Zendesk Suite
ZendeskExternal reviews
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Great way to streamline request for tech and ops help
What do you like best about the product?
I like that zendesk has automated bots that can answer people's questions and can be integrated with Slack. It is a useful way to store forms, policies, procedures all in one place that people can have access to. It saves time answering people individually. Not only that you are able to create ticket support and keep record of requests.
What do you dislike about the product?
I like the ease of zendesk, but uploading videos is hard, and it can alter your powerpoint or pdf. It may be something I need to get better at and not a zendesk issue.
What problems is the product solving and how is that benefiting you?
It is an excellent tool to streamline your help desk support.
All of your support, knowledge base, and community needs in one place
What do you like best about the product?
I love having access to resources and support all in one system. I also think from a customer (our customers, to be clear) perspective Zendesk is easy to use when they want to search, submit a ticket, or engage with other users.
What do you dislike about the product?
The primary admin has been teaching me a few things about the backend of Zendesk. I find it a bit confusing to use. It's not super intuitive on the back end to me.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
I also dislike the limitations on the Community side for posting content, such as no ability to highlight words, underline, add file, etc. For our knowledge base, there are more editing options.
What problems is the product solving and how is that benefiting you?
Clients need support ... when they need it. While they can submit a support ticket, someone may not be right there able to solve the ticket, so the knowledge base and community, which are available 24/7 serve as additional resources to help them in the meantime.
Recommendations to others considering the product:
Users dislike having to go to several different places to find the answers to their questions. Zendesk solves that problem by offering solutions for posting content to help them, a space for networking/community, and a decent solution for collecting and managing support tickets.
Zendesk Support Suite Uses
What do you like best about the product?
It makes it easier to manage and track tickets for follow up with customers.
What do you dislike about the product?
I honestly have nothing negative to say about Zendesk.
What problems is the product solving and how is that benefiting you?
It's great for keeping records.
Good, but Time Consuming
What do you like best about the product?
Zendesk is highly customizable and can integrate with many other apps. There are many ways to personalize the customer's experience with good reporting. It is also nice that it has an omnichannel experience for agents.
What do you dislike about the product?
Some customizations that should be simple can cause a headache if you don't check all settings. For example, it is easy to miss the cascading effects from changing one trigger if you aren't careful.
What problems is the product solving and how is that benefiting you?
We are solving the issue of having all customer support tools in one place. We realized how beneficial it is to have a help center, ticket, chat, and phone support all in the same interface.
Recommendations to others considering the product:
Make sure you do your research and watch training videos before rolling out Zendesk because there is a lot to learn.
Good product with lots of self-help resources
What do you like best about the product?
Access to self-help resources and how easy it was to get started. The views and filters are straightforward and effective.
What do you dislike about the product?
Price felt a little high considering what we were doing with the product.
What problems is the product solving and how is that benefiting you?
We use Zendesk for chat and email. The email ticketing system has helped our support team a ton. We also have seen some sales come in via the proactive chat.
Recommendations to others considering the product:
Jump in and get your hands dirty learning about triggers and other automation. They can make your life much easier if used appropriately.
Great ticketing platform for the big or small organizations
What do you like best about the product?
Integrate with a lot of data softwares like Gainsight & churnZero and help to see all the data in one place. Super easy to use and has a lot of visibility for different teams in the company.
What do you dislike about the product?
Have been using it for the last 4 years and didn't find anything that I don't like so far. It has been the best in all the company needs.
What problems is the product solving and how is that benefiting you?
Solving the real business problem and the analytics data is an amazing feature that helps our support team grow more as an individual and as a team.
Zendesk Review
What do you like best about the product?
I like the ability to customize views and the incredible interactive capabilities between ZD and other apps
What do you dislike about the product?
wish it was easier to create new emails in Zendesk-ones that were not replies to existing tickets
What problems is the product solving and how is that benefiting you?
I love the all-in-one-place aspect of ZD email and chat communications with customers and that it is easy to see the whole communication chain in one glance
Best CRM for your business
What do you like best about the product?
Zendesk auto calling
Ticket management
Reports & Charts
Analytics
Ticket management
Reports & Charts
Analytics
What do you dislike about the product?
Nothing as such but faced a bit of challenges in round robin calling.
What problems is the product solving and how is that benefiting you?
Except round robin calling glitches, I didn't face any challenges.
Zendesk Support keeps Customer Support easy
What do you like best about the product?
Zendesk's support suite has made it easy to manage multiple agents in assigning tickets and being a universal platform to respond to customer requests. The ability to use it as a dedicated support inbox has been key, and brings with it the suite of features to monitor and track the performance of a support team.
What do you dislike about the product?
The one complaint about Zendesk is it's current data structures regarding organizations. Although a useful tool, would look into hopeful automations that can help make the assignment of organizations to tickets easier.
What problems is the product solving and how is that benefiting you?
Zendesk support suite serves as the method for our team to actively respond to customer requests and questions, and form an organizational perspective, has streamlined regular business conversations by allowing them to sit in a siloed inbox where questions ans conversations can be tagged, triaged and designated.
Zendesk for Nonprofits
What do you like best about the product?
I like how easy it is to use and that it sends me emails with updates to my conversations
What do you dislike about the product?
The number of emails I receive from zendesk
What problems is the product solving and how is that benefiting you?
I use Zendesk with our IT department. It makes it easy to track tickets.
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