Zendesk Suite
ZendeskExternal reviews
6,538 reviews
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New Tool Great Resource
What do you like best about the product?
I was skeptical with the volume of work we have to use this. After 48 hours it seemed like a life saver. Not only are you able to communicate with customers or clients externally, but you have the option of using Internal Note to communicate with co-workers about the ticket you are working on. You can also mark something as Pending if you are not completly done and Solved once you have finished with it. If someone responds to something you have "Solved" it does not create another ticket it simply re-opens the same so you can see initial communication.
What do you dislike about the product?
I was responding to customers and for 24 hours did not know they were not receiving it. I had to go back and resend each of those through Microsoft outlook. However, I utilized the chat feature and within five minutes I was pass the glitch I encountered.
What problems is the product solving and how is that benefiting you?
It's very organizational. It allows me to manage what I have completed, what needs to be worked on and there are Priority settings that provide great intel on if something is Hot or Urgent.
Great Tool! Highly Recommend!
What do you like best about the product?
I love how we can track all of our requests in ticket format and anyone is able to follow the request to completion.
What do you dislike about the product?
Nothing really, its been a great and helpful tool so far.
What problems is the product solving and how is that benefiting you?
Being able to track all our requests from the customer side to internally.
The support agent was so helpful & resolved my talk function issues very quickly!
What do you like best about the product?
The immediate response time that the chat function offers!
What do you dislike about the product?
When you are logging out & back into Zendesk, the support chat disappears.
What problems is the product solving and how is that benefiting you?
Issues that need immediate attention are looked into right away. This response time is limiting how long we are 'system down.'
Complete platform and super efficient support. Very good trainings and free courses on Training
What do you like best about the product?
Complete platform and courses on Zendesk Training
What do you dislike about the product?
The necessity to upgrade to top plans to have access to all features
What problems is the product solving and how is that benefiting you?
Give support to customers by email and chat, and measure our demands to optimize our product and processes
Recommendations to others considering the product:
Avaliate the features in each plan
Easy ticketing system
What do you like best about the product?
User friendly integration not hard to use
What do you dislike about the product?
Log out every 24 hours have to log in everyday
What problems is the product solving and how is that benefiting you?
Ticketing system easy to keep up with all tickets
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.
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