Zendesk Suite
ZendeskExternal reviews
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Good software for small teams
What do you like best about the product?
Perfect software for 2-5 people but it gets expensive when you get more people.
What do you dislike about the product?
The price and its pretty confusing in the admin..
What problems is the product solving and how is that benefiting you?
Makes it easier to communicate with customers and know who has said what to be able to not say diffrent things than your colleagues
Excellent customer service
What do you like best about the product?
Quality service, quick answer to my questions
What do you dislike about the product?
For now, nothing I dislike. Positive experience.
What problems is the product solving and how is that benefiting you?
I received all the help needed to set my account properly.
Help with an integration
What do you like best about the product?
The Zendesk bot was very useful and helpful in narrowing down what I was experiencing.
What do you dislike about the product?
It took a day to get a response, but that's understandable.
What problems is the product solving and how is that benefiting you?
We had an integration/login issue that we solved ourselves.
Trusted Servicing Platform
What do you like best about the product?
I like how tickets can be organized by creating separate queues. I also really like that the ticket will reopen if a response is received by an outside party responding to the side conversation email. I also love the ability to input templates by using macros already set up.
What do you dislike about the product?
I think Zendesk could be better with communicating to other systems outside of Zendesk from the ticket within Zendesk itself. Also remove the function that creates a separate ticket when making a call unless placing the call using the link above the notes section.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to keep a record of all correspondence with the customer and of actions taken when solving a service issue for that account. Also allows for other forms of communication such as email responses.
An easy-to-use, powerful Support CRM.
What do you like best about the product?
Knowledgebase is searchable from the same screen as the tickets.
What do you dislike about the product?
There is nothing that I dislike. It is a well designed product.
What problems is the product solving and how is that benefiting you?
Zendesk helps me to provide complex tech support to hundreds of customers .
If you can't find your solutions, they will find it for you
What do you like best about the product?
I like the widget chat, your support are helpful, but I wish to cut down on research time since they provide articles that I still have to read
What do you dislike about the product?
there's too many articles to read and it seems like it's all a workaround instead of actual solutions
What problems is the product solving and how is that benefiting you?
I'm not really sure what Zendesk has in store for us right now, but I hope they are working on having native desktop notifications (no third party required)
Fairly Quick - Good Intel
What do you like best about the product?
The chat from the app was easy to use and the follow up email allows me to continue on desktop
What do you dislike about the product?
The interface was fine, but the message of it may take 2 days to get a response was a tad disheartening.
What problems is the product solving and how is that benefiting you?
Help articles are decent for the quick questions. Don't have to use live support often but it went fairly well.
Zendesk is an easy system to use with advanced features to make the work simple.
What do you like best about the product?
I like all of the customizations and automation that I can create to make the job more streamlined and remove busy work.
What do you dislike about the product?
I wish there were more out of box things for closing pending tickets automatically or similar things.
Though my biggest pet peeve is how cluttered a ticket can get when the customer is responding back and forth and keeping parts of the previous conversation in the email. It can cause a support ticket thread to get massive quickly.
Though my biggest pet peeve is how cluttered a ticket can get when the customer is responding back and forth and keeping parts of the previous conversation in the email. It can cause a support ticket thread to get massive quickly.
What problems is the product solving and how is that benefiting you?
Zendesk solves the problem of how to keep in contact with the customers and organize the issues they are having in a way that makes it easy to handle the problems as efficiently as possible
All that and a bag of chips!
What do you like best about the product?
With Zendesk Suite, you have the opportunity to improve all aspects of your business. From Talk to Support tickets and everything in between. The sky is the limit.
What do you dislike about the product?
I haven't found anything I really dislike. If anything I would say that sometimes I can't accomplish what I want to. Most of what I can't do is due to being in an EAP.
What problems is the product solving and how is that benefiting you?
Visibility into customer issues and concerns
A one-stop shop for our knowledge base. Both internal and external.
A way to track phone calls using Talk.
Zendesk has helped us improve customer support across the board.
A one-stop shop for our knowledge base. Both internal and external.
A way to track phone calls using Talk.
Zendesk has helped us improve customer support across the board.
Widely used tool that fulfils your customer support needs
What do you like best about the product?
The entire package of tools that are connected. We can answer on emails, calls or chats within the same platform.
What do you dislike about the product?
The licensing is not hospitality friendly in the way that we are a seasonal company that has a lot more customer service employees in the summer period. Yearly licensing and the reduced rates that come with it are therefore not an option for us.
What problems is the product solving and how is that benefiting you?
An easy way to follow up on customer questions across platforms.
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