Zendesk Suite
ZendeskExternal reviews
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This is not something I talk with my friends.
What do you like best about the product?
The platform is pretty intuitive and has many useful features
What do you dislike about the product?
It doesn't work well with some add-ons(in this case Blackbox - a tool that helps you copy text from a picture/screenshot). The add on took the ability to use keyboard shortcuts for zendesk text editor.
What problems is the product solving and how is that benefiting you?
It was a team effort, nad helped me go in the right direction.
Simple, clear and comprehensive
What do you like best about the product?
I love how Zendesk can be fine-tuned to suit the user's needs. The flexibility that Zendesk provides allows one to organise customer requests in a clear and legible fashion.
What do you dislike about the product?
A find that the reporting and admin sections within Zendesk can be hard to navigate and use from time to time. Also when updates are made to the system in regard to certain functionalities, it feels as though the changes are implemented with no notification, which tends to make things confusing for a short period of time.
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to organise our customer care requests in a very efficient and clear way, which in turn enables us to prioritise tickets and respond to our user base in a timely and effective manner.
The UI is really friendly and helps me to complete my day to day task in a very organized way
What do you like best about the product?
The live chat feature and the option to organise my emails in order.
What do you dislike about the product?
It would be more convienant if all the add ons's where free and inclusive of the current package.
What problems is the product solving and how is that benefiting you?
The issue is i wanted to integrate my twitter account and the support has provided the necessary steps to do so
It has been an amazing experience so far.
What do you like best about the product?
The Zendesk options are a lot easy to understand or follow so even a new joining member of the team would be able to pick up and learn it faster.
What do you dislike about the product?
Nothing as such. As explained all options are easy to understand.
What problems is the product solving and how is that benefiting you?
To name a few :
Allows customers to reach out to us for any product related issues.
Allows users to explore various knowledgebase articles available to them for resolving any known issues.
Analytics on historical data helps in making operational decision.
Allows customers to reach out to us for any product related issues.
Allows users to explore various knowledgebase articles available to them for resolving any known issues.
Analytics on historical data helps in making operational decision.
Good experience and helpful support
What do you like best about the product?
Easy to get support via multiple channels like email, chat, call and text messages. The response was quick and thorough, and the historical chat helps add context to resolving issues more effectively.
What do you dislike about the product?
Nothing. I was a bit confused at first since it took a while to find the chat support option in the website, but once I found it, it was easy to get help and my issue was resolved so no big deal.
What problems is the product solving and how is that benefiting you?
It helps users get in touch with Zendesk support staff and resolve outstanding issues. It helps me get the support that I need to solve the problems that I cannot solve by myself.
Zendesk offers a variety of tools and ressources to optimize customers' interactions and experience
What do you like best about the product?
After some initial training an admin is able to configure Zendesk to a company's needs. It only requires programming skills for complex set-ups. Lots of apps are available in the marketplace to customize it to your needs.
What do you dislike about the product?
We wanted to integrate several customer service teams in one Zendesk instance. The usage of Zendesk brands helped us to distinguish the workload for each team but we cannot separate requests by brand so that they are invisible to the other teams. We are expecting a more advanced role model for access rights.
What problems is the product solving and how is that benefiting you?
- providing a history of all customer interactions
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
- replacing a simple email tool
- adding information from CRM systems
- increasing customer service agents' efficiency
- reducing resolution times and backlogs
Jongun solved my issue with satisfaction!
What do you like best about the product?
I got a fast response from a ZenDesk Support agent named Jongun. The response contained some known problems and FAQ’s. But in the meanwhile, my original request was solved. It was remarkable that I received another email in which they asked if my problem was solved. Thumbs up for this follow-up!
What do you dislike about the product?
I didn't receive a real-time chat when I had the question, so the system suggested waiting for a human touch. Luckily, I didn't wait so long to receive feedback from the human agent.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us collect customers’ requests/queries, and we can deal with them in one place. This system allows our company to provide support and handle more than one ticket at a time, improving efficiency.
Fast, easy, helpful
What do you like best about the product?
The chat function is great because you get an instant response
What do you dislike about the product?
The word limit on the first chat message is annoying, it's not enough
What problems is the product solving and how is that benefiting you?
I had a query regarding Zendesk Explore. It's helped me with my reporting
Quick, effective, and efficient
What do you like best about the product?
Easy to use and highly customizable to set up the way your business needs. Easy to navigate, and sort new tickets into categories with reports to show you how efficient you and your team are.
What do you dislike about the product?
They recently changed their report system and an option we used is now behind the paywall which is not great, but otherwise no complaints.
What problems is the product solving and how is that benefiting you?
It is making sorting our emails easy and seamless, removing spam messages and making it easy to find any past correspondence with our customers.
Great tool for external (client-based) and internal (employees, management)
What do you like best about the product?
It's difficult for items to "slip through the cracks" when you are holding everyone accountable via the ticket system.
What do you dislike about the product?
I am a new user but I have not found anything I dislike so far!
What problems is the product solving and how is that benefiting you?
It's enabling us to see analytics surround response time and allows anyone in the company to pick up where someone else may have left off by housing all the client/internal communication related to projects/tasks in one place.
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