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Functional Platform with Useful Add-Ons - I Dislike Multiple Screens/Tabs for Apps
What do you like best about the product?
Quick to setup an start supporting customers - email integration was simple, admin wasn't overwhelming, and training new agents is fairly straightforward.
What do you dislike about the product?
I highly dislike logging into separate applications via multiple screens or tabs! I understand Zendesk designed their system as individual apps, but it's incredibly inefficient to have to login to Chat in one tab and Support in another - I should be able to chat with customers right in my Support interface. On the same note, Guide (knowledge base) isn't easily accessible/searchable to agents by default - we have to install apps to search our own internal KB while working on tickets?!
What problems is the product solving and how is that benefiting you?
Unable to manage all aspects of service within Support application. I basically need one agent in Chat, all in Guide (searching for answers), and all in Support. For comparison, I previously used Salesforce, and I could do just about everything on one screen. At least I could build workflows to drive agents through a sensible process, such as submitting a ticket when a call comes in, then push a search of the KB before taking further action - that was great for training and reinforcing usage of our knowledge.
Recommendations to others considering the product:
Decide immediately if you want a single application to do everything, or if you want users logging into multiple browser tabs.
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simplified ticketing system for our business!
What do you like best about the product?
We are using Zendesk for lots of things:
1) Ticketing system for customers concerns
2) Tracking of our progress for each project
3) Social media integrated
I say that I like Zendesk as a whole as we are using it for different purposes.
As for the features, Zendesk can be integrated to other platforms such as slack which is awesome. Another thing is that Zendesk is available in mobile application (but needs tons of improvement) which gives us the ability to track tickets on the go.
Zendesk also offers help center, wherein we can redirect our customers to answer any common issues. Not only customers would benefit here but also us, as we can create our own knowledge base, wherein it is not available for public.
1) Ticketing system for customers concerns
2) Tracking of our progress for each project
3) Social media integrated
I say that I like Zendesk as a whole as we are using it for different purposes.
As for the features, Zendesk can be integrated to other platforms such as slack which is awesome. Another thing is that Zendesk is available in mobile application (but needs tons of improvement) which gives us the ability to track tickets on the go.
Zendesk also offers help center, wherein we can redirect our customers to answer any common issues. Not only customers would benefit here but also us, as we can create our own knowledge base, wherein it is not available for public.
What do you dislike about the product?
Zendesk does not have the option to allocate a ticket to multiple light agents. Also mobile version needs tons of improvement. It does not have all ticket views present in desktop version
What problems is the product solving and how is that benefiting you?
We are using Zendesk to answer customer concerns via e-mail, chat and social media.
Recommendations to others considering the product:
Try Zendesk, I can say that it is all in one! Not all ticketing system can be integrated elsewhere such as facebook and slack. It also has chat functionality
The best ticket management program
What do you like best about the product?
It's very easy to write and answer tickets in the system. A good location that is easy to move inside. There is a lot of support that is easily available if you need help with anything in your account. It also has the ability to add certain tags to tickets and I can view all tickets that have tags .
What do you dislike about the product?
Notifications of actions are a bit confusing. It makes you think that you have something unfinished, and I do not need notifications that I have finished.
What problems is the product solving and how is that benefiting you?
I recommend trying this software solution for a great way to track your company's support and view chat requests from your company. It is easy to use and provides reports that can be very useful.
Recommendations to others considering the product:
All sorts of support issues, including printer problems, account issues, access to projects, etc. We also receive tickets that tell us about the potential hacking and spam that our end users will receive.
Our clients are in our hands
What do you like best about the product?
First of all, I like the fact that this program is flexible, you can customize it for the capabilities and needs of your company and it takes several days, not a month or two, like other programs. Thanks to this program, it became easier to monitor and track e-mail and our work become on a level higher.
What do you dislike about the product?
Global problems our company does not see, there is some kind of desires to improve the mobile version.
What problems is the product solving and how is that benefiting you?
Zendesk allows me and my team to keep all information about our customers in one place, so communication with customers is effective and personal. For a long time we did not manage to establish a clear and well-coordinated work with our customers, but with the Zendesk its became possible.
Recommendations to others considering the product:
It will be enough simply for you to track the priorities of your customers and they will understand that you are always a leader among competitors. The difference between the quality of the program and its multi-voluntariness will make you happy. Whatever you do, this program will be adjusted just for you.
Simple to Use
What do you like best about the product?
Ability to see visitor history and set automatic responses to the initial text messages.
What do you dislike about the product?
I wish it had more integrations within GSuite to keep a conversation singularly from email and chat.
What problems is the product solving and how is that benefiting you?
Being able to chat with customers and troubleshoot issues they are having, or answer questions quickly and easily from new, prospective cutomers.
the best for support
What do you like best about the product?
handle many user, doing short cut to reply, add automatic answer (automation)
What do you dislike about the product?
the cost for many user :) should be better if costs a bit less
What problems is the product solving and how is that benefiting you?
connect to people; chat in real time
Zendesk Chat was a simple chat
What do you like best about the product?
I like how simple it was to integrate into our website. It works nicely for doing live sales and support chat.
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good
Our team is very productive thanks to Zendesk Chat.Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good
Our team is very productive thanks to Zendesk Chat.Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.
What do you dislike about the product?
The only thing that I would like they improve would be the fact you can't know what the customers asked in the chat until you open the chat
Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.
Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.
What problems is the product solving and how is that benefiting you?
Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.
Recommendations to others considering the product:
Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.
Popular for a reason
What do you like best about the product?
What I like is that because it's so accessible, you can get a bevy of options for a relatively nice price point.
What do you dislike about the product?
At the end of the day, it's not really an enterprise level platform. Unfortunately, even with competitive pricing, that causes it to struggle when you stack it up against something like Vivantio or Freshdesk.
What problems is the product solving and how is that benefiting you?
For us, it is a baseline item that helps us to streamline the support issues we have. It makes it easier for our CSR's to address issues with a template to at least start answering customer questions/queries.
Recommendations to others considering the product:
Have a realistic expectation of the product before purchasing for any size company larger than small. The reality is, it is definitely better for a smaller business than larger ones.
Using Zendesk daily
What do you like best about the product?
I like that we can create views and access reporting that are important to our team statistics.
What do you dislike about the product?
Some parts of the UI stress me out, such as having open tickets be indicated with a glaring red color.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as support engineers to manage ticketing communications with our customers.
Recommendations to others considering the product:
This is a great product with a lot of functionality. It's easy to interact with customers and keep track of how people are working.
An Efficient Way to Streamline Communication
What do you like best about the product?
If there are multiple support representatives at your company, Zendesk is a great way to get everything running smoothly under one roof. No more emails sent to individual inboxes - all support tickets in one place that can be viewed by a colleague in a pinch, and distributed amongst the team.
What do you dislike about the product?
Setting up filters/rules for how you'd like tickets categorized can be a little tricky.
What problems is the product solving and how is that benefiting you?
Our goal was to steer away from support tickets going to individual mailboxes, and to keep everything in one place so it could be assigned to the appropriate representative.
Recommendations to others considering the product:
This product is definitely worth the extra time it may take to set up. You can use it at a high level for easy support management, or get super granular by adding filters, labels, categories - you name it. It also can be integrated with the Slack chat program, which has been helpful for our team as it provides an additional way to see tickets being submitted to Zendesk.
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