Zendesk Suite
ZendeskExternal reviews
6,627 reviews
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Zendesk is complicated, yet helpful.
What do you like best about the product?
does what it is supposed to do, and it does it well. . As far as support rep work goes, it's simple, to the point, and it integrates well with many tool because it is such a large company. Many o f our users are able to use it right off the bat, and others need to be taught a little.
What do you dislike about the product?
Interface is a bit cluttered, hard to find certain options and such.
What problems is the product solving and how is that benefiting you?
All kinds. HR problems, customer complaints, bookings, live chat with customers about questions they have with us. It definitely makes us feel closer.
It was a normal experience.
What do you like best about the product?
This is a mature solution for customer service. It provides ability to handle all kind of customer problems and categorize these problems based on software module and periority.
What do you dislike about the product?
Although it is overall a good solution. But still it has some issues related to integration. Because it provides very limited facility to integrate its services into your own software with a customized way.
What problems is the product solving and how is that benefiting you?
We use this solution to handle user complaints.
Needs better support and less downtime
What do you like best about the product?
Easily managed GUI and response time on forum boards for issues are decently quick
What do you dislike about the product?
Lots of issues when used in a customer support role, a lot of downtime with mediocre work arounds.
What problems is the product solving and how is that benefiting you?
Easy to use chat and communication features with customers that need assistance with orders etc .
Recommendations to others considering the product:
Do as much testing as you can before hand
Aright tool need more focus
What do you like best about the product?
It is a very good tool to use for efficient customer support, of course lack some basic functionality some tomes it takes loadsa time they focus money more than client
What do you dislike about the product?
Sometimes its very slow to use
Often frozen feedback and reportingdifficult ttp implement
Often frozen feedback and reportingdifficult ttp implement
What problems is the product solving and how is that benefiting you?
Not much to be honest
Zendesk
What do you like best about the product?
It's convenient and efficient to use at work. It's not hard to use and it works well. I've never had a problem with it.
What do you dislike about the product?
Honestly, I don't have anything bad to say about it. Well actually, I just don't like filling out all the categories on the left before I submit a ticket but other than that it's great.
What problems is the product solving and how is that benefiting you?
Customers send us tickets when they don't know how to use frontstream's products or something doesn't work
Recommendations to others considering the product:
It's honestly very simple to use and it's a great asset to invest in.
ZenDesk Review
What do you like best about the product?
Zendesk is a very premium product and especially for the price we pay for we can see it as very much worth it! Zendesk has amazing and easy to use features that has made customisation and the setting up of new users and help topics a breeze in comparison to our old site software. We have noticed that the number of help calls has gone up but at the same time the length of each of our agents spends on tickets has gone down showing it is highly efficient!
What do you dislike about the product?
ZenDesk certainly has some of the most intuitive and helpful features and is a premium product as well as being very much in my opinion a market leader where it is now we still find the pricing hard to justify per agent. It would be nice to negotiate a more flexible price and to choose what features we needed.
What problems is the product solving and how is that benefiting you?
We have had problems with our support website for quite some time and eventually gave up trying to support it as it required an on site supplier to maintain. Switching to ZenDesk has been a slightly more expensive option by having to pay for each support agent but we see justification as each can now close more calls and we are seeing a higher amount of interaction between customers and providing feedback about our products and using our site to log calls rather than calling us directly.
Lacks so many essential features and obsolete UX & UI
What do you like best about the product?
It's really quite easy and simple to onboard and uses. If you're using Enterprise plan then there's always chat support for you. Widely used Customer Support tool with a focus on productivity and team response metrics. It's highly scalable.
What do you dislike about the product?
Their support at Tier 2 and Tier 3 levels. No chat support for initial paid plans and very outdated UI & UX. A quite costly plan in comparison to other market players.
What problems is the product solving and how is that benefiting you?
We're using Zendesk Suite Pro for the customer support mostly by email ticketing system for RTIwala clients. Though also using for Social Customer Support via Facebook and Twitter.
Recommendations to others considering the product:
If you're a bug enterprise focusing more on productivity of your Customer Support Team then this tool is for you as Zendesk is more Team meterics then customer satisfaction.
Zendesk for Work
What do you like best about the product?
The interface is easy to use, and the queues are very helpful in managing tickets and volume. Recent tickets are very useful to view.
What do you dislike about the product?
No option for filtering search. Very basic filtering that isn't helpful, it's also always SO slow. We get a lot of tickets but a software like this should be able to handle it. Rating system is terrible. Not accurate as there as only two options.
What problems is the product solving and how is that benefiting you?
Customer service problems can easily be handled on Zendesk via correspondence. Analytics could be useful if rating system was better.
Recommendations to others considering the product:
BETTER RATING SYSTEM
Good functionality, bad search
What do you like best about the product?
I like how things are organized, and how there can be macros
What do you dislike about the product?
I don't like how I can't have a record of tickets I have solved out, and how hard it is to search
What problems is the product solving and how is that benefiting you?
I work for an application support team
Zendesk is great if you are able to pay for it
What do you like best about the product?
Ease of use in tracking of tickets and macros make life easier for support agents
What do you dislike about the product?
Reporting is nonexistent if you are on a lower level of pay tier
What problems is the product solving and how is that benefiting you?
Zendesk serves as our primary portal for assisting customers with their products
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