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7 months ago
Pros: I'm the biggest fan of their friendly interface, and I always try to share my impressions with as many people as I can. Take it, and get ready to kick daunting ticket queues out from your computer. I bet you'll be equally satisifed once your layouts become this clean and organized.
Cons: I was quite disappointed by a recent change of the ticket information layouts ( Form and Requester sections, to be more precise). It's not like they changed the entire tabs, or reduced their functionality, but to me it was a surprise that took weeks of learning and practicing.
6 months ago
Pros: This is wonderful CRM tool for small size businesses, it allows us to keep global inquires well-organized in a timely manner. We are able to reduce the spam and to streamline our processes. I work as customer service and this tool helps me to better interact with customers and to assist them from the very beginning.
Cons: The integration with facebook messaging is not great, as soon as we switched to Zendesk we don’t get notification about facebook messages and when we answer from this product it appears as new messages instead of like a response. So we had to turn this notification off. Also, they need to improve the notification to personal email because we don’t get all of them and sometimes I cannot see the customer response in time.
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