Zendesk Suite
ZendeskExternal reviews
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Happy customers. Happy agents.
What do you like best about the product?
Overall good experience. Very happy with the the product and the business rule feature (automation/triggers) that help us stay organized with the tickets while never missing our SLAs. The GUI is intuitive and fully customisable.
What do you dislike about the product?
The product and options are pretty pricy. There are cheaper options out there, but maybe not quite so complete. It functions the way it needs to, and you're able to handle customer tickets with ease.
What problems is the product solving and how is that benefiting you?
Requests from different channels.
Tickets can be raised via the usual sources: email, chat, in-app support, phone, and the web. Zendesk also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface (API). The various ways tickets can get into Zendesk Support is one of its strengths.
Agents can add internal notes to tickets, which can help when multiple agents are handling tickets during their lifetime.
The Explore module provides analytics plus a query tool to build just about any report you can think of.
Tickets can be raised via the usual sources: email, chat, in-app support, phone, and the web. Zendesk also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface (API). The various ways tickets can get into Zendesk Support is one of its strengths.
Agents can add internal notes to tickets, which can help when multiple agents are handling tickets during their lifetime.
The Explore module provides analytics plus a query tool to build just about any report you can think of.
Best Customer Service Tool
What do you like best about the product?
I love how well the search engine works. I have a variety of templates for specific questions and Zendesk's search engine and tag system helps me pull up previous emails quickly and efficiently.
What do you dislike about the product?
For me personally, the interface can be a little more user-friendly. I feel like the settings in the Admin section are difficult to navigate.
What problems is the product solving and how is that benefiting you?
Quickly finding real customer inquiries. When we previously used our Outlook inbox to answer customer service emails, I had to sort through a lot of spam and marketing emails to find real customers reaching out to us.
Awesome support
What do you like best about the product?
I was provided the correct resources very quickly.
What do you dislike about the product?
There wasn't anything that comes to mind.
What problems is the product solving and how is that benefiting you?
How to assign tickets to agents. It is helpful in getting information to internal teams.
Fast and Efficient Live Chat
What do you like best about the product?
I like that you can see where you are in the Live Chat queue line and see real-time how soon you will be assisted.
What do you dislike about the product?
I do wish, that instead of referring to articles, that the Live Chat agent would just provide the solution.
What problems is the product solving and how is that benefiting you?
I just wanted to mute my notification sounds since I do not use that part of Zendesk yet, so no reason for me to hear the dinging constantly.
Recommendations to others considering the product:
I recommend the Live Chat feature, very convenient if you need help!
Literally indispensible. Any company that does support shouldn't be without it.
What do you like best about the product?
Keeping track of all ongoing tasks which leads to higher user satisfaction.
What do you dislike about the product?
It would be nice if some of the reporting functionality was easier to access and had better documentation.
What problems is the product solving and how is that benefiting you?
IT support tasks. Salesforce support
Highly recommended.
What do you like best about the product?
Integration with different communication modes.
What do you dislike about the product?
It's a little slow sometimes however their customer support is extremely helpful in resolving the issues.
What problems is the product solving and how is that benefiting you?
Customer support and sales.
Great product!
What do you like best about the product?
It's simple and easy to use! UI is easy on the eyes. There are so many things you can report out on. The default dashboards and queries are convenient and make it easier to customize without spending hours learning. There are many support articles available that walk you through certain features.
What do you dislike about the product?
The guide is minimal as far as including tables, fonts, etc. I wish there were a way to be able to customize articles more. PDFs appear as attachments instead of being embedded within the articles.
What problems is the product solving and how is that benefiting you?
We are connecting social media sites to respond to customers from one place easily. Enabling proactive texts is helping us reach more customers that we wouldn't be able to if only using email.
Recommendations to others considering the product:
Go for it! It's one of the best support tools I've used.
Excellent product
What do you like best about the product?
My company has seen better organization, clearer communication with customers, and higher levels of satisfaction since switching to Zendesk.
What do you dislike about the product?
I have no idea who my account representative is after the person I was last in contact with didn't answer my most recent email about adding on a feature.
What problems is the product solving and how is that benefiting you?
Before, we were answering 1000+ customer questions a month with Microsoft Outlook. We could not clearly see communication with the customers, nor could we stay organized. We had a million folders and CS reps didn't always know who was taking care of which emails, which resulted in poor customer service. We are much more organized now with Zendesk.
The best software to centralize and measure all interactions concerning support.
What do you like best about the product?
I love how you have all the tools to have all the tools for you to not only integrate the available connections already done with other systems, but you can also make your own, keep expanding the arrange of information that enables you to give the best personalized experience to your client, because all the necessary information is at your agent's fringer tips.
And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce and what to change, so really, the limit is as far as you are willing to take it.
And the great thing is that when you collect all data from the various interaction points on our customer's journey, you know where your focus should be, what to reinforce and what to change, so really, the limit is as far as you are willing to take it.
What do you dislike about the product?
There's still room for improvement in every area, so every request or suggestion on the behavior or features you would want by default are listened to, and since their roadmap is extensive, so some of them may end up at the end of the line. Still, you can be sure that the Zendesk support team will address it.
What problems is the product solving and how is that benefiting you?
Gather all information to make accurate decisions and convert them into action on one platform.
Recommendations to others considering the product:
Ask for a Demo, see what it can do, and project yourself and your bussiness, knowing that it will scale from any level to any level of growth.
Great customer service software
What do you like best about the product?
The customer support is excellent. The software works seamlessly, it is very dependable. The automation saves time and you can go into a deep amount of detail. It works great with knowledge base which is the cornerstone of our processes and customer faq.
What do you dislike about the product?
Not much, it all works well. I really like it
What problems is the product solving and how is that benefiting you?
It helps with customer service, business process documentation, global knowledge base, wholesale automation tasks.
Recommendations to others considering the product:
Try it out it works great. Takes time to really get into the detail but worth the rewards in automation, quality of output and features
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