Zendesk Suite
ZendeskExternal reviews
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Great for ticketing and customer service
What do you like best about the product?
Explore dashboards, integrations, lots of features. You can customize everything and make it work customized in your specific industry. For the Travel industry, the ticketing system is amazing. It has a great chat and integrates very well with Zendesk Sell.
What do you dislike about the product?
Well, if you do not take a few lessons, it might seem a little overwhelming. It took a little reading to understand all the capabilities of this platform and how far it can go. I think it is top on the market.
What problems is the product solving and how is that benefiting you?
We serve clients fast, all information in centralized, all tickets can be found easily, it's great for agile teams that can leave internal notes and have an overview for managers. it makes our business better so we can be better for the clients.
Recommendations to others considering the product:
Best on the market!
EXCELLENT
What do you like best about the product?
THE OPTIONS TO NAVIGATE THRU THE SYSTEMS
What do you dislike about the product?
THE PHONE APPLICATION IS NOT EASY TO MANAGE
What problems is the product solving and how is that benefiting you?
I RESOLVE ANYTHING ABOUT CUSTOMERS. THE BENEFIT IS THAT WE HAVE ALL THE INFORMATION ABOUT THE ACCOUNTS
zendesk one year review
What do you like best about the product?
It populates customers' information as and when the call is coming in, departments, and their most recent orders with the company. You can also refer to the customer's previous interaction with other agents.
Allows a user to send an email via zendesk for a resolution summary.
You can easily send an email to a customer just by searching for a relevant macro which then populates the step-by-step guides.
Allows you to escalate or loge inquiry with different departments using the same tool.
Allows a user to send an email via zendesk for a resolution summary.
You can easily send an email to a customer just by searching for a relevant macro which then populates the step-by-step guides.
Allows you to escalate or loge inquiry with different departments using the same tool.
What do you dislike about the product?
Can freeze while still assisting on a call, sometimes takes too long to save callers information when documenting and adding notes. And also fail to keep data the first time around and therefore will have to re-enter the information.
Some macros and subcases are not related to the call to be documented.
Some macros and subcases are not related to the call to be documented.
What problems is the product solving and how is that benefiting you?
Sending resolution summary other than retyping in and adding customer's email. Can access customers' last order via sendesk and wont have to re-input ticket numbers when providing a resolution.
Can tell whether it is a customer or shopper calling or if the call is being transferred.
Can tell whether it is a customer or shopper calling or if the call is being transferred.
Recommendations to others considering the product:
easy to use
can be collaborated with other business tools
meets the company standards
easy to access callers' information as and when the call is coming in.
can be use to transfer to other departments
can be collaborated with other business tools
meets the company standards
easy to access callers' information as and when the call is coming in.
can be use to transfer to other departments
Zendesk
What do you like best about the product?
Super easy to use and the integration works smoothly as well
What do you dislike about the product?
I don't have anything that I can penpoint that I don't like
What problems is the product solving and how is that benefiting you?
All problems related to our clients
Essential for Customer Service
What do you like best about the product?
Zendesk is really easy to use. I truly believe this platform is essential to any customer service job. It allows us to easily create tickets, respond to our customers, and even integrate different apps within the platform. We actually switched to Zendesk from a different platform, and it was surprisingly very easy to get used to. The interface is very user-friendly.
What do you dislike about the product?
If there's anything I have to choose to dislike about Zendesk is that we aren't able to switch in between contact emails. For example, if a customer has multiple email addresses, we could only respond to the primary email address and are unable to switch to another email address. At least we haven't figured that out yet.
What problems is the product solving and how is that benefiting you?
To say that Zendesk is essential would be an understatement. This is the main platform we use to help our customers, and without it, how would we do our jobs? We are able to assist our customers and provide a better overall experience.
Recommendations to others considering the product:
If you work in customer service, use Zendesk!
Honest feedback
What do you like best about the product?
the support and data analysis is easy and for the agent to monitor and track the performance and this actually helps us individually to improve our performance. Apart from that, the one application helps us for complete resolution.
What do you dislike about the product?
The only thing I dislike is that it sometimes takes time to load but that must be due to my internet and need to wait some time.
What problems is the product solving and how is that benefiting you?
All the requests made by the customer and provide end to end resolution to the customer. Even to track the previous ticket by the same parent and so we can easily track everything in one place.
Recommendations to others considering the product:
This is pro-level software and is extremely useful for conducting my daily task on this platform to support the customer with their queries and give them resolution. It is easy to track your own performance and help us in improving and tracking our own KIP.
Great product for supporting customers
What do you like best about the product?
Ease of use. Zendesk is a great product to use as a customer service team.
Very easy to help customers, follow up on their tickets and offer support.
Very easy to help customers, follow up on their tickets and offer support.
What do you dislike about the product?
Limitation of product.
There's no direct integration of ZD with other customer support platforms
There's no direct integration of ZD with other customer support platforms
What problems is the product solving and how is that benefiting you?
Supporting customers, following up on calls and chats with customers
Best all in one customer service solution
What do you like best about the product?
Highly customizable. Good scaling possibilities and can be used by small and enterprise businesses.
What do you dislike about the product?
There support quality has decreased in the past. Zendesk has changed to AI technology's and it is more and more hard to talk to a real person
What problems is the product solving and how is that benefiting you?
Managing 10k+ incoming customer tickets and a few thousand calls per month. We also use the integrated knowledge base where we have 2mio+ view per year
Recommendations to others considering the product:
Look out for the marketplace. If there seems to be a function missing it is probably available as an app.
Best Support and CRM tool.
What do you like best about the product?
We can add email and our respective social profiles to this account, we can reply to customers directly from the platform, there are various integrations available.
What do you dislike about the product?
Has limited social profile integrations; the user interface is a bit confusing.
What problems is the product solving and how is that benefiting you?
We are providing our customer's support and solutions to the issues faced. Providing real-time support with proper knowlegde base.
Zendesk is user friendly and efficient with minimal errors
What do you like best about the product?
Easy to use and user-friendly. Has a lot of customizable features to ensure customers are taken care of with ease of resolution.
What do you dislike about the product?
Overall slightly plan layout. Could use some color.
What problems is the product solving and how is that benefiting you?
Customer service issues such as canceling accounts, communicating via email. Very quick and easy way to communicate.
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