Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Quick and thorough responses
What do you like best about the product?
The support agents continued to work through my request until there was an adequate resolution.
What do you dislike about the product?
I think it would be helpful to include more screenshots in the initial instructions to limit back-and-forth and provide more clarity.
What problems is the product solving and how is that benefiting you?
Ticketing for customer issues/questions. It is organized and user-friendly for agents and end users.
Excellent service and efficient response time.
What do you like best about the product?
The admin experience is easy and efficient. Viewing, responding, and categorizing tickets is quick and easy. I also enjoy the ease of switching through Zendesk support, Knowledge base, and explore. The ability to create labels, sub-labels, tags, and macros are crucial for our business to sort and filter to create a report. I also like the ability to integrate Zendesk support with our FAQ page, through Kowledge base. The user support is also very nice. The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable.
What do you dislike about the product?
The reporting functionality could improve. It's easy to filter by broad categories, but sorting by tags and labels would be nice. I would like Zendesk to have a function that allows implementation to website logins, so we can track if users are current customers or not. The lite version should also allow one or two custom report options for admins. This would be super helpful for smaller companies to see the value of custom reporting and most likely cause a company to upgrade to the more expensive versions as the company grows.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to track customer feedback and experience. It has helped us upgrade the necessary aspect of the website/user experience. We are looking at customer service response time, total tickets created, popular FAQ pages and much more. We're also looking at this data year over year to see where we've come and where we can improve. We've also noticed the benefits of creating reports over a specific period of time.
Recommendations to others considering the product:
I think Zendesk is an excellent option for small businesses needing assistance with customer service. The admin functions are simple and easy to use but still very effective. The reporting allows for simple queries and reports, and the upgraded versions allow custom reporting and sharing availablility. . The live chat for admins was quick and responsive and the agent can point you in the right direction. The account managers are also very personable.
Michael is great and helped me resolve my issues and inquiries
What do you like best about the product?
His prompt response, attitude, and knowledge about the software
What do you dislike about the product?
Nothing, Michael is great and helped me resolve my issues and inquiries
What problems is the product solving and how is that benefiting you?
Zendesk reporting, query and logging tickets
Impeccable assistance as always
What do you like best about the product?
I liked the frequency with which I received updates for the problem encountered
What do you dislike about the product?
The process of opening a ticket is a bit complicated.
What problems is the product solving and how is that benefiting you?
Zendesk helped us to streamline procedures with our Customers
Great Helpdesk System
What do you like best about the product?
Ability to kill a support shared mailbox, backed up by triggers and automations.
What do you dislike about the product?
Managing users and the admin section is a bit clunky, but they have been making changes
What problems is the product solving and how is that benefiting you?
Seeing the wood for the trees, ability to allow the team to prioritise more easily.
Best tool
What do you like best about the product?
Best tool and having many advantages while responding to customers
What do you dislike about the product?
Nothing as of now. It is the best tool and good
What problems is the product solving and how is that benefiting you?
All types of customers queries and complaints - Knowledge base
The support agent was able to provide the information that I was looking for.
What do you like best about the product?
the waiting time for an agent is short .
What do you dislike about the product?
some agents doesn't understand the query
What problems is the product solving and how is that benefiting you?
mostly, i asked about the settings on how can i maximize the functionality of zendesk
Recommendations to others considering the product:
it's hard to find at first on how you can contact them. just make sure you are logged in as their live agent are available only when you have an account
My Zendesk experIence
What do you like best about the product?
Zendesk support suite is very user friendly and very organised. You also get 24/7 support.
What do you dislike about the product?
I have no issues with the current Zendesk support suite.
What problems is the product solving and how is that benefiting you?
We are able to provide support to different channels without having to switch from one dashboard to another
Zendesk keeps us organized
What do you like best about the product?
Zendesk offers an easy-to-use interface and has plenty of options to cater to our needs.
What do you dislike about the product?
There are some nuances with emails getting placed in a suspended state.
What problems is the product solving and how is that benefiting you?
Ticketing and chat allow our staff to work more items than traditional phone calls.
Rich and extremely helpful
What do you like best about the product?
It provides a very wholesome support program for my business. There are a lot of free educational materials provided by Zendesk, which help me to learn more about the software
What do you dislike about the product?
Occasionally it takes a lot of time to figure out how it works and how to set the program, not very user friendly
What problems is the product solving and how is that benefiting you?
It helps to manage the workload, to provide 24/7 support for my customers + makes my company very reachable for the clientstdcgncnbvjhihjnklhnkjbjblkj;
Recommendations to others considering the product:
You should be ready to learn a whole lot of new things if trying to set it up from scratch;)
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