Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Timely assistance and ownership.
What do you like best about the product?
I am learning the Zendesk background settings, and it is very intuitive. Finding self-help is easy and when I have needed further guidance, I have been assisted swiftly and effectively. There are many knowledge articles, but they will help you to find the right one for the task you are trying to complete.
What do you dislike about the product?
Some options take you from the Administration Centre to some settings still in Support, for example, user groups and roles. It keeps you looping around to get to the screen where the actual change will be done, instead of executing the change on the window you already are. This is also true for some chat/messaging options.
What problems is the product solving and how is that benefiting you?
I am unclogging some of the processes agents have been doing manually by setting up macros, triggers and automation. This is allowing us to do more with the agents we already have on board, instead of adding resources to the team. Also, we have recently enabled the chatbot feature, and it is helping to resolve easy requests, although messaging has some limitations that hopefully will be available soon.
Recommendations to others considering the product:
This is a very solid and flexible option to set up a contact center operation. I have been user on other organizations, and it is indeed a helpful resource to empower agents to deliver a great customer service.
Zendesk has been wonderful for our small business needs
What do you like best about the product?
I really like the support if I have a question - the guide section has been instrumental for our needs.
What do you dislike about the product?
It can be difficult to problem solve on your own - I find that I have to reach out to support for help, but they are always very quick to respond.
What problems is the product solving and how is that benefiting you?
Customers can troubleshoot with our Guide section. It's saved us time and resources.
Recommendations to others considering the product:
Provide more videos - if I can see it done I'm less likely to need to chat.
Technical Support Engineer
What do you like best about the product?
The customization of the options in triggering metrics into different itegration
What do you dislike about the product?
I pretty much like everything the product has to offer.
What problems is the product solving and how is that benefiting you?
being able to communicate with customers.
Jeffrey was fantastic
What do you like best about the product?
Minimal wait time, clear instructions about how to solve my issue and friendly service. I have just dealt with Jeffrey and he was fantastic!!
What do you dislike about the product?
Sometimes the wait times to speak to a real person can be long. From time to time I have come across the odd person who doesn't give clear instructions and just directs me to a link I am already looking at but need clarification/help with
What problems is the product solving and how is that benefiting you?
Sometimes the instructions online are not clear and I need clarification to sort an issue
Best Support Ticket Software I've Used in over 30 Years
What do you like best about the product?
The over all look and feel, very easy to use UI. The ability to choose between different types of automation and be able to reply with pre defined emails. Also the integration with email platforms such as Outlook.
What do you dislike about the product?
Nothing so far. The new workspace upgrade is brilliant - the things I found annoying have all been addressed in this upgrade. And we could choose when to upgrade which I've never had from a company ever!
What problems is the product solving and how is that benefiting you?
We use a contractor to manage our helpdesk function and we are 2nd tier support. We have a company of over 500 people nationwide. Zendesk allows us to manage helpdesk tickets seamlessly between ourselves , our staff and our contractor
Recommendations to others considering the product:
In New Zealand it is hard to find companies that work in our time zone, especially for support. I've not had one situation where I've not had an immediate response when logging a support call. The fact its online also allows us to work from any device from any location. I've used many systems in my time , and Zendesk ranks higher than any others.
Zendesk Sell and Analytics
What do you like best about the product?
Clifford, a customer service person responded to my query within 10 minutes. He reviews my case, and my account profile giving me a solution right for my needs and particular case. He also gave me supporting material to follow up on and waited for me to find out if the solution given was suited for what I was looking for.
What do you dislike about the product?
Everything was good, starting from easy Bot questions, moving forward to contacting an agent to chat with.
What problems is the product solving and how is that benefiting you?
The idea of using the built-in analytics tool, rather than connecting a third party to do the job.
Chat Support Helps A Ton
What do you like best about the product?
I like being able to chat and get someone quick. Customer Service is important to me when I am the customer and when I am the company. Most of the time I am trying to problem solve an issue and being able to get an answer quick is key in our business.
What do you dislike about the product?
Sometimes all of the how-to links are overwhelming. I'd rather have someone personally help me. Chat bots drive me crazy and put me on information loops. I like the personalization of hands-on help from a human instead of a bot.
What problems is the product solving and how is that benefiting you?
Users and email tracking. I realized we don't have to lose email history when someone leaves their position. Being able to link the email history back even further back than we have had zendesk is pretty cool.
Recommendations to others considering the product:
Be clear on your internal departments so you'll know where to assign tickets.
Zendesk review
What do you like best about the product?
Tickiting system & Other ticket management features, Ease of access, Make easy to inetract with the lerner's
What do you dislike about the product?
Somtimes it feels a little bit buggy, otherwise all good.
What problems is the product solving and how is that benefiting you?
Providing technical solution to the learner's
Organize customers support
What do you like best about the product?
The Support Suite allows my support team to manage, organize and analyze all the clients' tickets.
There are a lot of functionalities that help my little team to manage a huge amount of tickets.
There are a lot of functionalities that help my little team to manage a huge amount of tickets.
What do you dislike about the product?
The initial setup is quite difficult. I need some time to manage to learn the basic functionalities of the product
What problems is the product solving and how is that benefiting you?
I can view all the open and pending tickets with a quick look.
I can now analyze the recurring pattern of the support and start to build processes on that information.
I can now analyze the recurring pattern of the support and start to build processes on that information.
I trust the support industry leader
What do you like best about the product?
Improved usability compared to previous version of interface. Commonly used features became more accessible.
What do you dislike about the product?
It's not very transparent in the Admin Center which features can become available with the upgrade. Zendesk posesses a great pool of amazing features but you don't know about them unless you stumble upon a promo email or directly talk to an account rep. Lack of onboarding managers or coaches/instructors. That would be helpful when intruducing new features/interfaces even for proficiant users.
What problems is the product solving and how is that benefiting you?
Customer Email support and soon Live chat too. The main benefit is the structuring of data and simplicity of the workspace design. Gamification, icons, colorful chats are cool, but clean interface is best. Helps with keeping focus on user data and messages.
Recommendations to others considering the product:
Check the availability of all the advertised features for your plan with your account rep or Zendesk support team.
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