Once you learn how the system works you can navigate it easily

What are the best aspects of this product?

Zendesk allows easy navigation through the site, we are able to modify and to choose what they changes they are able to see and to add/create groups. Thanks to the view we are able to differentiate problems about the issues and to assign agents that would solve the specific issues. There is internal note feature that allows you to post messages to internal users. We use it to resolve problems in real time instead of emailing the users back-and-forth.

What aspects are problematic or could work better?

Sometimes the speed can become slow when loading. Also, the app is user-friendly but you will need some time to play with the tools it offers so you can better understand how this product works and to figure out different aspects of it. In addition, when we use the phone app for making calls it automatically gets inputted into wrong ticket and this may be very frustrating.

What specific problems in your company were solved by this product?

It helps us to solve issues for our users, students and faculty. We can easier communicate via those changes, and to solve issues. Its options for separate views help our agents to better manage each problem so they can meet our customers’ needs.

Are you a current user of this product?

Yes