Zendesk Suite
ZendeskExternal reviews
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Zendesk for service review
What do you like best about the product?
Zendesk is one of the most popular help desk software that has been used by thousands of big companies around the world. It offers reliable service with complete features designed to help your company build better relationships with your customers
What do you dislike about the product?
Nothing like so far.
Everything is going well.
Everything is going well.
What problems is the product solving and how is that benefiting you?
Omni-channel customer service tracking
Help centres and community forums
AI-powered bots and assistants
Manage and respond from one place
Boost agent efficiency with collaboration tools
In-built intelligence and routing
Analytics and dashboards
Over 1000 integrations
Unified customer view system
Actionable insights and reporting
Professional services
Help centres and community forums
AI-powered bots and assistants
Manage and respond from one place
Boost agent efficiency with collaboration tools
In-built intelligence and routing
Analytics and dashboards
Over 1000 integrations
Unified customer view system
Actionable insights and reporting
Professional services
Awesomeness!
What do you like best about the product?
It almost has everything we need to run our business. Furthermore, if there is anything we need, we can choose from the 3rd party apps that integrate with Zendesk and make the experience seamless.
What do you dislike about the product?
The only downside is that we need to install 3rd party apps to make the suite suited to our complex type of business which is not Zendesk's fault. We have a different need for our company.
What problems is the product solving and how is that benefiting you?
Mostly our Service Level Agreements, which is lowering turnaround time for tickets and handle time for voice. We did not have the type of reporting Zendesk has with our old CRM. This gives us a complete view of what is happening with our numbers
Recommendations to others considering the product:
If you are looking for the Ferrari of CRM's, I suggest you partner with Zendesk. Not only is their technology top-notch, but the aftersales service is also excellent!
Been using ZD for 10 years now- it just keeps getting better!
What do you like best about the product?
Flexibility. Zendesk has a lot of ability to set up unique and specialized workflows. Because of that, it can be a powerful tool for small teams and when starting out, but also grow with the organization as a whole.
What do you dislike about the product?
Sometimes it can be hard to find documentation on specific concepts. I think this could be helped with a documentation organization structure based around outcomes more than product names.
What problems is the product solving and how is that benefiting you?
The ususal incoming support ticket problems, data problems, things like that. One of the more interesting puzzles we've solved is around creating views that show how many incident tickets are tied to a problem ticket. For now, we worked out a way to show that with a multie-value field automatically populated when incident numbers hit a certain threshold ("low" "medium" and "high" numbers) but are hoping to move into using Zapier or similar to populate a numeric field directly.
Recommendations to others considering the product:
It's a complex but very powerful product. Consider bringing in an established expert or taking the time to dig in and learn the product thoroughly. It's worth the time.
Excellent and streamlined solution for all your support center needs!
What do you like best about the product?
Because Zendesk is so popular, many other 3rd party services support integration with Zendesk. We leverage the powerful ZenDesk API to connect things such as external answering services (creates tickets automatically) and support business analysis software.
What do you dislike about the product?
There are zero serious downsides; the only issue we have faced is knowing a decent amount of technical information to integrate services with the Zendesk API. Support is more than willing to assist with this, but you will need to read through some KB articles also.
What problems is the product solving and how is that benefiting you?
The company I deployed Zendesk for was previously using a lesser free solution. They needed to upgrade due to the business growing. The free solution was not cutting it anymore. The issues we have solved with Zendesk are endless, we have streamlined all the support agents in-house and are now using an external call answering service (Answer Connect) to place tickets in our queues with no direct action from the in-house support staff directly. Zendesk has cut all our support times down drastically with its excellent user interface and expertly designed ticket queues.
Very effective tool
What do you like best about the product?
Its user interface is one of the best in the industry
What do you dislike about the product?
Nothing as of now I've come across till date
What problems is the product solving and how is that benefiting you?
Majorly related to customer account ownership issue handling
Recommendations to others considering the product:
I would highly recommend other organisations to use this tool
Long time Zendesk Administrator
What do you like best about the product?
I love the depth and breadth of Zendesk. It is simple to set up, yet highly customizable if you have special use cases or business needs. The most important thing I need right now is a highly scalable tool that doesn't require me to look elsewhere once we hit a certain scale and Zendesk provides me that.
What do you dislike about the product?
I have been a long-time Zendesk user and I would say I have little to no issues with it. The help center is great, the people that work there are awesome to work with. I guess if I were going to get nit-picky I would say that it seems lately there have been a handful of service disruptions that are likely tied to the AWS outages. Seems like I've had more system issues lately than normal but they haven't been show stoppers, more just latency.
What problems is the product solving and how is that benefiting you?
We are providing our customers with an omnichannel way of contacting us. Right now the biggest problem we are solving is ticket deflection so we are spending a lot of time on help center creation, knowledge capture and answer bot configuration.
Amazing Tool
What do you like best about the product?
The tool is easy to use and convenient in resolving the issue of users through this tool
What do you dislike about the product?
I don't dislike anything regarding this tool.
What problems is the product solving and how is that benefiting you?
I usely solve login issue of the user coming in email through this tool.
Seems like multiple programs in one!
What do you like best about the product?
For all support activities for our clients, this tool seemed like one stop shop for all queries that customer had.
What do you dislike about the product?
There is no undo option if you send incorrect resolution step to the customer.
Also, the preset functionalities are not enough. The person supporting should really know the software before using it thoroughly.
Also, the preset functionalities are not enough. The person supporting should really know the software before using it thoroughly.
What problems is the product solving and how is that benefiting you?
Ease of problem identification and ease for the end user to let us know the issues they are facing. It also easily tracks all our steps taken to resolve the issue.
Very nice, easy to use, ease of accessibilty
What do you like best about the product?
Ease of finding a ticket, There are multiple ways to find a ticket, through search,
What do you dislike about the product?
Nothing, There is nothing that I dislike about the product.
What problems is the product solving and how is that benefiting you?
Reaching out to customers is way more easier than ever
Recommendations to others considering the product:
Highly recommended for executives
Easy and best
What do you like best about the product?
It helps to resolve the concerns of users in a straightforward way. Also, the best part about this is I can make my mistakes internal. Whenever I send a wrong reply, I make the note internal and send the correct response.
What do you dislike about the product?
There's nothing to dislike. Earlier, I used this about the rating part, like whether the customer is satisfied with our service or not. Now, I see there's an option to give feedback/rating. That's nice.
What problems is the product solving and how is that benefiting you?
I resolve crypto-related concerns, P2P disputes, INR issues, trading issues, and account management. The feedback part is beneficial to us to give our best to resolve their problem.
Recommendations to others considering the product:
I would highly recommend other organizations to use this tool.
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