Zendesk Suite
ZendeskExternal reviews
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Completed solution for ticketing
What do you like best about the product?
Many integration possibilities and suitable prepared applications
What do you dislike about the product?
Too many options for small businesses is complicated to set up everything
What problems is the product solving and how is that benefiting you?
I use it for ticketing system for call center and live chat and also for web form on my site
help with trigger question
What do you like best about the product?
easy interface and very intuitive functions
What do you dislike about the product?
The functions can be complex and require documentation.
What problems is the product solving and how is that benefiting you?
reporting and trigger information is good with zendesk
ZD is very useful for our day to day job with fronting customers
What do you like best about the product?
I really like the views feature.
Sorting by status and certain tags or conditions really help handling communication with customers.
Sorting by status and certain tags or conditions really help handling communication with customers.
What do you dislike about the product?
Some tasks could sometimes be to hard to accomplish, for example adding a permanent CC to a certain user/group.
What problems is the product solving and how is that benefiting you?
Always being updated when the customer replies and trying not to let him wait for our response too much.
Recommendations to others considering the product:
Invest a lot in the primary setup of your ZD environment because that will make life easier later.
Quick and very helpful
What do you like best about the product?
The simple to use interface and customization with automation.
What do you dislike about the product?
Limitations like not being able to edit the footer in emails.
What problems is the product solving and how is that benefiting you?
We are able to auto assign tickets to agents responsible without much manual work
Great solution for customer contacts
What do you like best about the product?
It's an all in one suite for email, chat, and phones. There isn't anything I can think of that it doesn't do that it wish I did.
What do you dislike about the product?
Issues with DKIM, SPF setup that was hard to resolve
What problems is the product solving and how is that benefiting you?
It's a one stop shop for all of the incoming contacts. There's nothing further needed to set up the foundation to your customer service experience.
Stuck SLA issue support
What do you like best about the product?
I liked the possibility of chatting with the agent - it is easily found on the platform and more convenient than email or phone communication. Oliver was very attentive and tried to troubleshoot the issue adequately.
What do you dislike about the product?
I raised the issue on 11th June and I did not get many updates since then. I understand that prioritization of tickets and bugs is in place. I would appreciate more initiative updates if the resolution needs more time - maybe on a biweekly basis just to know that issue is being addressed.
What problems is the product solving and how is that benefiting you?
More organized issue solving for several departments. We like the possibility of integration with other platforms.
Effective Ticketing Tool to manage Support Interactions
What do you like best about the product?
The tool is extremely user friendly and the UI is very easy to navigate. The setup process is not overly complicated and the support tools (videos and discussion forums) make it very easy to build on a better setup or utilize existing features
What do you dislike about the product?
The data extraction is very old school. There are no range filters for CSV export which is really bad because you are forced to take a large data dump and then filter for the required period, Ad-hoc reporting is a nightmare.
What problems is the product solving and how is that benefiting you?
Customer Support Management is easier with a robust ticketing solution like Zendesk. It helps in tracking tickets and customer issues efficiently and also mange agent utilization.
ZenDesk streamlines our customer service
What do you like best about the product?
My favorite part of ZenDesk Support Suite is the user-friendly organization. I can easily see who is in contact with our consumers, how they are responding, and in what timeframe. I love how easy I can see a customer's journey with ZenDesk instead of a general inbox.
What do you dislike about the product?
ZenDesk tends to spam or suspend a lot of tickets that are actually customers or useful information for our business. I hope they improve this.
What problems is the product solving and how is that benefiting you?
Accountability. It is so much easier to see who needs to reach back out to a customer, how long we take with certain ticket types, and ensure that our customer service is fast and accessible to consumers.
Customizable if you are willing to put in the time
What do you like best about the product?
It's customizable to suit business needs. Can add things on the fly without having to wait long for the changes to take place.
What do you dislike about the product?
It is not intuitive on how to make things happen, such as triggers, conditional rules etc. Sometimes it feels like zendesk was built by many different minded developer and they each use their own language. If you really can't figure it out, the Zendesk help desk team are really helpful in looking into things and assisting.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to streamline our work flow for incoming inquiries via different channels such as email, chat, and calls. We've been able to keep all the information in a single place which assists with understanding the customer journey with us.
Recommendations to others considering the product:
Give yourself the time to customize it. It can be very powerful tool however the appropriate time and attention must be devoted to it to make it a great tool.
Your everything tool!
What do you like best about the product?
I like that Zendesk Suite has everything you need in one place. We use Talk, Text, Chat, Support, and so much more. I like that we can include 3rd party integrations as well and in one quick step.
What do you dislike about the product?
Some features are limited to suite levels.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can utilize all features available within one screen. There is no need to bounce around to different tabs to communicate with a customer.
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