Zendesk Suite
ZendeskExternal reviews
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Pretty good overall, some clunkiness. Support is good.
What do you like best about the product?
I like the macros and views that I can personalise for my own work processes.
What do you dislike about the product?
Too many emails! When a client starts a chat, an email is generated to support about that. When the chat actually starts, there's an email. When the chat ends, there's another email. Also, the chats don't have a way to pre-emptively add a title, so they are all "Chat with [name]" and we have to depend on all the agents renaming the resulting ticket with something descriptive. It would be nice if either the client could and/or the agent could do so. I add that the agent should be able to do so because I can't tell you how many emailed tickets are simply titled "Help" and then the ticket itself says, "Invoicing doesn't work." And nothing else. Time to put on the old deerhunter cap and get out the magnifying glass, Watson! We have a mystery to solve!
Also with the chat I don't like that I have to enter the chat to see what is being asked. I would prefer to be able to view the question before entering the chat so that I can prepare my answer. Sometimes I'll see a chat in English (I handle the English clients), but its actually from a Swedish clinic who only saw the English language help available so they wrote in English -- but about a feature unique to the Swedish clinics that I have no training on. But I don't see that until I'm already in the chat and then I have to go "Uh, can't help ya. Let me try and scare up someone who can." (more tactfully than that, of course) :)
Also with the chat I don't like that I have to enter the chat to see what is being asked. I would prefer to be able to view the question before entering the chat so that I can prepare my answer. Sometimes I'll see a chat in English (I handle the English clients), but its actually from a Swedish clinic who only saw the English language help available so they wrote in English -- but about a feature unique to the Swedish clinics that I have no training on. But I don't see that until I'm already in the chat and then I have to go "Uh, can't help ya. Let me try and scare up someone who can." (more tactfully than that, of course) :)
What problems is the product solving and how is that benefiting you?
Most of the tickets we get are answering "How to" questions, and the tickets raised by email are brilliant for that. The chat isn't as good, because you can't drag and drop images into the chat the same way. But at least there is the immediate back and forth. We feel that too many of the email tickets go silent because the receiver doesn't see them or they go to spam. But having the tickets has allowed us more flexibility to help other colleagues and to collaborate on sharing information via the Internal messages.
Recommendations to others considering the product:
It's very powerful and does a lot. But some of the transitions are a bit clunky and there are some 'expected' features or work processes missing. But if you want an industry-standard support application with a great customer service team, you can't go wrong with Zendesk.
Wonderful centralized ticketing solution with myriad integrations
What do you like best about the product?
Powerful APIs
Intuitive user interface
Easy administration and agent use
Great end user experience
Powerful chat widget and integration
Intuitive user interface
Easy administration and agent use
Great end user experience
Powerful chat widget and integration
What do you dislike about the product?
Not a good solution for risk and change management for complete itil framework. Some plugins are available to fill that gap but most aren't HIPAA compliant which we require.
What problems is the product solving and how is that benefiting you?
Customer support across multiple websites and channels - Zendesk allows us to consolidate all support work.
We also use it for internal IT support as setting up multiple teams takes minutes.
We also use it for internal IT support as setting up multiple teams takes minutes.
Recommendations to others considering the product:
Find the best suite level for yourself - start lower and upgrade as needed.
Fast replies, human touch, care.
What do you like best about the product?
quick replies and the feeling that they care about my issue.
What do you dislike about the product?
Queue times in live chat sometimes are really slow
What problems is the product solving and how is that benefiting you?
Call center. Easy way to work on a few tickets at the same time, also the kb section is very useful.
The Industry Standard in Ticketed Support and Help Guides
What do you like best about the product?
I have found the support pretty helpful. I also think that I am getting quite a bit of functionality for a fairly low price.
What do you dislike about the product?
At times I have found it a bit difficult to use and not intuitive. The integrations don't always work as they should. For example, I would appreciate it if I could reply back to Slack from within Zendesk. I have also had trouble with with the Zoom integration.
What problems is the product solving and how is that benefiting you?
We are doing our best to manage ticket response times and get analytics around support requests. We would also like to make support feel more reliable but not impersonal. We are also using Zendesk to build a knowledge base integrated with the platform where responses are submitted. We are early in the process and it is yet to be seen what benefit we will realize.
A good resource to provide in org knowledge and information
What do you like best about the product?
The ease of use. Zendesk is a web application that has a simple interface. Zendesk is extremely robust as a helpdesk and service tool that allows for extensions and app intergrations. This creates an abundance of customization and the options to create a great helpdesk experience.
What do you dislike about the product?
There is a slight learning curve with almost anything, and this includes Zendesk. However, I would say the biggest learning curve is an administrator. If you are not familiar with operating helpdesk software it can be difficult building or customizing your own helpdesk for your company.
What problems is the product solving and how is that benefiting you?
I primarily use Zendesk's helpdesk features to assist customers with technical issues. I report issues to the Atlassian suite using a Atlassian suite extensions
Recommendations to others considering the product:
Check it out if you need a simple and robust web platform for your customer service or helpdesk it services. Easy to customize and get assistance from support at Zendesk
Very kind and helpful
What do you like best about the product?
They ask me if i need more help even when i wrote that i've resolved
What do you dislike about the product?
The answer time take a whole day, because of the time zone
What problems is the product solving and how is that benefiting you?
Setting up the live chat, they help me better understand how to use the tool
Easy to use software
What do you like best about the product?
The software feels very easy to use from agent's perspective. Live chat system seems to work well. Relatively easy to configure even though very advanced and relatively flexible options. Can be usable within multiple brands. Integration with different APIs can be usefull. Statistics work greatly and are easily to configure for multiple purpose.
What do you dislike about the product?
Limited amount of Views on the screen (10?). No shortcuts for certain fields. Triggers could have more filtering options. No way to configure the look.
What problems is the product solving and how is that benefiting you?
Online casino gaming issues.
Quick and Efficient Customer Support
What do you like best about the product?
Zendesk has great customer support and provides access to executives with extensive product knowledge. Any follow-ups are promptly answered on time with detailed information.
What do you dislike about the product?
A small feature which would be appreciated - Send email buttons. This functionality current resides with status button and is not really intuitive
What problems is the product solving and how is that benefiting you?
We are using Zendesk to track and manage service requests for the business.
Recommendations to others considering the product:
None
Help with Sound Notifications
What do you like best about the product?
I liked that Rosie was able to go back to my chat with Maria, so that I did not need to reshare the details of the technical issues I was having with Zendesk.
What do you dislike about the product?
I did not dislike anything. I felt that Rosie was helpful.
What problems is the product solving and how is that benefiting you?
I was having technical issues with the sound notifications. I had them on, but they were not sounding. All other websites were working.
Nice service software with lots of features
What do you like best about the product?
Many automation features, a single view for agents, lots of training and support materials available.
What do you dislike about the product?
System statuses can not be changed or renamed, we had to create our own substatuses.
What problems is the product solving and how is that benefiting you?
We are retiring our service team software and want to increase ticket resolution time and CSAT
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