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Zendesk is great for supporting multiple devices and multiple locations.
What do you like best about the product?
I love the ease of searching old tickets. Email search at work can be a slow process but searching Zendesk is easy and quick.
What do you dislike about the product?
I don't currently have any dislikes for zendesk.
What problems is the product solving and how is that benefiting you?
I oversee 5 locations with over 600 devices so this is great for tracking device issues/rmas.
Recommendations to others considering the product:
Great for Technical support.
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One package for of your support needs
What do you like best about the product?
Ease of use, quick setup, fast working enviroment
What do you dislike about the product?
internal reporting and data exproting, need more raw data export features
What problems is the product solving and how is that benefiting you?
All of our clients support goes trough Zendesk
Recommendations to others considering the product:
Best single app to close all of support needs
Good Support Tool
What do you like best about the product?
My company previously used Zendesk, but switched to Desk.com for the Salesforce integration. I like Zendesk better. They have a more easy-to-use interface for managing and collaborating on customer support tickets. They also have a better interface for customer support pages.
What do you dislike about the product?
I really can think of no dislikes for Zendesk.
What problems is the product solving and how is that benefiting you?
Helps companies keep organized with support tickets all in one place. Allows for easy collaboration on tickets, so not just one person owns a case. As a manager, offers great insights into team performance on tickets.
Zendesk for IT Helpdesk
What do you like best about the product?
The fact that it is cloud based and accessible from most anywhere with access to the internet. There are also apps for iOS and Android devices that makes working help desk tickets and support requests easier from most all mobile devices.
What do you dislike about the product?
It could be more customize-able and it could have better feature to brand it to make it look like like your organizations web site. It is too expensive and you have to pay on a per support user as opposed to just a flat rate. They may have a flat rate that I do not know about. But, if they do have a flat rate then I would be quite certain that it would be well out side of what our budget would allow.
What problems is the product solving and how is that benefiting you?
we started using the product for IT help desk and support services at first. But, we have now added other depts to it such as the printing dept, web services, maintenance requests, and other similar depts.
Recommendations to others considering the product:
Simply give them a call and set up a webinar and let them show you what it does and see if it is a good fit for you. Also, do the same with other help desk software solutions. Compare all of them before you decide which one is right for you.
Great for helping customers with urgent issues
What do you like best about the product?
I like how quick tickets are received and how I can organize and search through tickets for optimal service.
What do you dislike about the product?
The platform was slightly difficult to learn at first but that was quickly remedied with casual use my first few days.
What problems is the product solving and how is that benefiting you?
Solving how to organize and quickly service customer support items. The platform gives us a one-stop shop method for addressing these tickets.
Automate Your Customer Service
What do you like best about the product?
Ticket workflow is easy to learn, easily set up and scaleable, good API integrations, cutting edge company.
What do you dislike about the product?
Some limitations in look and feel from a customer experience standpoint, not a lot of customization options. Have issues with voice latency.
What problems is the product solving and how is that benefiting you?
Reporting on customer service, help center knowledge base, email, live chat, phone for customer service, keeping track of past issues & identifying and resolving recurring customer issues.
Recommendations to others considering the product:
Every software has limitations. You might have unique needs that zendesk can’t help with. Get a good understanding of how zendesk works before implementing!
Great ticket management and prioritisation platform
What do you like best about the product?
I love how Zendesk integrates with various different platforms.
What do you dislike about the product?
Reporting - sometimes it's a little tricky to do
What problems is the product solving and how is that benefiting you?
Customer support issues, prioritisation of work, customer satisfaction and reduce ticket resolution times.
Recommendations to others considering the product:
I think that purely because Zendesk integrates with so many other tools such as Salesforce/ Intercom and the automated emails this tool really is something that can work it's way into your daily life for when managing customer support. The support portal is also a great feature for our customers.
Highly functional ticketing system.
What do you like best about the product?
How specifically I can drill down reporting.
What do you dislike about the product?
More frequent downtime than other applications.
What problems is the product solving and how is that benefiting you?
Customer support.
ZenDesk is flexible and a great way to manage the flow of work
What do you like best about the product?
I really loved the metrics we could get out of the system, and being able to have the client respond in-line with the issue via the automated emails.
What do you dislike about the product?
I have recently changed jobs, and I have gone from ZenDesk to now Jira Service Desk for support tickets. Unfortunately, I'm a bit spoiled and miss ZenDesk.
What problems is the product solving and how is that benefiting you?
For us it was to provide excellent reports that helped the client team tell the story of what was going on with their project or application deployment.
Recommendations to others considering the product:
Get referals and see how they can help you streamline the process
Great customer support tool.
What do you like best about the product?
Easy to manage tickets from customers amongst staff.
What do you dislike about the product?
Doesn’t always notify you when a customer responds.
What problems is the product solving and how is that benefiting you?
Helps us solve issues quickly.
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