Zendesk Suite
ZendeskExternal reviews
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Quick Resolution to what I thought was a confusing problem
What do you like best about the product?
The problem was immediately understood and addressed. I didn't have to waste any time explaining the issue I was facing, it was just immediately understood and the support agent went to work to help resolve it.
What do you dislike about the product?
Nothing to dislike from the support perspective. The UI is a little clunky for the workflow we were running into though. We get CC'd a lot in emails between multiple businesses, and when we respond to those emails while in CC it creates an email loop with suspended tickets. To combat that now our agents must continuously remove ourselves from CC on the email and it could frustrate the end-user because their email experience is different from our own.
What problems is the product solving and how is that benefiting you?
We get CC'd a lot in emails between multiple businesses, and when we respond to those emails while in CC it creates an email loop with suspended tickets. To combat that now our agents must continuously remove ourselves from CC on the email and it could frustrate the end-user because their email experience is different from our own. The workaround ZD gave us works for now, but it would be nice for a long-term solution to how the CC email loop is handled to be released.
Recommendations to others considering the product:
If you have a customer support team that needs robust tools Zendesk is a perfect solution .
Great platform
What do you like best about the product?
Platform works well and is feature-packed
What do you dislike about the product?
Support could be more responsive and timely
What problems is the product solving and how is that benefiting you?
Supporting internal ticket flow
Comprehensive learning platform
What do you like best about the product?
All the answers to my questions are in one place thanks to Zendesk support suite. Answers are easy to find and I love the ZD integration of our company's support suite articles
What do you dislike about the product?
It was easy to go down the figurative rabbit hole in Zendesk support suite because there are articles and trainings not only for my role (support) but for admins as well. After a couple of training videos I realized these were not applicable to my role. However, it was not a waste of time as this was nice to obtain a high-level view of the platform
What problems is the product solving and how is that benefiting you?
So far Zendesk support suit has helped me answer the "basic" questions I have that way I didn't need to ask my colleagues or supervisors. It was satisfying to be able to find the answers to questions on my own thanks to Zendesk's comprehensive articles and trainings
Recommendations to others considering the product:
Zendesk is worth it! Onboarding has been so simple and straightforward thanks to this platform
User friendly, intuitive
What do you like best about the product?
Features are well thought out and are easy to use. It is straightforward to adapt to all kinds of companies' needs that will provide very good customer service.
What do you dislike about the product?
The way to add features seems very complicated. It feels like you need a coding class to comprehend how to add certain features. Maybe offer a live assist to your customers so they can immediately find a way to resolve their issues at hand.
What problems is the product solving and how is that benefiting you?
I was about to resolve an issue with the configuration of the software. The representative did a throughout follow up. Making sure everything was ok. Which I very much appreciated
Excellent support and product
What do you like best about the product?
Complete package for my support center.....
What do you dislike about the product?
Phone number is a key index field.......
What problems is the product solving and how is that benefiting you?
Tracking of phone, chat and email tickets all in one place. The credit card redaction is great for compliance. The interface to Jira makes for seamless integration.
Zendesk helps us provide exceptional B2B customer satisfaction
What do you like best about the product?
Best part about Zendesk is automation rules and triggers that helped me organize B2B customer success team. We are supporting clients, helping with onboarding on our platform and tracking bugs and issues.
What do you dislike about the product?
I did not like transition to Zendesk Explore from the old reporting system. I had to re-create big number of custom reports as there was no migration supported when systems were changed.
What problems is the product solving and how is that benefiting you?
We are supporting clients, helping with onboarding on our platform and tracking bugs and issues. Due to automation rules, we are managing to provide support to big number of clients with a very small CS team.
Quick to help when needed
What do you like best about the product?
The customer service team is always very prompt and friendly with responses when we open a support ticket. Additionally, we have had a success manager who checks in with us which is appreciated.
What do you dislike about the product?
No issues with the customer service team. Keep up the great work! Thank you for all you do.
What problems is the product solving and how is that benefiting you?
Using Zendesk for our support needs versus a support inbox has improved our response times, and our customer experience. Additionally, our support team has had time freed up since managing support inquiries through Zendesk has increased efficiency.
Recommendations to others considering the product:
Zendesk has improved our response times, efficiency, and overall customer experience. Our support team has more time to focus on providing quality support, solve problems, work on projects, and collaborate with team members.
Easy to use system
What do you like best about the product?
There is a plethora of options and settings to set up Zen Desk to meet your needs. There is a lot of support and information available to get things up and running.
What do you dislike about the product?
Because of all of the options, it is a little difficult to really get things up and running. We have a very small company and customer base at the moment but want all of the options for the Professional Suite package, so we are having to sort through a lot of options and settings that just don't apply to us right now.
What problems is the product solving and how is that benefiting you?
We need to be able to quickly and easily respond to our customer's questions and problems and escalate them to other department members when needed. Zen Desk allows us to have everything on one platform.
Friendly & helpful support when my account crashed at a critical time.
What do you like best about the product?
The instant messaging component was easy to use & made it feasible to get a person to help right away. The person I had, Mike dela Rosa, was super friendly & asked various pertinent questions that helped narrow down the cause of the issue I was experiencing. :)
What do you dislike about the product?
Honestly, this was one of the better experiences I have had with any online support. If I had to give any critique, I'd say to allow the chat bubble at the bottom of the screen to remain after refreshing the page or logging back in, especially if there is an active conversation going. Or if a message comes through, to have a little chime or notification pop up.
What problems is the product solving and how is that benefiting you?
Zendesk Support is solving issues with efficiency by not requesting that a ticket be submitted in order to receive help & by not having long turnaround times as they are actively investigating the issues alongside you.
Recommendations to others considering the product:
Use the live chat if able - definitely a real person instead of a bot, making the process smoother & able to be resolved more quickly.
Most user friendly support tool I've ever used.
What do you like best about the product?
The UI / UX of Zendesk is probably what I like the most about it.
What do you dislike about the product?
I cannot think of any issues with Zendesk as such, the only feedback I have is that there could be more customization options for each user.
What problems is the product solving and how is that benefiting you?
We primarily used Zendesk Support Suite for effectively managing support tickets. It has a very robust platform to work on support tickets.
Recommendations to others considering the product:
I would recommend Zendesk if you're looking for a support management tool.
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