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Zendesk for Customer service interactions & requests
What do you like best about the product?
A great option to keep our Customer sample requests organized. Tools are great and we hace a number of ootions to personalize certain apsects of our Customer interactions
What do you dislike about the product?
The Only thing I find a bit difficil in the control options It has a lot if options andnote very user frendly for a normal person (not a techo person) also you can Only Select 100 tickets at a Time would like to Select more
What problems is the product solving and how is that benefiting you?
Would like to Select over 100 tickets at a Time. Somethimes for some reason the same ticket interactions creates diferente tickets when It should Only keep the onw ticket #
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Excellent Product, Requires Extra Care
What do you like best about the product?
It's easy for agents to use and has a vast amount of options for customization.
What do you dislike about the product?
There are too many things that require coding/web hooks/targets instead of being baked into the normal trigger/automations options.
What problems is the product solving and how is that benefiting you?
We're using ZD as an option for support for entire organization and several departments. Nice for all to be in one place.
Excellent for taking care of the little things
What do you like best about the product?
The biggest upside for my team is the bot. It's such a powerful tool to take over transactional questions, freeing time for the more crunchy ones.
What do you dislike about the product?
The biggest downside I've found is that it doesn't track user past activity. For instance, if a customer writes in, it doesn't tag and track them for later.
What problems is the product solving and how is that benefiting you?
It is taking a burden off of our small CS team to help customers more quickly, and putting all points of contact in one place.
The whole package
What do you like best about the product?
I like that phones, chat, and email can all be answers in one place! I also appreciate the reporting and custom reports that we can create!
What do you dislike about the product?
I think the interface could use an update. It's kind of outdated.
What problems is the product solving and how is that benefiting you?
Zen desk support is allowing educators and district admin to reach out to us with their varrying issues.
Decent, plenty of limitations
What do you like best about the product?
User-friendly, accessible UI, agents don't gind it overwhelming.
What do you dislike about the product?
Zendesk almost forces you to act in the way it wants, rather than customising based on how you'd like to use the system.
What problems is the product solving and how is that benefiting you?
Provides us a system to use to speak with our customers via multiple channels whilst also providing our help centre too.
Senior Manager of Operations
What do you like best about the product?
Different forms of communication / address book.
What do you dislike about the product?
Can't mass email or text users. Phone numbers don't often match with use names
What problems is the product solving and how is that benefiting you?
Live support and follow up with the chat box
One of the best CRM I have worked with
What do you like best about the product?
The ease of access to almost everything in one screen.
What do you dislike about the product?
The layout seems outdated and integrating sell into support
What problems is the product solving and how is that benefiting you?
Allowing one touch access in one main screen helps be very efficient
Overall good experience but missing that intuitive usage
What do you like best about the product?
Regroup all of the customers request in one place.
What do you dislike about the product?
It's frustrating creating the chatbot. Very difficult too understand
What problems is the product solving and how is that benefiting you?
Responding to clients
Help customers integrate our service with zendesk
What do you like best about the product?
Easy to integrate
Multi language support
Analytics and reporting
Multi language support
Analytics and reporting
What do you dislike about the product?
Price
Complexity
Integration effort
Technical issues
Complexity
Integration effort
Technical issues
What problems is the product solving and how is that benefiting you?
CRM
Heavy learning curve but worth it
What do you like best about the product?
Customization! Zendesk offers a wide range of triggers you can customize to automate tasks and make workflows super efficient. Compared to HubSpot service, Zendesk takes the cake.
What do you dislike about the product?
The learning curve. Obviously, every new tool has a lot to absorb. Zendesk is no different. It requires a good amount of reading, testing, and collaborating to get it set up just right.
What problems is the product solving and how is that benefiting you?
Zendesk handles all of our customer technical support communication. It provides us a wealth of data to use in product decisions, knowledge base topics, and self service pathing
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