Zendesk Suite
ZendeskExternal reviews
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Helpful tool
What do you like best about the product?
Reporting capabilities and macros make the job easier.
What do you dislike about the product?
For a customer service platform, their support team is not very responsive.
What problems is the product solving and how is that benefiting you?
Saving time answering customer queries, tracking up-sales managed by Support.
Powerful tool to work with customers. Both internal and external.
What do you like best about the product?
Triggers. They are absolutely awesome. It's possible to setup complicated rules which will transform ticket automatically
What do you dislike about the product?
The Admin center rolled out quite long ago, but it's still requires an additional click to navigate there. Reporting page (agent/reporting/explore/period:0) is almost useless. Please consider put some reports there.
What problems is the product solving and how is that benefiting you?
We're working with our external customers - both clients and providers. Having theese conversations in tickets allow us not to loose information in someone's personal emails. Many employees may work on one ticket. Internal notes - clever feature.
Recommendations to others considering the product:
Comprehensive service which covers 200% of usual requirements. In good hands it will become a real help for your business.
Zendesk
What do you like best about the product?
The technology itself and the new products that are being rolled out to improve customer experience
What do you dislike about the product?
That the analytics /reporting data is very limited if you are not in the higher plans. We were part of the original users of Zendesk and the reporting suite offered before was very good but when we were offered to upgrade our plan to the current plans, we lost our reporting suite.
What problems is the product solving and how is that benefiting you?
Zendesk is our main customer service tool and all the customer communication data are located in a central tool.
So many options to build your service process in Zendesk
What do you like best about the product?
Amount of options and possibilities to create virtual way of our service process, which is really complicated - with those options I was able to share specific data with specific customer segments
What do you dislike about the product?
I' ve started setting up our account when Zendesk changed the appearance of some windows. And I for me it was hard to run answerbot with my messaging way; when I tried there was no button to do that.
What problems is the product solving and how is that benefiting you?
My biggest problem was build our service process due to specific maintenance date for customer. I can't do this with clear Zendesk due to limit 100 trigger's run with one ticket. I was able to do this with Deadline App.
A must for customer service team
What do you like best about the product?
It allow us to manage and track the customer service tickets in a very organized manner. We can automate a lot of things, and set it up in a way that suits our specific way of handling things. And the best part is the integration with Shopify! It really helps us save time on going back and forth Shopify and support ticket page.
What do you dislike about the product?
I wish we can set up a different Branding (brand name etc) per channels. We have a couple of brands under one organization, so if we can respond to tickets coming from one channel as Brand A and tickets coming from another channel as Brand B, that would make it more professional looking.
Also, I wish they would stop charging per agent. We would like everyone in our team to have Zendesk agent account, but with this pricing structure it's not worth it to do so. It would make more sense to charge per ticket volume in my opinion.
Also, I wish they would stop charging per agent. We would like everyone in our team to have Zendesk agent account, but with this pricing structure it's not worth it to do so. It would make more sense to charge per ticket volume in my opinion.
What problems is the product solving and how is that benefiting you?
Zendesk made it easy for all of our staff to help out with the customer service tasks. It is clear who is responsible for each tickets, and it encourages everyone to clear out open tickets as quickly as possible. And when a staff member takes a day off, another staff can seamlessly jump in and take over.
Zendesk support
What do you like best about the product?
Bearing in mind that the possibility of getting a fast reply from support won't be available since I've marked the case as a Non-urgent one, I was pleasantly surprised by the velocity of the time the agent joined the chat. The support agent was amiable and provided all the information I was seeking.
What do you dislike about the product?
The assistance was fast, and the answers were to the point. I do not have any complaints about the provided service on the requested inquiry. However, there is always room for improvement.
What problems is the product solving and how is that benefiting you?
Working with different tools always allows you to choose which one to use in this or that particular case; however, it's always a dilemma to use the most efficient one. The support agent has guided me to the best possible option to have the task done.
Pretty Happy Overall
What do you like best about the product?
I feel a bit overwhelmed at times. We have a new account and there is a lot to learn. The help received through chat, and self-help through the guide pages are all very helpful.
What do you dislike about the product?
I dislike how I can not easily tell if the customer has responded to a ticket. I wish it said new, or was bold or a different color to alert me I have a new ticket, or new information without having to check my email as well.
What problems is the product solving and how is that benefiting you?
I'm still new to zendesk and somewhat onboarding a new account, so it's been a learning process. I contact support when I get stuck. Most recently, they helped me with the "tags" feature. We are creating a streamlined customer service management force.
Recommendations to others considering the product:
It is a bit tricky at first, but once you know your way around it's easier. The help team at Zendesk is wonderful and patient and works hard to provide excellent assistance when I get stuck.
Zendesk is user friendly. There are helpful articles in the community forum when you need help.
What do you like best about the product?
simple layout and easy navigation bar/tools
What do you dislike about the product?
linking the Facebook account. Kept hitting errors eventhough i have unlinked and redo it again
What problems is the product solving and how is that benefiting you?
enabling us to glance all tickets under the group.
Is a very nice tool to help the management of all the inquires we have in our daily basis
What do you like best about the product?
the fact that everything is recorded on the system, even the calls, makes easier to know what happened
What do you dislike about the product?
the fact that some accounts are just transferred from one user to another, and the names change retroactively
What problems is the product solving and how is that benefiting you?
contact center knowledge base is important, because we can have a base for new users how to guide.
Our company using Zendesk on a daily basis. I work here as a developer.
What do you like best about the product?
It is a complex solution that covers all that company needs.
What do you dislike about the product?
The control panel interface is a bit complicated. It is tough to choose the proper sub-admin panel.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to solve the support process for all our clients. We find useful the ability to integrate it with many different systems like MS AD or Auth0.
Recommendations to others considering the product:
This is very feature-rich software. Do not get confused for the first time. First, determine which admin portals you have access to and what features they control.
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