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Easy to implement Customer Support
What do you like best about the product?
I like that it is possible to have a knowledge center and a queue for tickets.
What do you dislike about the product?
Setting up the knowledge center is a bit tricky. Also, I wish it was easier to make it look how you want it to look. It is customizable and some companies have done some great stuff. I just don't have the patience to figure it out.
What problems is the product solving and how is that benefiting you?
I have a SAAS product that is a startup. We use ZenDesk for our customer support and Help sections. It does exactly what we need it to. The customer support folks at ZenDesk are always very helpful.
Recommendations to others considering the product:
It is easy to set up and get going quickly. The customization of what the help center looks like is tricky to get it to look how you want. That part will take some monkeying around with.
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Efficient and integration ease
What do you like best about the product?
Very easy to use and the ability to roll out company-wide makes it very desirable
What do you dislike about the product?
UI has not been updated in awhile. Needs a face lift
What problems is the product solving and how is that benefiting you?
Case, ticket and service request across all channels
Zendesk - solid client services platform
What do you like best about the product?
We were on Zendesk for several years. Its very easy to use and administer and has a lot of great features.
What do you dislike about the product?
The only real problem we had with Zendesk was that it was difficult to keep our Account and contact information from Salesforce synced easily. There is an integration but its poor. Also we found customer portal wasn't very dynamic or easy to customize.
What problems is the product solving and how is that benefiting you?
We needed a way to track support tickets, share information with clients and report on ticket trends. It served those purposes but was limited in its integration with Salesforce which finally killed it for us.
Recommendations to others considering the product:
Decide how much you care about an integration with Salesforce or any other CRM you are using.
Useful
What do you like best about the product?
It is a useful tool as a ticket system to support customers, mainly at a technical level where order and prioritization are extremely necessary
What do you dislike about the product?
sometimes it is messy, it has many views but it is not clear how the tickets are ordered and / or the information for the appropriate configuration of the required view is not very clear
What problems is the product solving and how is that benefiting you?
create support ticket to meet the technical requirements of customers
Good for basic ticketing, but limited
What do you like best about the product?
I like the ease of use for setting up this product. The admin is fairly simple and self-explanatory. The UI is streamlined.
What do you dislike about the product?
This product is fairly Limited in its ability to do much more than ticketing. It doesn't handle workflow processes or passing information from one person to another well. The inability to separate internal and external comments in different screens makes email history several pages long and a lot of scrolling is required.
What problems is the product solving and how is that benefiting you?
Email ticketing for new orders and support questions.
Recommendations to others considering the product:
Make sure that you only need basic ticketing functions.
Zendesk - easy, concise, quick way to get back to your customers
What do you like best about the product?
Zendesk is really easy to use and set up. I would encourage this for any relatively new business owner to get back to their customers. Things won't fall through the cracks if you set it up correctly
What do you dislike about the product?
It's not very complex. While this is one of the reasons it's great, if you need detailed analytics and tracking, Zendesk might not be the answer for you
What problems is the product solving and how is that benefiting you?
We're able to get back to our customers, and provide them quality customer service without missing an email
Clean, intuitive, and simple.
What do you like best about the product?
I love the sense of ease I get when navigating menus, macros, and completing tickets. It feels responsive and streamlined.
What do you dislike about the product?
It often seems like Zendesk is fragile, requiring plugins to be disabled or cache to be cleared to present information correctly or save ticket status accurately.
What problems is the product solving and how is that benefiting you?
We have simplified our support process tremendously with this platform. We’ve created macros to use in specific scenarios, and speed up our workflow with play mode.
Excellent support system
What do you like best about the product?
Zendesk is fast, flexible, configurable. It helps us stay on top of support issues.
With their mobile app, we can handle support on the go.
With their mobile app, we can handle support on the go.
What do you dislike about the product?
It seems that all new features are tailored at the high-end solution.
What problems is the product solving and how is that benefiting you?
Technical Support Management
provide support for our customers
What do you like best about the product?
very simple and intuitive. easy to contact. integrate with the email
What do you dislike about the product?
the pricing a bit high cause we have many support agents
What problems is the product solving and how is that benefiting you?
global customer support
Easy to Use
What do you like best about the product?
Zendesk is easy to use and provides good e-mail integration to submit tickets.
What do you dislike about the product?
Reporting is not as on par as I would like to see.
What problems is the product solving and how is that benefiting you?
Quick incident response and resolution.
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