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Not complicated lots of integrations
What do you like best about the product?
Not complicated, lots of integrations to hook into
What do you dislike about the product?
I don't think it friendly to multi-tenet situations
What problems is the product solving and how is that benefiting you?
An easy to use and administer incident management system
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Great for Small internal IT team
What do you like best about the product?
Quick, easy and Intuitive user interface, Provides a great customer experience out of the box with minimal setup and the low end user count is really cheap.
What do you dislike about the product?
Not very customisable, although with a bit of effort and reading the Support documentation there are some limited customisations you can make
What problems is the product solving and how is that benefiting you?
Internal IT Service Desk moved to this tool. It provides a better end user and customer experience with minimal setup. It allows quick, clean interaction between our small support team and our internal Customers. Also it is really cheap for the low user base option.
I have also integrated an external Customer Zendesk system with Salesforce Service Cloud via Zapier - it took just a days work to complete and test the Integration with the 2 systems communicating information back and forth opening Cases in Salesforce from Zendesk Tickets, providing 2-way updates and Closing the Tickets in Zendesk from Salesforce Cases.
Using Zendesk internally has helped in our IT Service Desk culture change, helping provide a modern and positive outlook when communicating with IT throughout the business simply by providing an easy to use email ticketing system that provides auto replies, closure emails and easy reporting.
I have also integrated an external Customer Zendesk system with Salesforce Service Cloud via Zapier - it took just a days work to complete and test the Integration with the 2 systems communicating information back and forth opening Cases in Salesforce from Zendesk Tickets, providing 2-way updates and Closing the Tickets in Zendesk from Salesforce Cases.
Using Zendesk internally has helped in our IT Service Desk culture change, helping provide a modern and positive outlook when communicating with IT throughout the business simply by providing an easy to use email ticketing system that provides auto replies, closure emails and easy reporting.
Recommendations to others considering the product:
For a Small Internal IT Team that uses email - this is an ideal solution. It also has some Good Integrations with the likes of Zapier which can come in very handy
Simpliest yet best ticketing system for helpdesk and customer service purpose
What do you like best about the product?
Zendesk is very easy to use, it also has the function for you to create a parent ticket and attach a child ticket to it so that whenever you need to send mass email (example due to outages), you just need to update only 1 single ticket and multiple users will receive the update. Also Zendesk allows me to customize macro which makes my work easier whenever I need to send a custom template/message to a ticket
What do you dislike about the product?
It is only available for browser, mobile app is not that good. Hoping that it would have a desktop app soon as browsers eats so much ram especially when you are viewing multiple tickets
What problems is the product solving and how is that benefiting you?
Helpdesk and internal ticketing
Recommendations to others considering the product:
Zendesk is the best ticketing system for me although it is somehow pricey but it is worth it!
Zendesk Chat Nice Feature!
What do you like best about the product?
Zendesk chat feature is great for customer service. My experience has been all good. It’s so easy to customize to your brand, settings is easy to understand (for example when to turn on/off, or set for holiday/business closure hours).
What do you dislike about the product?
I haven’t had any bad experience using this to date.
What problems is the product solving and how is that benefiting you?
This was used to answer any customer questions or issues when customers didn’t want to call into our call center. It provides another option for customers to use at their convenience. It also provides business to have a way to save chat transcriptions for every inquiry/issue, and be able to reference at another time (if needed).
Recommendations to others considering the product:
Great tool for customer support.
Best ticketing system ever!
What do you like best about the product?
Zendesk is simple and very easy to navigate. What I like the most is the way that I can add tags on tickets then have a view of filtered tickets that has certain tags on it.
What do you dislike about the product?
Zendesk is somehow pricey compared to others but its worth it!
What problems is the product solving and how is that benefiting you?
Technical ticketing system
Recommendations to others considering the product:
it's easy to navigate at Zendesk
Easy to use browser based Helpdesk software
What do you like best about the product?
It has a well thought out design and makes it easy to find tickets. It makes it easy to find and respond to tickets. I like being able to customize the ticket views as well. I love how easy it is for all of our techs to assign ourselves tickets, and I love that we can easily get insight into who has been responded to and who is waiting for help.
What do you dislike about the product?
I wish you could insert an image as opposed to attaching it. This makes it easier for customers to see screenshots. The customized views do not show up in the Android app, this makes it hard for me to use them. I wish there were more columns on the main screen. I want to be able to see what company the requester works for, or at least their email address.
What problems is the product solving and how is that benefiting you?
Having all of our clients send work requests to a single place where we can easily delegate tasks and keep up with new requests.
Easy visibility to the business
What do you like best about the product?
Team collaboration, integration with jira and slack. Dashboard and reporting.
What do you dislike about the product?
mobile app could be better, the reports are not easily customizable
What problems is the product solving and how is that benefiting you?
Visibility to customer issues
Great product
What do you like best about the product?
Easy way to communicate with customers and can quickly send out mass updates
What do you dislike about the product?
Searching for tickets by category doesn’t work well.
What problems is the product solving and how is that benefiting you?
Able to track what type of issues arise, and easy communication when having anvoutage
Great customer support solution
What do you like best about the product?
Zendesk gives us the chance to offer a support solution tht is economical, scalable, and well suited to our available staffing.
What do you dislike about the product?
Its a bit of a pain that other external users cant track or access cases. Its not exactly the most user friendly interface.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track user issues and to quickly respond to customer support.
Great Product and easy to use.
What do you like best about the product?
Google Translate Option
Window Notifications
Window Notifications
What do you dislike about the product?
Some of the sounds notifications are quite annoying.
Should be an option to block/monitor certain users, but not the IP address.
Should be an option to block/monitor certain users, but not the IP address.
What problems is the product solving and how is that benefiting you?
This features offers a quick way to communicate with clients that don't have the time to call in. It allows reps to multitask as well.
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