Centralized tenant and employee requests have improved efficiency and reduced processing chaos
What is our primary use case?
My main use case for Zendesk is for inquiries and requests from our tenants.
I use Zendesk to process inquiries and requests from our tenants by having them write to us via email addresses or via a web form on our website to create a ticket on various topics, such as statements, questions about rent arrears, complaints about their apartment, or repairs. These are then processed by our property managers. We have implemented several automations that automatically route the tickets to the right person, and we have also programmed our own app for Zendesk, which allows you to find the tenants' rental contracts.
I would also note that we use Zendesk internally in the company for IT-related issues or for issues in SAP, so the internal ticket system is used for employees as well. The employees themselves also work with Zendesk for the tenants' requests. I would particularly point out that we have integrated several external service providers into our ticket system, who then also have an account, so we do not have to send emails to these service providers. Instead, they can process our assignments, which we pass on to them, via Zendesk.
How has it helped my organization?
Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction. It is a lot of work to keep optimizing Zendesk because there is always a need for optimization, but in general, the tool ensures far less chaos.
For example, last year we introduced the feature that when tenants include their rental contract number in the email or enter their rental contract number in the web form, the ticket is automatically routed to the correct processor. This means fewer manual steps, tickets are left pending less often, and are forwarded directly to the right specialist.
What is most valuable?
The best features that Zendesk offers, in my opinion, include single sign-on, which is a very good feature so that you do not have to manage users' passwords. Additionally, it is relatively easy to create automations or to create macros or to customize Zendesk in such a way that it fits how you want to use it.
I would also add that I particularly value the open API interface, as it makes it possible to connect other tools or programs, for example our forms on the website, with Zendesk. With that, you can integrate Zendesk very effectively into your infrastructure, since it is very easy to exchange data with Zendesk.
What needs improvement?
In my opinion, Zendesk could be improved by offering even more out-of-the-box functions since you are sometimes restricted when creating macros or automations. What also bothers me is that users cannot turn email notifications on or off themselves or adjust them, but this can only be specified by the admin. Additionally, there are really only two roles, namely the agent and the admin, and some functions are only available with an admin account which is not ideal for a large company where you do not want to give everyone an admin account. I would prefer the option to create more roles and adapt them to your use cases.
I would also mention that the Zendesk app on iOS is not very good. It is functional, but it is not enjoyable to work with it on mobile, and the apps that you have programmed yourself or added are not supported there either, which makes it more difficult to integrate workers who work on the move or are out in the field.
For how long have I used the solution?
I have been using Zendesk for a total of three years.
What other advice do I have?
I do not have any other improvements I would like for Zendesk. I would rate this product an eight out of ten overall.
Efficient Ticketing and Reporting Features Enhance Workflow/.
What do you like best about the product?
A great and user-friendly ticketing tool for all kinds of departments to connect with various departments.
What do you dislike about the product?
Nothing as such, one of the best in the market so far.
What problems is the product solving and how is that benefiting you?
It helps me manage my tasks and set priorities, making it easier to focus on what needs to be done. Closing tickets also assists in keeping track of the overall process.
Excellent for Managing Customer Interaction and Support
What do you like best about the product?
Manage customer interaction and support improve agent productivity
What do you dislike about the product?
It is good to use so nothing for dislike
What problems is the product solving and how is that benefiting you?
Consistent Customer Service through the Ticketing System.
Excellent Customer Service Tool with Intuitive Interface and Powerful Analytics
What do you like best about the product?
This is a great customer service tool that features an easy-to-use interface, making it accessible for new users. The analytics provided are also excellent.
What do you dislike about the product?
The tool has not yet made significant use of AI to enhance daily tasks or provide valuable insights.
What problems is the product solving and how is that benefiting you?
This tool is essential for all customer service teams, as it helps us manage tickets and handle complaints from our users.
Effortless Client Communication with Zendesk
What do you like best about the product?
Zendesk has made it much easier for me to communicate with clients within my organization.
What do you dislike about the product?
At the moment, I don't have any feedback to share, but I will provide an update if I have anything to add in the future.
What problems is the product solving and how is that benefiting you?
It makes it efficient to track and update user requests on a daily basis, helping to ensure timely resolution.
All-in-One Customer Engagement Platform That Empowers Support Teams
What do you like best about the product?
Zendesk can help a person to get up close with customers in a single platform like social media and live chats. Agents can easily create, assign and get solutions on support tickets through their core ticketing system. The only concern about Zendesk is that it becomes expensive quickly and pricing becomes inflexible.
What do you dislike about the product?
Zendesk can be slow or frustrating in terms of its customer support experience, especially on non premium plans, which can delay responses or becomes very difficult to reach out to frequent agent users in the platform.
What problems is the product solving and how is that benefiting you?
It helps us to connect with many popular tools like saleforce and shopify, of which is helping out support team to work within their existing ecosystem without coming up with new workflows in the company.
Client Support Platform That Streamlines Communication
What do you like best about the product?
Zendesk brings together email, chat, social media, and phone into one platform, so agents can manage all interactions in a single view. 0This reduces platform switching and improves response times.
What do you dislike about the product?
Although Zendesk integrates with many apps, some integrations can be tricky or require third-party connectors. API limits can also be cumbersome for large-scale automation.
What problems is the product solving and how is that benefiting you?
Clean interface and intuitive design make onboarding easier for support teams, and our Mobile app support ensured that agents could easily respond on the go.
Unified Workspace Supercharges Agent Efficiency
What do you like best about the product?
Our agents can handle problems more quickly with complete context because to its unified workspace, which unifies all customer channels into one view.
What do you dislike about the product?
It is pricey since you have to purchase the more expensive plans in order to obtain the best tools.
What problems is the product solving and how is that benefiting you?
It helps our agents solve issues more quickly and maintain customer satisfaction by centralizing all consumer inquiries.
Excellent Platform for Tracking and Resolving Customer Complaints
What do you like best about the product?
A great way to track and resolve customer complaints.
What do you dislike about the product?
We have been happy with the platform for many years.
What problems is the product solving and how is that benefiting you?
To be able to track and resolve customer complaints in a seamless manner.
Seamless Integration and Effortless Team Collaboration
What do you like best about the product?
The fact that you can incorporate it into the other support tools, such as Zoho and Salesforce..The easiest of the threads between the Project Management and the team. You can prioritize tasks, while tracking the work of the other members of the project.
What do you dislike about the product?
Zendesk and Mailchimp are not well-aligned for selective outbound notifications. Zendesk does not treat customers as a clean, permission based mailing list. Mailchimp requires that structure.
What problems is the product solving and how is that benefiting you?
It is cutting down response time, as well as tracking the progress of other team members who may have taken ownership of a ticket, and you are working on it too.
