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Tidy, modern interface with some slight faults
What do you like best about the product?
Pretty intuitive and the interface is tidy, considering how much is going on. It's a more modern app than the competitors I've used.
What do you dislike about the product?
It should be a bit easier to email transcripts to the user, maybe with a one-click button. I also wish it was more obvious that they can upload a file - you have to click Options to see it. I wish the Visitors list was in order of when they entered chat. I'm not sure what the actual order is.
What problems is the product solving and how is that benefiting you?
Our users prefer chat over email or phone so we field a lot of requests each day. ZD Chat is pretty slick and easy to use.
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Gets the job done
What do you like best about the product?
Easily searchable, which is a huge benefit over employees using their own individual inboxes for client communication. Customizable to a point. The macros (templates) are very easy to add and edit.
What do you dislike about the product?
Very basic functionality. The reporting is mediocre.
What problems is the product solving and how is that benefiting you?
Tracking response and resolution time is important for a customer success role, which Zendesk can easily provide.
Zendesk is fast, reliable and easy to use.
What do you like best about the product?
What I like the best about Zendesk is it is easy to find my tickets and they have an app so I can know if I have tickets waiting in my inbox while I am out and about. The other great thing about this service is the ability to collaborate easily with other teammates by having the option to leave comments internally. We really like the fact that customers can login to their account and find all of their old tickets quickly and easily and also that we can do the same.
What do you dislike about the product?
I dislike the fact that you can get 10 positive tickets and your satisfaction rating will not go up but if you get just 1 negative one it will go down. Sometimes the service will run very slow and will be impossible to use, I do find that it has more glitches than we would like but usually, these are fixed quickly.
What problems is the product solving and how is that benefiting you?
We use it for Customer Service so it solves the problem of us not being able to speak with customers quickly and efficiently. The benefits are the ease of finding tickets and being able to easily collaborate with other team members.
Recommendations to others considering the product:
Have your own system for determining customer satisfaction
Super solution for loving our customers
What do you like best about the product?
The collation of all incoming support inquires in one place, so all team members can view any enquiey throughout the conversation
What do you dislike about the product?
If it is a long duration of responses with attachments the customer gets massive long email each time. Plus the attachments are not clear enoughly displayed for the customer.
What problems is the product solving and how is that benefiting you?
Seemless internal communication & so imporoved workflow & customer support.
Recommendations to others considering the product:
Notify customers that any attachments appear as a link
Great
What do you like best about the product?
Zen desk easily allowed external ticket resolution within my work with a support organization. Easily referencing tickets and adding key stakeholders.
What do you dislike about the product?
The UI I used was slightly archaic/bare bones. Thingns don't need to be pretty but there is a point of diminishing returns that should be reached before giving up on UI.
What problems is the product solving and how is that benefiting you?
We were onboarding advertising clients into a digital dashboarding and data warehousing project to streamline their current reporting setups on media campaigns.
Zendesk is somewhat Zenful
What do you like best about the product?
I like the ability for app integration and the help center that you can create for your end-users.
What do you dislike about the product?
There are a few things about Zendesk that I would like to see improve:
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
1) the functions for Zendesk are limited. For instance, when you create new categories or sub-categories you are not able to move the items and place them to your own sort. The ability to sort is there, but if I have a list of Customers and I wanted All Company to be at the top of the list but I can't because I have another Company named ABC Company which will show before All Company when you sort it.
2) Help Center does need better capabilities that are more user friendly, as it is pretty much like a wiki or a webpage so if we can edit the page like you could if you were creating a website that would be awesome. Ability to add a side menu for external links or something would be helpful so you can use Help Center for everything. Instead limiting it to those that know how to code.
What problems is the product solving and how is that benefiting you?
We use Zendesk for Help Desk and Application Support so it is a good tool to track tickets for issues from end-users. It helps me solve peoples issues and questions in regards to our application. I realized that having a tool like Zendesk is a need in any type of business.
Great usability; not yet an Enterprise product
What do you like best about the product?
Zendesk is very agent/end user friendly. The UI is clean, modern, well-designed and very easy to learn. We barely need to train people on Zendesk since it's so easy to pick up from an agent perspective.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
A lot of the features are very well thought out, particularly the triggers and automations functionality. As a technical user, I also love how well the APIs and features are documented in general. Unfortunately still some limitations to the majority of features, though, that limit the potential business value.
What do you dislike about the product?
I've been using Zendesk for three years now, both as a user and an admin. In that time, we've steadily been going upmarket and, as we've done so, I've noticed more limitations with Zendesk. I should stress that the majority of these are as an operations professional/administrator, not a user. Users have remained happy with the tool throughout.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
In summary, my key issues with the tool are as follows:
User permissions are too broad:
It generally feels like you have to give someone all permissions or nothing. You'll end up making someone an administrator just to give them access to one particular feature that customising other profiles won't allow. It's also very difficult to set the access levels to tickets correctly. For example, if a customer says they only want Agent A to handle their tickets or wants to sign an NDA, I can't realistically prevent Agent B from seeing those tickets if they create a custom view or search for said tickets.
Difficulty integration with other key systems:
Zendesk offers an out-of-the-box Salesforce integration, which is no use at all if you want to sync objects other than accounts and contacts. We had to write a very expensive integration to get the data into Zendesk the way we want it.
No robust sandbox/testing environment:
If you have a "sandbox" account in Zendesk, it's basically its own separate entity. There's no way to push changes from one sandbox to another unless you want to go to the effort of writing your own script. So, you can test a new set of triggers or automations in sandbox, but you have to rebuild them by hand again in product, which increases the level of effort and the likelihood of making errors.
Support tends towards non-technical:
Support has been better lately and I have no complaints about their friendliness/tone. However, I'll often reach out about something technical and will have to go through a few levels of support before I get to someone who can help me out. That can be frustrating.
Basically, Zendesk was absolutely wonderful when the business was younger and less complex and remains great in many ways and definitely better than the majority of platform out there, but as we're gone upmarket, the gaps have really started to show.
What problems is the product solving and how is that benefiting you?
We use Zendesk to answer technical and billing questions from our users. Great tool, has really helped us streamline our case routes and provide us with data showing that we are hitting our contractual SLAs. Also very handy to produce data that indicates we need to hire more support staff in specific locations.
Recommendations to others considering the product:
If you want a true Enterprise level product, consider other options. If you're just starting out, Zendesk is fantastic.
Zendesk
What do you like best about the product?
Love that Zendesk has the links I need set up so that I can see all of my customer's information with one click
What do you dislike about the product?
Not being able to see what my customers see on their screen.
What problems is the product solving and how is that benefiting you?
At this stage, I can't say whether any problems were solved or benefits have been realized as it is the only help desk software I've used to date.
ZenDesk Review
What do you like best about the product?
The simplicity of being able to have multiple tabs and cases open, that was the best part of the entire program.
What do you dislike about the product?
The small font made ZenDesk a little bit hard to figure things out, but once I adjusted the screen it was all fine.
What problems is the product solving and how is that benefiting you?
Customer experience relations involving ticket management, integration with our multiple teams, multiple users, and more.
Works well
What do you like best about the product?
Works very well to track support issues
What do you dislike about the product?
I don't know of anything we dont like today
What problems is the product solving and how is that benefiting you?
customer issue and support tracking
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