Zendesk Suite
ZendeskExternal reviews
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Smooth and great experience
What do you like best about the product?
Zendesk is a great tool for helpdesk usage, as it is self evident and implicit on how to use. There are no hard to spot features.
What do you dislike about the product?
Sometimes it is laggy and performs slow. Outages are at least once a month, for a short period.
What problems is the product solving and how is that benefiting you?
I am solving online customer technical problems. Zendesk is a great way to distribute tickets in a team and a great benefit is that it keeps track of all incoming requests which can be categorised.
Interesting pricing,reputable ticketing system and proven efficiency,Zendesk chat is a great choice
What do you like best about the product?
One feature that deserves much attention is the pre-chat form. Basically, you ask your visitors to enter some information before joining the conversation. Therefore, if you have a high priority chat or someone who should be sent to a particular department, you can do so by setting this preform correctly according to what you are looking for.
Another quality of zendesk chat that should be highlighted is its mobile apps for either android or ios. Zendesk Chat provides the mobile apps and features needed for all support staff to work from anywhere.
Another quality of zendesk chat that should be highlighted is its mobile apps for either android or ios. Zendesk Chat provides the mobile apps and features needed for all support staff to work from anywhere.
What do you dislike about the product?
Zendesk Chat does not have the useful co-browsing feature. This means you cannot share screens with the user and create an interface where you are visually teaching the customer as well as with your chat.
What problems is the product solving and how is that benefiting you?
Seeking to improve our support procedures, our company decided to look for a solid chat module with excellent customer support, after some research choosing zendesk chat became easy, it seemed to have what we were looking for like its excellent mobile apps that allowed our support agents to stay connected from anywhere.
Recommendations to others considering the product:
I would recommend Zendesk Chat for eCommerce stores without the current need for co-browsing. That's the only real downside I see in Zendesk Chat right now, but the price is right and you can manage your agents and customers in a way that makes everyone happy.
Support Engineer
What do you like best about the product?
I like that Zendesk provides a clean and user-friendly ticketing system along with the different kinds of macros I can set so I don't always have to type the same things for some responses.
What do you dislike about the product?
There is some confusion when I try to add followers and tag other agents into tickets as my colleagues have recently found that I not only need to tag the agent into the ticket but I have to add them to the followers section in order for them to get an email about the ticket.
What problems is the product solving and how is that benefiting you?
I am solving customer-based questions and issues raised about bugs. The benefits I have realized is that my company uses Zendesk in connection to Steptracker where when I put a Zendesk ticket on hold, a tracker will be created from it which saves us a lot of time for the amount of trackers we have to open to raise to engineering.
Great Software
What do you like best about the product?
ZenDesk has mastered communication. When working with potential clients everything is documented and easily pulled up when needed.
What do you dislike about the product?
I have noticed sometimes there is a bit of delay Sending out emails.
What problems is the product solving and how is that benefiting you?
With zendesk support, potential clients can easily email, chat, or call us and it is always documented.
Recommendations to others considering the product:
I would recommend Zendesk support. I have enjoyed using it.
Best Support Tool both for customers and users
What do you like best about the product?
Ticketing system is awesome. Reporting tools are just great with plenty of metrics to be taken into account.
What do you dislike about the product?
Some of the integrating apps are hard to understand and, in my opinion, should be developed by Zendesk itself and not third companies.
Explore and Insights need quite a lot of time to be understood and handled efficiently.
Explore and Insights need quite a lot of time to be understood and handled efficiently.
What problems is the product solving and how is that benefiting you?
Main communication channel with customers.
Recommendations to others considering the product:
Get the initial set up done by zendesk to avoid problems that can not be easily fixed!
Zen desk support
What do you like best about the product?
I like the fact that this is user friendly and can be accessed easily by anyone who has the connections for it.
What do you dislike about the product?
It’s helpful in providing support to anyone who has access to it.
What problems is the product solving and how is that benefiting you?
Whenever i need to access a help tool this is a great one for help.
Recommendations to others considering the product:
Just follow the tutorial when prompted and you should be able to have easy access.
Affordable and gets the job done.
What do you like best about the product?
Zendesk is incredibly easy to set up. It took less than 2 days to fully implement Support.
What do you dislike about the product?
The reporting leaves a bit to be desired
What problems is the product solving and how is that benefiting you?
We use Zendesk Support for our email platform. It helps streamline the process of interacting with our customers as their account info, email history and chat history are all visible within the pane.
Recommendations to others considering the product:
Invest in learning how to maximize the reporting. It's the only facet of Zendesk that isn't near perfect right out of the box.
It is a very good platform
What do you like best about the product?
I like that tickets are easy to find through search.
What do you dislike about the product?
I don't like how difficult it is to use triggers.
What problems is the product solving and how is that benefiting you?
Technical support problems.
Recommendations to others considering the product:
Use it
Good for support tickets getting resolved
What do you like best about the product?
the feature of using permalink and the ticket getting generated at the portal
What do you dislike about the product?
The tracking system of the tickets. It should get better
What problems is the product solving and how is that benefiting you?
Internal product related issues. I generally raise the tickets. The team working on it effectively performs the actions. So far its fine.
Recommendations to others considering the product:
Its a good enough product
Zendesk
What do you like best about the product?
I loved the flow and being able to toggle between the channels as well as dividing customer inquiries into various categories making it efficient to respond to them
What do you dislike about the product?
There was nothing I disliked severely. It was a very streamline software.
What problems is the product solving and how is that benefiting you?
Being able to respond to customer queries quickly
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