Zendesk Suite
ZendeskExternal reviews
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Good solution that will meet the needs of most user's needs
What do you like best about the product?
I like that most of the Zendesk solution is ready to go Out of the Box. Zendesk offers many solutions that can be customized to each organization's need.
What do you dislike about the product?
Some of the OOTB reporting solutions could use some help. For example, one important metric that we look for in chat is how often an agent is handling multiple chats at once... This metric is not made available for an individual user level.
What problems is the product solving and how is that benefiting you?
We use Zendesk for chat and email support.
Recommendations to others considering the product:
ask them for a trial.
Zendesk review
What do you like best about the product?
Easy to Organise. and different ways to reach out
What do you dislike about the product?
Nothing as suc. except API response is slow
What problems is the product solving and how is that benefiting you?
We use it for our ticketing system.
ZENDESK SELL FOR ANYWHERE FOLLOW UP !
What do you like best about the product?
We like it because it is an easy way to find the status of our opportunities anywhere at any time. We like the graph options, and the set of filters are more than enough for most of anybody's needs. Besides, We have Contacts information available, so no need to remember. Finally, with a proper set of codes, we can classify the opportunities in many possible ways.
What do you dislike about the product?
We are still learning, so most of our downsides are in the process of becoming upsides as we explore it
What problems is the product solving and how is that benefiting you?
Quick access anywhere; quick analysis of performance; easy to share
Solid support tracking with a full toolset
What do you like best about the product?
Zendesk is simple and easy to learn. This helps when onboarding new support staff as the tool does not get in the way of the more company-specific information they need to know to support customers. It does offer all the tools you need for your support team (automation, macros, custom or public views, CSAT, reporting, help center, and others), which makes it a complete support solution from a single provider. Ticket status is color-coded and clear, which makes it easy for me to pick out where I need to focus my attention.
What do you dislike about the product?
The view options are there but clunky. You have to go to a separate console from your tickets to create a view and save it as public or private. Once you do that, it is available to select quickly, but I would prefer to have more view options I can make on the fly on my ticket list view. The replies are internal or public comments only. That is simple and efficient, but I would prefer the flexibility of having email replies unlinked from comments. The reporting works but could stand to be revamped and simplified. Some ticket fields are also not customizable, and I would prefer the option to add custom options to all ticket fields.
What problems is the product solving and how is that benefiting you?
Zendesk solves our need for a complete tracking tool for our customer support inquiries. This allows us to better look after our customers needs
Helpful and professional
What do you like best about the product?
The agent made sure they understood my question before answering, which was nice. They gave me thorough, useful answers and were generally polite, professional and helpful. They were sure I had received a helpful answer before ending the chat.
What do you dislike about the product?
The answers could be bit slow and sometimes it took a while for the agent to understand the question. Also the chat function was difficult to find, but I suppose that's pretty common.
What problems is the product solving and how is that benefiting you?
I tried to set up a trigger and they helped me explain the options I had and gave me details about my account.
Zendesk handles all of our technical support needs!
What do you like best about the product?
I would say there are many great features. Overall I would say how easy it is to organize tickets and keep track of them. We manage all our tickets with tags and then use views to help us organize them. It's easy for us to differentiate between L1, L2, and L3 level tickets, as well as easy for us to mark when it's for a different department, such as sales or billing, then assigning it to the corresponding group.
What do you dislike about the product?
I don't have any current downsides. Our use case is pretty simple. We have multiple methods of how clients can message us (web form, email, and text message) then based on that; we can assign it to the right groups so our team can resolve or help them further.
What problems is the product solving and how is that benefiting you?
Without the Zendesk support suite, we would probably miss many tickets and follow-ups with customers encountering issues. My day-to-day would for sure be a lot busier without it.
Super simple, and easily customisable
What do you like best about the product?
The support system is really great, helps alot to work through problems.
What do you dislike about the product?
Nothing really, I think the system works super well.
What problems is the product solving and how is that benefiting you?
Customising my interface was made easier by the support suite
Recommendations to others considering the product:
Get it, it's super useful
Zendesk is a simple way to track your support and sales interactions
What do you like best about the product?
I like that there is very little setup/admin tasks. It comes right out of the box for you to use. It is also simple to teach your team and your customers.
What do you dislike about the product?
I dislike the reporting and the fact that you cannot customize requirements for your specific team.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support Suite to log all of our client interactions through email and phone calls. It is nice to have it all in one place to reference.
Recommendations to others considering the product:
Confirm the customization that you need before purchasing because it may not be available.
Zendesk is user-friendly
What do you like best about the product?
Zendesk can be modified depending on what works best for your business.
What do you dislike about the product?
Some tool integrations could be limited.
What problems is the product solving and how is that benefiting you?
We handle customer support inquiries via email and chat. We find it user-friendly for both Admin and agents.
SMB ZenDesk Sell, Support, & Chat
What do you like best about the product?
Fully integrated and customizable agent experience. In addition, having text and voice set-up within Sell is incredible feature that most folks don't have in the marketplace.
What do you dislike about the product?
Setting up voice and text, wasn't as seamless as possible. Took much longer than I thought.
What problems is the product solving and how is that benefiting you?
Serving website visitors and helping customers. Simple and consolidated communication
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