Zendesk Suite
ZendeskExternal reviews
6,652 reviews
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Zendesk's customer relations is wonderful and ethical.
What do you like best about the product?
The macros tool is fantastic, as it lets agents to develop shortcuts for common ticket chores.
What do you dislike about the product?
User interface needs an overhaul. I experienced the programme can be slow at times.
What problems is the product solving and how is that benefiting you?
Zendesk Suite ensures client satisfaction while also assisting with business success and productivity. Company provides a comprehensive suite of tools to address client needs, including help desk software, live chat, and depth of knowledge administration. The software's user interface is intuitive and straightforward. The live chat option is fantastic, and it really improves communication quality.
Quick, Clear, Helpful
What do you like best about the product?
The Live Chat was very quick and allowed me to navigate to different tabs without closing and after the chat was over the information was still there for me to view
What do you dislike about the product?
The support articles are very detailed but also plain, perhaps use some screenshots or screen capture gifs to make it more interactive
What problems is the product solving and how is that benefiting you?
I use it to communicate with clients and resolve any queries they have surrounding our product
Best support desk I've used
What do you like best about the product?
Smooth, easy to use, customizable, and offers several integrations
What do you dislike about the product?
No dark mode, email message truncating can be a bit overzealous
What problems is the product solving and how is that benefiting you?
This is the main way we communicate with customers, Zendesk offers all the solutions we need
Recommendations to others considering the product:
Zendesk is an industry-standard for a reason
Direct and prompt response answering question
What do you like best about the product?
a direct and precise response which addressed the question
What do you dislike about the product?
Trying to submit a ticket through the help chat was not user friendly. I would rather have a more direct approach to submitting support tickets.
What problems is the product solving and how is that benefiting you?
I was inquiring about whether our Help Articles get backed up and if so, how often.
Zendesk helps us provide top-notch Customer Service
What do you like best about the product?
Having several customer channels all in one platform is very helpful and keeps us organized and concise. Two years ago we had chat and talk through two other apps and it was difficult to coordinate customer outreach. We now handle two brands with three channels each through Zendesk and this is fairly easy for our team of five agents!
What do you dislike about the product?
Setting up multiple views and triggers across channels can be challenging and I often have to loop in ZD support. I appreciate all of the help guide articles but sometimes it can be hard to drill down to your actual concern using these articles and the answer bot. Access to an agent for live chat would likely save me a lot of time and energy.
What problems is the product solving and how is that benefiting you?
Benefits are that customers have several options for channels to reach out - whatever best suits their needs, and agents have easy access to all channels and can consolidate customer outreach across channels for a more streamlined approach. We've realized that utilizing the help guide option will definitely be a benefit for our brands and are implementing that now.
Recommendations to others considering the product:
If you utilize multiple channels like talk, chat and email, consolidating to ZD support suite offers a lot of convenience and benefits!
Optimized, user friendly, easy to use...
What do you like best about the product?
all support managment in one tool (call, chat, ticket..)
User friendly, easy to use and very optimized
Synchronization between different tool via API
Salesforce Integration
Good documentation and Zendesk support for any help :)
User friendly, easy to use and very optimized
Synchronization between different tool via API
Salesforce Integration
Good documentation and Zendesk support for any help :)
What do you dislike about the product?
Downsides of using Zendesk Support is principaly if the process of ticket
Currently it is only: Open, Pending, Solved
Will be good if process ticket can be customized and managed depending of support type for example (support case, error case, development case...)
for example for development case: need Open, In progress, Explanation, Validation/Test, Implemented (for example)
Currently it is only: Open, Pending, Solved
Will be good if process ticket can be customized and managed depending of support type for example (support case, error case, development case...)
for example for development case: need Open, In progress, Explanation, Validation/Test, Implemented (for example)
What problems is the product solving and how is that benefiting you?
centralized all ticket in one tools
and avoid request by email, by Microsoft teams, by other tools....
and avoid request by email, by Microsoft teams, by other tools....
Recommendations to others considering the product:
go for it
Great Service
What do you like best about the product?
The chat gives you instant access to support people
What do you dislike about the product?
The wait for an agent can be up to 15 minutes in my experience
What problems is the product solving and how is that benefiting you?
Emails were not going out to users
Recommendations to others considering the product:
Yes
Zendesk could be easier
What do you like best about the product?
The agent workspace is my favorite thing of Zendesk. They used their years of experience on this new tool and it showed.
What do you dislike about the product?
If only they used their years of experience in making all the other areas as good. Triggers, Rules, and Automations are using outdated processes.
They take too long to release enhancements.
They take too long to release enhancements.
What problems is the product solving and how is that benefiting you?
I lead a pre-sales team. I am using Zendesk to solve issues during pre-sale.
Flexible and functional ticketing system
What do you like best about the product?
I like the ability to categorize tickets by the requester, type of task, assignee, or due date. You can group requesters (or end users) and agents (or staff) into "organizations". Overall, it's easy to arrange tasks into "views", which helps when prioritizing and delagating.
What do you dislike about the product?
The user interface looks a bit outdated. The settings are difficult to navigate as there are multiple pages to change settings for the same thing, for example the user settings.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage help requests within our organization. This allows us to track, delegate, and consult interally within our team, so that we can efficiently solve problems and respond to our colleagues with their requests for support on a wide variety of tasks.
A helpful tool to your daily basis
What do you like best about the product?
Easy to use. Allows adding emoticons to your messages. Easy to share a ticket around your team.
What do you dislike about the product?
Nowadays insights are a nightmare. Too many clicks to get basic information.
What problems is the product solving and how is that benefiting you?
Technical Support
Recommendations to others considering the product:
This is a great tool to reach out to your clients. Simple and professional!
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