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Not a fan
What do you like best about the product?
The ticket tracking is fine. Other than that not crazy about anything Zendesk.
What do you dislike about the product?
Reporting is not intuitive. There's not a great integration with CRMs, especially Hubspot. Their support is very difficult to navigate, They have tons of help docs that conflict and are not streamlined. Chat feels bolted on and unwieldy, and there are constant downtime issues that they do not inform you of, you have to literally go out and search their Twitter to see if something is down. :(
What problems is the product solving and how is that benefiting you?
We are tracking tickets for support, using chat and help docs.
Recommendations to others considering the product:
Look for another solution.
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Efficient, easy to use
What do you like best about the product?
It is customizable on a client to client basis. If there are specific contracts, expirations on tickets can be made so that reply times are met properly.
What do you dislike about the product?
Sometimes, there would be an issue where it feels like you are spamming customers because you have to respond back after a certain amount of time. It would be nice if there was an auto close if customers do not respond back after some time.
What problems is the product solving and how is that benefiting you?
I've solved multiple problems through ZenDesk. It helps knowing you can add images directly to your responses to customers and or attach files to responses.
Recommendations to others considering the product:
There are a lot of ways to boost team member spirits. Leaderboards helps to create goals.
Pretty good with kinks
What do you like best about the product?
It’s customizable.and has a good interface
What do you dislike about the product?
There are weird bugs sometimes like when I type, the cc’d people’s names shift.
What problems is the product solving and how is that benefiting you?
Workday post productions tickets, it’s easy to search tickets
Very easy and comprehensive systems
What do you like best about the product?
The ability to manage everything within Zendesk and not needing to use external email alongside it.
What do you dislike about the product?
I am unable to create a custom status other than the built in (open, pending, on-hold, solved) I would like to have custom ones such as "Logged with 3rd Party" or something similar
What problems is the product solving and how is that benefiting you?
Not managing things out of a mailbox and being able to easily assign tickets to users and monitor them.
Zendesk Support - a no brainer
What do you like best about the product?
What is there to say that hasn't already been said about Zendesk? It's program is top notch, and the seamless integration between it and many other apps (JIRA most importantly) make it the go-to app for any support team.
What do you dislike about the product?
Occasionally outages can interfere with work, but their own support team is quick to communicate these and help troubleshoot.
What problems is the product solving and how is that benefiting you?
Currently we are using ZD for our app to answer question, notify users about bugs, etc. This allows us to quickly and easily respond to our user's questions and categorize them. Another overlooked feature is the reporting, which allow us to see who is having what issue and create internal materials to solve this.
Easy to use
What do you like best about the product?
I like that you can search for text within the message body.
What do you dislike about the product?
Hard to organize macros in a way that you are able to see all available.
What problems is the product solving and how is that benefiting you?
This platforms allows all team members access to client communication. It makes it easy for one specialist to pick up where the other left off.
Zendesk for BenAdmin Platform
What do you like best about the product?
Zendesk provides an easy to use interface for submitting queries and finding necessary information.
What do you dislike about the product?
In using Zendesk, we have come across no issues currently.
What problems is the product solving and how is that benefiting you?
We use Zendesk for finding necessary information for our benadmin platform, and submitting queries should help not already be available.
Full Service Customer Support
What do you like best about the product?
I like the freedom that rules and routing allow. The support center and how tickets behave is fully customizable.
What do you dislike about the product?
This goes with what I like, but having so many customization options can lead to the product being a bit confusing. Especially at the start.
What problems is the product solving and how is that benefiting you?
Customer interactions, tracking and resolving product issues.
Recommendations to others considering the product:
Use the trial and make sure you really need the all the features, there are cheaper and more simple options out there. However, if you are a growing company, and a detailed ticketing system is important, this is a great option.
Great experience so far
What do you like best about the product?
I find that it’s really easy to submit a request and use the categories that are provided for me!
What do you dislike about the product?
The search bar isn’t as intuitive- I tried to search for a specific topic that should come up for our organization and I can’t seem to track down other tickets or help articles.
What problems is the product solving and how is that benefiting you?
Report problems and identify opportunities for our app
Easy and Straightforward
What do you like best about the product?
Multple methods of submitting tickets, easy to use interface.
What do you dislike about the product?
Reopened ticket when user says “thanks.”
What problems is the product solving and how is that benefiting you?
Finding issues before they happen. Provide training after identifying pain points.
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