We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.
I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.
My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.
My company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments. It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.
We use Zendesk Support to receive customers' requests. So, we basically emanate me a customer and get a submit a request from our Zendesk. We just pick it up from Zendesk and respond to their requests. You can also receive chats through Zendesk.
Senior Back Office Manager at a financial services firm with 51-200 employees
Real User
2022-05-16T13:42:01Z
May 16, 2022
The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.
Customer Success Manager at a computer software company with 51-200 employees
Real User
2021-04-22T17:24:29Z
Apr 22, 2021
We primarily use the solution for customer-facing tickets. The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration, so it's added to Zendesk.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
We use Zendesk as an internal tool, mainly as a help desk. Although we haven't utilized all the features, such as the chatbot, it functions effectively for triaging work within different parts of our organization.
I have utilized Zendesk in my customer service roles and also used it to learn about Zendesk Explore for reporting. I mostly used the solution for customer service and ticketing systems.
My use case for Salesforce Essentials is focused on gathering market insights for new feature releases and product launches. I utilize Zendesk to collect information from customer tickets regarding changes in features, new feature requests, and customer feedback helping me understand customer patterns and preferences, and guide my planning for product launches and updates.
My company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments. It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.
Our customers do their customer support through Zendesk Support. We add our own automation into Zendesk Support to automate their tasks more. That's our basic functionality.
We use Zendesk Support to receive customers' requests. So, we basically emanate me a customer and get a submit a request from our Zendesk. We just pick it up from Zendesk and respond to their requests. You can also receive chats through Zendesk.
We are a service provider and provide our customers with services.
The solution is mainly used as a ticketing system with clients as well and between users, similar to Asana, which is kind of new in our company. Before that, we used to send tickets to other departments for certain cases and stuff like that, so we had a ticketing system with clients, communication with clients, and between other departments and that's largely how it was used.
We primarily use the solution for customer-facing tickets. The solution is a kind of standard SaaS support for our customers when they have technical issues. Usually, they'll generate the ticket, sometimes they are not sure and may contact me as the main point of contact for our partnership. I'll generate the ticket with them CC'd on it. Then our support team takes it from there. Sometimes there's an additional contact that the customer may have provided and I'll add those in. We use the Slack integration with Zendesk Support. I'll usually add the additional context via the Slack integration, so it's added to Zendesk.
I'm in support and I'm using it basically for incident management and things like that.
We run our support and customer services flow through Zendesk. The primary use for the solution is customer experience and assistance.