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* Search: It is simple to search for documentation throughout Confluence from the search bar. * Audit History: Collaboration is brilliant with a full audit history on the changes made by the users involved, as well as the ability to visually... more»
* It has improved collaboration, transparency, and documentation quality among teams. * It has started us on the journey of knowledge management, not leaving valuable IP in peoples’ heads. * It has enabled us to publish ubiquitous language... more»
I would like to see the following improvements: * When comparing page changes, you are only able to select 2 pages. While this is useful, it has proven to be a slight limitation when many people are editing a document. Having said this, we... more»
The following features are valuable: * The Wiki nature of the product: Collaborative creation of content with version history and easy change tracking. * Knowledge sharing: Captures and provides visibility on decisions and conversations,... more»
This has helped our organization in the following ways: * Enables conversations and meeting outcomes to be visible and evolve faster. * Opens collaboration and empowers everybody to contribute in knowledge construction. * Accelerates the... more»
I would like to see the solution do the following: * Provide analytics on content usage to help foster adoption. Currently, the statistics have to be requested and are very basic in the cloud version. * Help in the organization of the content... more»
Since I'm the main user for the retail site I haven't had to deal with any multi-user issues so can't comment on that. The 'mark as spam' and setting up tickets with certain titles to be automatically solved/deleted is probably the most... more»
Zendesk allows you to manage Twitter messages, Olark chats and phone messages all in one place. It's a great hub for all of your customer service issues and not sure how tough it would be to manage all incoming inquiries in a timely manner... more»
Right now, Zendesk does what we need it to do for us. I've had a few issues setting it up to receive incoming facebook messages. Not sure if this needs attention on the backend or if I just need a rep to help with the setup, but like I... more»
When we compared it to other wiki engines, we found the space concept and the hierarchical page. * Space concept: The space concept was of interest to us since we have the need to filter information by means of authorization on different... more»
We use this tool in the following ways: * Internally: In IT development, it acts as a support for different development areas with the documentation of tools, manuals, internal handbooks, and best practices. * Externally: In business areas,... more»
I don't see the need for any large improvements. There are a number of minor improvements that are documented by Atlassian and also some problems waiting to be solved. For us, there are no items that we are sleepless waiting for.
The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it. Both of these features make it easier... more»
The most frustrating thing is definitely the solutions center customization. For starters, they shouldn't change the base CSS for existing templates in random updates, breaking layouts that have remained static for six months. Aside from... more»
The fact that Confluence is a wiki that allows near WYSIWYG editing. Having an “easy to use” product means that users have a “low threshold” to use it. This is very important, as the value of any information store is that of the data that is... more»
The ease of use makes it accessible for all users. Users are able to insert/edit information without having to have wiki knowledge. We can put any “static” information in Confluence. “Static” meaning that the information does not change on a... more»
Some things like: * Being able to (default) sort comments on pages with the last comment first. * Being able to require “restricted access” permission to view Confluence pages (like JSD). * The Atlassian cloud pricing model is pretty steep.... more»
Ease of use and simplicity (for both users and support agents). It was an absolute breeze to set up and quickly implement into our workflow. It didn’t require a large hosting infrastructure on our side, and the support team was always on the... more»
We had struggled with our existing support ticketing system for years due to expense, constant downtime, and excruciatingly poor performance. I discovered Zendesk by chance, managed to whip up a temporary support platform within a day, and... more»
There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle. I disliked that the reporting was very basic (but the free GoodData integration went a long way to... more»
The most valuable feature is the ability to create business collaboration solutions without having an army of IT professionals. We can create web-like interfaces without needing to be an expert in Java, Java scripts, or HTML.
We use the tool to establish a collaboration space across federal agencies, state agencies, and other public stakeholders. We are able to create a simple workflow and have an electronic record of those activities.
The basic improvement needed from my perspective is the ability to move multiple attachments at a time. I would like to be able to copy a set of pages in Confluence as a template. It would be nice to have better business collaboration examples.
