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Zendesk
What do you like best about the product?
Super useful to organize tickets. Many uses include creating articles for clients.!
What do you dislike about the product?
You can’t go back to a close ticket to categorize it. Also, it has its own limits about what you can do.
What problems is the product solving and how is that benefiting you?
We use zendesk for multiple different tasks. It is helpful to keep track of help desk tickets.
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Helpful, wish there was more!
What do you like best about the product?
This program is great for lead management
What do you dislike about the product?
The formatting should have a rich text editor
What problems is the product solving and how is that benefiting you?
We are bringing in new people at a rapid rate, and can easily manage leads and emails between staff members to avoid missing anything or being redundant
Has great potential
What do you like best about the product?
I like how you are able to categorize the customer communication based off of why they're contacting you.
What do you dislike about the product?
Sometimes when you email customers from it the customers never received the email and then get upset that we're not responding.
What problems is the product solving and how is that benefiting you?
It was the best way to organize customer communication
Excellent streamlined customer service platform
What do you like best about the product?
I love how things can be tagged by category (financial request, operations support request, procurement, HR/compliance issue, facility issue
What do you dislike about the product?
Really nothing I dislike - I think its a little annoying to get a post survey for each request you submitted/gets resolved, but then its really important on the back end to track response time.
What problems is the product solving and how is that benefiting you?
It's really difficult for our Ops team to wear 1,000 steps simultaneously, and have issues being reported to them through so many means - with Zendesk, they can remind whomever comes to them to "Zendesk it", which relieves them of having to remember it in the moment - by having it all in one place, it makes things a lot more streamlined/data-driven.
Recommendations to others considering the product:
Keep up the great work!
Easy software
What do you like best about the product?
I like that you can just jump in and start using the software right away
What do you dislike about the product?
The install time is way too long. Wish it had a shorter instal time
What problems is the product solving and how is that benefiting you?
Social media support
Great for tickets
What do you like best about the product?
Easy for resolving tickets from clients
What do you dislike about the product?
Reporting could be a little more user friendly
What problems is the product solving and how is that benefiting you?
Easy to communicate with clients in a timely manner
Amazing Way Chat With Support Team
What do you like best about the product?
I like that you can add attachments from the chat window right away so the support agent is able to have photo/documents to help resolve your problem. I also like the entire chat can be emailed to you at the end of the session. You can also open the ticket from the email you receive to add more information to the claim.
What do you dislike about the product?
I sometimes have problems getting the chat window to load. Although it seldom happens, it has happened at crucial moments where I needed to contact support right away. I checked the internet connection and it was fine. I just couldn't connect to Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to get support, even though my support team is in the Philippines and I'm in the US. They are able to offer me support, no matter what. It has made managing tickets so much easier. I love it.
Recommendations to others considering the product:
Make sure users know how to log in to view/manage their tickets. It's extremely helpful if they log in to add info instead of contacting support again and opening a new ticket.
User friendly helpdesk
What do you like best about the product?
The interface and integrations are great we use the slack channel integration to see when tickets come through when we are helping users
What do you dislike about the product?
The different price tiers. It seemsike the product is split up to much and can make your feature set a bit confusing
What problems is the product solving and how is that benefiting you?
Issue tracking
Holistic
What do you like best about the product?
I love the intuitive UI and the overall user experience. Also, the product is robust so we don't have a lot of downtime.
What do you dislike about the product?
I think Zendesk could be more customizable, especially for our CSM team who also use it.
What problems is the product solving and how is that benefiting you?
Customer engagement and issues. Mostly tickets for IT issues but also for account management functions.
Excellent product for multiple offices
What do you like best about the product?
Ability to share emails across offices/personnel
What do you dislike about the product?
Emails are forced into software and will lose some formatting
What problems is the product solving and how is that benefiting you?
Ability to share emails across multiple users across multiple cities
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