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Support on cloud it's a game changer
What do you like best about the product?
Escalability
Easy configuration
User management
Keep track of every incident
Easy configuration
User management
Keep track of every incident
What do you dislike about the product?
Expensive
Mobile expirience could be improved
Very few personalization aspects of low-range licences.
Mobile expirience could be improved
Very few personalization aspects of low-range licences.
What problems is the product solving and how is that benefiting you?
Internal incidences
Client requests, incidents, problems
Keep track of each one and analize data to improve SLA
Client requests, incidents, problems
Keep track of each one and analize data to improve SLA
Recommendations to others considering the product:
Its expensive, but worth it.
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Good helpdesk solution
What do you like best about the product?
Good and cheap entry basic plan, nice interface and workflow.
What do you dislike about the product?
Price of advanced plans, fewer features than other helpdesk solutions.
What problems is the product solving and how is that benefiting you?
helpdesk
customer satisfaction
customer satisfaction
Recommendations to others considering the product:
Good for basic plan, but I think there are better quality/price options for most advanced plans.
My experience with Zedesk
What do you like best about the product?
Zendesk is easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed. The macros and other functions enable easy and quick replies to customer queries and the tagging system allows for queries to be tagged for reporting metrics.
What do you dislike about the product?
For us we use this as a ticketing system for our customers with problems, if we need to send part or a replacement unit, we totally have to change to our other system and order from there, I wish it would have that capability to have that in there.
What problems is the product solving and how is that benefiting you?
As mentioned in the first paragraph - Once you know how all the feature works together and set your automation and trigger rules, this tool makes my life so much easier.
Recommendations to others considering the product:
I heard that Zendesk is easy to implement. The value of using Zendesk is great.
Best Service Desk Application
What do you like best about the product?
So easy to use with limited issues when using.
What do you dislike about the product?
SAML integrating was changing for us to use.
What problems is the product solving and how is that benefiting you?
Help desk
User friendly chat option
What do you like best about the product?
I like the analytics shown by Zendesk. It allows you to break down specific agent information which is helpful. You can check each agents statistics very easily. I also like the fact that it has triggers, which makes reaching out to specific clients a lot easier. I like that we can see who is currently online. If we needed to reach out to a customer, although it may be odd, we can.
What do you dislike about the product?
Honestly, there is not much I can say about what I dislike. If I had to come up with a reason, I would say that the way the chat looks on our client end is very simple. This may be something we can change the look of, but that is not something I am aware of. Another thing that came to mind is the way chats are exported. It seemed very difficulty to find specific chats when exported.
What problems is the product solving and how is that benefiting you?
The company is basically ran mainly through the internet, so we rely on clients being able to chat with us to ask questions, verify new account, etc. Without a chat option, we would most likely have to rearrange a large portion of our tasks.
Recommendations to others considering the product:
I would recommend adding in better export options. The current option makes finding a specific chat a little too difficult and not worth it. This is not something we would use a lot, but would be nice to have in certain situations!
Great for Customers and Customer Service Reps Alike
What do you like best about the product?
Zendesk has made corresponding with customers a breeze. With functions like macros, and merging tickets, it makes forming emails quick and organizing tickets easy.
What do you dislike about the product?
The "internal note" function does not work.
What problems is the product solving and how is that benefiting you?
We were having efficiency issues but having out entire team use Zendesk with macros and shortcuts, has really helped.
Click to Chat
What do you like best about the product?
Multitask possible, whisper chat available gives flexibility to co-ordinate and consult with colleagues to provide accurate response/help to customers. Helps to understand and fix the issues quickly.
What do you dislike about the product?
Few major features not available or available with additional cost like Video call, Co-browsing
What problems is the product solving and how is that benefiting you?
Operations and Sales team wanted solution which can cover all medium of interaction and support to customer also can track lead generation and performance of team members.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Recommendations to others considering the product:
Analyse upfront on the features you really need. You may have to pay extra for some of the essential feature you really want.
Quickly and sorted
What do you like best about the product?
The query mechanism to search trough all the registered cases in zendesk
What do you dislike about the product?
Sometimes when customers attach csv files appear with wrong format in the case
What problems is the product solving and how is that benefiting you?
The issues managed with zendesk are software and configuration mainly
Recommendations to others considering the product:
Tryn to handle and track your open issues with customers
My Zendesk experience
What do you like best about the product?
It is a very powerful tool that if you don't have experience, the learning process can be a bit slow to take full advantage of it, the truth is that the tutorials and its help forum are extremely good.
What do you dislike about the product?
So far, I like the whole system, maybe if something would change it would be the design of the dashboard since it is where you spend most of the day, possibly with a more modern appearance.
What problems is the product solving and how is that benefiting you?
The main problem it solved for us was the response time to requests since managing everything from email became a bit complicated. But with Zendesk Support, we filter all the emails of our interest for follow-up.
Recommendations to others considering the product:
Whatever your industry, Zendesk will support you in internal support or with the end customer. All areas involved in a Customer Journey can be included to manage pending tickets by departments. If you are looking for a tool for Customer Service and follow-up, Zendesk is ideal.
Linking emails and phone calls
What do you like best about the product?
I love the ability to link our emails and phone calls together for all reps to see.
What do you dislike about the product?
Nothing to dislike. But i look forward to using zendesk chat as well
What problems is the product solving and how is that benefiting you?
Being able to link emails and phone calls simultaneously helps increase work flow
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