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Application Support Specialist
What do you like best about the product?
The ability to search for related tickets
What do you dislike about the product?
Email forwarding removes email addresses
What problems is the product solving and how is that benefiting you?
Customer support in 1 location. Easy to refer back to customers and build relationships.
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Fast and Light
What do you like best about the product?
The design of the user interface is easy on the eyes; at first glance.
What do you dislike about the product?
Lack of search suggestions, CSS boxes stack on top of each other, leaving menus hidden by images.
What problems is the product solving and how is that benefiting you?
It's become much simpler to find information needed for operations at work with the streamlined management of reports and information.
The ease of Zendesk
What do you like best about the product?
Multitasking, Zendesk makes it super easy to be working on multiple tickets at one time. Everything stays organized and is constantly updating so no information is missed. Also there seems to be more functions I find every time I log in.
What do you dislike about the product?
Since it is good at multitasking, the speed off the program can be altered as well. Keeping it running smoothly requires having maybe two other tabs open. Any more can start slowing it down.
What problems is the product solving and how is that benefiting you?
Zendesk keeps us in constant contact with the most valuable part of our company, our customers. Being able to search through the entire program with key terms can help us see how big of an issue is, and then of course mass reply to save time. Efficient!
Recommendations to others considering the product:
I would recommend doing the trial to a full length. Zendesk is perfect if it is utilized in the correct ways, it may be good for one company but for another. Be sure to go over all functions so you can use it properly when you launch it. Programs like Zendesk are better when you can fully understand it.
Zendesk is great for tracking customer service, but the mobile app could use work!
What do you like best about the product?
- Syncs with Shopify orders can view order history when I am responding to issues
- Can save responses easily to use on order issues
- Ability to add documents for customers to find instructions
- Can save responses easily to use on order issues
- Ability to add documents for customers to find instructions
What do you dislike about the product?
- Mobile website updates frequently and instead of in the same app they make a new app
- Notifications are difficult to manage. Should be simpler to turn on/off what sorts of notifications you would like to receive
- Notifications are difficult to manage. Should be simpler to turn on/off what sorts of notifications you would like to receive
What problems is the product solving and how is that benefiting you?
Customer service. The benefits are everything in one place, and we can view what our employees are saying. We can also very easily save our responses to new issues and use them in the future, saving time on customer service
ZenDesk
What do you like best about the product?
We use ZenDesk as a team. It's a convenient way to record support calls we receive and how we resolve issues.
What do you dislike about the product?
There's a lot of graphs and charts we try to use to keep track of team progress which is a little confusing.
What problems is the product solving and how is that benefiting you?
We keep track of support calls, the work that's been done with calls, email customers and use charts for progress.
Zendesk is very efficient and easy to use.
What do you like best about the product?
The navigation is really easy as fluid.
What do you dislike about the product?
The latency issues are a bummer but it's still good.
What problems is the product solving and how is that benefiting you?
We used Zendesk as a case generator for customer to email support so we were able to view their support history.
Recommendations to others considering the product:
Do it!
A cool platform to answer helpdesk inquiries
What do you like best about the product?
The software is easy to use when opening customer tickets and entering their order and contact information. Anytime we have Inquiries this tool has no issue with quick turnaround for resolving our problems.
What do you dislike about the product?
The screens are pretty basic and I've only been able to use one screen at a time when logging into customer profiles.
What problems is the product solving and how is that benefiting you?
Eliminates all manual warehouse manager lookup as all data from Wow, CyberSource, etc is found in here.
Recommendations to others considering the product:
I believe this is a viable solution for all small to mid size businesses.
Zendesk, complete solution for customer interactions
What do you like best about the product?
You can use Zendesk to communicate with customers via phone, email and chat. ALL of which can be recorded for easy reference
What do you dislike about the product?
No live chat support option. If I need assistance as a new user utilizing Zendesk, a chat option would provide quick and easy answers.
What problems is the product solving and how is that benefiting you?
Business problems I solve include assisting all clients with their issues and questions when using our services and products.
Great Support Tool
What do you like best about the product?
Zendesk support is easy to implement on your own. Their knowledge base is super helpful and their support team is quick to respond and resolve your issues or answer your questions.
What do you dislike about the product?
The product has a focus on 'groups' where we would prefer to be able to assign or associate by agent. There is a lot to learn from the admin perspective, but there is a learning curve with any new product - this is where their awesome support comes into play!
What problems is the product solving and how is that benefiting you?
Improving our support workflows and increasing efficiency. We are working on creating our knowledge base and hope to use in in conjunction with one of their auto answer products to help make level 1 support more efficient. We have also implemented ZD Talk which has helped us get all communications documented in a single space.
Recommendations to others considering the product:
It's a great support tool. There is so much you can do with the tool and tons of integrations and add on apps to work with.
It's ok
What do you like best about the product?
It was easy to use and integrated with zoho crm
What do you dislike about the product?
Not much you are able to change. Couldn't customize.
What problems is the product solving and how is that benefiting you?
We used as our ticketing system
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