Zendesk Suite
ZendeskExternal reviews
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Great support all around
What do you like best about the product?
The software offering from Zendesk is straightforward and quite configurable for individual needs. Any time I've needed help, their support and implementation teams have been outstanding.
What do you dislike about the product?
I have not encountered any major issues.
What problems is the product solving and how is that benefiting you?
Zendesk makes it easy to make our customers happy, they can self help as a first line of support and then get personal help quickly through the channel they prefer.
Great platform. It really helps managing tickets
What do you like best about the product?
Zendesk is easy to use the basic things and there are a lot of apps that you can use if they don't offer a native solution. Customer support is great and fast, whenever you need help. they offer chat, chat bot, talk, help desk, etc. this is all very important to reduce the amount of tickets we receive as we can deal with questions in real time or solve the solution without an agent being involved
What do you dislike about the product?
As you grow and need more functionalities it takes some time to learn but there are a lot of agencies and freelancers that can help if you need something more technical. If you want to have a lot of agents it can get a little pricey to have a lot of functionalities, such as talk, chat, etc, but it's worth it!
What problems is the product solving and how is that benefiting you?
For a company like us, that receives thousands of tickets every month, it would be impossible to manage it without zendesk! we see how old the tickets and that way we never miss clients that are waiting. we create SLA, reminders, etc. It's a great tool
Recommendations to others considering the product:
Zendesk has several options of plans for all kinds of companies. I highly recommend it
Zendesk support for new help center is top notch
What do you like best about the product?
I have been using Zendesk for the past 10 years across multiple companies. The service and support is second to none. I am constantly impressed at how easy it is to use with our clients and our internal teams.
What do you dislike about the product?
Organizationally the views across Zendesk could be improved. Also, I don't love the fracturing of the products/suites offered across the tools. Understanding the pricing model and legacy accounts could be greatly improved!
What problems is the product solving and how is that benefiting you?
We are working quickly to solve the issues our clients face. Integrating the guide with tickets makes it easy to train and empower our clients on a daily basis.
Recommendations to others considering the product:
Give it a shot. The overall ease of use of the tool will make life better for you and your clients.
Zendesk is the best ticket managment system
What do you like best about the product?
The automation and ease of integration with other 3rd party systems.
What do you dislike about the product?
That users who reply with stuff like "Thanks" re-opens a ticket and it has to be looked at.
What problems is the product solving and how is that benefiting you?
Managing support tickets, it shows where we can improve and what kind of volume is being handled per agent
Always fast and efficient help to solve my problems
What do you like best about the product?
I like being able to chat with a representative and they always provide great support articles. I also like that the chat gets emailed to me so I always have access to those links for later days.
What do you dislike about the product?
I don't like that it's a bit difficult to get to the live chat option
What problems is the product solving and how is that benefiting you?
I'm solving problems related to creating our support library on Zendesk
Zendesk Support is the go-to tool for communicating with customers
What do you like best about the product?
It's very versatile - the tools available at Zendesk enable you to set up a simple Customer Service environment as well as complex, multi-structural workflows and automation. Their support is top-notch too.
What do you dislike about the product?
Their advanced tools and features are often complex - it takes time to get familiar with them. It's not an issue for me though, as their Knowledge Base and Support are awesome.
What problems is the product solving and how is that benefiting you?
I use Zendesk for managing communication between me and the customers. Thanks to Zendesk, my work is very well organized. You can fully personalize the setup to suit your needs. Once you'll find your perfect setup, you can save a lot of time thanks to Zendesk.
Recommendations to others considering the product:
Zendesk provides great tutorials and articles about their products. I highly recommend checking their Help Center - it's comprehensive and easy to use. It helped me a lot when I was getting started with Zendesk.
Best Support Ticketing and Helpdesk Platform
What do you like best about the product?
Zendesk is full of features. You can create, assign, merge tickets. There is much more you can do with the platform, like saving contacts and organizing tickets by date or last update made. If you need a ticketing platform this is the one.
What do you dislike about the product?
So far I havent seen any downside as we use it daily and it is working at its best. Perhaps, the fact that sometimes, actual tickets go into Suspended Category and we take time to responded to those as you dont get the notifications. The users most of the time, dont take the time to sign up to the platform and it can be sluggish when loading different modules like CRM or zohodesk.
What problems is the product solving and how is that benefiting you?
Helpdesk IT tickets and VoIP users issues.
Recommendations to others considering the product:
Use it. Give it a try. You wont regret.
Zendesk Trial Review
What do you like best about the product?
The ability to have a multi-brand setup is imperative to our business. The triggers and automation were very intuitive and easy to implement.
What do you dislike about the product?
Price is high compared to the competition
What problems is the product solving and how is that benefiting you?
Streamlines the communications that we get from customers over several sales channels by brand. This allows us to communicate with customers all in one place and use macros to ensure that they are brand-specific. This makes communications quick and consistent for our customer service team.
New Zendesk User Review
What do you like best about the product?
The macros/placeholders to quickly answer tickets
What do you dislike about the product?
Sometime's I find it hard to access resource articles.
What problems is the product solving and how is that benefiting you?
Better organizing tickets based on category
It is easy to use and support is always there to help
What do you like best about the product?
Zendesk's support, its features it is just so easy to use. They have great documentation and support is always there to help out whenever you get stuck.
I also like that it can be integrated in-app + website
I also like that it can be integrated in-app + website
What do you dislike about the product?
I think the only "bad" thing is the pricing, which is a little high especially for small startups that need to be watching out on budget. Other than that everything is ok. I think their chatbot widget can use some work
What problems is the product solving and how is that benefiting you?
I am solving our entire CRM platform, the benefit it has is its API connections and how easy it is to use and integrate. We use to make phone calls, messages, SMS, and emails.
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