Zendesk Suite
ZendeskExternal reviews
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Zendesk is one of the best suites for your needs
What do you like best about the product?
The ticketing system is one of the most fantastic parts.
What do you dislike about the product?
After two years of using it, I cannot say that I dislike something about it.
What problems is the product solving and how is that benefiting you?
The interface is so familiar and easy to use. Also can make a lot of options on it like automation, categorization, etc.
Enhancing the support services we offer
What do you like best about the product?
Zendesk allows us to streamline the support service we can offer to customers. It allows us to see what tickets are raised by customers and allows the team to work together on solving these quickly and efficiently. The integrations with Microsoft Visual Studio helps us work with other teams in the business. We can also offer omnichannel support services using the guide features. One big advantage is the use of macros to reduce the time it takes to answer most frequently asked questions.
What do you dislike about the product?
There could be more customisable options. We would like to see macros become available when using the chatbot and the new messaging tool could be more customisable. Integrations could also be improved to provide more options, especially with visual studio.
What problems is the product solving and how is that benefiting you?
Zendesk Support suite allows us to set up automation which in turn will enable us to provide out-of-hours support to customers by alerting on-call engineers. The satisfaction functionality allows us to monitor and improve the service we provide to customers.
Best existing CRM in the market
What do you like best about the product?
Integration of triggers, automations, and email responses
What do you dislike about the product?
Explore Insights require a heavy amount of trial and error, no easy integration of tags and insights into agent tickets view
What problems is the product solving and how is that benefiting you?
Customer support via email, we are able to identify issues in our Help Center, bugs in the product, and to a degree measure user sentiment
Pretty good
What do you like best about the product?
Ease of use and navigation, connectivity
What do you dislike about the product?
Chat bot only doing translation and doesn't support multiple languages
What problems is the product solving and how is that benefiting you?
Connection with our customers
Great support
What do you like best about the product?
It was quick and easy, with real-time assistance.
What do you dislike about the product?
I did not dislike anything. Everything was great.
What problems is the product solving and how is that benefiting you?
Troubleshooting Zendesk Guide -- when the articles weren't enough support.
Great communication!
What do you like best about the product?
Great communication and the support person was very helpful!
What do you dislike about the product?
Took a while to find the right support portal
What problems is the product solving and how is that benefiting you?
The agent was able to help me figure out how to export user data in Zendesk
Great customer experience tool
What do you like best about the product?
I love how all agents can see reply, and track tickets
What do you dislike about the product?
I dislike some rigid features like statuses
What problems is the product solving and how is that benefiting you?
Zendesk helps us provide top notch customer service to our customers
as the quality of service offered is excellent
What do you like best about the product?
the traceability of claims for each client in real time
What do you dislike about the product?
the unavailability of a service supports the triggers
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 departments
mostly fine, but some very odd workflow decisions, such as each SMS creating a new support ticket
What do you like best about the product?
I like the integration with phone and email the best. Merging tickets between phone calls and emails works well.
What do you dislike about the product?
The SMS integration is the biggest downside. Each SMS message creates a new ticket, meaning it is easy to miss a customer's response, and you have to manually merge tickets afterwards.
What problems is the product solving and how is that benefiting you?
We needed a general support ticketing system that works across multiple communications channels, with automation abilities, and Zendesk does that reasonably well.
All in one solution
What do you like best about the product?
Zendesk offers tools for pretty much all aspects of customer support and beyond, so it makes for a one shop stop solution.
What do you dislike about the product?
It can be quite complex setting up everything, especially so for users not familiar with it already.
What problems is the product solving and how is that benefiting you?
We're incorporating all support related aspects using Zendesk, email and chat support as well as our knowledge base.
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