Zendesk Support

What do you like best?

Zendesk makes it simple to contact customers and catch up with them. The UI is easy to understand, perfect and straightforward it gives incredible devices to augment profitability by surveying unmistakably what undertakings should be organized. Measurements like the administration level, the appraisals, and the quantity of actioned tickets additionally permit to continually improve and expand our presentation. Zendesk has a completely modify capable interface that is anything but difficult to become acclimated to. Highlight of Zendesk is the capacity consolidate and direct tickets with different organizations utilizing Zendesk. The back end the executive’s framework is incredibly easy to understand and takes practically zero past preparing to sort out. Zendesk offers significant level of customization as help group scales and serves various nations and socioeconomics, and steady advancement of added apparatuses to improve the client experience, for example, Guide, Gather, dynamic content, languages etc.

The interface has gotten less instinctive over the long run and administrator the executives. Restricted reconciliations; while Zendesk's legitimate usefulness is significant, the impediments on coordinating whatever else can be restricting in usefulness. Absence of a comprehensive rundown of languages to help. For the front end client there is an absence of perceivability and straightforwardness to what status their ticket is in until the assigned back end client reacts. Using the "@" symbol to address another colleague or attempt to stand out enough to be noticed doesn't work at times. It doesn't empower to alter answer whenever it is conveyed. Format framework is extremely restricted, needed to set up custom Programming interface etc. for menus.

Zendesk is sufficient of an industry-pioneer that it's anything but difficult to track down data about how to utilize it. The ticket tracking/management tools are genuinely far reaching Zendesk uphold suite offers an across the board, from visit, telephone, and email across the board place. Zendesk is an ideal customer administration arrangement that keeps everything in once place. The Zendesk stage takes into account to answer customer administration tickets straightforwardly inside the stage, see the status of the ticket, and send criticism reviews automatically. The interior notes include helps remain coordinated and it effectively interfaces with Salesforce.

What do you like best?

I like the ability to make multiple customizations to the product based on my team's needs and our company's evolving practices.

I do wish the reporting was more user-friendly. Such as being able to download and analyze macro usage.

If you need to contact support, make sure to try and find user-forums first as you may find some great information there.

We are solving the problem of SLAA time and customer satisfaction. With ZenDesk we are able to track satisfaction through surveys and we are also able to stay ahead of trends with the ability to tag tickets.

What do you like best?

Zendesk is enough of an industry-leader that it's easy to find information about how to use it. The ticket tracking/management tools are fairly comprehensive.

Limited integrations; while Zendesk's official functionality is substantial, the limitations on integrating anything else can be limiting in functionality. If Zendesk will be your primary client contact point, this may be less of an issue, but if you're trying to use Zendesk in conjunction with other CRM tools, be sure to check for integration options.

Customer support management; Zendesk, as with any ticketing platform, allows a single contact point for the client to access any support resources needed. It was a great tool for us to use to streamline client support.

What do you like best?

I personally like their which can be integrated with any system

Some limitations about the chat integration

Try it! It worths your attention!

Solved Queue & ticket problems.

What do you like best?

The fact you can have tabs on each ticket issue is incredible for efficiency, and I also really appreciate that you can see who is currently viewing the tickets you are looking at. The user interface is also incredibly easy to use and I was able to get started pretty fast.

Perhaps the left bar in each ticket case has a lot of information that is not clearly explained. There are certain fields that are mandatory and I always struggle finding the correct options and ensuring those fields are filled up. Perhaps an alternative would be to have all required fields at the top and make the 'About' field a little bit clearer that it's referring to the topic of the ticket.

Another problem I had was with finding all the tickets I have worked on, the process is a bit confusing and not very straightforward.

I am currently using the Zendesk Support suite for assisting other departments with questions and issues they might have. I have found that it's incredibly useful for better communicating back and forward between teams and keeping track of the tickets.

What do you like best?

its reasonable,Unlimited chats, triggers & departments we can do Conversion Tracking,Multiple help centers,Call recording & voicemail transcription,i can do Callback from queue Call monitoring & barging....Agent recording controls

Real-time queue levels Real-time dashboards Agent activity dashboards Agent availability controls Tickets for abandoned calls,and is well-priced for both small and large businesses. such as which unit submits the most tickets, how long tickets take to resolve, and what the peak times are during the day.”Zen desk has really changed our entire approach to managing customer support.This equips a support team with context—about who a customer is, where they’re coming from, and what they’ve reached out about in the past—regardless of channel.

