Zendesk Suite
ZendeskExternal reviews
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Adding Services
What do you like best about the product?
Ticketing and ease of use. We have written some custom scripts
What do you dislike about the product?
Adding new services and getting a refund
What problems is the product solving and how is that benefiting you?
ticketing
Support regarding JIRA integration
What do you like best about the product?
The assigned agent was very precise with their replies and was able to share the exact article that resolved the issue at hand. This helps a lot in saving our time by looking for ways and avenues to solve the current issue at hand.
What do you dislike about the product?
The only thing that I disliked about the support experience was that it wasn't instantaneous. The agent was taking a lot of time to reach back which kept the whole process of getting a resolution paused at times.
What problems is the product solving and how is that benefiting you?
Daily day-to-day operations are made very easy wherever and whenever we are stuck at any given point. Along with the article recommendations, the articles themselves are written in a way that there is not too much effort required in terms of understanding the same.
helpful
What do you like best about the product?
the support team very helpful, and they responded quickly and effectively
What do you dislike about the product?
there's nothing bad at all, it's easy to use
What problems is the product solving and how is that benefiting you?
maybe the SLA if it's faster it will be great
Customer Support for new brand
What do you like best about the product?
Really smooth learning curve with tons of online documentation in Spanish and responsive Account Managers. A tool that you can configure on the fly and DIY - no need for being a techie.
What do you dislike about the product?
When requesting support from Sales Dptm, better contacting your KAM instead of trying on the chat. On the architectural side, I'd like to add the same fields to different ticket types instead of having to duplicate fields.
What problems is the product solving and how is that benefiting you?
I do like two features: 1. the Guide module and the ability to reuse the content as part of the answers at the chatbot, and 2. the add-phone line feature, so easy to deploy.
Efficient and easy to use.
What do you like best about the product?
I am able to manage all customer quires through one platform, I can mark at different stages i.e new, pending etc. From first glance I know exactly what needs actioning right away being time efficient. I can also add automated responses to ensure my customers are always kept in the know and feel valued.
What do you dislike about the product?
the inability to edit comments that have already been posted. Zendesk supports markdown, which is good; it helps you organize information a lot more than just plain text. But some customers don’t know that, and file a ticket in plain text. Similarly, when the ticket comes from the e-mail gateway, often line wrapping and etc messes up the format.
What problems is the product solving and how is that benefiting you?
An all-in-one lead generation and customer service platform.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
Chat, phone, email, and social media all in one place.
Provides a lot of customization options.
Robust integration with third-party applications and systems.
Supports multiple languages.
A good ticketing tool full of features
What do you like best about the product?
The ticketing system is versatile, it allows the Support Department to manage thousands of tickets, live chat implementation is excellent, and the system is stable. We love the way the system integrates via API and the speed of the API responses.
What do you dislike about the product?
Sometimes there are various glitches in ticketing, but there is nothing to stop us from doing our jobs. I don't like that via the API I cannot search for tickets in multiple groups in the same call; this would be a super helpful feature for us and would lower the number of API calls we are doing each day!
What problems is the product solving and how is that benefiting you?
We implemented a complete wrapper against zendesk that our customers use to raise tickets. We have also implemented live chat and a wrapper against the help center. Overall, we heavily rely on zendesk support suite for our day-to-day activities.
Zendesk for use in travel related support- you have my vote.
What do you like best about the product?
I recommend and love Zendesk because it is easy to learn for someone coming in-, and I train people on my team for it! I also enjoy all the macro functionality, the reporting options, and how everything is laid out; the design makes intuitive sense. There are also a lot of add-ons and widgets that you can add to customize your experience, not to mention the knowledge base that can be created based on whatever product or processes you support.
What do you dislike about the product?
I think using queries and reporting could be more accessible to new users; I would also like a function to track macros without using tags.
What problems is the product solving and how is that benefiting you?
It is a wonderful call and email CRM. Zendesk is easy to learn for agents, and I appreciate that.
Instant and useful help
What do you like best about the product?
I used the bot in order to get in touch with selfcare but I needed a help from an agent. Jan helped me quickly for an topic he did'nt have the answer. After some test, he confirmed that it worked and now I can use it.
What do you dislike about the product?
Nothing clearly, waiting time very low so nothing to dislike in this help
What problems is the product solving and how is that benefiting you?
Nothing to say
The ultimate Customer Support tool
What do you like best about the product?
Zendesk is the best Customer Support tool I have worked with. It allows my team to do so much for our customer's requests, and it makes the job easier for agents. Organizing views, adding macros and automation, centralizing the customer operations in one place and being able to produce reports are some of the advantages of using Zendesk.
What do you dislike about the product?
Zendesk is not a very intuitive tool for Admins sometimes, and understanding how to improve our use of it can take a lot of reading and learning (some things could be a lot easier to set up).
I would, for instance, put Chat and Talk under the Support interface to make navigation easier.
I would, for instance, put Chat and Talk under the Support interface to make navigation easier.
What problems is the product solving and how is that benefiting you?
We have created better processes that are customer centric. We have added macros and automation to help agents go through tickets faster, and we've implemented a better tagging system to slowly improve reporting.
Zendesk Review
What do you like best about the product?
Zendesk reporting - very comprehensive and their programmed data system allowed us to get business insights easily and if there were data that we wanted to tailor-fit their insights builder integration is also easy to use.
What do you dislike about the product?
Their customer service support is hard to reach out, it's not easily accessible through their website, and is often unable to help us troubleshoot issues that we usually ended up solving on our own.
What problems is the product solving and how is that benefiting you?
As our brand customer service platform, Zendesk enabled us to plan our staffing and capacity based on our SLAs, and also allowed us to customize how we communicate to our customers using our brand voice.
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