Zendesk Suite
ZendeskExternal reviews
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Overall, Zendesk works fairly well for us. However, there are a few features missing.
What do you like best about the product?
The ticketing system works well for our needs. We find that we can organize tickets by client and keep information easily in a single thread. The ability to set up quick responses and automations is also helpful to us.
What do you dislike about the product?
Reporting has some flaws that are hard to work around, such as the inability for Admins to access all dashboards and some query parameters are very hard to discern when you are putting reports together. We'd also really like the ability to add people in our organization (especially contributors) as auto cc'd for organizations when they submit tickets.
What problems is the product solving and how is that benefiting you?
We have over 100 clients, all of whom have their own unique issues. Zendesk keeps our conversation with each client organized and makes it easy to reference previous tickets for information as well. Additionally, we are able to pull a lot of metrics out of Zendesk to share in terms of our team productivity.
Good software, slowly getting better with age
What do you like best about the product?
ZenDesk has plenty of addons, fairly good reporting and is easy for people to pick up and use. Whatever can't be done, can mostly be navigated around using triggers, automation or the API.
What do you dislike about the product?
ZenDesk is slow to integrate features which is seen in other CRM platforms. Solutions such as Kustomer are starting to be trailblazers, and for the cost of ZenDesk, I wish it would be more of a leader in it's field.
What problems is the product solving and how is that benefiting you?
ZenDesk helps us integrate all channels (Instagram, Facebook, WhatsApp, email etc) into one omnichannel approach, allowing us to answer across many different channels with ease.
effective support tool
What do you like best about the product?
it is a very practical tool for customer service, fast and efficient, easy to use and an accompaniment for its users, admins, and agents,
highly recommended for companies
highly recommended for companies
What do you dislike about the product?
it will be more helpful if the incoming chats will bassigned in non random way
it will be good if the visitors on chats had the full name and the phone number, sometimes we can't find those details
zendesk for b2b will be awsome
it will be good if the visitors on chats had the full name and the phone number, sometimes we can't find those details
zendesk for b2b will be awsome
What problems is the product solving and how is that benefiting you?
well due to zendesk we are transmitting the information to customers by an easy way and efficient,
and it is way so productive
logicly the performance increase with this tool
and it is way so productive
logicly the performance increase with this tool
Major upgrade from open source solutions
What do you like best about the product?
As a small business - this has helped us become much more organized as we grow and provide support to our customers. We can now effectively utilise a common support email between all of our technical support staff. Its also easy to pass things on to second line support when we need to get developers involved.
What do you dislike about the product?
It seems they are doing a major overhaul of the interface, and there is no option to prevent the overhaul from happening. Right now, the newest replies to tickets are on top, but they are changing it, so the latest replies are on bottom. I guess that's fine if most of your support is done through chat or the app on the phone (which is not very good), but most of our customers use email support since they often need to attach files or describe things in more detail.
What problems is the product solving and how is that benefiting you?
Generally, we are more organized, and when someone is out of the office, we can keep responding to customers promptly. There are several templates and macros we have customized to reply to common issues in responces automatically.
Very happy with Zendesk
What do you like best about the product?
The feature I use most is the Agent to handle support tickets.
What do you dislike about the product?
I would like to see better options for the Web widget. For example, the javascript library should allow directly opening a form to submit a ticket. The behavior now is that the customer has to search for something, and then click Contact Support. I'd like my own web site to have a button to go directly to contact form.
What problems is the product solving and how is that benefiting you?
They are solving the problem of support customers via ticketing system and help center web site for knowledge base articles.
Good customer support system for our small business
What do you like best about the product?
Easy and simple to use for agents while giving admins a great amount of overall information.
What do you dislike about the product?
Some features would be great to have in the "Support" view, like adding macros.
What problems is the product solving and how is that benefiting you?
We are in constant communication with our customers, and the open tickets view is particularly helpful for all agents to be on the same page.
Good for customer service
What do you like best about the product?
Calling within the web browser application- I like the possible integration of the software with Zardama cloud calling solutions; this has made us serve clients through calling where they can request a callback, or they can call our Zardama phone number, which we integrated within Zenesk to help us manage communication in one place.
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
What do you dislike about the product?
The software is so expensive for smaller businesses to use the valuable plans with more business support and helpful features. It would cost us $99/month per agent to use the tool to meet our business needs, which at times affects our ROI. They often do product maintenance and release more features but unfortunately they do not update the knowledgebase simultaneously
What problems is the product solving and how is that benefiting you?
We use the Interactive Voice Response (IVR) to provide self-support to clients by choosing selections; they can press 9 in case they need assistance so the call can be routed to any agent. We use the tool to provide customer support through different channels like calls using zendesk call integrated with zardama. This helps our clients to call us anytime and respond to their calls through zendesk in the web browser.
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
5 years I work on Zendesk, I haven't found a better CRM
What do you like best about the product?
The ease of integration of new channels. For me, Zendesk is like an Ikea furniture: easy to build, with multiple possibilities of customization and parameterization
What do you dislike about the product?
The few possibilities of parameterization under Guide: No possibility of cloning articles, an article cannot appear in several categories...
Support: no more possibility to send a message via form,
Support: no more possibility to send a message via form,
What problems is the product solving and how is that benefiting you?
Agents stay on the same screen, without having to change screen at each logicle: 1 screen for the chat, one for the telephony, one for the mails, one for the knowledge base....
Powerful workflow creation tool, which allows to reduce the volume of requests
Powerful workflow creation tool, which allows to reduce the volume of requests
Thorough and Efficient Responses from their team!
What do you like best about the product?
The responses from the team were fast and thorough. They confirmed a question we had and also provided additional resources to view.
What do you dislike about the product?
I struggle with finding a ticket once it's submitted and assigned to someone else. It seems like if you don't have the ID, it's hard to find.
What problems is the product solving and how is that benefiting you?
We're likely going to purchase a license for Zendesk since the product is what we are looking for to support our customer base. And the sales team is very responsive, friendly and knowledgable!
Always available in a pinch!
What do you like best about the product?
Zendesk is the lifeblood of our customer support system, and anytime there we have a question or any difficulty, it's always easy to get someone from support to help us get it resolved quickly.
What do you dislike about the product?
Many of the wonderful features provided by Zendesk assume that the companies using Zendesk have a more robust staff, thereby making some tools not flexible enough to be tailored to our needs.
What problems is the product solving and how is that benefiting you?
It keeps all of our customer communication organized, provides ways of visualizing what they are saying to us, and enables us to take both corrective and proactive actions.
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