A very useful feature in Zendesk is the Ticket Sharing option, because it eases the communication between the Customer Service team and the other departments and it keeps all information in one place. Another important feature is the... more»
Zendesk is a smart tool, helping us to become very well organized and, if necessary, to rethink our business strategies. ,We have a real-time overview on all requests coming from different channels, we can set service level agreements to meet... more»
As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/ 7 support. Due to the fact that it is used by a large number of countries, being on different time zones, sometimes it can take up... more»
Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and... more»
We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent... more»
Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with... more»
It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form... more»
The ease of use and great flexibility is awesome. Also, as an agent it's the macros and the tight integration with the Help Center. As an administrator, it's more how easy it is to configure the workflows and the apps framework.
There is always room for improvement - The trick is to find an improvement that benefits a broad part of Zendesk’s user base. The product base is solid and i can’t think of anything major that needs fixing.
I currently barely use Zendesk any longer, I have changed roles from post sales support to a pre sales role and we no longer have to use it. I do refer to our knowledge base quite often, which is now powered by a mix of Inbenta and Zendesk.
We are a customer support model based organization. When our customers experience an issue or need help, we direct them to enter support tickets and to expect follow up via that interface. Our company is based on this model and wouldn't be as... more»
We had to modify extensively the reporting features to be meaningful to our business. In addition to this, our internal business is very much metric driven, they did a good job with these metrics, but to get customized metric reporting, you... more»
The most valuable aspects would be its relative ease of use and its ability to integrate with many other popular SaaS products. The integrations are especially useful if your company already uses one or more of the products.
When first implemented, this product help give accountability to internal service requests, recording who worked on which issue and when it was resolved. As we move forward, the metrics also help give insights into what areas create the most... more»
It is easy to use, however, it is not quite as powerful as many other ticketing systems out there. If you want it to record certain data or attributes, it can be done, but must be done manually. In this respect, some other ticketing systems... more»
* Quick and easy editing/creating of web based content * Content is easy to format and easy to share: You simply type and save in a web browser * Atlassian is an AWESOME company * Confluence is the BEST wiki on the market
* Some versions have annoying bugs from time to time. Doesn't all software? * The interface and functionality is different for users used to legacy content management systems like SharePoint. However, spending a few minutes with Confluence... more»
Easy to keep track of all the tickets that have come, you can categorize tickets and search for them based on that category, you can add tags, create reports. They have good data reporting that gives ability to track performance, response... more»
The most important feature that I was able to utilize the most was the ability to create the different groups in which our support emails came in. Since we had different departments (e.g. Pre-orders, Order Management, Technical Issues,... more»
This has positively impacted our customer service experience by allowing us to respond to users in a timely manner. Quickly reply back to our users with a listed of saved responses. A timely and accurate response is all the user can see on... more»
For smaller environments, some type of tutorial or walk through would be helpful for first time users. Hands on training will speed up productivity and will get agents to hit the ground running with a minimal learning curve. I'm not sure if... more»
As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable. This way we were able to divide the incoming tickets into several different... more»
During the downtime of one of our business partners we were experiencing several payment related issues and as such there was a huge amount of tickets relating to this problem which were being automatically assigned to the relevant team.
Ticket forwarding and the ability to add subscribers to tickets as some back and forth correspondence needs to be brought to attention of several team members, sometimes across different departments. While the first one would be beneficial in... more»
The WYSIWYG editor is great, but there are some problems with formatting. Tables and fonts are not always rendered correctly, especially when CCS is used to customize them. It is useful to understand Wiki Markup language to get around these... more»
JIRA has allowed my organization to aggregate our entire portfolio into one system and to eliminate five other disparate solutions. The addition of Confluence allowed us to take the aggregation a big step forward by adding project and support... more»
Consultant en organisation & chargé de mission à l'international
• Recommandations auprès de la direction Générale de la SNCF sur la mise en place de plans d’actions régionaux
• Consultations et formations dans les pays membres du Conseil de l’Europe sur l’élargissement des Programmes Européens Jeunesse
• Analyse des besoins en situation de post-crises... more>>
Over the last five years I've supported the adoption of agile principles at portfolio/program and projects level and the redesign and optimization of applications services, architecture, integration and sourcing of a highly dynamic set of initiatives within the IT solutions for energy companies... more>>
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