I HAVE NO ISSUES WITH ZEN DESK AT THIS MOMENT,OUR TEAM IS GROWING AND ZEN DESK IS LIKE A BIG HELP IN THIS.People report strange behaviors in software some times we have like some pods getting missed calls but it is fixed quickly,also manually searching for comments thats one thing i think that can be improved Another thing that bugs me is the inability to edit comments that have already been posted. Zen desk supports markdown, which is good; it helps you organize information a lot more than just plain text inability to edit a closed ticket. i miss tablet mode, if we want to use landscape mode we have to go to the actual website

if you are starting from nothing and want to reach a part in lif where customer satisfaction is what you need choose zendesk

REPORTING ISSUES IN REAL TIME.Give your agents the context they need to handle every call.building meaningful relationships and closing deals faster.Instead of spending time on manual tasks, your reps can automate lead outreach to find and engage with more qualified prospects,

What do you like best?

Zendesk support suite offers an all in one, from chat, phone, email all in one place. The fact that you can turn on and off the phone portion and the chat portion is extremely helpful when you have agents on lunch or break.

We have not found anything to dislike at this time.

I would highly recommend if you want an all in one platform for email, chat, phone, you can also create macros for responses saving typing time. It is very easy to learn and new employees can pick it up quickly. Our technical support department uses this daily.

We use Zendesk to communicate with our non-profit organizations as a help desk all support tickets are routed to our Zendesk where our agents handle the email tickets coming in. Each ticket is automatically numbered and when solved it saves in the system for later retrieval

What do you like best?

I like the ability users have to follow certain tickets and communicate with team members internally.

Sometimes it's easy to lose your place if you click around too much because Zendesk will open up new tabs with each click.

Take the time to go through initial training when you get started. It's really helpful and will minimize frustrations in the future.

Ease of communicating with team members to resolve complex customer problems

What do you like best?

The product is very intuitive and provides helpful pointers to optimize your customer success channel.

The platform can be a bit clunky when using for the first time. But it's pretty easy to understand after a few reps.

We are using ZenDesk to drive strong customer service for our current customers as well as prospective customers. Our journey often requires answering questions about shirts designs and fulfillment and ZD has helped us immensely.

What do you like best?

I like the ability to customize or do just about anything with the combination of triggers and automations. Zendesk Support Suit has significantly reduced our tech stack and enabled us to become more efficient and save oodles of money for our organization! Also, the support, and customer success staff are stellar. Our request are always addressed in a very timely manner and its clear everyone at Zendesk is passionate about what they do and are well versed in the ways of the Zendesk. Our newest Customer Success team including Chelsea, Hillary, and Kale are great. Chelsea is willing to jump on a call and drives the conversation in a way that enables her to better understand our needs as a desk /customer so that we can partner in designing and implementing Zendesk in a way that ensures we are successful. Personally, I also really appreciate Zendesk's awareness of events happening in the world around and demonstrate decency in their decision-making as a company. For example, the multitude of webinars in place of Zendesk Relate which was canceled due to Covid19 were amazing (even though we went to Miami anyway :D ). We met Sarah Reed in Miami. It was clear that Sarah worked tirelessly to setup the Zendesk Relate conference which Zendesk made a difficult but responsible decision to canceled at the I'm sure great expense to the company. All this to ensure that customers and their staff were safe in the onslaught of Covid19. Sarah in spite of these unfortunate circumstances was still an extremely positive/kind figure to those of us who showed up in Miami anyway and demonstrating the resilience and commitment to the customer centric organization that is Zendesk. I've also attended Zendesk's CX & Pride event. All this to say that its clear that Zendesk cares about people as well as being a successful business and that's truly amazing. I would recommend Zendesk to any organization.

The new agent workspace needs some work. We would love to enable this for our team but the spacing on chats specifically makes it very challenging to look at a ticket. If there was an option to expand / collapse chat threads that would be great. We would love to use a round robin style ticket assignment automation tool native to zendesk.

We've found loads of efficiency with Zendesk talk, answerbot and ability to make dynamic changes to our Zendesk architecture without code changes which enables us to pivot quickly depending on the needs of the desk.