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Really great Ticketing tool
What do you like best about the product?
Allows transparency across teams and team members. From my Support team to my development team, we can see all facets of a user
What do you dislike about the product?
Not a huge fan of how they set ticket status. Really enjoy how HelpScout accomplished this with pending, open and on-hold. Think Zendesk can certainly improve this.
What problems is the product solving and how is that benefiting you?
Seamless customer communication and resolution of support tickets
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Worse than Salesforce Desk at some things but better at more!
What do you like best about the product?
Lots of great apps and integrations! Good team management. Awesome automations and triggers options. Good reporting, though someone complex to set up.
What do you dislike about the product?
Missing some basic email functions like BCC and Forwarding. Attachements get sent as DL Links rather than actual attachments. No customization for search results view. No ability to split tickets easily.
What problems is the product solving and how is that benefiting you?
Organization and management of support cases. Compared to just using email, it's irreplaceable! The ability to provide live chat as well is crucial for our customer base.
Recommendations to others considering the product:
Make sure to set everything up carefully at the beginning as changes down the road can lead to lost data. Also, understand how important Tags are for Views and Reporting! Make sure all of your custom fields add a tag, but don't have people manually tag stuff.
Zendesk for tracking work and collaborating with various teams
What do you like best about the product?
* Track work in one clear thread
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
What do you dislike about the product?
*Integration with outlook could improve.
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
What problems is the product solving and how is that benefiting you?
*Keep track of work and customer requests in an organized fashion.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
Intuitive, gets the job done
What do you like best about the product?
Zendesk is very intuitive, customizable to our specific needs, and makes answering support questions easy and effective. Zendesk makes me more productive and creates a fun experience. The Help Center makes adding, editing, and keeping help docs up to date so easy! Especially when products are always changing.
What do you dislike about the product?
No complaints really, I had a few issues with the old UI, but my concerns seem to be fixed with the new update. It is now cleaner and easier to view reports and tickets with comments.
What problems is the product solving and how is that benefiting you?
We use zendesk for customer and lead support questions and help documentation. Without zendesk we would have email support that is disorganized and time consuming and old help docs that are not helpful. The benefits of zendesk are plenty!
Easy UX, Customer focused
What do you like best about the product?
Our account manager is accommodating and helpful. Easy to use platform.
What do you dislike about the product?
They use a software called Good data for reporting it has some bugs to it.
What problems is the product solving and how is that benefiting you?
Customer interactions. Benefits are they offer mutable channels for customers to interact with out support team.
Zendesk - Is it really useful?
What do you like best about the product?
I like the fact that tickets are sorted chronologically as they come in, and that they can be assigned to various ticket agents.
What do you dislike about the product?
I don't like what happens when TWO ticketing agents are on the same ticket. It's difficult to discern who has ownership over a ticket at that point.
What problems is the product solving and how is that benefiting you?
Definitely has helped us sort and organize our high volume customer tickets.
Recommendations to others considering the product:
It's a usefool tool, but it's not perfect. However, if you can find a Zendesk whiz, there are lots of hidden benefits to realize.
Zen Desk
What do you like best about the product?
I like being able to track the status of a ticket. Marking as open, new, pending, on hold allows my team to properly track our support tickets.
What do you dislike about the product?
I'm never sure if I've properly assigned a ticket to someone. I don't know how to really see that properly. I'm also not sure if responses go through because of the email integration.
What problems is the product solving and how is that benefiting you?
We use it for our administrative team request service. If something is broken, you need technical help, etc- you can submit a ticket. It's great when people utilize it. I'm still getting used to the system and can find the back end a little confusing.
Very efficient.
What do you like best about the product?
Loved being able to communicate with clients and help them as much as possible. I loved being able to send relevant articles to clients. That truly made me feel like we were making their experience a more positive one.
What do you dislike about the product?
Nothing, really. I enjoyed most aspects, but maybe the app could be better.
What problems is the product solving and how is that benefiting you?
I was able to provide much better customer service to clients. I loved knowing that customers felt taken care of. It made interactions with clients/customers go much smoother.
Great search capabilities
What do you like best about the product?
search capability is very good, i can find all tickets I need with a simple search
What do you dislike about the product?
hard to view dates, logs and other filters
What problems is the product solving and how is that benefiting you?
client's issues
Zendesk is a simple, useful CRM tool
What do you like best about the product?
I like that I can submit tickets with certain statuses such as pending, open, etc. This allows me to keep them in the forefront of my mind. I am also glad for the old mails search function as I've been using it for a few years.
What do you dislike about the product?
I dislike how it pulls in customer tickets from existing threads of forwarded e-mail boxes. This has lead to some embarrassing situations in the past before we realized what was happening.
What problems is the product solving and how is that benefiting you?
I am able to have multiple e-mail intake forms from our site channeled through Zendesk. I find it quick and easy to mark the incoming customer tickets.
Recommendations to others considering the product:
I would recommend that those using Zendesk with multiple e-mail intake forms being channeled through it be aware that there is no warning if those e-mails stop forwarding.
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