Likelihood to Recommend
My experience in Asana is more than two years, and I really enjoyed the experience and working with my teams, as Asana provides effective communication between us and spread the fun, enthusiasm, and achievement in work faster, as I used conversations to inform the team what I want, follow up, comment on the tasks and inform them that the work is finished.
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Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Read full review Pros Easy to use by any user (good UX and no installation needed) Easy to create a simple project, add tasks and sub tasks. Different display options, according to the project/tasks type Works great using a web browser, you don't have to install the application Read full review Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it). Zendesk makes it easy for users to indicate if they are available to respond or not. Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process! Read full review Cons Some users might find the user interface a bit dull and un inspired We found the way to use multiple workspaces a bit confusing It takes quite a bit of planning to build a well organized workspace in order not to have way too many projects and tasks all over the place Read full review Allow each user to customize the look of their Dash, rather than being hemmed in by company selections Provide a way for Suspended tickets (created by emails from non-users) to be better managed Set a timer for tickets to reopen on a more individual ticket basis. Read full review Likelihood to Renew Mobile + Desktop capabilities - Able to use it anywhere, anytime. Task management - Easy to view projects and their progress. Time management - Easy to see what elements require time / how they interrelate and manage the project on an overall basis. Company management - Be able to see from a master dashboard perspective where each project is in its stages of completion. Clear communication - It's visually documented who is doing what at what time so that the whole project gets done. Read full review
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Read full review Usability
It is very user-friendly. Takes a new employee an hour to start figuring out how the system works. That's an important factor. You don't want to encounter the issue where employees need a week to understand how the system works. For example,
, I tried using it for a week and I still don't understand the complicated layout. Asana has a simple interface. Once you see it, you get it type of program.
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As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like
and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
Read full review Reliability and Availability
Working with Asana on a daily basis
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In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Read full review Performance
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Read full review Support Rating
I haven't had to use their support so I can't rate it. The fact that I haven't needed them reflects the ease of use of the product. I would recommend that any new users schedule a complete demo of the product to ensure that they are using it to it's fullest (there's a lot of useful features).
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Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Read full review Online Training
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Read full review Implementation Rating
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy Read full review Alternatives Considered
I like how extensive the capabilities are for Asana. With other softwares it seems there are many things lacking. I feel like Asana is also a very user friendly platform and aesthetically pleasing which is important in a modern office. We have many young people entering our workspace and it is important to have software that is ahead of the times in functionality and efficiency.
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I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Read full review Scalability
I used this tool on a daily basis at work and it runs as a solid rock
Read full review Return on Investment Productivity - Most of all, it allows me to be more productive and have a good sense of where I am with projects and deadlines. Easy to use - I can make the most of my time to get up (and stay) up and running. Project coordination - Allows me to assign tasks to my interns and communicate directly within the platform to keep the work train moving. Read full review The main part of the IT department is able to quickly prioritize and delegate tickets as they come in. Tickets can be linked to each other and support articles, creating opportunities for more efficient responses. Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask. Read full review