![]() ![]() The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions." "For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. It's missing the article formatting, and the overall look and feel make it not easy to use. It would be easier if we had more templates to work with." "Freshdesk could improve its capabilities. Although they already have some, many aren't usable. It would be better if they gave us a more standard reporting template. We have told them about it, and they are working on it. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. When a ticket comes in, we forward it, but it doesn't sync up with the forward. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM." "There are a few things we have asked for, like a forward button. "I would like to be able to change the subject in emails for ourselves. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting." "The stability has been very good." "It is a scalable solution." "It is very easy to connect back and forth between the requester and the person fulfilling the ticket." "We rarely had issues with Zendesk." Zendesk also allows you to test the customizations before you publish it. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important-if you have a bland-looking page, most of the time, people will lose interest. At the same time, they offer themes that you can simply purchase and implement. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. It's a very easy product to use." "One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. However, you can use a template that already exists-they have a lot, and they're very cheap, around 300-400 euros-and use it on all your brands. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. Put those together for a small or medium-sized company and it's a really powerful tool." "Zendesk Support has a lot of good APIs." "One of the most valuable features is the ease of use. Especially with support and with the analytics. "What is cool about Zendesk Guide is how it works together with others Zendesk products. There are lots of tools that will help you do that as well." "The UI is easy to use." "The ticketing system is smooth, but since we use a free version, we do not have many facilities available." You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. I have never seen a feature like this before." "Omnichannel is one of the most valuable features of the solution." "Technical support is outstanding." "The user experience on the platform itself is fantastic. You just send out an email, and the ticket is created automatically. The most important thing is, you don't need to go to this application to create a ticket. ![]() The way they designed this application, any layperson can just do some drag and drop actions and use it. Both have been very good resources." "I like that it's very user-friendly. "It is quite easy to program custom apps and integrate them." "We have made use of the training academy and the technical support team from Freshdesk. ![]()
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