Zendesk Suite
ZendeskExternal reviews
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Really good software but with inconvenient
What do you like best about the product?
What I like about Zendesk is how easy it is to manage tickets. You have the calls, emails, and internal notes in the same place. In the event of a problem, everything is easily found, the same for when a customer calls, and you want to know his troubleshooting history.
Many ticket forms are configurable, allowing you to adapt to the company's way of working.
The statistics, once configured, are enjoyable.
Many ticket forms are configurable, allowing you to adapt to the company's way of working.
The statistics, once configured, are enjoyable.
What do you dislike about the product?
The zendesk guide is not friendly to use. The feature is nice, but it is almost impossible to manage. It would take management like the Google sites.
On-call duty cannot be configured automatically. You have to manage the SVIs manually.
The SVA is not adapted to a telephone hotline but more to an email one.
The setup, in general, isn't great UX-wise. There are plenty of clicks to perform and a lot of menus that intertwine.
On-call duty cannot be configured automatically. You have to manage the SVIs manually.
The SVA is not adapted to a telephone hotline but more to an email one.
The setup, in general, isn't great UX-wise. There are plenty of clicks to perform and a lot of menus that intertwine.
What problems is the product solving and how is that benefiting you?
We are a company selling software for merchants such as loyalty or click and collect.
Zendesk allows us to manage the hotline with training, problems and customer disputes.
In use, Zendesk is much more pleasant than our old FreshDesk software.
Zendesk allows us to manage the hotline with training, problems and customer disputes.
In use, Zendesk is much more pleasant than our old FreshDesk software.
Zendesk is a powerful tool for small businesses
What do you like best about the product?
Zendesk Suite includes ways for us to communicate with all our external stakeholders in one place, across a number of channels. It means we can centralise communications and handle them as efficiently as possible. The more advanced tools also allow us to design work flows for better handling of queries, and also report on our performance.
What do you dislike about the product?
Zendesk Support Suite is a pretty significant investment for a small business, especially one in South Africa, given that the rates are dollar-denominated. Sometimes it can also be a bit challenging to figure out how to use some of the tools. The documentation is generally pretty good though.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us keep all customer and supplier communications in one place and make sure that everything is seen to appropriately and in a timely manner.
Zendesk - best solution for Customer support
What do you like best about the product?
Easy in customization and comfortable ticket views.
All requests are coming on one platform.
Friendly interface.
Magento integration.
All requests are coming on one platform.
Friendly interface.
Magento integration.
What do you dislike about the product?
I don't like only the tool with ticket statistics. It is not always up to date and a bit hard to navigate. BUT, maybe I just need to have a training on how to use it.
What problems is the product solving and how is that benefiting you?
We handle all support requests here. We can prioritise tickets according to our needs and never miss important requests.
More organized
What do you like best about the product?
I'm able to track tickets I'm working on better & make notes to myself and other
What do you dislike about the product?
The setup could be more straightforward or reps could be more hands-on. Some settings aren't intuitive.
What problems is the product solving and how is that benefiting you?
Tracking requests for access and tasks that need to be completed. Everything is in one spot
The team responded to my inquiry quickly and had a resolution despite the vagueness of my concern.
What do you like best about the product?
I appreciated the response from the live agent.
What do you dislike about the product?
I found it confusing to connect with a live agent. I was not sure which type of agent I needed to speak with.
What problems is the product solving and how is that benefiting you?
They are helping me solve technical issues that hinder communication with our customers.
Great tool for advanced communication
What do you like best about the product?
At our company, we have given clients the ability to call on the toll-free number we bought from Zadarma. Zendesk accepts multiple integrations, and we use Zendesk talk to receive calls from clients; it will automatically create a ticket number for incoming and outgoing calls for such a call. I like the audio quality, and the creation of a scenario saves time on resolving tickets since clients can choose a well-organized menu with a solution to what the call was intended for using the IVR
What do you dislike about the product?
Zendesk accepts mapping of the subdomain to have branded URLs for the help center. Clients only see the branded URL, not the primary one from Zendesk, but when they do not know how to disable adblockers and cookies, they fail to register into the help center or to log in as it will forget to handle requests. They should also make it easy for admins to use the branded URL so the issue can be solved because it also becomes an everyday issue for new clients.
What problems is the product solving and how is that benefiting you?
Zendesk has increased customer engagement at our company due to our fleet of channels to retain and communicate with them. It has also enabled us to stay organized in one platform while responding to client support inquiries from different media.
Zendesk explore is a tool we use to fetch weekly reports about tickets resolved and tickets rated, and we use the information to improve communication.
Zendesk explore is a tool we use to fetch weekly reports about tickets resolved and tickets rated, and we use the information to improve communication.
Pretty Dang Cool!!
What do you like best about the product?
I love the fact that we can see all types of communication in one place.
What do you dislike about the product?
Need to be able to adjust the color, it is quite glaring. Also, need to know if a client reads/opens an email.
What problems is the product solving and how is that benefiting you?
They helped me get tickets that were responded to back into the Open view so we don't have to check each one for a response.
Zendesk is mostly fab
What do you like best about the product?
It is pretty easy to use once you get the hang of things. There are a lot of ways to customize the product that help us accomplish CSX tasks quickly. I especially like the MACROS you can add to a whole team or just for yourself.
What do you dislike about the product?
We should be able to change the background to a dark theme based on the time zone you are in.
Opening multiple tabs create issues with the phone feature, where it will not work.
Often have to keep allowing ZD to use my computer mic for calls. That little phone box gets a little angry red exclamation point quite often
Opening multiple tabs create issues with the phone feature, where it will not work.
Often have to keep allowing ZD to use my computer mic for calls. That little phone box gets a little angry red exclamation point quite often
What problems is the product solving and how is that benefiting you?
Allowing us to handle a high volume of tickets and organize them fairly well. I like that I can see my own personal tickets to follow up on and the whole group so if my tickets are fone I can go wherever I am needed.
Zendesk Review
What do you like best about the product?
What I like best about Zendesk is that it allows us to monitor and log every action that we do in our workload. We can see every detail and past notes within our company and send emails to clients at the same time. It is also a flexible system that enables us to manage our tasks easily.
What do you dislike about the product?
There is not much to dislike about Zendesk apart from system bugs and error that occurs from time to time. Also, when ZDbot overrides the replies and reopens the ticket automatically. Sometimes, those actions weren't accurate so we had to do the work again.
What problems is the product solving and how is that benefiting you?
Without Zendesk, our tasks will not be routed and assigned correctly. Zendesk allows us to see updates, work history and even link our tasks. Managing our travel workload becomes easy.
An efficient and complex system but still user-friendly
What do you like best about the product?
I like that you can build your own business rules very simply. You don't have to be tech-savvy to understand how automated rules or views are set up. These views and automated rules mean that nothing falls through the cracks, and no errands can be forgotten.
What do you dislike about the product?
It would have been easier if it had been in my home language. But Google translate solves it, so it's not a problem :) Other than that, I can't think of anything.
What problems is the product solving and how is that benefiting you?
Above all, it solves that no questions or product requests from our customers disappear. We can easily see who has asked a question or requested functionality and when it has happened. Our customers feel we have excellent control over their wishes and can personally give feedback when something is solved. We can quickly address the right person in our organization, and the customer thus gets a quick response.
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