What are the best aspects of this product?
The following are the plus points of Zendesk: The vendor provided the customizations asked by customers, setup was easy due to the responsive and quick support provided by the help agents, I can send monthly reports for industry comparison, macros allow me to define our business flow, I can easily create forums, finally, it is easy to customize ticket handling using custom fields and macros.
What aspects are problematic or could work better?
The vendor does not provide timely communication about their important releases. Customer support is slow and it can take 2-4 days to get a response. Even then, the query gets routed to other levels. A basic feature for customer support software such as exporting the Rating comments through CSV is lacking. Another basic feature, FRT time calculation, is not offered for all plans.
What specific problems in your company were solved by this product?
Zendesk provides us plenty of benefits: Before using the system, each user had their own support account to contact our customer support. Each user had their own login on our web-based system. Zendesk offers a single system that all users can utilize to get their issues resolved. Plus, the app helps us to automate routine actions like setting out-of-office reminders, etc. and we have been able to create a forum to host our user community where they can discuss issues.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 month
What is your company size?
What is your industry?
How many people in your company actively use this product?
How long is your contract with the vendor?