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Zendesk nailed our requests!
What do you like best about the product?
I like the fact that Zendesk is very professional. It was pretty easy to set up. We were able to handle requests from our customers in no time.
What do you dislike about the product?
The UI. I feel like it can be improve and made much more simple.
What problems is the product solving and how is that benefiting you?
We create software and we need to have technical/sales questions resolved.
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Oh zendesk
What do you like best about the product?
One stop shopping for all your support needs.
What do you dislike about the product?
There's no rhyme or reason to how it distributes tickets. It needs to send them equally
What problems is the product solving and how is that benefiting you?
N/A
ZenDesk takes the worry of keeping customer contact history away!
What do you like best about the product?
Easy to use interface. Robust reporting tools.
What do you dislike about the product?
Wish it had its own data warehouse instead of needing to work with good data.
What problems is the product solving and how is that benefiting you?
Keeping a history of service calls and issues and steps to resolution.
A wonderful software that streamlines the CS experience
What do you like best about the product?
The simplicity and learnability of the software. Within an hour or so I had picked up the ins and outs of how ZenDesk works. Previous CRM software, such as Salesforce Desk, was cumbersome and clanky in the learning process, and was not intuitive. ZenDesk is an incredibly intuitive software, and I would definitely recommend it to any CS team that is looking to scale their support.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
What do you dislike about the product?
Not a lot of support for users, especially when the software is experiencing issues. At most there is a tweet sent out from ZenDesk's Support Twitter account, and we do get notifications on when service is back up, but it would be helpful to get more detail about what issues our team is facing when ZenDesk goes down.
What problems is the product solving and how is that benefiting you?
Our primary business problem is attempting to solve customer issues that can vary across a number of different concerns. ZenDesk makes it easy to consolidate multiple customer tickets into one, so we can better address each concern point by point.
Recommendations to others considering the product:
ZenDesk is easy to learn, easy to use, and has helped out tremendously with our team's CS needs!
Zendesk
What do you like best about the product?
Ability to search support history to research common problems or issues that we face.
What do you dislike about the product?
You need to know how to use the search feature to find what you are looking for.
What problems is the product solving and how is that benefiting you?
One common place for work tickets.
Great customer support platform!
What do you like best about the product?
Possibility to export chat transcripts to email; invite other members to chat; accurate reports.
What do you dislike about the product?
It would be great if Zendesk chat could provide remote sessions with users, as well as video/audio calls support. Sometimes the Zendesk chat window annoys our web site visitors, and there is no way to shut down the chat window (however you can hide the chat window - which is good).
What problems is the product solving and how is that benefiting you?
The software is a very useful tool to negotiate with customers and provide the 1st level of technical support. This is basically the business problem I'm solving. There are many visitors on our web site who do not speak English well, so a web chat conversation allows them to write their questions and shortly get responses regarding products and services our company provides.
Recommendations to others considering the product:
Even though I do not have a lot of experience in using similar customer support/chats programs, I really enjoy Zendesk Chat. We've been using it for 3+ years and very happy with this software. It provides all necessary features to easily negotiate with customers, such as visitors info (active, idle visitors, currently server, user's location, OS and browser), history, analytics, shortcut messages.
Works Well, Pretty Straightforward
What do you like best about the product?
I like that it automatically updates tickets when a customer responds to something, and that it also re-opens a ticket if I close it and the customer responds.
What do you dislike about the product?
The settings are a bit oddly-placed and hard to find. I have to dig through multiple menus to see which agents are online and who's on break/lunch.
What problems is the product solving and how is that benefiting you?
A few other ticketing systems have been tested by our company, but Zendesk is the most sturdy and reliable. It gets slow and times, or sometimes goes down (like any server-based service), but they do a good job of reporting known issues on their website.
Recommendations to others considering the product:
I'm happy with the improvements made that put all the icons in one corner of the screen, instead of putting some on the top and others on the bottom.
Zendesk is affordable and efficient
What do you like best about the product?
Very user friendly. Easy reporting tools.
What do you dislike about the product?
I can't really say I have experienced any true dislikes
What problems is the product solving and how is that benefiting you?
Having all reported issues in one place. Easy to search known issue and see resolution for issue.
Zendesk allows everyone in our organization to stay on top of tasks
What do you like best about the product?
The best part is that everyone can see what the status of a ticket is, no matter who opened it. I can also set reminders to follow up with that ticket.
What do you dislike about the product?
Needs more customization. We have very specific issues, need to be able to customize support more.
What problems is the product solving and how is that benefiting you?
Biggest issues we face are many issues coming all at one time. Keeping up with everything with Zendesk has been very helpful for things to not fall through the cracks
Reliable System, mediocre support
What do you like best about the product?
Zendesk is incredibly reliable when it comes to managing our customer's feedback and support related questions/issues. Our customers find it easy to use from right within our app, and the auto-prompted feedback surveys give us real-time feedback as it's received for each rep.
What do you dislike about the product?
If the system is down or you encounter a bug, be prepared to wait for a while for their support team. The interface for updating settings within your account are not incredibly user-friendly, but you can usually get a rep on the phone when need be. Overall, the functionality offers everything we need and there aren't enough times where we need support to make it a big enough drawback to switch.
What problems is the product solving and how is that benefiting you?
Technical support. We've realized improvements in our agent response time, feedback and areas for improvement on our product.
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