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Good experience for customer service
What do you like best about the product?
Good ticketing system, organization, passing of tickets, reminders of late tickets
What do you dislike about the product?
Replying in email, short cuts, could be more user friendly
What problems is the product solving and how is that benefiting you?
customer service requests
organized, efficient, effective customer service
organized, efficient, effective customer service
Recommendations to others considering the product:
Great ticketing system but takes some training to be adept at it. Needs good organization and administrators of the system.
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Great way to support
What do you like best about the product?
The fact that this is written in ruby on rails allows it to ingrate well with many programs and be utilized better in our system
What do you dislike about the product?
it can be complex for some users, people definitely cant do this without any experience ever
What problems is the product solving and how is that benefiting you?
We used to use this to manage support tickets for customers and help solve advanced issues for them
Recommendations to others considering the product:
This product is great for managing support tickets and tracking information for your customers
Zendesk great for a small company
What do you like best about the product?
Zendesk is a good application for software companies who want a ticketing software to track their issues. It is good for a small company and I like the scheduling feature in it. I also like the organization if the tickets and being able to track parent and child tickets if needed for future reference.
What do you dislike about the product?
Zendesk has a chat feature that is still missing some key features. I also don’t like when a customer responds to a ticket, and does not change the status of it.
What problems is the product solving and how is that benefiting you?
We are providing support for our software through Zendesk
Recommendations to others considering the product:
Great product for small companies who are looking for an affordable ticketing system
Support desk software
What do you like best about the product?
It keeps track of each users tickets nicely. Easy to find information and it's easy to insert KB articles directly into tickets. Integrates with a lot of other SaaS products almost seemlessly.
What do you dislike about the product?
Stats reporting has odd quirks that don't make logical sense. The support team has difficulty explaining it and workarounds are complex.
What problems is the product solving and how is that benefiting you?
Support request management and some sales tasks. The benefits are a centralized support system that the customer can use to see their past tickets and that we can use to see customer support history.
Great even if you aren't in a customer service role
What do you like best about the product?
We use Zendesk to manage inbound accounting requests for AP and AR. This has been an extremely effective tool to manage the high volume of emails coming in, specifically for AP. There is a bulk edit function that allows you to assign out multiple tickets to one person, macros that can automate responses for common requests, and custom views if you want to see tickets assigned to your team members. This is my first time using Zendesk in an accounting department and I enjoy it so much I actually am working on moving all of our email requests into the ticketing system.
What do you dislike about the product?
The big downside with our current setup with Zendesk is that we have not been able to merge Zendesks between departments. For example, if customer service receives a ticket, instead of my being able to view it in their Zendesk, they "share" the ticket with my group's Zendesk email address. This means we have two completely unique ticket numbers for the same request. I also think our package level has poor reporting.
What problems is the product solving and how is that benefiting you?
It has really helped with email management and assigning tasks to employees. We no longer have endless email chains with everyone CCed. People email one email address and we can assign it out to the employee responsible.
Recommendations to others considering the product:
Great product even if you are not in a customer service or support role. I think any department that receives a high volume of requests would see improved workflow with Zendesk.
Zendesk provides an extremely useful service.
What do you like best about the product?
Zendesk is one of the most vital services for a company to have, regardless of its stage, simply because customer service and feedback are a very important element in determining whether or not a company's product succeeds.
What do you dislike about the product?
Some of their technology, such as email communication, needs to be improved on the customer side. That is why we dropped it and switched to a chat service with our FAQ/Customer Service pages. We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked.
What problems is the product solving and how is that benefiting you?
We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked, which is why we dropped the service in an effort to make customer services cases get addressed more immediately, i.e. through a chat service.
Recommendations to others considering the product:
I would recommend trying out all of the features of Zendesk support to get a good opinion as to whether it would benefit your development/customer service team to use such a support service.
Straightforward and user intuitive
What do you like best about the product?
The ticket workflows are sensible so it's easy for a new agent to start using the tool. It also integrates with Facebook and Twitter great, which is an easy way to bring social into your customer management system.
What do you dislike about the product?
The tickets statuses are not intuitive (open/pending/solved) and you have to train agents to work with the statuses in the way you need them to. with that in mind, it'd probably be easier if the ticket statuses were customizable: like Awaiting Resolution or Escalated.
What problems is the product solving and how is that benefiting you?
We provide support for multiple companies which we manage all in one instance of Zendesk. The tool is how we provide this service and therefore is extremely valuable in our organization.
Recommendations to others considering the product:
Consider the Zendesk Marketplace to also manage other customer support channels (like Trustpilot or YouTube).
Great tool, hard to get reports the way you want them.
What do you like best about the product?
We use this tool as our ticketing system. It works great and is pretty easily customize-able. Its very easy to get started too.
What do you dislike about the product?
The reporting is VERY tough to figure out. Very hard to get what you want from it if you want to customize. But their generalized reports are easy to run.
What problems is the product solving and how is that benefiting you?
Keeps us on track and makes it easy to sort out what needs prioritized.
Easy to use the very first time.
What do you like best about the product?
I like the flow of the UI, it's intuitive and easy to navigate.
What do you dislike about the product?
The notification doesn't seem to work when I used it while back.
What problems is the product solving and how is that benefiting you?
It's a nice tool for reporting an issue on the cloud.
Zendesk Ease
What do you like best about the product?
The best thing about it is how easy it is to set groups and different ways to have tickets sent to different groups.
What do you dislike about the product?
One dislike would have to be when someone replies to a solved ticket with "thank you" it automatically opens up the ticket again.
What problems is the product solving and how is that benefiting you?
Zendesk has cut the time it takes to resolve tickets in half. Having zendesk allows us to keep track of tickets and nothing falls through the cracks.
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