Zendesk Suite
ZendeskExternal reviews
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Excellent for phone calls
What do you like best about the product?
I utilize Zendesk almost solely to take phone calls. The transcription is helpful, as is the notes section. If I need to look up past phone calls by the number or by the notes it is quick and easy.
The system is great for task visibility.
The system is great for task visibility.
What do you dislike about the product?
One thing that I have found difficult in the past is utilizing the ticketing system while simultaneously utilizing my email for the same tasks. Updating and working through my email system has traditionally been easy for me, and utilizing the zendesk ticketing system for updating emails was not. I would often end up working through my email system, then going to zendesk to close out tickets.
What problems is the product solving and how is that benefiting you?
The Zendesk phone application is excellent. I love having the historical records and recordings.
zendesk
What do you like best about the product?
looking the conversation chain was easy.
What do you dislike about the product?
sometimes logging in is difficult and it does not remember my username
What problems is the product solving and how is that benefiting you?
my tickets
It doesn’t filter very well and it’s hard to filter reporting
What do you like best about the product?
It’s fast and has timestos and you can reply and copy users
What do you dislike about the product?
Poor user capability for reporting and filtering
What problems is the product solving and how is that benefiting you?
Real time updates and reporting
Zendesk Chat, a friendly tool to support your customers
What do you like best about the product?
I like it because it is a simple tool that allows us to easily help our customers with a chat. Our support team is also much more efficient, as using a keyboard is faster than a phone conversation. The application is technically simple for the user who contacts support, as it is just a chat. However, the support dashboard is very powerful and allows the configuration of many options, such as automatic response bots, statistics, or real-time system checks.
Zendesk Chat is also great because:
+ It allows the organization of your support team's structure into departments, making management more flexible and distributing tasks across the team.
+ You can block certain chat users to avoid spam or abuse.
+ The application is very simple but perfectly fulfills its purpose.
+ You can also check the registration of user visits to your website via Zendesk Chat.
Zendesk Chat is also great because:
+ It allows the organization of your support team's structure into departments, making management more flexible and distributing tasks across the team.
+ You can block certain chat users to avoid spam or abuse.
+ The application is very simple but perfectly fulfills its purpose.
+ You can also check the registration of user visits to your website via Zendesk Chat.
What do you dislike about the product?
The application is not very large with significant drawbacks, but to mention a few, it could be that, for example, when a user contacts support, it is not specified which page they are currently on, whether it could be used to assign this user to the most frequently displayed department.
What problems is the product solving and how is that benefiting you?
Previously, we had used phone support, but we understood that customers do not want to call to clarify doubts that only require a short sentence or do not want to use the phone.
Recommendations to others considering the product:
I recommend Zendesk Chat if you want to support your users easily, but it works well and at a fair price.
Outstanding service, terrible customer support
What do you like best about the product?
Zendesk offer an outstanding service, it is far better than any other service provider out there, at an affordable cost too.
What do you dislike about the product?
Zendesk offer terrible customer support, it often takes 10+ days to solve a simple issue if it not classed as "critical". billing issues also takes a very long time to resolve.
What problems is the product solving and how is that benefiting you?
Zendesk has provided an excellent service to our customers, we have been able to solve issues at a rapid rate, however due to Zendesk's poor customer care we are ending our agreement with them at the end of the month.
Recommendations to others considering the product:
If you are looking for a customer service Helpdesk then Zendesk is the one. If you're looking for a relationship with your provider, Zendesk is not the one.
Zendesk review
What do you like best about the product?
The fact that customers can interact with me in a variety of different ways.
What do you dislike about the product?
Compared to other ticketing systems I have used, this one isn't the most user-friendly
What problems is the product solving and how is that benefiting you?
help desk tickets. better management of IT issues.
Recommendations to others considering the product:
none
It gets the job done!
What do you like best about the product?
It’s easy to use but hard to get everyone on board without feeling the need to run up to IT
What do you dislike about the product?
I think faster response times could help! Though that may depend on the company. It also times out easily.
What problems is the product solving and how is that benefiting you?
It provided real time customer service for our team and helped escalate issues.
Simple yes effective
What do you like best about the product?
It makes gathering the metrics for individual teams very simple and intuitive. I like how easy it was to pick up the program and how easy it is to master and manipulate to your teams individual needs.
What do you dislike about the product?
Realtime metrics are hard to pull and we have noticed a disconnect in the data and then the poll that we manually pull from the live queue. AHT is hard to pull and the report breaks sometimes but otherwise a smooth application
What problems is the product solving and how is that benefiting you?
Monitoring and driving agents to meet metrics and feel our eyes on them at all times so that they give their best to the queue and are more productive.
Helpful for scaling, but makes most things more complex than they need to be
What do you like best about the product?
I like that we can use integrations like FactBranch to pull up relevant customer info and make it faster & easier to respond to customer inquiries. Also, it's good to have everything in one place (talk and support)
What do you dislike about the product?
We switched over to Zendesk from HelpScout, and found that Zendesk was for more complicated to use. Tagging and pulling reports is not as simple and easy to use as HelpScout, though Zendesk does offer more complex reporting.
What problems is the product solving and how is that benefiting you?
We use Zendesk to provide customer support. We also use Zendesk Explore to get insights into our customers and see trends in the data through tagging. We use these insights to drive our product development
Recommendations to others considering the product:
HelpScout
Best Customers Support
What do you like best about the product?
Being marketer with small business I have to manage customer support myself where Zendesk helps me to to this. Quite easy to handle and best thing is the email support.
What do you dislike about the product?
Nothing to dislike in this product, while this app help me to solve customers problem.
What problems is the product solving and how is that benefiting you?
We are running the small business for marketing and advertising where our customer always demand for support portal instead of sending mail. We used it for create ticket, follow up and many more.
Recommendations to others considering the product:
Customers support essential for your business many a tool is there but Zendesk is reliable for business & customers as well.
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