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Great system for handling Support ticket
What do you like best about the product?
I like that I am able to be notified when there have been updates to the ticket, and being able to write internal notes vs. public notes.
What do you dislike about the product?
We've been having a few problems lately with getting notified internally when a Support ticket is submitted. But this has been minor. Overall, the platform works very well for us.
What problems is the product solving and how is that benefiting you?
My coworkers and I are able to communicate internally and externally very quickly in order to resolve our clients' issues. Being able to track the tickets internally across the organization, to see instant confirmation the ticket has been received and to sync it with Salesforce in order to tier out clients has been amazing.
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Very easy and helps a lot
What do you like best about the product?
It has Admin Ease of use which is great, agent ease of use, end user experience is awsome.
The knowledge pool is great
The huge amount of granularity makes it a great too
The knowledge pool is great
The huge amount of granularity makes it a great too
What do you dislike about the product?
Do not have the best flow
The cost is too much for most organizations to absorb for the functions available. Some functions should be included in the base product but aren't.
The cost is too much for most organizations to absorb for the functions available. Some functions should be included in the base product but aren't.
What problems is the product solving and how is that benefiting you?
I work with my team to keep track of IT / tech questions.
It keeps everything in one place, clear labeling of tasks.
It keeps everything in one place, clear labeling of tasks.
Zendesk Review
What do you like best about the product?
I inherited a Zen support desk when I moved position in the company, and I have to admit, I have been looking around to try and mov form it, but only so I can create a sort of stamp in the role. Currently I haven't found any contender for simplicity for the agents and customers, and that has to be a good thing for Zendesk.
I also found their support is top notch - as I mentioned, I inherited this system from the previous head of Support and so I had to learn all the basics, I've logged my fair share of tickets to the zen support people and they always get back to me very promptly - I would say 90% of my queries are answered in roughly two or three exchanges. It seems very personal and thats something that counts when you have to edit and manipulate reports for managers to look over.
I also found their support is top notch - as I mentioned, I inherited this system from the previous head of Support and so I had to learn all the basics, I've logged my fair share of tickets to the zen support people and they always get back to me very promptly - I would say 90% of my queries are answered in roughly two or three exchanges. It seems very personal and thats something that counts when you have to edit and manipulate reports for managers to look over.
What do you dislike about the product?
The Customer portal seems to look quite old fashioned, I would really like for them to be able to see the ticketing system as I do, maybe give them light agent style view?
What problems is the product solving and how is that benefiting you?
Customer ticketing is good, and so is the ability to create your own reports
Recommendations to others considering the product:
I've looked through quite a few different tools, so far Zen is the best in terms of support and reporting.
Zendesk Support, great solution for everyone
What do you like best about the product?
On my bussines I'm using that software quiet long time. I have nothing but good things to say for this software, its easy to use, constantly updated, large supported and makes it easy and possible to finished a lot of complex of tasks with ease.
What do you dislike about the product?
I will be honest with you. But its not so loud as Dislike. Maybe for some reason its can be price. But we all know as we are pay for what we can get!.I guarantee you won't sorrow about it.
What problems is the product solving and how is that benefiting you?
It's nice getting all customer requests from one place than of getting numerous client emails. I like that it organizade everything and keep you liable by having appoint ticket numbers that you can track and develop on if requied.
Recommendations to others considering the product:
I recommend, to try this software solution for a great way to monitor clien maintain of your company and review the chatackter of requests your company take. It is easy to use and afford reporting that can be very useful.
Incredible ease and effectiveness
What do you like best about the product?
Assigning agents is very simple and straight forward. This allows us to complete tasks quickly and efficiently.
What do you dislike about the product?
I would like to see more profile organization. If someone with the same email address submitted a ticket, I would like to see what other tickets they have submitted in the past.
What problems is the product solving and how is that benefiting you?
We handle 80% of our customer support from the Zendesk Support dashboard
Recommendations to others considering the product:
Organize all tickets from a particular email address into a customer profile.
Ticketing Tool for startup IT Departments
What do you like best about the product?
The best thing about Zendesk would be its easy ticket views. Finding a ticket can be simple. Editing, creating, and closing are also simple.
What do you dislike about the product?
The main dislike about Zendesk is its lack of customization. Not being able to customize the software to your team's needs makes it difficult to adapt and requires more software. Pricing is a little high, however, it is still recommended for a startup IT Department.
What problems is the product solving and how is that benefiting you?
Everyday issues from local PC to server. At least these are the tickets that pass through Zendesk. We use third party applications to actually complete the tasks. Zendesk is simple to use.
Reliable ticketing system
What do you like best about the product?
It's easy to categorise, tag, and assign tickets.
What do you dislike about the product?
No notification sound for new tickets. Sometimes if another agent is working on a ticket, it's not visible (generally it shows a picture of the agent working on it).
What problems is the product solving and how is that benefiting you?
Easy to use, a great system for remote working.
Has a lot to offer, not very visually appealing and their own support team stinks
What do you like best about the product?
Offers a lot when it comes to auto filling in text, reports, adding your own customized triggers
What do you dislike about the product?
So much irony of a customer service software having bad customer service themselves. When I first signed up, I was so frustrated I asked them to contact me, they took days to respond and then 3 weeks later after that. Not kidding. Also is not user friendly with flow of incoming mail
What problems is the product solving and how is that benefiting you?
Customer service is tracked better.
Zendesk is Desperately in Need of an Overhaul
What do you like best about the product?
I like that Zendesk has integrations with almost every software tool available.
What do you dislike about the product?
Almost everything. Terrible interface - the customer-facing emails look terrible. There are better solutions out there.
What problems is the product solving and how is that benefiting you?
Customer support tickets
Live for ZenDesk
What do you like best about the product?
I love that I get a copied on each email for a ticket I am a part of! It is an accurate way to keep track of information.
What do you dislike about the product?
I do wish the search engine on the program was a little "smarter". Sometimes I struggle to find a ticket.
What problems is the product solving and how is that benefiting you?
Filling the gap of communication between our stores and our support system. It is beneficial to house all important information in one system.
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