Zendesk Suite
ZendeskExternal reviews
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Everything you need from a customer service ticketing solution
What do you like best about the product?
It's easy enough for anyone to jump into but is also full of powerful features to customize it to your needs, there are also new features every month so always have new things to try.
What do you dislike about the product?
The explore tool to create your own dashboards of charts and tables to analyze your ticket and call data is significantly more complicated than the rest of the suite, also it seems to be able to monitor chat statistics, known as messaging, we need to upgrade to the enterprise version of zendesk which is a bit more expensive, but since we only have 4 chat agents, it doesn't make sense to upgrade all 20 something agents to it, would be nice to only upgrade it for the ones that are using it
What problems is the product solving and how is that benefiting you?
Zendesk helps our customers reach out to us through calls, emails and chat, and helps us internally organize those tickets, manage them and distribute them to the right agents, and lets us work though all escalations from within zendesk reducing the need for additional tools and helping keep all of the information in one place
Chatbots made easy
What do you like best about the product?
Flexibility and range of options in building intents in great. I try to make use of most of the available features in order to offer the best experience to our customers. API integration is working fantastic and helps us provide great support. Collaboration with the team is also great - really appreciate the support received.
What do you dislike about the product?
From a user perspective I am really looking forward to the opportunity to work on integrations without the need to involve other departments (devs). I'd also love to be able to reduce some manual work in creating or edititng intents by having the option to use some presets / clipboards with frequently used message structures.
What problems is the product solving and how is that benefiting you?
Removing repetitive questions from reaching our Customer Support agents and handling conversations where no agent interaction is needed while also collecting information from the clients before escalating chats in order to reduce the interaction time of the agent.
Simple to use, effective delivery of solution
What do you like best about the product?
It was easy to find, and the agent came to the message request quickly, so I didn't have to wait long. The bot had some simple ideas, and the links to community discussions were helpful.
What do you dislike about the product?
Unfortunately, the links to the community discussions didn't help solve the issue. There could be a way to automatically provide a solution to the problem on the community board after the issue has been resolved.
What problems is the product solving and how is that benefiting you?
It has quick and easy access to help, which fortunately it was the first time we've had to contact someone about a problem. It helped to solve an issue that was slowing down our ticket solving.
Great tool for start up companies!
What do you like best about the product?
The most user-friendly tool I've used ever. Best interface, flawless design. Easy to navigate as a new user, I can cater to our member's concerns much faster as it has one conversation.
What do you dislike about the product?
It may have bugs sometime as it doesn't notify me if we have chats or SMS. It is also laggy or slow when we have so many messages in our inboxes and sometimes our inbox is not organized.
What problems is the product solving and how is that benefiting you?
It caters to so much of our customer service in the past. We used it for emailing members, chatting with members, and calling our members. It was beneficial as it is easy to navigate.
ZenDesk is an Easy Way to Work
What do you like best about the product?
It is easy to use and can be navigated intuitively
What do you dislike about the product?
The reporting could be improved to be a lot more user-friendly
What problems is the product solving and how is that benefiting you?
Zendesk allows the creation and tracking of issues until resolution
User friendly
What do you like best about the product?
The bot response is quite simple. it will not force you to select the options available on the screen.
What do you dislike about the product?
Live agent response time is slow, i will not get any response within 4 hours. Normally the response will only get next day afternoon.
What problems is the product solving and how is that benefiting you?
Zendesk trigger, automation and explore issue. This has benefits my agents who working on the zendesk, ticket volume has been reduced.
They are good but reporting could be better.
What do you like best about the product?
I like that there is availability to speak to the guys via livechat. There are forums but I feel it can be difficult to find a resolve to your problem.
What do you dislike about the product?
There are forums but I feel it can be difficult to find a resolve to your problem.
What problems is the product solving and how is that benefiting you?
I am still ongoing with them at the moment but I am waiting to hear back from my account manager on further information.
I dont; typically recommend anything so most times I answer 5, if I did it would be a 10.
What do you like best about the product?
Its comprehensive support suite, not super cheap but not the most expensive either. Muli branding is a good feature as it looks more professional to clients. The tools around configuring email/DNS are very comprehensive with full DKIM/SPF support etc.
What do you dislike about the product?
The "guide article in multiple locations" ticket open for 10+ years. Content blocks are cool, but sometimes simple is better. Lite-Agents is an additional cost which was not made clear when I switched to enterprise plan.
What problems is the product solving and how is that benefiting you?
We have to manage end-user support for a fair amount of users, this allows us to do so via email phone (and other options should we need to) in a central location.
Great product and good support
What do you like best about the product?
The ease of integrating multiple chat platforms, email, WhatsApp, widgets etc... into one easy to use system, which makes it easy to collaborate with your team (through side conversations) and your customers. Being able to solve tickets with a few clicks saves time and energy, making it possible to decrease the amount of people needed to provide customer care. The support provided by the Zendesk team is generally good with a good response time.
What do you dislike about the product?
Customer identifiers are set by email only. If your client base is largely through social messaging and not email, it becomes a little tedious to keep linking social messaging profiles in new tickets to the email profile of a client.
What problems is the product solving and how is that benefiting you?
As a non-profit with multiple digital innovations, Zendesk helps us solve technical difficulties or questions that arise from our users, enabling them to continue working in the field to assist our beneficiaries.
5 years of zendesk and couldnt be happier!
What do you like best about the product?
Zendesk is the easiest support suite to set up in my experience. We have been using it for over 5 years and most of that time I have been in charge of the setup. Everything from groups, to triggers, to the user interface, is all very thought out and logical to use. We use it both for customer-facing and internal support.
Zendesk's support to us as a business is also phenomenal.
Zendesk's support to us as a business is also phenomenal.
What do you dislike about the product?
There is of course always things that can be better. In particular more control of the triggers and more options there would be both super cool and super useful. We sometimes encounter things that we cant do, but more often than not its something we can work around or that we don't actually need.
What problems is the product solving and how is that benefiting you?
Zendesk helps us help our customers. When they have an issue they come to us and most of the time we can fix it completely from within Zendesk (with the help of our custom app). It also helps us keep our internal IT support organized.
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