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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
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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.
Zones has been great
What do you like best about the product?
The interface is easy to use and the integrations are useful
What do you dislike about the product?
Having multiple accounts has been frustrating with difficulty in combining data.
What problems is the product solving and how is that benefiting you?
Tracking support requests
Recommendations to others considering the product:
Integrations
Zendesk Review as a User
What do you like best about the product?
I like how you can set reminders on tickets for follow up. This feature is so helpful because it allows us to be on top of reach out to new clients. It also helps with proactive reach out which is important for client retention.
What do you dislike about the product?
I don't like the page layout, I feel as if there is too much on the screen. The middle section for client response should be expanded more. It just seems very crowded and not that user friendly.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as a way to track communication with clients. We are able to onboard new clients as well as keep a consistent communication with existing clients.
Recommendations to others considering the product:
It would be great if you could include more information on clients like contracts and all points of contact within Zendesk.
The best software we've had so far
What do you like best about the product?
We recently moved to Zendesk in early 2016. I had been using another program called Help Shift to answer customer service tickets - it was a bit convoluted and hard to navigate. I like that it's an effective way to answer customer service tickets; I also like that email and chat tickets are kept separately and there is an auto-routing feature (that cuts down on the time I've spent routing in the past). I like that it has multi-channel support: email, web, phone, chat, social media; previously we had to use a completely other service to view our social media (Sprout). This is a lot more streamlined.
What do you dislike about the product?
I wish you could add assignees on to tickets (if it were a group ticket), but that's about all I can think of! Other than that, I really love using this software and it's much better than our previous one.
What problems is the product solving and how is that benefiting you?
You can view your own stats and feedback - that's been my favorite part of this. You don't have to go running to a team lead or manager to figure out your feedback on tickets or wait for them to QA you. You can also create different views depending on department or subject matter - it's very customizable in that way!
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