Zendesk Suite
ZendeskExternal reviews
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Excellent experience
What do you like best about the product?
Real-time statistics, traceability of claims for each customer
What do you dislike about the product?
The triggers, the lack of updates, and most importantly, the unavailability of a support service.
What problems is the product solving and how is that benefiting you?
The tracking of claims and the assignment and allocation of tickets to other services
Industry standard for large teams
What do you like best about the product?
The tool is completely configurable to an organization's needs - if you're looking for a highly scalable industry standard tool with highly trained staff then you should choose Zendesk
What do you dislike about the product?
To correctly implement and benefit from Zendesk you need to have prior knowledge or you need to complete a thorough amount of training. The tool is highly configurable, so the team needs to be trained properly , which becomes time consuming
What problems is the product solving and how is that benefiting you?
Zendesk tool is the best ticket based support tool out there - conventional businesses, having a ticket based approach, can easily build their support stack around Zendesk
The perfect tool for running your customer support organization
What do you like best about the product?
I have been using Zendesk since 2015 (7 years at the time of writing this review). I have seen it go through a sea of change. Things, I like:
- Queues
- Analytics (Zendesk Explore). It's an excellent tool to make tactical as well as strategic decisions.
- Automation
- Triggers
- Integration (It's fantastic to get slack notifications when events on tickets happen)
- Help Center (If you want to run a Knowledge-Centered Support, Zendesk Guide is simply awesome). I love the folder structure, role-based access control, web analytics including integrations with Google Analytics
- Queues
- Analytics (Zendesk Explore). It's an excellent tool to make tactical as well as strategic decisions.
- Automation
- Triggers
- Integration (It's fantastic to get slack notifications when events on tickets happen)
- Help Center (If you want to run a Knowledge-Centered Support, Zendesk Guide is simply awesome). I love the folder structure, role-based access control, web analytics including integrations with Google Analytics
What do you dislike about the product?
- The mobile interface is extremely limited and tough to navigate
- Inability to put custom fields in the End-user's (on help center) view of their tickets without putting coding efforts
- Email support. This is especially a weak point. Their response time is huge. However, the chat support is relatively faster
- Inability to put custom fields in the End-user's (on help center) view of their tickets without putting coding efforts
- Email support. This is especially a weak point. Their response time is huge. However, the chat support is relatively faster
What problems is the product solving and how is that benefiting you?
- The entire Support load (tickets, chats, tweets)
- Zendesk Guide helps me run a Knowledge-Centered Support, where customers get to self-serve themselves using Knowledge Base Articles. This means they no longer need to contact the support team (Metric to check: Deflection)
- Zendesk Guide helps me run a Knowledge-Centered Support, where customers get to self-serve themselves using Knowledge Base Articles. This means they no longer need to contact the support team (Metric to check: Deflection)
Zendesk is a top notch support system
What do you like best about the product?
Extremely configurable, and as you would expect, great support. We only used a small fraction of the capabilities but customized it to make things easier for everyone and retain customers.
What do you dislike about the product?
It's not that I dislike it, but you will need at least two administrators to run Zendesk and maintain the software with internal personnel and external customer requirements. The only reason I didn't rate this a 10 is because you need to be aware of allocating staff to help out. It's really only a burden during setup, but it's nice to have a couple people keep an eye on how things are working.
What problems is the product solving and how is that benefiting you?
I looked at our numbers regarding revenue and client retention, and it was a cost saver to implement Zendesk instead of continuing to use email and phone for 1st tier support.
Lots of Features and also Advanced Reporting Metrics
What do you like best about the product?
Zendesk is a really helpful tool for tracking tickets, agent average handle time, and identifying support roadblocks that drive up support through the use of tags. It's mostly intuitive to use and there are lot of options to customize through macros, a help center, etc.
What do you dislike about the product?
The overall interface looks dated and a bit "clunky." Compared to other products I've used it's one of the lesser "clean-looking" ticket management tools out there. There are some quirky differences as well between emailing customers and using the newer "Messaging" component.
What problems is the product solving and how is that benefiting you?
Zendesk is helping us identify which types of tickets are bringing in the most support. It helps Managers and Leads view average handle time and team occupancy to ensure we're well-staffed.
Works as they want it to work
What do you like best about the product?
Seamless integration of chat email and social media
What do you dislike about the product?
Creating reporting is a monster and not enough resources for a novice without paying for additional support.
What problems is the product solving and how is that benefiting you?
Able to take all customer interactions in one spopt
Best support/crm available
What do you like best about the product?
The customization and just having the ability to have someone from zendesk help when being stuck
What do you dislike about the product?
I would have to say would be response time with the support portal. When trying to get assistance sometimes the zendesk agents take a little bit of time to respond
What problems is the product solving and how is that benefiting you?
Support has helped me with many many different issues. From chat to messaging to support to explore to guide. They've been very very helpful
My absolute favorite platform of all time is Zendesk Support Suite
What do you like best about the product?
A platform that combines lead generation with customer service and gives various customization options combines your social media, phone, and chat in one place. Prioritizing new tickets above tickets with SLA breaches allows us to maintain our service level agreements (SLA) with our clients. I have no trouble selecting the tickets in the views I wish to resolve. It aids in us fulfilling our quota. Our production is increased.
What do you dislike about the product?
I have no major dislike at all. A comment that has already been posted cannot be edited. When a customer contacts a business many times and multiple tickets are opened.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to organize our customer service requests in a highly effective and transparent fashion, allowing us to prioritize issues and promptly and efficiently reply to our user base promptly and efficiently.
Zendesk has been very useful when performing my daily tasks,communicating with clients and providers
What do you like best about the product?
It's very organized, you can easily navigate and find tasks whenever you need to, it's also very helpful when communicating with clients and providers. Highly recommend
What do you dislike about the product?
none so far, my experience with Zendesk has been nothing but great
What problems is the product solving and how is that benefiting you?
When it comes to tasks, ZD can organize the tickets according to their urgency, productivity also increases when using ZD.
The Zendesk incident management software could use improvement, but the support is stellar.
What do you like best about the product?
Whenever I have a question or a problem, the support staff are available via chat directly within the app, and respond immediately. In every situation, they were able to resolve my problem, and in a timely fashion.
What do you dislike about the product?
The application itself should have more enterprise-class features. The limitations on the number of shared views, for example, let alone the fact that these should be handled in a different manner.
What problems is the product solving and how is that benefiting you?
It's the support suite used by the company I'm supporting. That's about all I can add here.
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