Makes my job simple

What are the best aspects of this product?

I love using Zendesk to provide user support. Our users use multiple channels to contact us and all their queries are stored in one place. I can reply from that single location and users get my replies in the channel they used. For example, if user use text messages, Zendesk sends them texts, and if they use email, Zendesk sends them an email reply. Now, I don’t have to search for messages in numerous places and have a hard time remembering where they are later. Another advantage is I can manage tickets using multiple devices.

What aspects are problematic or could work better?

I don’t like any of the Zendesk features. I wish I could star tickets to find easily find them later without needing to search for them. All the tickets are collected as a big group which is a hassle. The mobile version needs to be made more user friendly. I find it difficult to use the Android and tablet options.

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

We use the system to handle user and customer support queries coming in via multiple channels. The app helps to prevent queries falling through the cracks, reduces my stress levels, and makes it easy to respond quickly to the requests.

Are you a current user of this product?

Yes