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Good
What do you like best about the product?
It is easy to use and streamline and effective
What do you dislike about the product?
Still needs improvement though not bad at all
What problems is the product solving and how is that benefiting you?
It is good
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Easy to use for non-technical ticketing systems too!
What do you like best about the product?
I adopted Zendesk for my non-tech team in order to support internal employees. I was nervous about adoption, unsure that my team would be able to adapt to Zendesk when a lot of our work is not necessarily technology related. However, I've been using Zendesk for almost a year with my team (though my organization has been using it longer) and I couldn't imagine life without it! From "canned responses" to easy escalation, Zendesk has made my daily workload so much more manageable.
What do you dislike about the product?
I think there is some confusion about how and when to utilize Zendesk Support on the user-end of things (instead of sending an email or calling), but I think this is more so a shortcoming in implementation and not the fault of Zendesk's.
What problems is the product solving and how is that benefiting you?
I am able to tackle issues that arise much more quickly. I work in a non-technical support role and, compared to email, Zendesk ticketing is much faster––I can speed through ticket requests by re-assigning tickets as necessary (instead of "looping in" another employee/team), I can use canned responses that are tailored to the specific message (instead of having to type "Hi [name], Thank you for reaching out." in every email), and answer tickets in batches (instead of having to reply to each email individually).
Additionally, the Zendesk Self-Service option is really great in letting me create comprehensive support documentation.
Additionally, the Zendesk Self-Service option is really great in letting me create comprehensive support documentation.
Zendesk is the best!
What do you like best about the product?
Zendesk allows our teams to work in an organized manner and be cross-functional with one another. It's very important that we can log problems in our software platform and triage appropriately.
What do you dislike about the product?
I'm not that big of a fan on the navigation. I often find it confusing to navigate and it can be difficult to find tickets that pertain to given are of concern.
What problems is the product solving and how is that benefiting you?
Our biggest issue is tracking and being accurate with what is in our pipeline. Zendesk helps us remain on task and set our priorities so that we can focus on what is most pressing first and create a backlog for the things that can wait. Zendesk is great at helping us set our priorities.
Recommendations to others considering the product:
I would certainly recommend zendesk to any company that needs to set a priority. In supporting software we have alot of issues that require our prioritization. Being able to set a task list has been imperative to our success.
Love zen desk!
What do you like best about the product?
The best thing about Zendesk is the capabilities of reaching other team members, departments and customers. It helps to stay up to date and also to address specific issues and questions one may have in a quick and timely manner
What do you dislike about the product?
I wish that the platform was more specifically focused on the customer a tad bit... there is always room for improvement !
What problems is the product solving and how is that benefiting you?
Benefits include being able to answer questions first handedly at your fingertips and also being able to connect with both the company and other customers
Excellent application
What do you like best about the product?
Very user friendly and excellent capabilities
What do you dislike about the product?
Haven't run into any issues so far so good
What problems is the product solving and how is that benefiting you?
Customer support
Use for Company Knowledge Base
What do you like best about the product?
Simple. Easy to configure, even easier to edit content on the site. Search function is good and does everything needed for our growing company.
What do you dislike about the product?
I wish there were more themes to make it more visually appealing out of the box.
What problems is the product solving and how is that benefiting you?
Knowledge base for our Customers. Want to make sure they have the content they need to be successful with our product.
Recommendations to others considering the product:
Spend time setting it up properly.
Great way to organize requests
What do you like best about the product?
The user interface allows you to organize tickets so that you can see which ones are assigned to you, unsolved, and recently updated. There is a magnifying glass in the upper right corner to search tickets. I also like being able to send an internal message to others without the customer seeing that conversation. It is also easy to see the whole ticket in email and pull up the ticket from email, as there is always a link to the ticket.
What do you dislike about the product?
I'm not familiar enough yet with how to use ZenDesk via email, and the user interface could provide better guidance for managing tickets on email. I also find it difficult to track which file attachments go with which messages (for example, if a customer sends files in subsequent requests). I also wish that an internal communications could be targeted to specific people, versus just one person.
What problems is the product solving and how is that benefiting you?
Handling multiple change requests and routing tickets back to my supervisors if I have questions using internal communications.
Recommendations to others considering the product:
Use email filters so that your main inbox isn't flooded with Zendesk tickets. I made an Outlook rule so that everything from Zendesk goes to another folder to stay organized.
it was positive
What do you like best about the product?
the experience was great and easy to use
What do you dislike about the product?
everything that was tested worked perfectly
What problems is the product solving and how is that benefiting you?
data recovery
Zendesk - A handy Support system that doesn't let you down anytime
What do you like best about the product?
The UX for ZD is extraordinary. I have been using ZD for over 4 years now and the way this Product scaled is truly amazing. The reporting structure in ZD is very elaborate and helps track the metrics within my Team even on miniature details.
What do you dislike about the product?
Well, I think the Answer Bot should be improved a bit. It's not that I dislike it but It's been a bit buggy for a while now.
What problems is the product solving and how is that benefiting you?
We use ZD for Product Support and Knowledgebase.
Zendesk, It gets the job done
What do you like best about the product?
Ease of learning curve makes it rather simple to get things up and running fast
What do you dislike about the product?
Often times it gives errors with little to no useful description.
What problems is the product solving and how is that benefiting you?
logging of customer calls and followups.
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