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Good 3rd party integrations. Average user interface.
What do you like best about the product?
Zendesk's real strength is their integration with 3rd party vendors, like chat and CRM. For example, we use Smooch.io to support our in-app customers and the Zendesk tie-in is flawless.
What do you dislike about the product?
The UI is buggy. If you leave a tab open all day to deal with support requests, it will eventually consume all your RAM with a memory leak. The UI is a not intuitively laid out.
It would be nice to be able to pull in help center articles directly to support tickets.
It would be nice to be able to pull in help center articles directly to support tickets.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to centralize all of our communication with a customer. They can start chatting with us via e-mail, and pick up the conversation (with Smooch) in our apps, and finish on our website chat (also Smooch). And Zendesk sucks all of that into a common history for the customer so we can make the customer feel special...like we know who they are already and they don't have to re-explain. The integrations are what make Zendesk truly powerful.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
The help center is easy to use, and provides the bare minimum needed to provide a decent knowledgebase.
Recommendations to others considering the product:
Evaluate HelpScout before choosing Zendesk. If it has what you need, the UI is more intuitive...and their support is far better.
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Zendesk - A great experience for fast-paced customer service
What do you like best about the product?
I like the speed of the agent interface, quick hot keys, macros, editing tools and clear and concise email correspondence generated with end users.
What do you dislike about the product?
It's pricey. There are a lot of components that cost extra -- things like chat, for one, which really should be included.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
What problems is the product solving and how is that benefiting you?
We needed an extremely easy to use ticketing system that provided simple tools to get ticketing under control. The end users love it because it's attractive and easy to use. The techs love it because the agent interface and ticket management is great.
Recommendations to others considering the product:
Definitely do the trial. Set up Help Center if you're going to use it and see if it fits your needs. Set up ticketing and do a few test tickets. Get with their sales people and have them give you a demo showing only the options available in whatever pricing tier you want.
Zendesk's Help Center adds credibility to our producting offering.
What do you like best about the product?
I like that videos can be added to Zendesk help articles - this makes it easy to explain common questions, and helps our support team answer questions more efficiently. Zopim helps us answer questions from prospects directly from our website - helping keep prospect interest.
What do you dislike about the product?
I don't like that the images added to Zendesk articles scale down to a certain size and they sometimes get wonky. Some improvement needed there.
What problems is the product solving and how is that benefiting you?
Zendesk has been huge for our support team, but from a marketing angle it has helped to add credibility to our product offering in showcasing a wide knowledge base - establishing us as a more reputable vendor to prospects.
Zendesk is the Best
What do you like best about the product?
Using Zendesk has been wonderful for us. We have used to it assist our customers and drive make improvements to our product. We have also integrated MindTouch with Zendesk. This allows users to make requests and track them in Zendesk. We also integrated a MindTouch application that searches our knowledge base when new tickets come in.
What do you dislike about the product?
There isn't really many dislikes I have with Zendesk. If I had to choose something, it would have to be the NPS survey they offer. It would be nice if it had more options to customize.
What problems is the product solving and how is that benefiting you?
We are supporting our VARs and building out a knowledge base with what we are learning.
Recommendations to others considering the product:
Zendesk will be the tool you are looking for.
MANY MANY FEATURES
What do you like best about the product?
There are many ways to use Zendesk for good CRM. Everything is automated and almost never have any tech issues with them.
What do you dislike about the product?
However, sometimes all the options are overwhelming and you get a bit lost. If you have a very comprehensive CRM plan, then Zendesk is perfect. If you are looking for something simple then you may want to choose a different option.
What problems is the product solving and how is that benefiting you?
We didn't want to lose any emails that needed replies, and Zendesk has totally solved that.
Great ticketing system for small company
What do you like best about the product?
Great to keep track of everything you need when you have an IT department of 1!
What do you dislike about the product?
Not incredibly scalable and can add process where we didn't really need it.
What problems is the product solving and how is that benefiting you?
Logging IT related issues in one place.
Recommendations to others considering the product:
Easy tool to use; not a lot of start-up time needed.
Great customer support platform
What do you like best about the product?
Zendesk is a great customer support platform. We get all the tickets ( requests) from our clients. We can update, assign to the team. What I like is the internal chat in the ticket that just only my team can see it.
We also can categorize the ticket to review.
We also can categorize the ticket to review.
What do you dislike about the product?
It's difficulty to create a list of old ticket by your own. Let say I want to see what is the solved ticket for the last month. There are just some defined category that you can not really find what you want to customize
What problems is the product solving and how is that benefiting you?
Platform to communicate between client and us to help us to support our customer the best
Recommendations to others considering the product:
It's a very user friendly platform for both you and your clients.
Easy Integration, Easier Communication
What do you like best about the product?
Installs in seconds. We use it on multiple Wordpress sites and it simply works consistently.
What do you dislike about the product?
I would prefer an easy integration with Google Analytics that can track engagements as goals.
What problems is the product solving and how is that benefiting you?
We can eliminate time on the phone for our customer service team. It is responsive and works on every device.
Help Desk simplified
What do you like best about the product?
Ticket management, ticket automation, automatic ticket responses
What do you dislike about the product?
Some limitations on fields that you can't trigger on, or perform automated tasks.
What problems is the product solving and how is that benefiting you?
The biggest problem we are solving is getting our SLA down for our helpdesk. We have turned hours and days waiting for responses into 15-20 minutes.
Recommendations to others considering the product:
Get a good relationship with your Account Manager. They can find you alternative methods and answers that you may not have thought of or didn't know exicsted.
help to keep track, needs to improve integration with facebook messaging
What do you like best about the product?
This is a great CRM for the small business I work with that needs to keep global inquires organized with timely responses. We also have been able to weed out daily spam we used to be consumed by and stream our warranty process. As the main person that deals with online customer service, I have found this has really helped answer more customers and more easily assist them from start to finish.
What do you dislike about the product?
It does not integrate with facebook messaging very well. I used to be really good at responding to fb messages right away and we had superb published answer time. We switched FB messages on our FB page to zendesk and stop getting notifications and every time we anwered from Zendesk it made like a new message rather than a response, our response time went up and we were not getting customers as quickly. We ended up turning this notification off. The notifications to personal email need to improve, I don't get all of them since we have a group and as result unless I am constantly in their portal checking, I sometimes unaware a customer responded for a couple days.
What problems is the product solving and how is that benefiting you?
We used to use an email account for customer service and it was a mess. We would have customer calling that we never responded them for a month and then would search to find the email. We also sent a lot of time going through spam every day to get customers emails. Because we use livechat, ecomm site and a variety of CS email addresses, we were getting duplicate questions answered by different people or not answered correctly at all. Zendesk has helped us streamline and organize this for our small but across the world team.
Recommendations to others considering the product:
Definitely consider this for your CRM but be aware you need someone actively monitoring it daily and also maybe not best for some social site CS where they publish response times
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