Zendesk Suite
ZendeskExternal reviews
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Centralized ticketing system & knowledge retention does enhance quality of service!
What do you like best about the product?
Compatibility with popular online store platforms like Shopify.
What do you dislike about the product?
Side conversations functions are still limited, which is important for centralizing cross-departmental conversations that some inquiries require.
- Cannot set CC or BCC.
- The notifications for new side conversations are insufficient so require manual set up of triggers - the default marks are not shown on the ticket view page, and agents have to open the tickets to actually see if there were new unread responses. This is challenging when there is a large number of tickets with active side conversations.
- Reporting can g
- Cannot set CC or BCC.
- The notifications for new side conversations are insufficient so require manual set up of triggers - the default marks are not shown on the ticket view page, and agents have to open the tickets to actually see if there were new unread responses. This is challenging when there is a large number of tickets with active side conversations.
- Reporting can g
What problems is the product solving and how is that benefiting you?
Productivity was low and service quality management was challenging when email inquiries were managed by outlook. Zendesk has centralized customers service communication under one portal, allowing agents to better manage inquiries organized as tickets. Fields can be set up so managers can collect data about various types of incoming inquiries to prepare for and ensure quality responses using metrics and reports.
Since we outsource customer service agent management to a third part company under a shared account, education, and retention of knowledge were always a challenge. Knowledge Capture and Zendesk Guide provide us a place to keep our education content easily accessible and up-to-date.
Since we outsource customer service agent management to a third part company under a shared account, education, and retention of knowledge were always a challenge. Knowledge Capture and Zendesk Guide provide us a place to keep our education content easily accessible and up-to-date.
Recommendations to others considering the product:
Make sure you're comfortable setting up your own fields and be clear about the objectives of data collection. Reports and metrics rely on proper setup and effective inputs.
Good overall experience with some opportunities
What do you like best about the product?
Zendesk provides multiple tools and resources to help with supporting customers and tracking trending concerns.
What do you dislike about the product?
There are some opportunities with Zendesk support views and the dashboard. Most of the default ticket fields are not beginner-friendly which can result in more time to onboard new agents.
What problems is the product solving and how is that benefiting you?
We are mostly supporting customers with technical issues, general inquiries, and other requests. It helps with agent productivity because of the easy-to-access Views.
First time using Expert Help Session
What do you like best about the product?
The support agent did not waste any time, and immediately jumped into answering our questions. The agent had great listening skills and took the time to listen attentively to our questions.
What do you dislike about the product?
The delivery of the answers was a little lacking. The agent pointed us to the right solution to our issue, but did not demo how to deploy the solution. Some issues did not have a quick answer, so the agent had to check and reply via email.
What problems is the product solving and how is that benefiting you?
We are using almost every aspect of Zendesk to provide multi-brand support to our customers. Zendesk Support Suite allows us to organize support coming in from multiple sources and channels into one platform.
Recommendations to others considering the product:
If you are looking for a support application that can grow with your business, Zendesk is it. Whether you are a small one-person shop, or a large company, Zendesk can do it all.
Tool Experience
What do you like best about the product?
The tool helps me to solve the user's issues. Also, It's easy to use.
What do you dislike about the product?
The UI needs an update. It seems an old version.
What problems is the product solving and how is that benefiting you?
I solve users' queries via emails, and it's easy to access.
User experience
What do you like best about the product?
The ease of use of the tool and how easy it is to navigate
What do you dislike about the product?
The UI and the data is a little complicated to pull
What problems is the product solving and how is that benefiting you?
No issues for this as i havent contacted support
The Most Straightforward Customer Service Solution
What do you like best about the product?
Zendesk is an intuitive and easy-to-use tool, but the features are also very powerful. You get so much bang for your buck. We transitioned from a different customer service tool to Zendesk and were overjoyed that it gave us almost exactly what we needed with a much more friendly user experience and price.
What do you dislike about the product?
There are a few small aspects of customization that we would love to see. Right now I believe we can achieve these things through APIs, but would be amazing to see a greater degree of customization capability in the future.
What problems is the product solving and how is that benefiting you?
We needed a centralized place where we could easily collect and take care of all customer service requests, and have access to analytics. Zendesk provides this. We also created our public-facing Help Center website directly through Zendesk, so that makes it very simple to link a contact form and help articles directly to the support tool.
Recommendations to others considering the product:
It's a great customer service tool, whether this is your first experience with a tool of this kind, or you've got a lot of experience and need a change. The ease of use combined with the features you get will be hard to beat.
Zendesk user for last 1year
What do you like best about the product?
The formatting style.
It has built in modification tools.
It organized the text very well
Very nice UI
It has built in modification tools.
It organized the text very well
Very nice UI
What do you dislike about the product?
Kindly add more emojis.
It lags sometimes
It lags sometimes
What problems is the product solving and how is that benefiting you?
Users account-related queries.
Providing the best customer service
Providing the best customer service
Recommendations to others considering the product:
Best and reliable software
Intuitive and powerful
What do you like best about the product?
We've just starting using Zendesk and so far have found it very intuitive for our team. We're only scraping the surface of the features but can already see how powerful it is and think it will only get better over time for us as we tailor it to our needs.
It also a huge step up for us moving from separate email, phone and CRM systems to one system that we can work out of.
It also a huge step up for us moving from separate email, phone and CRM systems to one system that we can work out of.
What do you dislike about the product?
Overall, the program is very customisable, however there are some aspects where we need to create workarounds to match our workflow or there seem to be somewhat basic features missing (such as rich text editor for triggers to have a rich text auto email response). Overall we've loving it so far though.
What problems is the product solving and how is that benefiting you?
We've grown rapidly over the last two years and had outgrown our old systems. Zendesk allows us to have more complete view of our members by seeing all of the communications we've had with them in one place.
Good
What do you like best about the product?
I like the speed of the software and the way it has been developed
What do you dislike about the product?
There are lags that make it difficult to chat with users fast
What problems is the product solving and how is that benefiting you?
There a lot of problems have been solved through this platform of Zendesk. I am more productive because of Zendesk.
Good overall solution
What do you like best about the product?
Saving the history of client's requests is essential to giving good support and improving your services. Zendesk allows us to do this and provide a quick and easy way to review old history for specific clients or search a solution from a previous client encounter.
What do you dislike about the product?
We do receive notifications for a fair amount of temporary outages, but it does not always affect us. There are issues searching for clients from a specific domain which can be slightly frustrating.
What problems is the product solving and how is that benefiting you?
We use many of the Zendesk products as a one-stop-shop, Support ticketing, Online chat, Support documentation, and a small amount of usage with reporting (Explore). Integrating them allows us to see all client communication with the support team and insights to the Sales team on client communication.
Recommendations to others considering the product:
Request assistance with the setup from a Zendesk admin
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