Zendesk Suite
ZendeskExternal reviews
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Great tool for support team
What do you like best about the product?
Easy workflows, very intuitive for the support agent to interact with the customer. Integration with Slack allows our team to be notified in real-time about new support topics.
What do you dislike about the product?
Reporting (e.g. on SLA performance) is limited and clunky.
What problems is the product solving and how is that benefiting you?
Zendesk allows our support team to easily interact with customers and resolve their problems quickly. Looping in second line support or additional customer stakeholders is very easy. At all times, we have a good view on open support items.
Great, simplified ticketing system
What do you like best about the product?
The simplicity with which you can see and manage tickets, and the complexity and search power and capabilities. You are able to track each of the issues, or sort depending on various different fields that you may use and require. The macro utility is really useful, it is really versatile and a tool that can and usually does have a great impact at the moment of ticket field completion (really helpful for sorting the tickets) and reduces the time required for filling the information a whole lot. The dashboards and tracking is also great and has many, varied and flexible sorting, cataloging and searching options. Overall a useful and amazing tool
What do you dislike about the product?
At times the search system is not as intuitive. Though it is really powerful and complex it can be a bit hard to pick up at first. Training (at least from our perspective) was not as really accessible and at times it felt like it was up to the user to research and learn how to use some of the features.
What problems is the product solving and how is that benefiting you?
It has been great for ticket tracking and metrics. The time reduction from the macro tool was really helpful to reduce ticket attending times and helps reduce human errors by making sure that the fields are consistently and constantly filled up correctly (provided that the correct macro was used in order to fill the information).
Recommendations to others considering the product:
It's a great tool that will greatly improve your workflows and metrics reading
Practical and modern.
What do you like best about the product?
We have obtained the best experiences with Zendesk, it has adapted to our requirements in an incredible way and its platform offers its services and support in more than 30 languages its customer service in general terms is very efficient and responsive, its user interface is modern and customizable and intuitive.
What do you dislike about the product?
It is necessary that Zendesk develop a mobile application for Android and iOS to optimize its functionality as a platform and increase its accessibility to companies on some occasions the information of the resolved tickets is hidden and I personally consider that this should not happen.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to simplify all those daily activities that usually tend to be quite complex and require a large investment of time and space, this is an application that allows us to automate the processes and perform the fulfillment of each phase that complements them in order to obtain positive results and turn the working day into a totally pleasant and simple management, it benefits us a lot that instead of sending us annoying emails that can be quite tedious and take time away, this application replaces them with the option of notifications, which solves us the day from beginning to end.
Recommendations to others considering the product:
It is recommended for those medium-sized companies that need a solution that speeds up all those processes that require time and dedication, optimizes and simplifies them, so it becomes a tool capable of improving the entire management of the company from beginning to end, as long as Develop within the same context.
Easy to set up and organise
What do you like best about the product?
The ease of implementation, segregation, creation, and organisation of articles for the help centre.
What do you dislike about the product?
You have to use a 3rd party to customise your help centre's appearance. There should be an easy option to model the Help Center. Still, if you know HTML or have colleagues, you can design the Help Center to your liking.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk Guide solves is reducing the number of contacts a company receives as the clients can use it to find required information instead of turning to CS. Setting up numerous auto responses based on various rules makes every CS manager's life much easier.
Recommendations to others considering the product:
If you want to use different that the original Zendesk guide theme, please look for other vendors who provide such a service. Knowledge of HTML is beneficial if you want to make some cosmetic changes yourself.
Zendesk promotes the communication and monitoring of tickets
What do you like best about the product?
I love this tool because I can use it as an internal support product to maintain a serious, objective and consistent communication with the objectives of my clients. Also, I can track the tickets by registering interactions. It is worth mentioning that it is intuitive, colorful and with a very dynamic call functionality for the enjoyment of the software. Without a doubt it encourages communication.
What do you dislike about the product?
I have nothing against Zendesk, I think it is tailor-made for optimal business support performance.
What problems is the product solving and how is that benefiting you?
We have worked with Zendesk in several facets, mainly as an internal support tool to keep our customers satisfied and answer their questions about our projects. In addition we have adapted it to almost all departments and through the registration of tickets we can have an internal order of the suggestions and demands of the company's workers.
Recommendations to others considering the product:
It is highly recommended to all people who wish to obtain excellent internal functioning in terms of support and tracking of tickets. It definitely meets all the minimum requirements that a software of this nature must have, it is fast and efficient.
zendesk the best software for customer support chat
What do you like best about the product?
It is good software for asking question to clients
What do you dislike about the product?
Some times it is annoying to customers because when customer visits the website the chat appear again and again
What problems is the product solving and how is that benefiting you?
It is Useful for solving customer issues and queries
All the necessary tools integrated right in the software
What do you like best about the product?
I love the fact that I can email customers, take chats, and look at my companies internal knowledge base right from the zen desk platform. Since it is web based I can access it from any of my computers. Especially helpful when I’m working from home and have to travel.
What do you dislike about the product?
I wish there was a more streamline way to view your metrics. To see more of how many chats you take, average time, how many missed etc. This would help with productivity.
What problems is the product solving and how is that benefiting you?
I actually don’t have any problems, just adding more content and updating articles. It is a time saver having that built in.
Could be better
What do you like best about the product?
Pretty intuitive and easy to learn/adapt
What do you dislike about the product?
Not that useful for reports or data insights
What problems is the product solving and how is that benefiting you?
gets the job done but reporting could significantly be improved, especially for historical data
Easy and Efficient Help Desk Software
What do you like best about the product?
Zendesk makes it easy to respond to customer questions and concerns. Having Zendesk Support allows our team to determine the number of tickets pending, recently solved, unassigned, and each team member's individual unsolved tickets. This allows our team to efficiently divide and conquer our incoming tickets.
What do you dislike about the product?
Overall, I do not have any big complaints for Zendesk Support. However, it can be difficult to locate a ticket that was solved. Often, the number of solved tickets and touches for each support agent is inaccurate.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support as our help desk to respond to users' questions and concerns. The benefits of using Zendesk are endless. Our team has been able to efficiently interact with our users, track our most frequent ticket topics, and create macros to help us quickly respond to tickets.
I have had the pleasure of using Zendesk for the past 6 years
What do you like best about the product?
I like how simple, and user friendly it is. It is very easy to organize, and filter support tickets easily.
What do you dislike about the product?
Sometimes it slows down, but I believe it is all of the plugins I use that is the cause.
What problems is the product solving and how is that benefiting you?
I solve disaster recovery issues daily, and the benefits is how easy it is to navigate when you are on a time crunch, and have to sift though many tickets at once.
Recommendations to others considering the product:
Add more plugins. Salesforce has more plugins, but Zendesk is superior in all aspects of the ticketing system.
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