User friendly software

What are the best aspects of this product?

I love that I can use plenty of inbuilt features to customize our setup. I can create macros, set triggers, and organize users by their role. The system easily adapts to our workflow. I can structure our agents into groups and tiers and decide the type of interaction for each of the categories. I like that Zendesk integrates smoothly with other popular apps. We have integrated Zendesk with HipChat so that our team gets notifications about incoming tickets and updates in a HipChat room. They don’t have to keep refreshing the page to check for new tickets.

What aspects are problematic or could work better?

A couple of gripes: The layout of the admin console is not intuitive. Second, it takes some time to get used to the verbiage and naming such as what are ‘new’, ‘open’, and pending tickets, etc.

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

We have used Zendesk to automate a lot of manual tasks using triggers. We don’t have to manually sort through hundreds of emails to forward them to the right people. We can do this by recognizing keywords and creating triggers to do the sorting for us. Zendesk has made our help desk operations more streamlined and is a great improvement over providing support via email.

Are you a current user of this product?

Yes