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Great ITSM tool and help desk incident management
What do you like best about the product?
This is a great interface and GUI for IT professionals to keep track and follow up with incidents reported. Amazing ITSM interface and makes following ITIL practices easy.
What do you dislike about the product?
There is not too much to dislike about this platform. It is very user friendly and intuitive.
What problems is the product solving and how is that benefiting you?
We are solving day to day operations in a customer service ITSM environment. With growing demands it is a great tool to help automate follow ups and for customers to see how their issues are being solved as well.
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Good product
What do you like best about the product?
Ease of use, quick adaptation, straightforward
What do you dislike about the product?
Somewhat convoluted system, it's another thing to check, something else to log into. I have had some problems in the past with tickets being closed prematurely but I usually chalk that up to user error. It isn't a problem with the system, I'm sure.
What problems is the product solving and how is that benefiting you?
I know our web department uses the ticket system to manage requests. They really seem to love it.
Recommendations to others considering the product:
Good product, check it out!
What a mess!
What do you like best about the product?
Nothing about this program is good. I would not recommend.
What do you dislike about the product?
This thing is clunky and hard to use. It is very difficult to keep track of who you are even helping.
What problems is the product solving and how is that benefiting you?
None...just a headache.
Recommendations to others considering the product:
Don't or get very extensive training.
Great tool to interact with customers online
What do you like best about the product?
Easy, intuitive to use. Short keys for common sentences are great
What do you dislike about the product?
Nothing so far. Great tool to use for online chat
What problems is the product solving and how is that benefiting you?
Easier to interact with more customers at the same time. Phone 1:1, chat 1:X (X from 1 to 5?)
Easy Customer Support Ticket Management
What do you like best about the product?
Zendesk is easy to use and allows custom views so that I can keep track of my tickets, open and pending.
What do you dislike about the product?
I wish I could get the ticket number without having to hover or click on the ticket.
What problems is the product solving and how is that benefiting you?
We are a software company, so we manage everything from bugs to training to installations using the software, helping us keep track of priority tickets.
Recommendations to others considering the product:
It is certainly worth your time and effort to consider this support software.
Easy but lacking some fucntionality
What do you like best about the product?
The look and feel of the application is inviting and easy to read/use
What do you dislike about the product?
There are a couple functionality issues, one being not be able to search by date
What problems is the product solving and how is that benefiting you?
I am able to track and manage modifications and troubleshooting items easier and with more organization.
Recommendations to others considering the product:
This help desk product is very user friendly and has a great look and feel to it. There are some functionality issues with it but not enough to not use this product.
Top of the line customer support system
What do you like best about the product?
I've worked with Zendesk for several years, and it keeps getting better. It has more features that are useful, improvements on things that need it, and an easy-to-use and easy-to-customize interface. I recommend it to IT groups when I can.
What do you dislike about the product?
Sometimes things are challenging to implement, like multiple groups for differing client bases.
What problems is the product solving and how is that benefiting you?
Zendesk allows my company to manage the increasing number of support requests by providing our small team (less than 5) the tools to respond quickly and efficiently.
Recommendations to others considering the product:
I recommend looking at all ticketing systems, with Zendesk being the gold standard by which you compare others. If Zendesk doesn't do it, it's probably not worth tracking.
ZenDesk is easy to use
What do you like best about the product?
Ease of use, integrations of articles and automated update emails. Zendesk makes logging tickets and other bugs simple. Additionally the use of Zendesk to house forms for IT and other departments (internally) is an efficient manner to care for team members needs. The UI is also customizable for external branding.
What do you dislike about the product?
Searching for a submitted request, as a user, not admin, can be tedious.
What problems is the product solving and how is that benefiting you?
Submitting request forms, tickets, and other needs from internal users. Clients can submit help tickets. Additionally the system can suggest help articles for internal and external users as they begin submitting a request. This often solves the issue and creates one less submitted ticket.
It's an DECENT Chat Support Tool
What do you like best about the product?
Like the fact that -
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
What do you dislike about the product?
- UI could get better
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
What problems is the product solving and how is that benefiting you?
- Supporting users and answering questions of online visitors.
Recommendations to others considering the product:
We're also using Intrecom and not happy with it's reporting. I've personally used Drift which is headed in the right direction but don't have the authority to implement it in the org.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Helpful Management of Inbox
What do you like best about the product?
I like that I can work with my team to communicate clearly and effectively to our clients, all while staying on the same page!
What do you dislike about the product?
The language that Zendesk uses had a big growth curve for me. My team uses this service primarily for managing email, so I get confused about what all of the terms mean.
What problems is the product solving and how is that benefiting you?
We have at least two team members who need to be able to view and respond to comments and questions from clients. This is difficult to do in a typical inbox, but with Zendesk, it's not an issue!
Recommendations to others considering the product:
I don't know about other products out there, but once I got used to it, Zendesk has been easy to use and so helpful for my team. Not everyone on my team uses it at full capacity, but recently, have been using it more. I am hopeful that as my team fully commits to its use, then my satisfaction with Zendesk will be even higher. I especially like the Zendesk app. It's streamlined and even easier to use than the online version. My suggestion would be to read through all of the start up guides and really familiarize yourself. It takes a while to understand what all of the terminology means and how it applies to your situation. Also, start with just the basics. There is so much that can be utilized with this software, but if you start with all of it, it could be overwhelming. Although, I don't think my team is utilizing all the features that we could!
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