Zendesk Suite
ZendeskExternal reviews
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Easy ticketing solution
What do you like best about the product?
I like how simple it is to have multiple channels (website, email, chat, talk) all available within the same agent dashboard. I've been able to quickly train others to use, taking advantage of the online training zendesk offers.
What do you dislike about the product?
I'd like an easier way to see my agents and how they are contributing. Who is currently logged into to take calls, chats. Who is actively responding to one of these channels.
What problems is the product solving and how is that benefiting you?
I need to quickly ramp up a small team of support agents who may be completely new to the zendesk suite of support products. This has been very easy with zendesk.
Awesome tool
What do you like best about the product?
Everything is pretty easy to use and you don't lose your work. Things are saved automatically and it makes your process goes smoothly.
What do you dislike about the product?
Like Explore Dashboard, if the creator of a dashboard leaves the company and did not set it so others can configure it, you will need to delete it.
What problems is the product solving and how is that benefiting you?
Seamlessly customer support documentation.
Great Customer Support Tool
What do you like best about the product?
ZenDesk has and continues to help us improve our customer support by helping better organize requests for faster and more targeted help. We have also received great feedback from clients about how much they love the system.
What do you dislike about the product?
Some features we wish were a bit more customizable and flexible with implementation. There is also a bit of a learning curve to get into the system as there are so many features and settings that it's easy to get lost. Otherwise, with a few work arounds, the software works great.
What problems is the product solving and how is that benefiting you?
We have streamlined our support models and have better organized our resources to help our clients more efficiently. Our support has become much more targeted and we see the bigger picture much better.
Recommendations to others considering the product:
Take time to review the lessons they offer as they help better understand how the setting and features work
Zendesk Support Suite experience is amazing, amazing for us - Administrators, and for our agents.
What do you like best about the product?
The experience with Agent Workspace is awesome. You need some experience in Zendesk to make this a valuable use, but it's easier to make everything on their platform.
What do you dislike about the product?
You need a lot of add-ons to use Zendesk with all its power, and this is not ok at all. We're from Brazil and everything for us in Zendesk is quite expensive....
What problems is the product solving and how is that benefiting you?
We're solving a lot of problems now. We're using Zendesk + Sunshine Conversation + a BOT called Droz, everything is working pretty fine, we can solve a lot of problems from our customers without an agent touch, and when need an agent touch, we have everything on the same platform.
Recommendations to others considering the product:
Zendesk Support Suite is easy to use, but you must read everything before.
Zendesk Support Suite Review
What do you like best about the product?
The ease in scaling as you grow.
Several solutions are combined into a single platform to provide multi-channel support.
The ability to configure the system to suit several use cases.
You can easily turn on and off some of the main features (such as channels) if need be.
The reporting platform provides a good insight into customer experience and agent productivity.
Integrations with other systems such as Jira and Salesforce make it possible for agents to work seamlessly inside Zendesk.
Several solutions are combined into a single platform to provide multi-channel support.
The ability to configure the system to suit several use cases.
You can easily turn on and off some of the main features (such as channels) if need be.
The reporting platform provides a good insight into customer experience and agent productivity.
Integrations with other systems such as Jira and Salesforce make it possible for agents to work seamlessly inside Zendesk.
What do you dislike about the product?
The learning curve for a new user is steep.
Multiple brand limits.
The cost is a little on the higher end.
Poor support SLAs - their support's reply and response times are not great.
To effectively use it, you would require a highly qualified Zendesk administrator.
The reporting dashboards are too rigid.
Multiple brand limits.
The cost is a little on the higher end.
Poor support SLAs - their support's reply and response times are not great.
To effectively use it, you would require a highly qualified Zendesk administrator.
The reporting dashboards are too rigid.
What problems is the product solving and how is that benefiting you?
Multi-channel support - you can receive and respond to requests from several channels such as email, web forms, calls, chat, and messaging.
A single ticket can merge responses to several channels.
Provide support to several unique products with a central support team by use of multi-brands - each product has its portal (KBs, request forms) but tickets from all portals come to a central place.
Receive, respond and easily track customer requests. Features such as ticket routing, notifications, and views make it possible to easily respond to customer requests promptly, and track their progress to resolution.
Track agent productivity, and staffing requirements.
Implement support SLA, track and report the same.
A single ticket can merge responses to several channels.
Provide support to several unique products with a central support team by use of multi-brands - each product has its portal (KBs, request forms) but tickets from all portals come to a central place.
Receive, respond and easily track customer requests. Features such as ticket routing, notifications, and views make it possible to easily respond to customer requests promptly, and track their progress to resolution.
Track agent productivity, and staffing requirements.
Implement support SLA, track and report the same.
Recommendations to others considering the product:
It's a robust tool. It can fit any use case, but you would need to correctly set it up. Worth trying
User friendly system and Support
What do you like best about the product?
The user interface is so clean and friendly even a new user like me can easily master it
What do you dislike about the product?
Better SLA handling and integration with Whatsapp
What problems is the product solving and how is that benefiting you?
We use it as one point contact for our customers to provide better support for them
Very impressed with the speedy support that Zendesk offers.
What do you like best about the product?
Easy and accessible support that is live, and connects me to a real human.
What do you dislike about the product?
Navigating the FAQs and lengthy articles when trying to find solutions to problems.
What problems is the product solving and how is that benefiting you?
Zendesk support solved my log in, user and password issues. I have seen now there are many benefits to the support system, namely the easy and quick access to an agent.
Highly recommend ZenDesk
What do you like best about the product?
ZD is a very powerful tool for all aspects of your business. Great customer service and ongoing support.
What do you dislike about the product?
Better customization around the web widget messaging. Sometimes it lacks the features we're looking for.
What problems is the product solving and how is that benefiting you?
Centralized user data, a central hub for team workflows, being able to make data-driven decisions with analytics.
Recommendations to others considering the product:
Utilize the ZD support team because ZD is a very powerful program that can be utilized better with advice and guidance. It takes a few months to completely get used to ZD so lean on people for help!
Intuitive, and very easy to use, with tons of features too.
What do you like best about the product?
I like the simplicity of the service, it allows me to communicate with customers very easily.
What do you dislike about the product?
I don't like how the latest version was implemented, although, they are fixing many of the problems it was having initially. Also, the notification sounds are a bit annoying at times, I usually keep them muted.
What problems is the product solving and how is that benefiting you?
For technical problems, like installations, downloads, and activations, I also guide the customers through our site, and I can indicate to them the steps easily with captures, attachments, etc.
Have been using zendesk for years. Love it and customer service is great.
What do you like best about the product?
Customer support is the most helpful. Also like the reports.
What do you dislike about the product?
Can be confusing to create groups. But support helps.
What problems is the product solving and how is that benefiting you?
Help desk. I like the ease of talking to users with issues through the tickets. Benefits include ease of you.
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