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Offer support fast and easy.
What do you like best about the product?
Knowledge base and support tickets. Our entire support system is built around using Zendesk for a knowledge base, we have a lot of how-to articles and developer documentation. Zendesk makes it easy to publish and update those articles quickly.
What do you dislike about the product?
Customizability. There is not a lot of ability to customize layout and options, especially at the smaller plan level. Also, when creating knowledge base articles you can't add custom CSS.
What problems is the product solving and how is that benefiting you?
We collect all support and feedback via Zendesk within our web application and mobile apps. The ability to integrate via the API has made it easy to provide a natural experience for our user.
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Easy to use for beginners
What do you like best about the product?
It's nice to be able to see all the aggravated emails especially if you have to check multiple ones
What do you dislike about the product?
It's good for aggregating emails for a big workgroup, but I didn't find it necessary if I don't have that many email accounts to check.
What problems is the product solving and how is that benefiting you?
It's good for keeping check of resolved emails and if there are any open questions.
Zendesk was a breath of freshair.
What do you like best about the product?
I love the user interface.It is easy to decipher unlike most rival programs.I also love the functional value Zendesk gives :allowing smooth,effective conversation between agents.
What do you dislike about the product?
I think Zendesk is somewhat complicated.Difficult to do customizations without some tech savvyness.
What problems is the product solving and how is that benefiting you?
It helped us respond to customer query faster and much more efficiently.We never had a case of a query being sent in,without a response from an agent.
Recommendations to others considering the product:
Do a test trial first and see how much it works with you.
Zendesk Reciew
What do you like best about the product?
We have always liked zendesk as an all in one solution.
What do you dislike about the product?
No real issues encountered during our time.
What problems is the product solving and how is that benefiting you?
Speed
Zendesk Chat Review
What do you like best about the product?
The interface is pretty intuitive and the analytics are easy to understand.
What do you dislike about the product?
Setting rules can be a bit complicated in terms of who can view tickets by departments.
What problems is the product solving and how is that benefiting you?
Providing online chat support as a supplement to phone support. The benefit is I can walk them through the onboarding process directly on the website.
got the job done for most cases.
What do you like best about the product?
Simplicity and easy integration with slack to get notification of new issue or update. Also, Zendesk offers the client to submit the tickets via email.
What do you dislike about the product?
It seems like some of the analytics were incorrect and when we tried to question, we didn't get the answers. For example, the time to resolve metrics seemed to be very high and it didn't reflect our SLA that we had with the customers. But when we wanted to dig into the problem, I couldn't pinpoint the real cause to improve this.
What problems is the product solving and how is that benefiting you?
Communicate with customer reliably via email
Recommendations to others considering the product:
For a start-up or a small company, Zendesk provides a simple, cost-effective for customer support solution. With a few simple clicks, you can get the system up and run. It has simple interfaces and a few integrations such as Slack so I can get a notification right the way. Zendesk also has an app so I was able to perform simple tasks using my phone without log in using the computer.
Very good for support
What do you like best about the product?
Software is very good and support team is always helpful
What do you dislike about the product?
I don’t have anything...may be the price?
What problems is the product solving and how is that benefiting you?
Using for customer care support
Zendesk makes tracking tickets a breeze
What do you like best about the product?
Zendesk keeps all incoming emails organized nicely and allows each user to easily track their tickets.
What do you dislike about the product?
It could be easier to navigate between other users tickets in order to follow up on issues.
What problems is the product solving and how is that benefiting you?
This helps manage our customer support emails.
Zendesk is a great tool!
What do you like best about the product?
I like that you can set up rules and automation that makes sense for your business.
What do you dislike about the product?
I don't like that its hard to know when you have added or removed people from the thread and know what they can or can not see.
What problems is the product solving and how is that benefiting you?
Better measurements of SLAs and improved customer satisfaction. Easy way for customers to review their experience through support. It allows us to reach out proactively to unhappy customers.
Lots of bells & whistles
What do you like best about the product?
Zendesk offers a lot of features, it's nice to be able to pick and choose aspects of the platform to use!
What do you dislike about the product?
Not as user friendly/intuitive as some other platforms.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to host our help desk. Its help desk feature is much easier to use and more robust than others.
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