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A great way to interface with customers
What do you like best about the product?
Gives you a more instant connection with your customer. Adding this with Zendsek allowed me to know what a customer needed in real time versus waiting for an email response. This also emailed the chat log with the customer's information to them. Then it created the ticket with all of this as well.
What do you dislike about the product?
It was a bit resource intensive. Sometimes it would be slow to react or take too long to load up a conversation. If they could speed it up a bit more the product would be excellent.
What problems is the product solving and how is that benefiting you?
The need to support customers in real time.
Recommendations to others considering the product:
There are a few options out there in terms of chat but this one works really well and integrates directly with Zendesk. There is a lot of information that you can gather with it and is probably the best support chat I have seen.
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Best in class for a reason
What do you like best about the product?
The customization capability is what really sets Zendesk apart. Administration and management of the system are incredibly intuitive and the UI is stellar. Being able to define workflows has been important for our organization, along with customizing views to understand specific issues within components of our platform
What do you dislike about the product?
My only real gripe is the helpfulness of the individual dashboard to my employees. This screen has the ability to be powerful but ends up hardly ever being used because of the impact to the end user
What problems is the product solving and how is that benefiting you?
Rapid response to platform issues with our SaaS offering. Tied into our account, SSO into Zendesk, the experience is seamless and easy for the team
Recommendations to others considering the product:
If you need a racecar, don't try to fit your needs with a Pinto
Just what I need
What do you like best about the product?
It's my go to place to easily view, communicate, and resolve important problems.
What do you dislike about the product?
The chat product is separate and sometimes there's a lag between the two. The emails generated have a lot of noise.
What problems is the product solving and how is that benefiting you?
Support! Our customers with questions and concerns about our product use the chat widget to chat it in. Also, they can email us to ask questions.
Easy, Intuitive
What do you like best about the product?
ZenDesk seems User focused. Everything is easy to understand and there are shortcuts everywhere if you take the time to learn about them.
What do you dislike about the product?
ZenDesk can tend to lag if you don't restart every once in a while.
What problems is the product solving and how is that benefiting you?
I use ZenDesk in order to communicate with our Users through phone, chats, and email
Recommendations to others considering the product:
So much easier than Salesforce and much more effective too.
Zendesk is amazing!
What do you like best about the product?
Helps prioritize our support requests. Also helps us remember our support requests.
What do you dislike about the product?
The reports are not as user friendly as I would like.
What problems is the product solving and how is that benefiting you?
Remembering what we need to do to help our staff/faculty/students and prioritize those needs.
It does everything we need it to
What do you like best about the product?
It integrates nicely into Slack, along with JIRA, which is beneficial to our support processes.
What do you dislike about the product?
Some of the setup for triggers and automations is time consuming and never gives you full confidence that it is working as intended.
What problems is the product solving and how is that benefiting you?
Technical support for our software solutions. Benefits include a central location for all support requests from clients.
Recommendations to others considering the product:
Make sure it integrates with your other tools, and if so, give it a shot. We have been generally happy with it's feature-set.
Usage of Zendesk in a Virtual Customer Support Environment
What do you like best about the product?
I like it's functionality, the fields are clear and concise.
What do you dislike about the product?
I strongly dislike that I cannot download an excel spreadsheet of tickets to search for something. It is extremely hard and inefficient to look through tickets individually if you need to go back and grab something.
What problems is the product solving and how is that benefiting you?
It is used as our customer service ticketing system. The benefit is accurate documentation of all customer contacts.
Easy to use for customer support
What do you like best about the product?
It is easy to use for customer support service.
What do you dislike about the product?
There is nothing that I dislike about it.
What problems is the product solving and how is that benefiting you?
We are able to communicate with customers easily regarding customer issues.
Good product, good value
What do you like best about the product?
It's relatively easy to navigate Zendesk and it really has much of what you need to run a fairly large support organization.
What do you dislike about the product?
Some of the reporting functionality could be a little easier to work with.
What problems is the product solving and how is that benefiting you?
It allows us to manage all of our customer support needs, including ticket management, a knowledge base and a user community.
Great tool for support
What do you like best about the product?
Easy to keep track of tickets and support our customers. Nice from both a user side and a support provider side
What do you dislike about the product?
Not the prettiest interface and can look cluttered if you need to have a lot open
What problems is the product solving and how is that benefiting you?
Makes it easy to support our customers and get our whole team involved to give them the right answer fast
Recommendations to others considering the product:
Make use of custom filters - you can get great visibility with not too much work
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