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Use Zendesk for team tickets.
What do you like best about the product?
Multiple people on one platform. Easily can share tickets and information with other teams. Easily can create the suite for the team's needs.
What do you dislike about the product?
Although there is a guide, I wish we had one person to meet with and help desgin Zendesk in a way that works for us. Have to take hours learning how to do something and it maybe works the first time after following instructions.
What problems is the product solving and how is that benefiting you?
Creating a better automated chat experience. AI.
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CSM Zendesk Support Suite Review
What do you like best about the product?
I love Omnichannel routing; Agent Live Status, Skills Based Routing, and Agent Capacity have been very beneficial for our workflow, even with a small team.
A+!
A+!
What do you dislike about the product?
I do not like that you cannot have multiple business hours for global companies. We are still small <100, so paying for Enterprise vs. Professional is not worth it.
What problems is the product solving and how is that benefiting you?
Zendesk helps us anticipate what our customers need and efficiently solve their problems. It allows our team to work in one centralized platform and increase productivity.
View from a Fintech Customer Support Manager
What do you like best about the product?
the best aspect to me about ZD's Support Suite is the capability of having all active agent channels in one software for better communication transparency & organization of customers interactions
What do you dislike about the product?
I just came back to using ZD after my first usage starting in 2012 & it seems to me that with the additional features, there's a lot more bugs that can be problematic
What problems is the product solving and how is that benefiting you?
it solves the headache of organizing day to day service interactions with our customers since it does this for us automatically being the one CRM we use to communicate with all customers
Intuitition built in one application
What do you like best about the product?
Everything channel of communication is centralized and easy to access in order for staff and managers to get together and answer help tickets in the best way.
What do you dislike about the product?
There is a small learning curve in order to adjust the admin settings to best suit your team but it is a small learning curve.
What problems is the product solving and how is that benefiting you?
It is organizing all of my tickets into manageable piles of work
Zendesk, the simple solution for your complex needs.
What do you like best about the product?
Zendesk is simple to use, the no-code development and point-and-click creation make it quick and easy to deploy new fields and new forms, and create reports or dashboards quickly.
What do you dislike about the product?
Integration with Zendesk creates issues by having to use tools such as Exalate, it tends to be more problem than it is worth to connect other ticketing tools to Zendesk. Linking of additional tools such as PowerBI requires middleware due to the quality of the data received through the Zendesk/PowerBI App and using other Microsoft tools such as PowerAutomate is lackluster due to the non-exposure of custom fields.
What problems is the product solving and how is that benefiting you?
We have other request types that are not related to support tickets like Software Enhancement Requests or Professional Service Requests that we have been able to create custom forms and then integrate that data into Microsoft Dynamics CRM for SOW creation and tracking. The Zendesk piece of that solution enables us to display those requests on customer-facing dashboards so they can track the status of the requests.
Ehhhh
What do you like best about the product?
They are very quick to respond and I love the PENT team my org was assigned. The knowledge base is extensive and easy to navigate.
What do you dislike about the product?
I don't love the responses I get. I'm not the most tech-savvy and some of the responses I get are a bit over my head. Sometimes they point to articles in their knowledge base, but the articles can sometimes be HUGE and hard to pinpoint exactly what you need in that article. Even when I provide screenshots of error messages, sometimes I haven't gotten a glimpse of a resolution/fix and instead a generic 'well I logged into your instance and didn't have this problem' and that's a bit insulting.
What problems is the product solving and how is that benefiting you?
Routing and tracking of issues
Our Primary Tool and its steady improving
What do you like best about the product?
Zendesk make the ticket support expierence very simple. Its easy to use and can be setup quickly. They are also adding features pretty regulary that have really imrpoved the expierence. The interface is also very simple for the agents and make communication between team member s easy.
What do you dislike about the product?
The one drawback of Zendesk being simple is that it lacks some basic features. This is especially true with automation. Although I can usually find a work around, it makes the process uneccesarily comlicated.
What problems is the product solving and how is that benefiting you?
It helps us to organize our issues through tickets and groups in a way to make it faster for the agents then email. It also helps to monitor our helpdesk through reporting and making sure employees issues dont get left unsolved.
Ol' reliable with a few new tricks just can't be beat
What do you like best about the product?
consistency, reliability, and ease of training new team members
What do you dislike about the product?
lack of social integrations, settings in multiple different places for different parts of the platform.
What problems is the product solving and how is that benefiting you?
Keeping track of support tickets, keeping them organized and allowing us to reference the user journey before submitting a ticket.
All in One Space for Detailed Customer Concerns
What do you like best about the product?
Having one place where emails, calls and more can be documented in real time to quickly assist the customer as well as my coworkers.
What do you dislike about the product?
Integration with applications. We also use Aircall and it's not as simple as I'd prefer.
What problems is the product solving and how is that benefiting you?
Allows me to priortize tickets I am working, while also communicating with the client and documenting all work put into issues/work.
A robust and easy to use Ticket Management System
What do you like best about the product?
It allows to create a handful of business rules that allow a seamless experience to the agents and at the end of the day to the customer we serve as a software company.
What do you dislike about the product?
At the moment, I would like many features that are offered via third-party applications, to be developed natively; this would allow a simpler configuration fo the tool.
What problems is the product solving and how is that benefiting you?
It allows the company to serve our customer base when they have technical support inquiries and streamlines all the internal processes that guarantee effective and quality response interactions.
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