Zendesk Suite
ZendeskExternal reviews
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Great tool but minor improvement needed
What do you like best about the product?
It is a very easy-to-use tool for the support staff and can also collaborate with other teams such as Dev/PM etc. internally.
What do you dislike about the product?
They should have the option of a BCC and seamless integration with SalesForce.com
What problems is the product solving and how is that benefiting you?
Hundreds of support tickets weekly with auto-escalation if the SLA fails. Tickets can also be tagged with the specific issues or bugs detected and can also talk to Jira.
Zendesk providing all in one feature
What do you like best about the product?
Zendesk Support provides a wide range of feature. The main features which helped us a lot are listed below:
- Zendesk provides the best HelpDesk feature. One can easily create a ticket, automated response will be provided to customers.
- Zendesk offers the best tracking for the customers issue.
- The alert will be raised for high priority task.
- The mail tracking can also be done using zendesk.
- The zendesk help support is also ready to help whenever stuck.
- The feature of intelligent routing is very much helpful.
- The automatic recording session comes handy for future use.
- Zendesk provides the best HelpDesk feature. One can easily create a ticket, automated response will be provided to customers.
- Zendesk offers the best tracking for the customers issue.
- The alert will be raised for high priority task.
- The mail tracking can also be done using zendesk.
- The zendesk help support is also ready to help whenever stuck.
- The feature of intelligent routing is very much helpful.
- The automatic recording session comes handy for future use.
What do you dislike about the product?
As such there is nothing to dislike about Zendesk Support Suite. I dont have really great experience with Knowledge base and speech analytics functionality of Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has made the life easier for customer as well as for us. Using Zendesk customer is addressed very efficiently. The support of live chat has helped a lot for solving the customer issue. One can also track the progress of any tickets. The Proactive Notification has very positive feedback from the customers.
Recommendations to others considering the product:
Zendesk Support Suite provides a very cool feature. It can be used by the company which needs to provide better support to customers. It also provides you trial for a few days. It is worth a try !!!
The product is very good for customer support - which the setup was more user friendly
What do you like best about the product?
The ease of managing support tickets and interacting with customers
What do you dislike about the product?
Manipulating and maximizing the explore suite capabilities.
What problems is the product solving and how is that benefiting you?
Managing customer issue and assignment to team members
Great service
What do you like best about the product?
We're using Zendesk to show support pages to our customers. They provide excellent support and make it easy for us to show helpful pages, as well as customize the site to our design.
What do you dislike about the product?
The support suite is quite extensive. While that is good on the surface, it might take some time or support requests to find and configure special requirements. That being said, the support is usually quite helpful.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to show support pages to our customers. A big benefit we found were the uniqueness of links (all start with /hc), which makes migrating from and to Zendesk easy.
Recommendations to others considering the product:
Check out existing forums and what they can do, and check out the features you need. You'll have a far easier time using Zendesk if you know what you want.
Excellent Support Tool
What do you like best about the product?
We really enjoy the ease of use and the fact that the tool is highly customizable using triggers, automations, macros, etc. We support a complex piece of software and Zendesk gives us the tools we need to convey solutions to our users accurately.
What do you dislike about the product?
It could use more features for efficiently cleaning up junk data.
What problems is the product solving and how is that benefiting you?
Technical issues with performance testing software. Our team's customer satisfaction is high, due in no small part to how easy it is to work collaboratively in Zendesk
Zendesk makes CS easy!
What do you like best about the product?
Zendesk is a true omni channel and allows agents to communicate with customers in one spot. It is pretty simple to generate sound data with the premade dashboards.
What do you dislike about the product?
I am having to choose b/w messaging and chat due to limitations within each. I want to switch to messaging but lose conversion tracking.
What problems is the product solving and how is that benefiting you?
Prior to Zendesk, customers were being forgotten about
Zendesk review as a day to day user
What do you like best about the product?
There are so many features such as snooze, a pending queue that automatically closes out cases where the customer is not responsive. I have used other similar tools but zendesk by far has the least number of issues and the support is good.
What do you dislike about the product?
The recent changes are not that great or at least I am yet to get the hang of it. My organization has zendesk customers such that it shows SLA even after the first response. There is an SLA after every email from the customer.
What problems is the product solving and how is that benefiting you?
We are managing our work with it. It helps us keep all our tickets in one consolidated place. It has so many tabs that are easy to keep track of.
An awesome support tool
What do you like best about the product?
Integration of various social channels, Customization available so can create fields and values according to each need and usecase.
What do you dislike about the product?
User Interface is a little confusing and complicated to understand at initial stage, once you get used to than its smooth
What problems is the product solving and how is that benefiting you?
Understanding customers better, providing resolutions to their queries, issues, problems.
Simple to use, limited training needed to ramp support agents
What do you like best about the product?
The interface is fairly intuitive and use requires little training to ramp new agents. I use the Guide, Support and Reporting. The front-end work is less than other systems like Dynamics or Salesforce.
What do you dislike about the product?
The reporting functionality isn't the most customizable but meets the majority of our reporting needs. There are also many required fields for agents closing cases. The options to add areas for tracking are a bit cumbersome.
What problems is the product solving and how is that benefiting you?
We are using Support Suite to provide a ticketing system for internal user support and for tracking requests for IT resources for project work. The tools has greatly improved visibility and tracking for utilization of IT resources, helped to improve headcount forecasting and resourcing.
Organized and helpful
What do you like best about the product?
Zendesk allows the organization of the incoming chats, produces reports on the data, and has infinite possibilities of integration with any tools applicable to the operation.
What do you dislike about the product?
The default menu has many options that are not useful to my team, visually polluting the platform. In addition, we face difficulties with automated messages, which turn out to be somewhat limited or inflexible.
What problems is the product solving and how is that benefiting you?
The platform centralizes incoming emails, automatically dividing them by queues based on specific triggers. It facilitates the work as we can assign special teams to each row.
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