Zendesk Suite
ZendeskExternal reviews
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Fantastic, Quick & Helpful Support.
What do you like best about the product?
The efficiency of Zendesk support and the ability to provide a clear and concise answer. I was first in the queue despite messaging them at the start of my workday. I was given the option of opening up the ticket again should I need any further help so that gave me peace of mind.
What do you dislike about the product?
Nothing at all! They answered my question and provided me with all that I needed.
What problems is the product solving and how is that benefiting you?
We deal with a variety of customers using our toolset. The benefits are too many to list! It truly is a fantastic software.
Customisation, flexibility and robustness
What do you like best about the product?
Ability to customise Zendesk to our needs
What do you dislike about the product?
Too many add on to purchase considering you have paid so much already
What problems is the product solving and how is that benefiting you?
Providing better customer support for our live events and we can now offer chat and phone support.
Recommendations to others considering the product:
Make sure you evaluate what you are going to use it for. To really make the most use you might want some dev help to customise it.
Zendesk review
What do you like best about the product?
Simple to use, great support, speeds up the workflow
What do you dislike about the product?
We haven't found anything that I dislike yet, fortunately.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to solve customer queries, and it provides better tracking of support requests.
Fast + Helpful
What do you like best about the product?
Support was fast and informative in resolving my issue.
What do you dislike about the product?
That I could not simply set up the service myself, and needed to reach out to support.
What problems is the product solving and how is that benefiting you?
We are linking our pre-purchased phone number with ZenDesk Talk. We are still working on it.
Zendesk Support Suite
What do you like best about the product?
Very powerful interface with many tools available right outside the box. The Zendesk Support Suite comes with most of the tools we need to make our buisness operations run.
What do you dislike about the product?
There are certain features of Zendesk that are locked behind a paywall or a different product such as Zendesk Sell, and Zendesk Sell is not quite powerful enough to replace our current sales software, Agile CRM.
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
What problems is the product solving and how is that benefiting you?
We have turned Zendesk into our support and helpcenter, as well as have configured through the use of webhooks a sales CRM in the support platform.
Recommendations to others considering the product:
Do your homework first to ensure that every piece of your business needs are covered, as you may need to piecemeal your solution together as we did.
Zendesk Support Suite
What do you like best about the product?
We recently transferred to Zendesk Support Suite, and so far, what I like best is the Guide Admin - article update. We can initiate the following process using the new functions:
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
1. Review Status – there is an option to submit for review before publishing the article. This way, we can monitor and keep track of newly created pieces.
2. Tasks – this function can assign an article task to update the article to a particular agent.
I created new process on how to assigning article review to Peerson of Contact in a certain Brand. Also, we are very interested in Automating Chat Bots. This will help the team to manage our resources to other workload. I also believe it will create better end-user experience as they will see article guide related to their concern. It will also help us boost our Knowledge Management site.
What do you dislike about the product?
I'm currently working on migrating our report from GoodData to Explore, and so far, I'm having difficulties. For instance, I created dataset that I cannot download through Excel and it turns out that I just need to edit the name. In addition, there are calculated filed that are not available in Zendesk Explore. I read similar concerns and have not addressed yet by Zendesk.
What problems is the product solving and how is that benefiting you?
First, I watched 2 Zendesk Training from Explore to re-create our Good Data report. It's challenging for me because there are metrics that I need to do from scratch because of different terminologies. Good thing that there are available articles to guide me.
Recommendations to others considering the product:
I will advise you to watch training videos and do not hesitate to ask questions for support.
Workable team
What do you like best about the product?
Chat and phone options that allow to easily navigate through
What do you dislike about the product?
The fact that we are not able to un-merge tickets
What problems is the product solving and how is that benefiting you?
Customer queries
Zendesk is really awesome!
What do you like best about the product?
Zendesk is
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
What do you dislike about the product?
Scenarios for talk lines are not covered enough.
What problems is the product solving and how is that benefiting you?
We are giving customer care, and it is terrific, how easy it is to bring all on one ticket.
Recommendations to others considering the product:
It is essential to align your processes to Zendesk. First, make yourself familiar, what Zendesk can do for you, and which "button" results in what. Then align your process to it. We managed to make some of our procedures tighter, thanks to Zendesk. So get all out of it.
Zendesk Support Suite is the best package for small-medium businesses
What do you like best about the product?
There is a wide range of products in Zendesk that together form a super powerful package. This allows us to easily integrate with other existing systems and databases to provide a complete Customer Support system. Also, agent efficiency is highly improved with the simplest interface. Agents don't need to install any extra software in order to access it, they can work from anywhere in the world. User friendly on the Help Centre side is also a big plus.
What do you dislike about the product?
I prefer to do email support rather than chat support as sometimes we don't have time to chat
What problems is the product solving and how is that benefiting you?
Mostly technical problems with customers. The best benefits are to have a fast/easy, and manageable support ticketing system.
Recommendations to others considering the product:
Extendability is what makes Zendesk powerful. Please keep improving APIs, App frameworks APIs, and other facilities inside Zendesk.
ZenDesk is the best platform you can use!
What do you like best about the product?
All the features that ZenDesk provides, and there are MANY! I love the live chat, and also the help desk articles are a great resource.
What do you dislike about the product?
There are so many features and apps that can be intergrated to ZenDesk, so it's hard to know where to begin or what is best for your business.
What problems is the product solving and how is that benefiting you?
Working remotely was our number 1 reason for looking at different platforms that can integrate with our systems currently in place. The benefits that we have realized and really loved are having our calls recorded and having the CRM system help identifying customers.
Recommendations to others considering the product:
Have a member from ZenDesk help with integrations.
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