Zendesk Suite
ZendeskExternal reviews
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What do you like best about the product?
Voicemails can be read automatically, whenever someone drops a voicemail you have the option to hear and read it.
What do you dislike about the product?
Have to merge tickets manually, sometimes looking into all tickets can be a waste of time.
What problems is the product solving and how is that benefiting you?
Customer Service - Client tickets
Recommendations to others considering the product:
NA
I'm proud to say that our company uses Zendesk as our support tool! Really powerful platform!
What do you like best about the product?
I like the that you can integrate with a large number of apps. This is fastening our processes and we don't have to leave the platform to be able to create an issue on Jira for our tech team, for example. :)
What do you dislike about the product?
Sometimes we need to refresh the page to see an update from a client on a ticket, but nothing major. It would be nice if there is like a pop-up message from the widget. The option for automatic chat opening is not very handy.
What problems is the product solving and how is that benefiting you?
We have multiple brands, and now we can have all conversations in one place. Each brand has its own Help Centar, support email address, etc. We can keep track from the platform of all technical issues we reported to our tech team. This was a game-changer for us when we switched to Zendesk.
Recommendations to others considering the product:
When set up properly, Zendesk is the best software for supporting your clients :)
ZenDesk is the perfect HelpDesk
What do you like best about the product?
The software is easily customizable to my needs.
What do you dislike about the product?
Some of my use cases do not have solutions, but the team will develop them in time.
What problems is the product solving and how is that benefiting you?
Getting my customers support fast. The HelpCenter allows my customers self-service help before they enter my ticketing queue. If they need to submit a ticket, Zendesk keeps everything organized so we can deliver exceptional customer service.
Customer success
What do you like best about the product?
Zendesk Support, Zendesk Guide, Explore, chat, Sunshine Conversations
What do you dislike about the product?
Pricing, Child ticket via side conversation and there other limitations as well.
What problems is the product solving and how is that benefiting you?
Zendesk to Salesforce, Chatbot, Slack Alerts, What's app Integration, social media integration is more beneficial for us
Recommendations to others considering the product:
While creating child tickets via side conversation, all the parent ticket fields are to be populated
Solved tickets with email app
What do you like best about the product?
Efficiency. At first, the system told me someone would get back to me within 1-2 days, only to see Jongun get back to me within 2 minutes!!
What do you dislike about the product?
All went well. Jongun was extremely helpful.
What problems is the product solving and how is that benefiting you?
Zendesk Optimizationto serve my customers well.
Now I know I can get quick help instead of when we used to use emails.
Now I know I can get quick help instead of when we used to use emails.
Recommendations to others considering the product:
It is fun using Zendesk if you can do your research based on what you want from the Zendesk community and Help.
Everything In One Place
What do you like best about the product?
Zendesk Support Suite provides everything you could need for customer support, including ticket management, multiple support avenues (email, chat, messaging, phone), app integrations, admin tools, and metrics and reporting.
What do you dislike about the product?
This is not a true "dislike". There are SO many options for customization that it takes a while to learn everything that the application can do. Also, while all of my Zendesk support interactions have been positive and helpful, it takes days to resolve a single question.
What problems is the product solving and how is that benefiting you?
Zendesk is absolutely meeting all of our needs for managing customer support requests in our company. We have integrations with Salesforce and Jira, which bring a lot of value and visibility. The metrics and reporting help us to continue to improve our process and better meet the needs of our customers as well as our company.
Supportive and well educated
What do you like best about the product?
The level of support offered is great. When an answer is not readily available, there are many articles in the help section to discover and I can contact our rep to chase up unanswered questions with developers in a timely manner.
What do you dislike about the product?
nothing so far, getting used to the multiple different tools and services offered. Zendesk Explore is a highlight and great tool to visualise metrics and provide accurate reports.
What problems is the product solving and how is that benefiting you?
Customer service in one centralised environment. we currently use 3 different tools for chat, email and phone. With Zendesk all agents get one shared environment to work collaboratively on and gives us a great overview of customer care traffic.
Recommendations to others considering the product:
Try it out! It's easily tweakable to meet your organisations needs and the reporting is thorough.
Industry Leader in Support Ticketing Software
What do you like best about the product?
Zendesk is extremely well-rounded. It works great for all levels of team or company size. If your Support needs are minimal, it is a great tool. If your Support needs are complicated, it is a fantastic tool. Zendesk works for everyone.
What do you dislike about the product?
Like many things in life, the speed could be increased. Ticket loading time, save time, etc. It is a browser-based interface so the trade-off vs having an installed software is often speed and it isn't a problem. More of a "would be nice".
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is our hub for all Support related communication. One of the major benefits is the organization of data. Companies and Users are unique and tickets are grouped under them. It's very easy to look up past history, even going back many years.
All was solved within 20 mins
What do you like best about the product?
After asking a bot to speak with an agent, there was no run-around. It was straight to the point of my issue.
The wait time was less than expected - that's always a plus!
The wait time was less than expected - that's always a plus!
What do you dislike about the product?
It was a tricky issue, but the solution was simple and easy to do. Hopefully solved for the future.
Wish I had spoken to an agent earlier to be completely honest!
Wish I had spoken to an agent earlier to be completely honest!
What problems is the product solving and how is that benefiting you?
The auto-idle that is not mentioned on the website...should be mentioned on the website.
The benefit of Zendesk is the ease of speaking with someone. The plus is having the solution
The benefit of Zendesk is the ease of speaking with someone. The plus is having the solution
Recommendations to others considering the product:
I do not have any recommendations at this time.
Quick Assistance for Immediate Business Impact
What do you like best about the product?
Chatbox help was perfect for getting to my exact problem and resolving it quickly and easily, as I needed to meet a deadline on a promised deliverable as the onsite Zendesk expert. You made it possible to come through and make my colleague happy.
What do you dislike about the product?
Well, it's difficult to wade through so much online knowledge in bits and pieces to get to your answer when you're in a hurry, so that's why this online chat option is so perfect!
What problems is the product solving and how is that benefiting you?
Getting new brands and groups set up within our organization, allows each team to access and use Zendesk to meet their own needs successfully. It keeps us all so much more productive and our clients happier when we can provide great customer service enabled by the Zendesk suite.
Recommendations to others considering the product:
It's an invaluable tool should you be the one needing to administer the application and help others in your organization get set up with it and understand how to use it.
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