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Zendesk Review as a User
What do you like best about the product?
I like how you can set reminders on tickets for follow up. This feature is so helpful because it allows us to be on top of reach out to new clients. It also helps with proactive reach out which is important for client retention.
What do you dislike about the product?
I don't like the page layout, I feel as if there is too much on the screen. The middle section for client response should be expanded more. It just seems very crowded and not that user friendly.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as a way to track communication with clients. We are able to onboard new clients as well as keep a consistent communication with existing clients.
Recommendations to others considering the product:
It would be great if you could include more information on clients like contracts and all points of contact within Zendesk.
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The best software we've had so far
What do you like best about the product?
We recently moved to Zendesk in early 2016. I had been using another program called Help Shift to answer customer service tickets - it was a bit convoluted and hard to navigate. I like that it's an effective way to answer customer service tickets; I also like that email and chat tickets are kept separately and there is an auto-routing feature (that cuts down on the time I've spent routing in the past). I like that it has multi-channel support: email, web, phone, chat, social media; previously we had to use a completely other service to view our social media (Sprout). This is a lot more streamlined.
What do you dislike about the product?
I wish you could add assignees on to tickets (if it were a group ticket), but that's about all I can think of! Other than that, I really love using this software and it's much better than our previous one.
What problems is the product solving and how is that benefiting you?
You can view your own stats and feedback - that's been my favorite part of this. You don't have to go running to a team lead or manager to figure out your feedback on tickets or wait for them to QA you. You can also create different views depending on department or subject matter - it's very customizable in that way!
ZenDesk is a Great Product
What do you like best about the product?
I really like the user interface and the ability to integrate with a program like Jira. It really helps us do a good job in meeting what the customer needs. I like the customer support. Whenever we seem to have any issues, they are very responsive with giving us feedback or pointing toward the place where we can find the answer.
What do you dislike about the product?
I think that the upgrade tried to add a lot more graphics to the UI, and make it a lot more fun to use, but in the end I think it was detrimental to the UI and how fast things are. I could care less about how the colors look like and care more about the service provided. I dislike sometimes that the site has extended maintenance windows especially during the office hours, but times when we are trying to catch up on work.
What problems is the product solving and how is that benefiting you?
We are trying to solve better ways to interact with our customers and complete the needs faster. I think there should be a couple of more features with work tasking so that people can be given certain accounts or certain customers in an automated manner, and not have to have an administrator do this task. Otherwise I think that it is definitely headed in the right direction and will continue being a customer of this product.
Recommendations to others considering the product:
It definitely is the best software out there for what we need. I really enjoy using it so, definitely try it before going with a competitor.
Great Ticketing System
What do you like best about the product?
Zendesk is a great way to track all of our tickets, and keep ensure they are being closed out in a timely manner.
What do you dislike about the product?
I honestly can't think of anything ZenDesk could be doing better. It is a fantastic tool.
What problems is the product solving and how is that benefiting you?
Zendesk allow our users to log issues easily via email or web portal, and track any updates.
We have just went Live with the new software
What do you like best about the product?
I like having the options to add more details to customers accounts.
What do you dislike about the product?
I am a new user so not much to say about disliking the product
What problems is the product solving and how is that benefiting you?
I work in customer service so we are always supporting customer ordering needs
ZenDesk Review
What do you like best about the product?
The tracking of action taken with each request for assistance, the ability to create canned responses for the repeat issues from users and the forward to another admin for issues. The ability to take screen shots to send to users regarding a variety of issues and problems.
What do you dislike about the product?
We were in a consortium and at first it was smooth, then our consortium decided to "group" all users together and it made it difficult to service our customers. Too many chefs in the kitchen. Other admins from other institutions did not pay special attention to incoming customer requests. They started answering all request no matter where they were located creating much confusion for our customers.
What problems is the product solving and how is that benefiting you?
Requests for college online lms issues, login, password resets, clarifying submission instructions of their course work in the lms being used at the time. etc.
Recommendations to others considering the product:
Zendesk was good to use and I would use it again if given the opportunity.
Good communication platform between IT and end-users
What do you like best about the product?
Ability to communicate within platform with interface to user's built-in email.
What do you dislike about the product?
Hidden/Public messaging functionality may leave end-users out of key parts of help desk conversations.
What problems is the product solving and how is that benefiting you?
IT Service Desk functionality to streamline and track service requests.
WOW what a System
What do you like best about the product?
Overthinking this is an amazing system and there are so many functions, you can not go wrong with this system.
What do you dislike about the product?
there is nothing wrong and it is and amazing interactive sytem
What problems is the product solving and how is that benefiting you?
no more dropped calls and the connection with the customer seems to be more personal.
Zendesk Review
What do you like best about the product?
Zendesk makes it easy and fluid to both see and address tickets in the workplace
What do you dislike about the product?
I don't like that I have to continuously press the refresh button to see new tickets. It would be easier if they rolled in as they come.
What problems is the product solving and how is that benefiting you?
All tickets in my workplace go through Zendesk
Easy to manage multiple email accounts.
What do you like best about the product?
I like using Zendesk because it puts all of our inquiries from customers in one place. I don't have to worry about checking 14+ different emails for our associations.
What do you dislike about the product?
The help team isn't always responsive in a timely manner.
What problems is the product solving and how is that benefiting you?
I realize that we could not properly manage all of our emails without Zendesk, and we are able to better support the members of our associations.
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