Zendesk Suite
ZendeskExternal reviews
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Very complete solution but complicated to get started
What do you like best about the product?
That it is a super complete solution. I have integrated my Facebook page and Instagram account with it. I have also integrated my Shopify store, Amazon and Ebay. It is easy to use once you learn how to and allows you to keep all interactions with a customer in one place.
What do you dislike about the product?
That is very complicated to set up and you don't get a lot of help right away, you have to email their support for help.
What problems is the product solving and how is that benefiting you?
Keeping all my interactions with one customer in one place, organized and easy to find.
10 out of 10
What do you like best about the product?
Great product and amazing customer support
What do you dislike about the product?
Sometimes the products can we a bit complicated to use
What problems is the product solving and how is that benefiting you?
Explore, Talk and Support are our main ones. I have been using them for years now and it makes a huge difference.
Very solid and easy to use support service
What do you like best about the product?
Ease of viewing and responding to tickets. Ease of collaborating with teammates who are not agents.
As an administrator of the account, I also love the plan management screen that shows pricing changes for add-ons and upgrades - it makes it very easy to calculate add-on charges and features.
As an administrator of the account, I also love the plan management screen that shows pricing changes for add-ons and upgrades - it makes it very easy to calculate add-on charges and features.
What do you dislike about the product?
The integration with monday.com does not fulfill all our needs. It only pushes a new ticket through and doesn't allow us to see any comments updates over time. I wish that it would integrate so that when viewing a ticket in zendesk, we could link to a Monday.com item to update our customer records.
Also, at times, it's a challenge to find information that answers my questions in the help articles. They are really good articles, but I sometimes feel like it's a bit hard to find just the right one.
Also, at times, it's a challenge to find information that answers my questions in the help articles. They are really good articles, but I sometimes feel like it's a bit hard to find just the right one.
What problems is the product solving and how is that benefiting you?
We are now able to manage our customer inquiries in one, safe place and track history of interactions and store information about the customer. Since upgrading to the Suite plan, we can collaborate with our tech team who are not agents much easier (using Light Agents) and have email conversations with other relevant people and track the conversation right in the ticket (Side Conversations). We also use the text message ability when needing text confirmations from customers for certain actions.
It was fast & helpful.
What do you like best about the product?
Very helpful, and the support personnel knew what she had to do to fix the issue.
What do you dislike about the product?
A support article on Zendesk regarding the issue of google blocking the domain would have been helpful.
What problems is the product solving and how is that benefiting you?
Zendesk login URL was getting blocked by Google due to google identifying it as a security issue. It looks like the support personnel safely listed the URL internally to stop google from blocking it.
Recommendations to others considering the product:
It's fantastic. I love the search feature which has been one of the best in my opinion.
Zendesk
What do you like best about the product?
Ease of use and ease of admin portal are simple
What do you dislike about the product?
user permissions and admin portal require back and forth
What problems is the product solving and how is that benefiting you?
Help desk
Best support software with all kind of functionalities
What do you like best about the product?
Administrative rights are just awesome 😎.
What do you dislike about the product?
Sometime in peak hour it gets hanged.
Can be ignored.
Can be ignored.
What problems is the product solving and how is that benefiting you?
We use to resolve problems which teacher use to face in live classes.
Recommendations to others considering the product:
The best support software available in the market.
All-User Friendly
What do you like best about the product?
I love the simplicity of the suite. It allows you to set parameters to your organization's needs and there is hardly a time where any real support is needed because the layout of the suite gives you every answer you could possibly need!
What do you dislike about the product?
The only downside I would report is that oftentimes customers have a difficult time uploading pictures into the chat window. We deal in a lot of warranty claims which almost always require exchanging of pictures, we never have any trouble uploading pictures to the window. I do suspect that the issue usually arises when a customer is using their mobile device. This would streamline our processes even more if the chat window was a bit more mobile-device friendly.
What problems is the product solving and how is that benefiting you?
We are able to free up phone lines and allow more time and flexibility in the work day. We have increased productivity by being able to quicky address customer concerns that may only require a short answer. The automatic logging of all chats built-in to the site is very beneficial for us as well, we can even search key words for training purposes, which has been awesome. The service is user-friendly and so easy to use. With all of the different customizable options, it is ideal for any scenario.
The best solution for customer service. Easy, convenient and fast.
What do you like best about the product?
The chat support platform is the best with canned message shortcut
What do you dislike about the product?
Nothing to dislike at the moment. All seems perfect
What problems is the product solving and how is that benefiting you?
We use zendesk, chat, talk and support to solve queries.
Recommendations to others considering the product:
Start with Zendesk and make customers for life.
Always so quick and easy using Zendesk
What do you like best about the product?
I find Zenddesk so easy to use, it's not like older legacy systems that have been added to over years and years. Also, I love how easy Macros are to use, they make my day so much easier and the product for the end-user so much more consistent
What do you dislike about the product?
I find the use of logos instead of words for the different tabs frustrating. Instead of 'chat' or 'voice' you just have different shapes.
What problems is the product solving and how is that benefiting you?
I provide tech support for customers using our website. As previously mentioned macros make my day a lot easier, asides from this, although I ma yet to fully integrate it into my workday I was really pleased to see that calendly can be integrated. This will make my customers life much easier.
Recommendations to others considering the product:
Definitely check out the apps!
Zendesk is the better platform to work with tickets.
What do you like best about the product?
The friendly interface and the very good support team. The quality of the system itself, the various integration possibilities.
The very high availability of the service. I've been using Zendesk for almost three years and I count on the fingers of one hand how many times I had access problems, unavailability, etc.
No wonder they provide the service to major market players such as Magalu, iFood, etc.
The very high availability of the service. I've been using Zendesk for almost three years and I count on the fingers of one hand how many times I had access problems, unavailability, etc.
No wonder they provide the service to major market players such as Magalu, iFood, etc.
What do you dislike about the product?
Some buttons can't be modified, like the "update" in reviews. At times the system is a little "locked" for customizations.
In other words, the reality of each company will not always be able to be molded within the platform.
So this difficulty ends up being a problem when we think about serving customers in the best possible way and in a totally individual way.
In other words, the reality of each company will not always be able to be molded within the platform.
So this difficulty ends up being a problem when we think about serving customers in the best possible way and in a totally individual way.
What problems is the product solving and how is that benefiting you?
A lot of things every day. The biggest problem I solve using the zendesk suite is to provide my clients with a humane, fast and complete service, serving everyone in an agile and intelligent way.
In addition to being able to follow the work of all analysts quickly and also very personally.
In addition to being able to follow the work of all analysts quickly and also very personally.
Recommendations to others considering the product:
Make full use of the tool, not just to answer tickets, but by exploring explore reports, automatic and customizable metrics, etc.
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