Many outsourcing companies need a help desk software of some sort. One of these options is called Zendesk. Before making the commitment to purchase this product, you probably want to ensure that you are making the best choice for your company’s needs. Here are some of the pros and cons.
Pros of Zendesk
Zendesk has become quite popular among companies needing help desk software as it allows the user to segment. It is based on both customer lists and reports. Users also have the ability to use support data for marketing purposes. Zendesk has a user friendly ticket system. It features things like triggers, collision detection, property, ticket queuing and business rules. Unfortunately, issues may arise from time to time. However, the software makes it easy to get them resolved. They have excellent mobile support. It can be accessed from on variety of devices including iPhone and Android products. The ease of access to mobile support allows users to access help whether in the office or on the go.
And of Course the Cons
Just like with any help desk software, there are some cons to using Zendesk. It doesn’t provide any suggestions from their knowledge base when the user submits a ticket. What this means is that users may have a hard time trying to troubleshoot issues on their own, even if there are simple solutions. The interface also isn’t very user friendly. It can be difficult to learn how to use it properly. It currently needs to be overhauled. Users tend to have issues with the ticketing workflow. There doesn’t seem to be a natural rhythm to it.
Learn more at https://www.zendesk.com
