This solition helps me on improving customer service by addressing issues related to UI complexity, user experience, and feature requests based on feedback gathered from Zendesk tickets.

For example, if customers express difficulty in navigating the platform or request new features, I use this information to make improvements and collaborate with the product team to implement necessary changes.

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We receive requests all across the enterprise, not just from HR employees. So, we work through that with the customer within Zendesk, and we communicate back and forth with them through the tickets. We also communicate with each other. We have a triage person who assigns a ticket to an analyst to complete the ticket. We get requests for a list of names, term dates, or something else, and we assign it to someone on our team, and then that person will create that report and send it to the person.

We use Zendesk as a kind of workspace. We've put up education around HR reporting in terms of what's available and who can have access to what within the Zendesk workspace within T-Mobile.

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One of the benefits we have seen from Zendesk is that it's very easy to use. Once you have figured out the basic modalities, it's very easy to use and very easy to segregate your content between different headings. The navigation is very robust, which enables us to really see the entire health center. At the same time, it can let you go in a granular manner to a piece. It lets me break down my articles into multiple, small chunks of information. Recently, they introduced something called article reuse—I can write the article in one location, and then put it in different locations in the same health center, but only have to maintain that one article in terms of actually updating it. The content reuse feature is a very smart thing to have. 

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It's just offers really good collaboration flow between the customer success team that I'm on and the support team they're on. We obviously have a lot of back and forth sometimes, especially with our larger customers and more complex situations that we need to kind of go back and forth on.

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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 without it.

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We were able to get up and running with Zendesk in a very short time. While our IT department uses Zendesk for it's internal ticket handling, my team uses Zendesk to integrate with a web app on a project for a client. We're able to build a robust web app including help desk functionality that makes the product owner and client very happy. View full review »

We used to receive email notifications into Outlook. It is extremely easy to create a mail.

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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 their end. When executed perfectly, it can create a an amazing user experience that QA teams dream about!

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The first time I sued this product, I was working for a fast-growing startup and there was a lot of software. In terms of the service, there were 60% of questions based on issues. We could do a customized answer or handle customized activity to address this. However, 30% to 40% repeated certain questions over and over. We were able to prioritize our design based on these. Knowing what people were asking about gave us a direction. They helped us to prioritize features. 

We saw a decrease in the number of tickets. It was at least 25% less. There was an increase in customer satisfaction. And that was due to the fact that this solution helped us see what we needed to see and prioritize based on what most people wanted from the company. 

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I am already a very organized person but the product really does everything for you. The way it’s set up makes it very easy for agents, end-users, and administrators to use.

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We used to spend two to three working days to solve around 100 tickets and after we used Zendesk the turnaround time has been improved approximately 50%.

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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 problems. These metrics allow us to be more proactive identifying and preventing potential issues.

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More accountability. When you have a ticket(s) open it makes you accountable to get it resolved. It provides real data from a production perspective as well.

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It allows employees to work remotely and to reply to the customer on the go.

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The overall user interface was a vast improvement over our previous tool. It allowed our service reps to capture and log all activity related to an inquiry much faster than before.

The semi-integration between Zopim and Zendesk works without a problem as well, and was well received by the team as being easier to use than our previous tool.

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Getting through the recruiting process has been a lot smoother. It's easier for our team to follow up with candidates and check what stage they're at (such as if they need an offer drafted, or if they need a background check initiated). It has also been very helpful with scheduling interviews, especially when we get 20+ requests at what time. Keeps everything very organized.

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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 our customer’s expectations and we can also monitor and evaluate our agents’ activity, managing to adapt and establish their tasks according to the work flow.

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The capability to see easily digestible (and regularly updated) analytics in regards to Zendesk usage helps every member of the team on a daily basis.

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It has lifted our customer service! Not only can we reply faster, we are more accurate on multiple channels and we get a lot of data from the system that we can use to become even better!

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It’s simple enough for my helpdesk level one guys to use, so they actually use it. I can’t relay on end users to submit tickets, so I need to mandate ticket logging by my techs. I’ve worked in environments that used ticket systems that were just to cluttered and complex, so the techs simple didn’t use the system. Zendesk keeps it simple.

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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 got it officially implemented and signed off within a month. We managed to prove cost savings instantly and our users actually enjoyed using it.

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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.

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The ability to track the number of requests helps our organizations ability to monitor and manage incoming requests and prioritize urgent requests to fulfil our obligation to our customers.

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It forced the organization to rethink sub-par work processes and enabled us to work smarter. When we suggested new changes to the business processes our helpdesk questioned why we couldn't do it like we always had, but revealing that the old ways of doing so was time consuming and illogical. Zendesk helped streamline our ticket workflow.

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Working with different companies, I found, that Zendesk helped to  improve a lot of the existing workflows. It even forces you to rethink lots of the existing structures. The outcome: Better workflows, more control, a better understanding of reports and numbers in general.

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Before the JIRA integration, we weren't able to track incidents of bugs in an aggregated manner. Now it's much easier to track incidents and follow up for more information from customers experiencing issues.

The JIRA integration has helped tremendously with bug tracking and timely resolution.

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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 times, and a zillion things that can be reported. We have integrated it with Olark and Jira as well.

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Ticket submission has been completely streamlined and our ability to respond has been greatly simplified coming from our past solution (Sharepoint-based).

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Another important Zendesk integration that our team leverages is Slack. We use Slack as our internal mode of communication on the regular, and the integration with Zendesk allows us to receive customer notifications this way, as well. Zendesk updates come to us in real-time via Slack, and because it's how we normally communicate as a team, we receive them in the least-disruptive way possible.

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The possibility to quickly send templates emails based on content and user language.

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• Handling tickets within the SLA
• Smart search of archived tickets for auditing purposes
• Support metrics to analyse the work done by the support team during certain period of time.

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It saves the costs, time and energy. It improves the relationship with my customers.

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We can check how fast we can help customers with their inquiries, how customer satisfied with our services using satisfaction score, we also could managed which matrix that we need to improved our performance, and last but not the least, we also can help customer inquiries from Facebook or live chat using this product.

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It makes life much easier e.g. clients who never used Zendesk before needn’t learn it, they can just shoot an email to report an issue.

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Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform

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When I used it, it helped with tracking tickets and identifying trends in help desk calls.

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It pretty much keep people responsible and accountable in various stages of our workflow.

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Improved organization functions by providing a ticket database support system for more effective communication and follow up on customer issues.

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It helps us save costs, time, and energy. It improves the relationship with my customers.

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We have improved the service to clients, creating great support and managing relationships. 

We're now able to track jobs via the ticketing system as well.

Every department in our organization relies on Zendesk.

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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 successful as we are today without this support structure in place.

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It was good for a while, but the organization grew larger than the software and hence the upgrade to Salesforce, which was more robust for the amount of end users.

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Insight analytics made the reporting process easier. We integrated it with GoodData, and every time you need to create a report in order to see something, you just need to put the right elements into it.

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Report Generator needs to be improved.

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