Zendesk Suite
ZendeskExternal reviews
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System with many integrations and possibilities
What do you like best about the product?
The platform has a variety of tools and integration possibilities, what I appreciate the most are the various possible integrations, as in our company we use several other software.
What do you dislike about the product?
As a professional in the IT field, I did not find many negative points or defects in the tool, however, our employees in general had great difficulties in using the tool at the beginning. Although the entire interface tries to be as clear as possible, the amount of options and information in it makes it take a while for a common user to become familiar with the tool.
What problems is the product solving and how is that benefiting you?
As our company uses various other software like Asana and Pipedrive, we are able to interconnect and create an efficient workflow, centralizing all the information in Zendesk.
When you get hold of how to use it it is very convienient for CS.
What do you like best about the product?
Definitely automatization options. When we created the workflow with auto followups and auto-tagging it made our work so much easier.
What do you dislike about the product?
At first it was quite a challenge to become familiar with all the terminology.
What problems is the product solving and how is that benefiting you?
We choose to become users of ZenDesk, because the software we used previously was not that precise, and we experienced a lot of delays. For now it seems that ZD is going the job correctly.
Feedback after using 2 years
What do you like best about the product?
Transparency, Multiple channels in one place. Easy to access. I specially like chat feature how this works
What do you dislike about the product?
Zendesk is very vast but sometimes becomes hard to find options under the admin center
What problems is the product solving and how is that benefiting you?
I was helped on support to fix the issue for "View "my groups
Helpful for multiple customer support agents
What do you like best about the product?
Zendesk is excellent for many customer support agents - very easy to assign tickets within working 'Groups.' Automated macros (or pre-populated responses) save me hours of time each day!
What do you dislike about the product?
I've had trouble integrating Dialpad (internet phone software) with Zendesk. Although calls come through well and transcription of voicemails is great, I cannot figure out how to have Zendesk track missed calls (our organization calls back any missed calls during business hours).
What problems is the product solving and how is that benefiting you?
I can receive anywhere from 20-80 support tickets per day. Zendesk allows me to quickly answer these inquiries with macros, and I love the 'resolution' and 'tags' feature, so I can mark each ticket as to what was resolved. GREAT support in reporting # of tickets, customer satisfaction ratings, and ticket trends over time.
Zendesk has great features for email support, but is lacking on basic features for phone support
What do you like best about the product?
Easy for agents to use. Great features for email ticket support.
What do you dislike about the product?
Lack of outbound caller ID for Talk, lack of SLAs for phone calls
Realllly poor help resources for using the Explore product
Realllly poor help resources for using the Explore product
What problems is the product solving and how is that benefiting you?
N/A
ZenDesk just works better!
What do you like best about the product?
Our team previously used Kana for support tickets, and I find ZenDesk has better support, and a great suite of features that both help us track our work and tag issues by macro.
What do you dislike about the product?
There is a bit of a learning curve to truly get the most use out of ZenDesk. Learning how to effectively search a queue by keywords has it's own language, and sometimes I feel like I need more hands-on training to fully utilize the many features offered.
What problems is the product solving and how is that benefiting you?
Our team assists hundreds of guests daily through ZenDesk. We can track the trends of our tickets through macros, providing us with a fuller picture of our underlying issues. We also use ZenDesk guides to provide our cast with knowledge articles to help them in answering!
Zendesk resolved my issue by chat in a few minutes. It was very fast and efficient
What do you like best about the product?
I love being able to contact them by chat and immediately talk to an agent who can provide troubleshooting steps or tell me if the issue is already known in their system.
What do you dislike about the product?
I would have preferred to receive more information about the issue I'm experiencing without having to actually contact the system first. If there is a known issue, it should be informed to potentially affected customers.
What problems is the product solving and how is that benefiting you?
Zendesk helps me and my business keep in touch with my customers and it's a key aspect of my business so having a quality support team that can also support me and my business is critical.
Complicate but worth it!
What do you like best about the product?
I really like the fact that using fields and forms we can collect valuable data about our customers! The more data we have, the better impact can our support have and the more we improve our company's product.
What do you dislike about the product?
Well, getting set up to use Zendesk is pretty complicated, especially because in order to change one thing, you need to change many more in the backend.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
Also, the most important feature that is definitely necessary is being able to forward conversations and for these forwarded emails to become new tickets or appear somewhere. Connected to this is also the feature to BCC people in conversations, something which is greatly needed.
What problems is the product solving and how is that benefiting you?
Data-related issues, meaning that when other services would only offer limited data in terms of contact drivers and issues our customers have, Zendesk allows us to log cases based on each customer's needs.
Passwrod reset
What do you like best about the product?
We have been using Zendeask for a number of years now. It is very simple to install on our platform (wordpress). Our customers find the chat widget very engaging, and it helps us to develop sales through customer support.
What do you dislike about the product?
The only thing we would state as a negative is the big jump to a paid plan. You can only use one agent at a time on the free plan, which can sometimes cause issues when more than one customer wants to engage. Other than that, we think it's great.
What problems is the product solving and how is that benefiting you?
It allows us to interact with our customers at important stages of their buying process. Whether we answer a query about one of our products, offer a discount code or send them a link to other items that they may like. This is vital when wanting to increase sales.
One of the best ticketing tools
What do you like best about the product?
The tool has a lot of helpful features. I like the ability to create multiple views, triggers, Explore reports etc.
The support has also become a lot more responsive than it used to be.
The support has also become a lot more responsive than it used to be.
What do you dislike about the product?
When a report is exported via Explore, it does not have the option to get the clickable links for the ticket ids.
What problems is the product solving and how is that benefiting you?
We use it as our ticketing system. Really like the 'side conversations' feature to keep everything at one place.
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