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Zendesk Saves time
What do you like best about the product?
Super easy training for CSRs and a great communication tool for our customers. Easy to set up marcros, easy to review photos sent in by customers, and easy to set up agents and groups. Automation of replies makes it simple to use, and effective for customers. Triggering integrations with our instant messaging software gives us notificaiotns within groups for a quick response time.
What do you dislike about the product?
Not much to dislike,, some of the automatically turned on features out of the box are hard to get shut off, if you aren't using the whole package, as we are.
What problems is the product solving and how is that benefiting you?
Primarily customer communication, but we use Zendesk to keep track of how our CSRs are handing issues that may come up and we use it to help rate the CSRs based on customer satisfaciton ratings gathered through Zendesk.
Recommendations to others considering the product:
Give it a try, the free trial time will give you enough confidence to go live with it. Make sure you read up on using macros, and the automaiton that's built in, they will both save you time and get you up and running and helping your customers faster.
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Zendesk has made BeyondPay a better company
What do you like best about the product?
How easy it is for our customers and employees to use.
What do you dislike about the product?
It is expensive, especially the add-ons like Chat and Talk. Enterprise is cost prohibitive imho.
What problems is the product solving and how is that benefiting you?
Our main objective was to get a handle on customer questions and issues getting lost in email. The main benefit has been the balance of pulling in "cc'in" the appropriate people to accomplish an issue, but having an assignee that is on the hook for getting the issue resolved and following through. We have seen our customer satisfaction dramatically increase, along with our ability to scale indefinitely.
Recommendations to others considering the product:
Every year or so I sign up for evaluations of other providers, and while I suppose each one has its neat features, I still think Zendesk is the best. Easy to use, flexible to setup custom rules, nice self service help desk, and tons of integrations with all the various apps we try out. I wish they had a bit more flexibility with the permissions between Admins and Agents--as we end up having to give more permissions to our employees than I would prefer, but overall, it is the best solution for help desks for B2B business--at least for our industry where we deal almost exclusively with direct questions from business individuals.
I love Zendesk
What do you like best about the product?
It's very user friendly and I love how it links to my email so I know when IT responds to my ticket.
What do you dislike about the product?
If I have more than one ticket open, it's hard to manage all of them and make sure that they all get resolved.
What problems is the product solving and how is that benefiting you?
Zendesk helps with IT issues, programming, setting up PC's, etc.
Zendesk review
What do you like best about the product?
Not very much. But I’d say the ability to organize and find emails quickly.
What do you dislike about the product?
Lots. It’s glitchy. The Zendesk “apps” have to be refreshed alllll the time. It doesn’t link with our main software very well—lots of data entry. Too much data entry!
What problems is the product solving and how is that benefiting you?
Customer and partner support for Postmates users
Recommendations to others considering the product:
Maybe find another software...plus the aesthetic is awful.
Zendesk is real!
What do you like best about the product?
What do I like the best with this product? Zendesk was so useful for me as an agent (customer representative). We're using this product to answer and assist customers concern and give them a satisfaction. I like to be commended using this or be rated for good. If you don't have enough knowlede about the concern you handle you can search for the similar macros to use it.
What do you dislike about the product?
What do i dislike in this product is so far i don't have any comment i just want to kindly put another things like background.
What problems is the product solving and how is that benefiting you?
I solved a lot of concern when it comes to delivery matter. Once we give them the answer their concern they will rated us with good.
Recommendations to others considering the product:
NO other commendations just kudos and keep us user to meet the expectation for using it :)
Not a very great UI. Not easy to use
What do you like best about the product?
Solves the basic purpose of ticket support
What do you dislike about the product?
THe User experience is pretty old-styled. It can be made much better for ease of use
What problems is the product solving and how is that benefiting you?
Ticket support
Recommendations to others considering the product:
Solves the purpose. Not great UI
Zendesk great for scalability
What do you like best about the product?
The ability to dig into reporting, and accurately present solutions to customers while improving their experience and our agents’.
What do you dislike about the product?
Seemingly simple things such as ensuring emails are received by customers, and forwarding emails, are exponentially more complex than they should be.
What problems is the product solving and how is that benefiting you?
Providing timely, honest, human-to-human customer care. It makes processes easier for our agents and finding answers easier for our customers.
Good
What do you like best about the product?
It is easy to use and streamline and effective
What do you dislike about the product?
Still needs improvement though not bad at all
What problems is the product solving and how is that benefiting you?
It is good
Easy to use for non-technical ticketing systems too!
What do you like best about the product?
I adopted Zendesk for my non-tech team in order to support internal employees. I was nervous about adoption, unsure that my team would be able to adapt to Zendesk when a lot of our work is not necessarily technology related. However, I've been using Zendesk for almost a year with my team (though my organization has been using it longer) and I couldn't imagine life without it! From "canned responses" to easy escalation, Zendesk has made my daily workload so much more manageable.
What do you dislike about the product?
I think there is some confusion about how and when to utilize Zendesk Support on the user-end of things (instead of sending an email or calling), but I think this is more so a shortcoming in implementation and not the fault of Zendesk's.
What problems is the product solving and how is that benefiting you?
I am able to tackle issues that arise much more quickly. I work in a non-technical support role and, compared to email, Zendesk ticketing is much faster––I can speed through ticket requests by re-assigning tickets as necessary (instead of "looping in" another employee/team), I can use canned responses that are tailored to the specific message (instead of having to type "Hi [name], Thank you for reaching out." in every email), and answer tickets in batches (instead of having to reply to each email individually).
Additionally, the Zendesk Self-Service option is really great in letting me create comprehensive support documentation.
Additionally, the Zendesk Self-Service option is really great in letting me create comprehensive support documentation.
Zendesk is the best!
What do you like best about the product?
Zendesk allows our teams to work in an organized manner and be cross-functional with one another. It's very important that we can log problems in our software platform and triage appropriately.
What do you dislike about the product?
I'm not that big of a fan on the navigation. I often find it confusing to navigate and it can be difficult to find tickets that pertain to given are of concern.
What problems is the product solving and how is that benefiting you?
Our biggest issue is tracking and being accurate with what is in our pipeline. Zendesk helps us remain on task and set our priorities so that we can focus on what is most pressing first and create a backlog for the things that can wait. Zendesk is great at helping us set our priorities.
Recommendations to others considering the product:
I would certainly recommend zendesk to any company that needs to set a priority. In supporting software we have alot of issues that require our prioritization. Being able to set a task list has been imperative to our success.
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