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Nice but expensive
What do you like best about the product?
A lot of features and functions. Really great options to use and an all-in-one support suite, that is very complete. The learning curve is steep but its worth the hassle to get used to it. If you are looking for a good helpdesk and if you can afford the fees, than Zendesk is great – better than Kayako for that matter.
What do you dislike about the product?
Unfortunately there is only a cloud option. Prices are very expensive if you are in a less advanced country or in a country, with a weak currency. I am in Venezuela and for us it is very difficult to pay the fees. There are other options such as freshdesk, which are also very good and free or less expensive. Unfortunatly no self-hosted-version.
What problems is the product solving and how is that benefiting you?
Customer Support and Service, Knowledgebase, Social Support, etc. Everything related to customer support and service. Also we use it for general communications, as all emails used to go into the helpdesk for further processing and work.
Recommendations to others considering the product:
Great software, given you can pay the costs for it. Unfortunately there is no self-hosted version available - or rather there was not when we tested the product - this means, that you must be willing to use your software in the cloud, if you wish to work with Zendesk. Other than that, there is really not much more about the software to tell.
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Working Smarter
What do you like best about the product?
The features of ZenDesk allow for collaborative troubleshooting for customers, but they get to keep one point of contact. Things don't get confused.
What do you dislike about the product?
Sometimes trouble tickets get "lost" in the queue bc of sort/search. You can not edit closed tickets.
What problems is the product solving and how is that benefiting you?
Best trouble ticket system I've ever used. The speed and efficiency with which we respond to issues is five times faster than veggie.
Best for tracking, prioritizing and organizing of customer tickets.
What do you like best about the product?
I like the way zendesk prioritize tickets. It helps one to know which ticket to handle first. I also like how its homepage has been well arranged with charts.
What do you dislike about the product?
Nothing I have noticed worth disliking..
What problems is the product solving and how is that benefiting you?
I use zendesk to give support to clients. it has helped me to have the best response rate for clients.
Recommendations to others considering the product:
It's the best support tool for all sizes of companies receiving support requests from customers
Excellent Help Desk tool
What do you like best about the product?
How easy it is to create, edit, and archive data.
What do you dislike about the product?
The upgrades over the last year have been great so there’s nothing I dislike at the moment.
What problems is the product solving and how is that benefiting you?
This is our main source of giving our clients resources to use our tool. It solved the issue of clients contacting us directly.
Easy case filing organization
What do you like best about the product?
No matter the amount of cases I file and workload I face, this helps me keep everything organized and task efficient.
What do you dislike about the product?
A lot of bells and whistles which don't all get used, I certainly see the purpose of it but wish some of them could be disabled.
What problems is the product solving and how is that benefiting you?
Sorting and classifying feedback. Grouping user issues, and searching history of user past interactions.
Recommendations to others considering the product:
Once you get a good round of training and short amount of exposure, then its extremely easy to use.
Effective Support Platform
What do you like best about the product?
It’s well organized and very easy to use.
What do you dislike about the product?
Sometimes the reporting analytics don’t seem quite right.
What problems is the product solving and how is that benefiting you?
Troubleshooting our tool bugs or issues. I appreciate keeping a good thread of information and how well it integrates with JIRA.
Good but laggy and problematic for phone use when dealing with customers
What do you like best about the product?
I enjoy using the metrics given by Zen Desk.
Easy to use interface
Easy to use interface
What do you dislike about the product?
A bit slow at times causing delays in service with regard to phone use.
What problems is the product solving and how is that benefiting you?
Allows us to reach our customers and resolve their issues and beneficial because we can call customers for contact.
Zendesk offers an organized approach to support
What do you like best about the product?
The fact that this platform lends itself to teamwork so well. As a user, you can see if another team member is viewing a ticket, has claimed a ticket, or has closed a ticket. You can also communicated internally with private messages on a ticket.
What do you dislike about the product?
It can be difficult to track down a ticket after it has been closed.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our ticketing system for website maintenance and support for our clients.
A great ticketing system for Customer Service
What do you like best about the product?
Zendesk is a great ticketing system for customer service inquiries. It allows for tickets to be reassigned from one person to another very efficiently and quickly. I also enjoy that you can distinguish between public and internal replies so that you can forward the ticket to a colleague with attached information to make answering the ticket easier.
What do you dislike about the product?
If the admin does not set the proper permissions then the capability of reassigning tickets does not work properly. If you make sure everything is set up properly from the beginning then you will be good to go.
What problems is the product solving and how is that benefiting you?
Membership/customer service questions.
Zendesk review for helpdesk
What do you like best about the product?
This allowed our helpdesk personnel an organized way to sort their requests and track their progress.
What do you dislike about the product?
There is some lack of visibility into the system to track requests.
What problems is the product solving and how is that benefiting you?
Helpdesk operators had little organization and ability to prioritize requests prior to implementation of this product.
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