Zendesk Suite
ZendeskExternal reviews
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super zupport
What do you like best about the product?
the ease during the communication.
continuous followup from support is a plus too.
continuous followup from support is a plus too.
What do you dislike about the product?
nothing in specific.
I am pretty satisfy with the support.
I am pretty satisfy with the support.
What problems is the product solving and how is that benefiting you?
needed to have vendor security documents for our company.
It has the best support practices and a rapid response team
What do you like best about the product?
the customer support service is very convenient to use.
What do you dislike about the product?
I have not to feel anything that I dislike.
What problems is the product solving and how is that benefiting you?
I am solving the problem of our clients, and the redact function is awesome to use, macros function and add user function is the best to create a contact database.
Recommendations to others considering the product:
it is the best software for CRM Management.
Great!
What do you like best about the product?
All features. I love how the Zendesk platform can handle tickets.
What do you dislike about the product?
Sometimes the platform is acting up where the data is missing after typing on public or private notes
What problems is the product solving and how is that benefiting you?
Actually, it resolves everything.
Great platform, with excellent integrations and support
What do you like best about the product?
Zendesk can be easy to set up and is the best platform for keeping all facets of customer service in one place.
Great support from the Zendesk team and an interactive knowledge base allow easy access to information and quick solutions.
There are regular webinars for updates on products and new content.
Great support from the Zendesk team and an interactive knowledge base allow easy access to information and quick solutions.
There are regular webinars for updates on products and new content.
What do you dislike about the product?
Basic analytics do not provide much insight into the lower plans, so you need to upgrade plans or pay for Explore to get this data.
Using the Team license, Chat does not allow for images to be sent. This means that a seperate ticket or email must be created to share content while troubleshooting.
Can't seem to disable greetings with Zendesk Talk. Not a major issue at all, but it could be a preferred option for some users.
Using the Team license, Chat does not allow for images to be sent. This means that a seperate ticket or email must be created to share content while troubleshooting.
Can't seem to disable greetings with Zendesk Talk. Not a major issue at all, but it could be a preferred option for some users.
What problems is the product solving and how is that benefiting you?
Customer self-service is simple with Zendesk Guide. This is great for deflecting tickets and reducing workload.
Talk and chat options also keep all communication in one space, saving agents time and effort. All information from these extensions are turned into tickets also, which makes for easy access of information.
We have multiple inboxes redirected to Zendesk, which is nice and tidy and ensures agents don't miss anything. Settign up forwarding is super simple.
Plenty of external integration means we can send ticket information to other programs when needed.
Talk and chat options also keep all communication in one space, saving agents time and effort. All information from these extensions are turned into tickets also, which makes for easy access of information.
We have multiple inboxes redirected to Zendesk, which is nice and tidy and ensures agents don't miss anything. Settign up forwarding is super simple.
Plenty of external integration means we can send ticket information to other programs when needed.
Recommendations to others considering the product:
Zendesk will happily provide a free trial. If you give it a go and ask as many questions as possible to figure out the best plan and set up for you, I doubt you will be disappointed!
Excellent customer service and app
What do you like best about the product?
Had an issue with adding features to my HelpDesk UI and contacted their support team.
They were great in helping me resolve the issue promptly
They were great in helping me resolve the issue promptly
What do you dislike about the product?
They do need to improve their help center documentation so they will get less chat questions
What problems is the product solving and how is that benefiting you?
SLA
The one where it felt no pain
What do you like best about the product?
To the point resolution, shorter wait time and ability to capture all the necessary information
What do you dislike about the product?
I could not get to see the executive picture clearly.
What problems is the product solving and how is that benefiting you?
Customer support and quick resolution
Improved efficiency and customer satisfaction
What do you like best about the product?
Zendesk has helped us in a very remarkable way to centralize all the points of contact with our community in one place. This has resulted in better team efficiency and a better customer experience. Our agents find it very easy to collaborate with each other to resolve the tickets we receive. It would have been very difficult for us to maintain the efficiency of the team during the COVID-19 crisis, but with Zendesk we were able to ensure that no channel was left unattended and our response time was hardly affected. With Zendesk, we see ourselves ready to take on growth targets as its scalability sets no limits for us.
What do you dislike about the product?
The initial setup and configuration is a lengthy process but not difficult to accomplish. The integration with Magento 2 is complex to implement. I would like to be able to send tickets automatically using an app connector like Zapier. I found the analytics section easier to understand years ago. There are some KPIs that I don't know how to get information on now.
What problems is the product solving and how is that benefiting you?
We have reduced the response time to all messages from our customers. We have managed to consolidate all points of contact with our customers on a single platform and in a collaborative way among all members of our team. In our case we have centralized emails, responses to contact forms, chat, calls and messages through social networks in one place. With the statistics part we have been able to visualize exactly the number of queries we receive and the response time almost in real time.
Recommendations to others considering the product:
If you are looking for a scalable solution ready for the growth of your digital business, Zendesk will be a great help to manage your internal customer service resources.
Zendesk Support Review
What do you like best about the product?
Zendesk Support was fast and efficient. I was kept in the loop the whole time.
What do you dislike about the product?
There were no downsides. Everything was fast and prompt.
What problems is the product solving and how is that benefiting you?
We had an outage and they were able to get back to us fast so we could conduct business.
Intuitive and seamless
What do you like best about the product?
Everything is all in one place. Calls, texts, emails, and chat. It's such a seamless system to have everything set up together instead of navigating multiple sites.
What do you dislike about the product?
Some calls aren't always successfully recorded with no reason or warning as to why. It can also be a little difficult to construct triggers and SLAs that make sense and applies correctly. One wrong rule breaks the whole thing.
What problems is the product solving and how is that benefiting you?
Communication!! We have access to history of all prior communication with each returning customers/clients so it helps keep track of everything and better assist them with context we can easily access.
Recommendations to others considering the product:
Definitely utilize the help center and Zendesk Live Chat for any questions you have about using the system.
Very intuitive and helpful
What do you like best about the product?
I like its simplicity. We are a small team, and we can set our workflows with it in a fairly easy way. Setup is easy, and integration with other tools we use like ClickUp has become unreplaceable.
What do you dislike about the product?
We need better statistics in cheaper plans. We haven't had the chance to try the more expensive plans, but the provided statistics could include longer periods of time.
What problems is the product solving and how is that benefiting you?
We do end-user support through Zendesk. We consider it a reliable tool after 5+ years of using it.
Recommendations to others considering the product:
Always explore the different modules they provide and make sure to take advantage of them. There are lots of them! You can always start small and then add new features.
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