyee's private emails.
What do you dislike about the product?
Change. Change is always hard and breaking habits ato utilize something that will ultimately make us more efficient has been the biggest hurdle to overcome.
What problems is the product solving and how is that benefiting you?
One consistent location to work out of instead of individual employee's personal/private emails.
It's excellent to manage support queries.
What do you like best about the product?
I like the interface of Zendesk, and it's very easy to understand and implement with other software. We are able to efficiently manage the customers' queries that we get. We are using it as our primary support software and use it regularly. I like how we can use different statuses for the tickets created in Zendesk, and tagging fields are also very helpful to sort out the queries.
What do you dislike about the product?
Sometimes, it gets stuck at loading; however, zendesk support team was able to help us in resolving the same.
What problems is the product solving and how is that benefiting you?
It's providing as entire customer service solutions.
Good for big and small organizations
What do you like best about the product?
The biggest thing for me was the ease of implementation. We are a small business (55+ staff) and needed a solution for our external customers and interal staff use. Zendesk seems to fit the bill and was up and running with miminal fuss. I really like the ease of use. You can make the implementation as big and complex or as small and simple as you like.
What do you dislike about the product?
The biggest draw back for me is that agents can't open an attached file from the ticket page. If you click on the attachement it immediately downloads. That confuses my agents. When right clicking on an attachment there is no option to "view" or "open with." This is a really big disappointment to my staff. Additionally, I don't like the fact you can't just create folders to organize your Macros in. You have to include the name of the fold in the name of the macro and separate them with a double colon such as foldername::macroname.
What problems is the product solving and how is that benefiting you?
We used to do internal IT support via chat and things quickly could get lost in the mix. Additionally we used email to service external customers. Again easy for things to get dropped and the email client was often over burdened and slowed by the shared mailboxes. Zendesk helped eliminate both of these issues.
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