Zendesk is easy to use software and it helps us to provide better customer experience

What are the best aspects of this product?

What I like most about Zendesk is the ability to navigate between the customers’ supports suites of products from one place and to provide better experience for them.

What aspects are problematic or could work better?

I have found out that the process of setting up the ticket update alerts is not as user-friendly as it should be. I would like to be notified when customer responds.

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

We were searching for an all-in-one solution for chat, helpdesk software and management of customer ticket. Before using this software we didn’t have any knowledge on chat. Thankfully, we are able to manage everything from one place and to write more than hundreds of help articles and to provide seamless record of all customer interactions. We are allowed to submit tickets from social media and with its API integrations we are able to track JIRA tickets and CRM notes from Zendesk dashboard.

Are you a current user of this product?

Yes