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My Zendesk Review
What do you like best about the product?
Super easy to use, easy to setup. Integrates with a ton of apps
What do you dislike about the product?
they dont have on demand agent accounts.
What problems is the product solving and how is that benefiting you?
customer service interactions in one place
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We use ZenDesk in a customer support environment for user and partners
What do you like best about the product?
Easy system to organize tickets. Setting up personal views is convenient as well as ticket sharing.
What do you dislike about the product?
ZenDesk can become sluggish at times and take a bit of tweaking to set up SLA the way we need it. I've had a problem with recipients not receiving a ticket I sent and it was not easy to see what the problem was.
What problems is the product solving and how is that benefiting you?
We are a payment processor for crowdfunding sites and merchants. We get a massive amount of tickets and ZenDesk is great at organizing it all and helping keep us with SLA. We are able to share tickets with certain partners.
Functionality is the key
What do you like best about the product?
The ability to access support tickets while on the road.
What do you dislike about the product?
While accessing support tickets on the road, the app does not allow me to see who else may be viewing the identical ticket and as a result there is sometimes responses made from different support folks for the same ticket because they cannot see one another in the ticket.
What problems is the product solving and how is that benefiting you?
Traditional customer service elements. The management system allows my colleagues and I to directly manage our own support requests but to comment on one anothers.
Recommendations to others considering the product:
It has an easy to use interface and allows for users to see tickets across the board.
Great software with an easy to use interface
What do you like best about the product?
Easy to use
Pretty straightforward
Good for communicating
Pretty straightforward
Good for communicating
What do you dislike about the product?
Sometimes tasks get lost
Not always quick to find the support cases
Not always quick to find the support cases
What problems is the product solving and how is that benefiting you?
Customer support
Nice well-thought out support tool
What do you like best about the product?
I'm a fan of how easy it is to keep track of support tickets-- the alerts and updates are timely and relevant, and I like how it's easy to give feedback for support interactions. I also like that a ticket can be started just be sending an email.
What do you dislike about the product?
Not sure if this is a realistic expectation, but when I receive a ticket it would be nice if there was some sort of time estimate included so it didn't seem like the ticket just gets thrown onto the vast pile. The confirmation email is helpful, but more information about volume and wait times would be nice.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
I also wish that feedback was anonymous. I've had support agents email me, upset that I said I did not feel problems were resolved to my satisfaction.
What problems is the product solving and how is that benefiting you?
Technical support is received a lot more quickly now that we've started using zendesk. I used to call in when I had a problem, but now starting a ticket is enough.
Recommendations to others considering the product:
If you can get a trial of the product, I definitely recommend it because it's very intuitive and the flow of updates, confirmations, and reminders is very logical and keeps the process moving. Trying it yourself is the best way to see this. I find that problems get resolved so much faster since we started using Zendesk.
Regular use on a daily basis.
What do you like best about the product?
Easy to learn. Account setting up easy to get into and
What do you dislike about the product?
Logging in issues. Had to continually log in.
What problems is the product solving and how is that benefiting you?
Customer responses.
Zendesk: A lot better than I thought it would be
What do you like best about the product?
The ability to update tickets early through email, website or mobile app. i also like the updates displayed on the left side of the website.
What do you dislike about the product?
The user interface is a little confusing to navigate and I don't like how you can submit as open instead of just saving an update.
What problems is the product solving and how is that benefiting you?
The organization of all tickets that we have. The ability of a client to create tickets and just get help in general.
Always Helpful!
What do you like best about the product?
I enjoy how easy it is to use when searching for certain companies or certain tickets that we have kept track of. The search bar is always easy to find and it always helps when they do an update and let s know what exactly has changed.
What do you dislike about the product?
Sometimes when searching I am not able to look for more than one criteria. I would like to have an advanced search where I can look for maybe a company name and ticket ID
What problems is the product solving and how is that benefiting you?
I help with resolving Customer Service Incidents. The tickets come in and are always very easy to find and there are certain triggers that can be set up so that they can get directly assigned to me.
Zendesk review
What do you like best about the product?
User friendly.
We use it in office and our staff on the road uses it on their iPad.
Great software
We use it in office and our staff on the road uses it on their iPad.
Great software
What do you dislike about the product?
Can't do everything in one program. We use for property management so we have to use an accounting program also for po's ect
What problems is the product solving and how is that benefiting you?
Property management. We use zendesk to assign tickets to our staff to do repairs ect.
Recommendations to others considering the product:
Great tool for property management companies
Zendesk brings peace and comfort
What do you like best about the product?
Zendesk is extremely easy to use. The dashboard is really user-friendly. It's nice to have the peace of mind that our customers have an easy way to reach out when they need support.
What do you dislike about the product?
My only complaint is about the chat widget. You can only have chat active or emails/knowledge base. You can't have all three.
What problems is the product solving and how is that benefiting you?
We have an open communication with our clients. We have the ability to meet their needs and answer any questions they have. It helps us become more available than ever before to our customers.
Recommendations to others considering the product:
Learn the tools first and then deploy. Zendesk has a great Knowledge Base. Although you can easily get through it on your own, utilize Zendesk's available resources.
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