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Works Well, Pretty Straightforward
What do you like best about the product?
I like that it automatically updates tickets when a customer responds to something, and that it also re-opens a ticket if I close it and the customer responds.
What do you dislike about the product?
The settings are a bit oddly-placed and hard to find. I have to dig through multiple menus to see which agents are online and who's on break/lunch.
What problems is the product solving and how is that benefiting you?
A few other ticketing systems have been tested by our company, but Zendesk is the most sturdy and reliable. It gets slow and times, or sometimes goes down (like any server-based service), but they do a good job of reporting known issues on their website.
Recommendations to others considering the product:
I'm happy with the improvements made that put all the icons in one corner of the screen, instead of putting some on the top and others on the bottom.
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Zendesk is affordable and efficient
What do you like best about the product?
Very user friendly. Easy reporting tools.
What do you dislike about the product?
I can't really say I have experienced any true dislikes
What problems is the product solving and how is that benefiting you?
Having all reported issues in one place. Easy to search known issue and see resolution for issue.
Zendesk allows everyone in our organization to stay on top of tasks
What do you like best about the product?
The best part is that everyone can see what the status of a ticket is, no matter who opened it. I can also set reminders to follow up with that ticket.
What do you dislike about the product?
Needs more customization. We have very specific issues, need to be able to customize support more.
What problems is the product solving and how is that benefiting you?
Biggest issues we face are many issues coming all at one time. Keeping up with everything with Zendesk has been very helpful for things to not fall through the cracks
Reliable System, mediocre support
What do you like best about the product?
Zendesk is incredibly reliable when it comes to managing our customer's feedback and support related questions/issues. Our customers find it easy to use from right within our app, and the auto-prompted feedback surveys give us real-time feedback as it's received for each rep.
What do you dislike about the product?
If the system is down or you encounter a bug, be prepared to wait for a while for their support team. The interface for updating settings within your account are not incredibly user-friendly, but you can usually get a rep on the phone when need be. Overall, the functionality offers everything we need and there aren't enough times where we need support to make it a big enough drawback to switch.
What problems is the product solving and how is that benefiting you?
Technical support. We've realized improvements in our agent response time, feedback and areas for improvement on our product.
Zendesk Review
What do you like best about the product?
After using Zendesk for two different employers now, I can attest that it's easy and intuitive to get the hang of. It also seamlessly integrates with talkdesk and zopim (chat) which I use as part of my job as well.
What do you dislike about the product?
When I open a new tab or open a new ticket and the screen refreshes, my talkdesk status is always changed to "available" (no matter what the status was before) and I've gotten a few calls this way the moment this happened, even though I was not prepared for a call.
What problems is the product solving and how is that benefiting you?
We are solving the need to have a help desk, phone support, and live chat with an all-in-one solution.
Recommendations to others considering the product:
Highly recommended for help desk!
Zendesk review for Wisembly
What do you like best about the product?
Te best point: very complete and well integrated solution.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
What do you dislike about the product?
UI/UX is simple but a bit stark. Quite a few pages changes, would be great to have more single page application to switch less between pages and calls.
What problems is the product solving and how is that benefiting you?
We solve with Zendesk users/clients autonomy with well designed FAQ and self-confidence in the product with good help quality. Users that read our FAQ or contact us on Zendesk are more likely well on-boarded and more loyal over the time.
Recommendations to others considering the product:
I think Zendesk is a major help desk, maybe along Desk. It could be a bit costly but worth it for a well integrated and complete solution. One shop stop for all your support/faq/live help.
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
Excellent organization tool for customer support
What do you like best about the product?
I love that I'm able to set up triggers based off what customers would like assistance with to immediately triage that information to members of my team.
What do you dislike about the product?
Bit of a clunky interface and reporting need some help.
What problems is the product solving and how is that benefiting you?
Assists us with doing some deeper analysis of common recurring customer issues. Previously did not have this at the company, great stepping stone tool.
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
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.
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