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Robust, but not fully utilized by a smaller company
What do you like best about the product?
The Zendesk Help Center was the most useful thing for us. I liked that we could customize the look and feel of it and put all of our frequently asked questions in a searchable format.
What do you dislike about the product?
Zendesk does a lot of things, but our smaller company had a hard time finding/using everything. We disliked that so many emails go out to our customers (we got your ticket, here's the answer to your ticket, your ticket is now closed, etc). There's probably a way to turn this off, but I couldn't find it in all the settings.
What problems is the product solving and how is that benefiting you?
We were sharing an inbox for our support team and this software allowed us to avoid people replying to the same question at the same time. It also gave us the self-service help center, which was great, but we are in the process of phasing this out and using another software that we found easier to figure out/implement.
Recommendations to others considering the product:
Give it some time to implement because there is a lot to setup and learn.
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Great for support tickets management
What do you like best about the product?
Zendesk makes it easy to manage the "support" via professional emails. The interface is simple and friendly to use.
What do you dislike about the product?
The different ways to customize and tweak your Zendesk account and dashboard are mostly hidden and hard to find or implement.
What problems is the product solving and how is that benefiting you?
It allows the support team to manage support tickets.
Recommendations to others considering the product:
Make sure you consider other alternatives, especially for small-scale operations
very helpful
What do you like best about the product?
great training available, easily adheres to current programs.
What do you dislike about the product?
the free trial is not long enough to get to utilize all features
What problems is the product solving and how is that benefiting you?
friction-less experience for our customers during out of office hours
Great, Easy Platform
What do you like best about the product?
I like the user interface it's very easy and allows for multiple users to see incoming messages.
What do you dislike about the product?
I don't like that the chat isn't set up to ring users evenly.
What problems is the product solving and how is that benefiting you?
We are working on a transition from one website to another. The Zendesk Chat allows us to help guide our customers that do not want to call in to the new locations of checkout and search options.
Zendesk For Customer Service
What do you like best about the product?
We use Zendesk for customer support. I like the ticketing process and how customers can respond to messages.
What do you dislike about the product?
The tabs at the top of the screen are not as easy to organize as the tabs in a web browser.
What problems is the product solving and how is that benefiting you?
We are logging support requests with Zendesk. It provides quick turnarounds!
Recommendations to others considering the product:
It is a great ticketing system on par with Salesforce.
Excellent product!!
What do you like best about the product?
Works quickly and easy to use. Better than the other ticketing system we had created for us from a vendor.
What do you dislike about the product?
Lacks some functionality we could use. We utilize a ticketing system
What problems is the product solving and how is that benefiting you?
Makes processing customer requests much simpler
Recommendations to others considering the product:
Definitely a good product solution to try
Easy to use but too basic
What do you like best about the product?
It is user friendly. It seems to integrate well
What do you dislike about the product?
It is not ITIL based. The reports are not usef
What problems is the product solving and how is that benefiting you?
We used it as a help desk ticketing system
Solid Support Tool
What do you like best about the product?
Zendesk is easy to use and set up. It also scales well with your support organization.
What do you dislike about the product?
Salesforce integration is weak, only allowing visibility of tickets, but little other value. In addition, the emails generated from the tickets are formatted excruciatingly painfully, making it nearly impossible to keep up with threads on long tickets.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support. Zendesk has made it easy to keep track of tickets and escalations.
Recommendations to others considering the product:
Evaluate all options, but Zendesk is a clear leader for me, small nits aside.
The best customer service ticketing system
What do you like best about the product?
I like the way we can filter tickets here depending on custom tags we added.
I like the feature wherein we can have a parent ticket and child tickets. Very useful when sending mass e-mails to certain number of recipients.
I like the feature wherein we can have a parent ticket and child tickets. Very useful when sending mass e-mails to certain number of recipients.
What do you dislike about the product?
Theres no desktop based application. Everything is browser based when you are working, although they have mobile app, but not all features are available there
What problems is the product solving and how is that benefiting you?
Providing technical support, customer service.
Recommendations to others considering the product:
Very easy to use ticketing system
Zendesk does the job!
What do you like best about the product?
I like the ease of use in keeping customer conversations neat and tidy, as well as the notes section. Getting into Zendesk (especially creating your own macros) is a bit of a learning curve, but just fine once you get the hang of it.
What do you dislike about the product?
I don't like how I'm unable to redact customers' sensitive information such as IDs if included in-line in an email. I end of having to delete the entire email and open up a brand new conversation.
What problems is the product solving and how is that benefiting you?
Zendesk has been a good stand-in for Kustomer, which we moved away from earlier this year.
It stores our helpdesk articles in an easy-to-navigate database, and is pretty intuitive with documenting customer conversations.
It stores our helpdesk articles in an easy-to-navigate database, and is pretty intuitive with documenting customer conversations.
Recommendations to others considering the product:
Go for it! If you need somewhere to go for support FOR the support, Zendesk is it! User friendly!
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