Zendesk Suite
ZendeskExternal reviews
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Great All-in-one CRM Solution
What do you like best about the product?
Zendesk allows companies to support customers on multiple fronts, including email, phone, and even chatbot. Given the nature of B2C businesses, supporting customers through various channels is critical. Zendesk's customer support experience is where they shine brightest, where the team is timely, supportive, and detailed with any small or large support request.
What do you dislike about the product?
There aren't any significant issues, but I would like to see a built-in ticket-routing solution with Zendesk. Currently we are using are third-party marketplace app and are seeing some problems.
What problems is the product solving and how is that benefiting you?
Zendesk solves our biggest problem of servicing our clients to the best of our ability. It integrates various customer support channels into one and allows for the seamless management of each channel in a unified platform.
Zendesk is the King of Customer Support Platforms
What do you like best about the product?
Zendesk Support Suite makes it easy to communicate with customers efficiently and professionally. It also allows us to report on much-needed data from our tickets. The triggers and automation capabilities save us hours of work everyday.
What do you dislike about the product?
A downside would be a lack of planning when implementing new features. The new features are excellent, but sometimes gaps in the new features can cause setbacks.
What problems is the product solving and how is that benefiting you?
Zendesk just implemented a new custom statuses feature which has simplified our workflows immensely! Now they are working on implementing custom statuses based on groups which will further streamline our agent experience.
Super
What do you like best about the product?
super and efficient program and very easy to use
What do you dislike about the product?
There is nothing really I dislike, the functions are working fine
What problems is the product solving and how is that benefiting you?
Contact with customers and also with potential buyers
Very good support and good product!
What do you like best about the product?
good interface, easy usage, and also design is very nice!
What do you dislike about the product?
There is noting to dislike so I do not know
What problems is the product solving and how is that benefiting you?
Chatting with customers
Incredible and must have tool for Support
What do you like best about the product?
Zendesk Support is one of the best tools I have worked with. It is simple, intuitive and easy to work with. The User Experience in uncluttered and leaves a positive impact.
What do you dislike about the product?
The pricing is too high. Chatbot is yet to scale up and then
What problems is the product solving and how is that benefiting you?
Customer interactions in one place. Integrated suite of tools
Takes some getting used to
What do you like best about the product?
Good reporting features; full suite of support avenues; great for supporting one-party tickets; ZenDesk's customer service team is top-notch; tags are excellent to have
What do you dislike about the product?
Internal/external replies user interface is clunky; no way to switch tickets into correct view/inbox; no built-in snooze function; when needing to loop in multiple parties on a ticket, ZenDesk falters compared to just regular email (i.e. - when resolving a dispute); no way to delete spam tickets that make their way into your regular views; batch updating tickets is finicky and does not always work; pictures/HTML within tickets do not always load properly and email threading can be hard to follow; no way to filter your personal view to only see open/pending/solved tickets, so you have to scroll through instead; no way to mark tickets as priority; way too many email notifications for daily users; sometimes there is not an option to return a call back in the same ticket, sometimes there is?; ticket threads do not always forward when sending to an external email or party
What problems is the product solving and how is that benefiting you?
Reporting analytics for our operations team. This allows us to ensure that issues are solved timely and that we have enough bandwidth for our queue.
I contacted them by chat and in minutes gave me a solution to my issue
What do you like best about the product?
The agent know its product and have the possibles solutions that are well explained
What do you dislike about the product?
I don't dislike the assistance actually.
What problems is the product solving and how is that benefiting you?
One of the agent had problems when sent hers message, as the html code of the signature was showing. Once it was solved, the agent started working again
Easy for Email Support
What do you like best about the product?
UI is amazing. Easy to understand and user-friendly.
What do you dislike about the product?
At times takes a lot time to load if the data is a lot in a ticket
What problems is the product solving and how is that benefiting you?
In my company we use Zendesk as a tool for Email support system for our customers. It is easy in generating tickets and data is intact always. You can also customize
Zendesk is your feature rich Customer service solution.
What do you like best about the product?
Zendesk system is the best solution to manage and serve your customers effectively. It's a feature-rich solution where all the functionalities are unified and easier to maneuver quickly to be more productive and efficient in serving customers.
What do you dislike about the product?
Actually there is nothing in Zendesk that i didn't like, all the features in there were as expected, however the only thing about Zendesk was that it does not have our local PNG telecos integration capability which means that we couldnt use the international numbers provided, so we had to upgrade our current PABX to enable compatability.
What problems is the product solving and how is that benefiting you?
We used to have two separate systems where calls were taken differently from the tickets. The previous system could only integrate with emails and nothing else, which means that all our customer queries were received only through phone calls and emails. Usually, calls are dropped; with Zendesk now, we have opened up different channels where customers can raise their queries. The most notable and more accessible tracks are Facebook and WhatsApp, making it easier for customers to register their questions.
It has all that you need
What do you like best about the product?
All things you can set to support our customers experiences.
What do you dislike about the product?
For someone not very techy, some features can be very hard to understand or apply.
Also, some apps are not enough support, for example Asana.
Also, some apps are not enough support, for example Asana.
What problems is the product solving and how is that benefiting you?
The triggers, the multiple brands, the fact that my team can create/edit user profiles or organizations profile.
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