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ZenDesk is a Great Product
What do you like best about the product?
I really like the user interface and the ability to integrate with a program like Jira. It really helps us do a good job in meeting what the customer needs. I like the customer support. Whenever we seem to have any issues, they are very responsive with giving us feedback or pointing toward the place where we can find the answer.
What do you dislike about the product?
I think that the upgrade tried to add a lot more graphics to the UI, and make it a lot more fun to use, but in the end I think it was detrimental to the UI and how fast things are. I could care less about how the colors look like and care more about the service provided. I dislike sometimes that the site has extended maintenance windows especially during the office hours, but times when we are trying to catch up on work.
What problems is the product solving and how is that benefiting you?
We are trying to solve better ways to interact with our customers and complete the needs faster. I think there should be a couple of more features with work tasking so that people can be given certain accounts or certain customers in an automated manner, and not have to have an administrator do this task. Otherwise I think that it is definitely headed in the right direction and will continue being a customer of this product.
Recommendations to others considering the product:
It definitely is the best software out there for what we need. I really enjoy using it so, definitely try it before going with a competitor.
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Great Ticketing System
What do you like best about the product?
Zendesk is a great way to track all of our tickets, and keep ensure they are being closed out in a timely manner.
What do you dislike about the product?
I honestly can't think of anything ZenDesk could be doing better. It is a fantastic tool.
What problems is the product solving and how is that benefiting you?
Zendesk allow our users to log issues easily via email or web portal, and track any updates.
We have just went Live with the new software
What do you like best about the product?
I like having the options to add more details to customers accounts.
What do you dislike about the product?
I am a new user so not much to say about disliking the product
What problems is the product solving and how is that benefiting you?
I work in customer service so we are always supporting customer ordering needs
ZenDesk Review
What do you like best about the product?
The tracking of action taken with each request for assistance, the ability to create canned responses for the repeat issues from users and the forward to another admin for issues. The ability to take screen shots to send to users regarding a variety of issues and problems.
What do you dislike about the product?
We were in a consortium and at first it was smooth, then our consortium decided to "group" all users together and it made it difficult to service our customers. Too many chefs in the kitchen. Other admins from other institutions did not pay special attention to incoming customer requests. They started answering all request no matter where they were located creating much confusion for our customers.
What problems is the product solving and how is that benefiting you?
Requests for college online lms issues, login, password resets, clarifying submission instructions of their course work in the lms being used at the time. etc.
Recommendations to others considering the product:
Zendesk was good to use and I would use it again if given the opportunity.
Good communication platform between IT and end-users
What do you like best about the product?
Ability to communicate within platform with interface to user's built-in email.
What do you dislike about the product?
Hidden/Public messaging functionality may leave end-users out of key parts of help desk conversations.
What problems is the product solving and how is that benefiting you?
IT Service Desk functionality to streamline and track service requests.
WOW what a System
What do you like best about the product?
Overthinking this is an amazing system and there are so many functions, you can not go wrong with this system.
What do you dislike about the product?
there is nothing wrong and it is and amazing interactive sytem
What problems is the product solving and how is that benefiting you?
no more dropped calls and the connection with the customer seems to be more personal.
Zendesk Review
What do you like best about the product?
Zendesk makes it easy and fluid to both see and address tickets in the workplace
What do you dislike about the product?
I don't like that I have to continuously press the refresh button to see new tickets. It would be easier if they rolled in as they come.
What problems is the product solving and how is that benefiting you?
All tickets in my workplace go through Zendesk
Easy to manage multiple email accounts.
What do you like best about the product?
I like using Zendesk because it puts all of our inquiries from customers in one place. I don't have to worry about checking 14+ different emails for our associations.
What do you dislike about the product?
The help team isn't always responsive in a timely manner.
What problems is the product solving and how is that benefiting you?
I realize that we could not properly manage all of our emails without Zendesk, and we are able to better support the members of our associations.
Excellent for startups needing to manage customer support
What do you like best about the product?
Zendesk has a simple interface that makes it easy to get started. The default email templates look professional and are a great starting point for further customisation. Support for Slack provided good integration with our existing workflow.
What do you dislike about the product?
Initially the user interface sometimes felt a bit clunky. However there has been a recent upgrade that has improved it significantly.
What problems is the product solving and how is that benefiting you?
Zendesk helped us move from plain email for customer support to a more streamlined service. This has allowed us to provide better service to our customers, and monitor our own performance in relation to other similar companies. Our waiting times have reduced since starting to use Zendesk.
Love it!
What do you like best about the product?
The ease of sending emails internally and externally! It's very easy to communicate with different departments within my company and also assist customers!
What do you dislike about the product?
There seems to be a lot of website crashes which slows down work.
What problems is the product solving and how is that benefiting you?
Communicating with multiple departments, and also management is able to gather a lot of data to analyze how the agents are doing, and to isolate issues that customers are having.
Recommendations to others considering the product:
If you have a large support team, and multiple departments in your company, Zendesk is the way to go!
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