Zendesk Suite
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My Zendesk Experience
What do you like best about the product?
The views, the SLA adjustments, the triggers & automation, the macros I can create to have faster responses which can also be helpful when I cannot remember the perfect phrase to use for a specific topic.
What do you dislike about the product?
The main downside is the Light-Agent license...
I need the rest of my company to have access, even though they are not working on the system like me.
Sometimes I need to have 2-3 members that can submit a response or just update a certain field once in a while, and the Light-Agent license cannot even provide "field update" action.
They need to ask me to do it for them every single time. Sometimes there can be a whole week with no requests, sometimes they need me to do it for 2 days in a row and interrupt my work for simple actions.
I need the rest of my company to have access, even though they are not working on the system like me.
Sometimes I need to have 2-3 members that can submit a response or just update a certain field once in a while, and the Light-Agent license cannot even provide "field update" action.
They need to ask me to do it for them every single time. Sometimes there can be a whole week with no requests, sometimes they need me to do it for 2 days in a row and interrupt my work for simple actions.
What problems is the product solving and how is that benefiting you?
It solves the need to have all the requests gathered in one place, organized in different views for different groups, documented for each topic requires ongoing investigation to come back to, and has so many customizations available.
It also solved another teamwork I needed to sort and configure by using the API into tickets, so the issues will be resolved one by one and not be missed in different emails.
It also solved another teamwork I needed to sort and configure by using the API into tickets, so the issues will be resolved one by one and not be missed in different emails.
Excellent Help Desk Support Tools
What do you like best about the product?
ZenDesk is very configurable so it works well for each of our clients based on their needs.
What do you dislike about the product?
The cost is an issue - each time we upgrade it gets more expensive but we do get more useful features.
What problems is the product solving and how is that benefiting you?
It helps us track questions and improve business processes.
Used this in one of my previous job, great interface. Very neat and tidy.
What do you like best about the product?
Like I mentioned before, the interface is brilliant.
What do you dislike about the product?
The queues sometimes take a little longer to refresh.
What problems is the product solving and how is that benefiting you?
Used it in a previous role, was very handy in handling customer support requests.
The Full Package and the Last Stop in Customer Service
What do you like best about the product?
Before Zendesk, customer service was all over the place. Since migrating to Zendesk, our response time and quality have improved significantly. The support they offer is amazing also! Can solve any problem within the hour.
What do you dislike about the product?
I cannot think of any downsides! Perhaps the cost of hiring additional agents. I only wish it were cheaper so I could add more of my team. We are a small business and so the cost can be significant.
What problems is the product solving and how is that benefiting you?
It has allowed us to centralise our customer service systems, improve response time and quality, and overall upgrade our customer experience across multiple brands at once. The only platform I would ever consider for customer service.
Recommendations to others considering the product:
Spend time training and familiarizing yourself with the setup before getting to work! There are a lot of different things to consider.
Zendesk makes tech. support fun!
What do you like best about the product?
Clean, simple interface to manage all customer support, and share tickets with colleagues. Extensive search of past tickets, excellent for training new hires.
Zendesk never ever loses your partially-entered text, in case you accidentally close a window before replying.
Pasting images & graphics in a ticket is essential for good customer communication.
Clean, clear and simple dashboard to manage all outstanding tickets.
Zendesk never ever loses your partially-entered text, in case you accidentally close a window before replying.
Pasting images & graphics in a ticket is essential for good customer communication.
Clean, clear and simple dashboard to manage all outstanding tickets.
What do you dislike about the product?
Nothing to dislike, really. Except not being able to underline text.
What problems is the product solving and how is that benefiting you?
Zendesk enables us to manage and respond to all customer support. Nothing gets lost, no customer gets overlooked. Zendesk makes tech. support a pleasure.
Recommendations to others considering the product:
Good value for the money. Best way to do support. Nothing falls through the cracks. Easy to share and assign tickets. Excellent for training of remote personnel.
Great experience
What do you like best about the product?
The dashboard is easy to use and the team is always willing to solve our problems. We have got many good ideas to make our chatbot even better and have already seen some results as well.
What do you dislike about the product?
At the moment everything works smoothly, nothing bad to say.
What problems is the product solving and how is that benefiting you?
The chatbot solution has given us a chance to provide 24/7 customer service to our customers. It also helps our customer service by answering customers questions and doing a great job with that.
The really way to handle emails
What do you like best about the product?
Putting emails in pending to follow up at a later date if there is no reply.
What do you dislike about the product?
The price is a bit high as it is per agent per month.
What problems is the product solving and how is that benefiting you?
Email/Ticket routing with triggers. We can direct the correct email to the correct team or person automatically.
Natural to use but powerful
What do you like best about the product?
The natural feel of the end-user experience is what has drawn me to ZenDesk in the first place. Email replies that feel like a normal email chain are amazing.
What do you dislike about the product?
I haven't found many thus far. I wish the triggers were a little more intuitive or powerful. I'd like to be able to be more selective with who stuff gets sent to
What problems is the product solving and how is that benefiting you?
Easy to user and good looking ticketing. It helps us present a great image and allows us to speedily respond to our internal customers.
Recommendations to others considering the product:
It just works, when so many other systems are quite convoluted or clunky.
the best support suite for technology providers
What do you like best about the product?
We moved to Zendesk a few years ago from another system, after trying a few of the alternatives, and do not regret that move. There is a long list of available features for ticket and user management, as well as comprehensive automation options, and available integrations.
What do you dislike about the product?
one thing I do not like is a pretty weak live chat module which is not as flexible as in some other systems. It's adequate for the tech support but not as a marketing channel so we have to use a different live chat service on our main site and it's not ideal.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to provide technical support to our eCommerce clients, manage communications with clients about the custom projects we work on, and grow the knowledge base with self-help articles.
Recommendations to others considering the product:
This is a great and comprehensive system for a technology provider to manage tech support to the customers.
Best Ticketing Tool
What do you like best about the product?
Best Ticketing tool I've ever seen in my whole IT career, like animation, proper Track list.
What do you dislike about the product?
grouping option is not available, means which person is from which team??
What problems is the product solving and how is that benefiting you?
Technical
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