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Simple to set up but not always intuitive
What do you like best about the product?
Zendesk is generally pretty easy to navigate as an agent, admin, and hopefully customer. The look and feel of the UI is clear and uncluttered, and in the three years we've used them, Zendesk has made significant improvements in the ability to handle multiple languages in our Knowledge Base.
What do you dislike about the product?
There is some inconsistency in how administrators can set up views and triggers (which filter options show up as options), and some seemingly simple options, such as BCCs and the ability to schedule a task for a specific time, have been left out of the product despite years of requests by Zendesk customers.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide a Knowledge Base and contact interface for our customers, and our agents respond to both direct contacts and customer community posts in Zendesk.
Recommendations to others considering the product:
This is a great, quick-to-implement option for small companies or start-ups. It's "getting there" with providing needed functionality for more complicated business models, but if you're in that bucket make sure you have the resources to provide your own customizations.
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A good reliable platform
What do you like best about the product?
Zendesk's simplicity makes it easy to manage a large number of support tickets. The ability to change the status is a plus over other ticketing tools.
What do you dislike about the product?
It feels a little bit dated now. They continue to make changes to the product and the interface, but it seems the support world is moving away from the ticketing system.
What problems is the product solving and how is that benefiting you?
We've been able to manage a large number of support tickets and integrate it with our Facebook page which is great. We've used Zendesk for a number of years now and we've hardly ever experienced an issue.
Recommendations to others considering the product:
If you're looking for a reliable ticketing system then it's worth a look.
Easy to use
What do you like best about the product?
Zendesk is really intuitive and easy to use.
What do you dislike about the product?
I don't like that when I submit a ticket, it disappears from the page I'm viewing. It would be nice if it made it clear the ticket had been submitted without taking it away.
What problems is the product solving and how is that benefiting you?
I use it for sales opportunities, customer service issues and Live Chat occasionally
Easy to use serivce
What do you like best about the product?
Emails coming in from customers are generated in one convenient location. ZenDesk is easy to organize and allows for easy follow up with customers.
What do you dislike about the product?
Service seems to be interrupted by server issues regularly as of late, which has a great impact on customer service.
What problems is the product solving and how is that benefiting you?
ZenDesk allows the whole team to work out of one inbox and answer customer inquiries efficiently. Reviewing customer communication is easy as well.
Good 3rd party integrations. Average user interface.
What do you like best about the product?
Zendesk's real strength is their integration with 3rd party vendors, like chat and CRM. For example, we use Smooch.io to support our in-app customers and the Zendesk tie-in is flawless.
What do you dislike about the product?
The UI is buggy. If you leave a tab open all day to deal with support requests, it will eventually consume all your RAM with a memory leak. The UI is a not intuitively laid out.
It would be nice to be able to pull in help center articles directly to support tickets.
It would be nice to be able to pull in help center articles directly to support tickets.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to centralize all of our communication with a customer. They can start chatting with us via e-mail, and pick up the conversation (with Smooch) in our apps, and finish on our website chat (also Smooch). And Zendesk sucks all of that into a common history for the customer so we can make the customer feel special...like we know who they are already and they don't have to re-explain. The integrations are what make Zendesk truly powerful.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
Recommendations to others considering the product:
Evaluate HelpScout before choosing Zendesk. If it has what you need, the UI is more intuitive...and their support is far better.
Zendesk - A great experience for fast-paced customer service
What do you like best about the product?
I like the speed of the agent interface, quick hot keys, macros, editing tools and clear and concise email correspondence generated with end users.
What do you dislike about the product?
It's pricey. There are a lot of components that cost extra -- things like chat, for one, which really should be included.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
What problems is the product solving and how is that benefiting you?
We needed an extremely easy to use ticketing system that provided simple tools to get ticketing under control. The end users love it because it's attractive and easy to use. The techs love it because the agent interface and ticket management is great.
Recommendations to others considering the product:
Definitely do the trial. Set up Help Center if you're going to use it and see if it fits your needs. Set up ticketing and do a few test tickets. Get with their sales people and have them give you a demo showing only the options available in whatever pricing tier you want.
Zendesk's Help Center adds credibility to our producting offering.
What do you like best about the product?
I like that videos can be added to Zendesk help articles - this makes it easy to explain common questions, and helps our support team answer questions more efficiently. Zopim helps us answer questions from prospects directly from our website - helping keep prospect interest.
What do you dislike about the product?
I don't like that the images added to Zendesk articles scale down to a certain size and they sometimes get wonky. Some improvement needed there.
What problems is the product solving and how is that benefiting you?
Zendesk has been huge for our support team, but from a marketing angle it has helped to add credibility to our product offering in showcasing a wide knowledge base - establishing us as a more reputable vendor to prospects.
Zendesk is the Best
What do you like best about the product?
Using Zendesk has been wonderful for us. We have used to it assist our customers and drive make improvements to our product. We have also integrated MindTouch with Zendesk. This allows users to make requests and track them in Zendesk. We also integrated a MindTouch application that searches our knowledge base when new tickets come in.
What do you dislike about the product?
There isn't really many dislikes I have with Zendesk. If I had to choose something, it would have to be the NPS survey they offer. It would be nice if it had more options to customize.
What problems is the product solving and how is that benefiting you?
We are supporting our VARs and building out a knowledge base with what we are learning.
Recommendations to others considering the product:
Zendesk will be the tool you are looking for.
MANY MANY FEATURES
What do you like best about the product?
There are many ways to use Zendesk for good CRM. Everything is automated and almost never have any tech issues with them.
What do you dislike about the product?
However, sometimes all the options are overwhelming and you get a bit lost. If you have a very comprehensive CRM plan, then Zendesk is perfect. If you are looking for something simple then you may want to choose a different option.
What problems is the product solving and how is that benefiting you?
We didn't want to lose any emails that needed replies, and Zendesk has totally solved that.
Great ticketing system for small company
What do you like best about the product?
Great to keep track of everything you need when you have an IT department of 1!
What do you dislike about the product?
Not incredibly scalable and can add process where we didn't really need it.
What problems is the product solving and how is that benefiting you?
Logging IT related issues in one place.
Recommendations to others considering the product:
Easy tool to use; not a lot of start-up time needed.
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