Zendesk Suite
ZendeskExternal reviews
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Good for small businesses, not as you scale
What do you like best about the product?
The UI is user friendly for the internal team- it is easy to tell who is working what tickets and to navigate the platform. The help center is easy to stand up, and useful to customers.
What do you dislike about the product?
The worst thing about Zendesk is the reporting- their Explore tool is incredibly over complicated and not easy to manipulate, and more often than not after I pull a query, it can't return the data because it is too big. When I contact their support and ask for help, I'm told to export all my ticket data and break it down further from there in excel. Additionally, the email format on the customer side can look confusing, and isn't very clean.
What problems is the product solving and how is that benefiting you?
We utilize for basic customer support, inbound email, voice, chat and their help center page. In terms of an all in one solution it does provide everything we need, but it lacks a lot of customization.
Zendesk Support Suite review
What do you like best about the product?
We like that Zendesk has compiled all our customer support channels into one. It's so much easier now to see the customer profile and if she's reached out to us before. I also love that I can see her order information as I'm responding to her ticket.
What do you dislike about the product?
Integration was a little complicated. There are so many options that it was a little overwhelming at first. Once you're in it though, everything makes sense and it's easy. There's just a little learning curve in order to adjust.
What problems is the product solving and how is that benefiting you?
We are streamlining all CS support channels into one hub so no customer complaints, questions or comments get missed. We are also able to reply to the customer from any location and be able to pull up her order info and customer profile. The live chat has also been very helpful during our promotional periods.
Best client support ticket management suite with automation
What do you like best about the product?
Easily integrate with a multitude of touchpoints in one interface. You are able to easily set up triggers and automations for ticket management and has web API for integration with your own apps.
What do you dislike about the product?
It's more expensive than competitors but justified by the functionality and availability of 3rd party apps in the suite.
What problems is the product solving and how is that benefiting you?
Zendesk has enabled us to integrate with our own app and integrate chat for our clients. We have benefitted from its myriad of reporting features which enables better staff planning and faster query resoltuion.
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.
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