Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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Great tool and supper fast support when you need it
What do you like best about the product?
The flexibility of the software that allows you to create your own groups and rules and the reports you can create
What do you dislike about the product?
I was going to say not having Conditional Ticket Fields... but just seen that they do this now so even better
What problems is the product solving and how is that benefiting you?
Customer related issues
Recommendations to others considering the product:
Great powerful piece of software
I love zendesk!
What do you like best about the product?
Zendesk keeps all of your customer's information, your communications and the status of the products all in one place. When we solve a ticket, it is always accessible, which helps when a customer comes back after years and we have to dig for their info!
What do you dislike about the product?
Honestly there is nothing that I do not like about zendesk. I went to a convention and I found out more features that we have utilized! When I went to the convention, I was able to learn a lot about zendesk, that any issues I was coming across were resolved in that learning center.
What problems is the product solving and how is that benefiting you?
We have completely did an overhaul of our procedures. I have implemented very useful macros and now solve tickets faster so we have a clean and easily usable zendesk dashboard.
Total Business Game Changer
What do you like best about the product?
Zopim Chat, I used to also use this remotely from my mobile phone. You can have a notification noise or desktop pop up to warn you of a customer on your website.
What do you dislike about the product?
The Green Colour, but other than that it was a pleasure to use.
What problems is the product solving and how is that benefiting you?
A huge rage of customer requests.
Recommendations to others considering the product:
Definitely worth investing in for your business no matter how large or small. People expect service when they go on your website. Move with the times and get Zendesk.
Zendesk Review Ticketing system
What do you like best about the product?
When someone writes an email it creates a ticket
What do you dislike about the product?
notevery response to an email should be a ticket
What problems is the product solving and how is that benefiting you?
organizing issues and creating cases and tracking the outcomes helps us become more successful and in return we can help our customers lower customer churn and create better knowledge base articles.
Great platform!
What do you like best about the product?
I like that I'm able to stay in contact with my customers no matter where the conversation has left off.
What do you dislike about the product?
The interface isn't the friendliest. However, the functionality of the service is great.
What problems is the product solving and how is that benefiting you?
I'm solving Saas client issues with this product.
Easy To Use And save all the Recordings
What do you like best about the product?
ticket raising and auto fill form available, help to resolve query on call. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.
What do you dislike about the product?
Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.
What problems is the product solving and how is that benefiting you?
When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.
Recommendations to others considering the product:
Sometimes ticket not opening, so we are not able to track that record..
Zendesk Review
What do you like best about the product?
Ease of use, the automation of triggers and macros. Allows transparency with our customers for example they are able to submit and manage multiple tickets via their own section within the support portal that comes with Zendesk. We publish a lot of Knowledge base articles so notifying existing users on new content is key and Zendesk does this very well where it allows the user to follow either users or sections in the community so they simply get an email once a new knowledge base articles is published. It allows our team to work on multiple tickets at the same time all on one screen flicking from one ticket to the next when needed. The integrations to other platforms is seamless like Jira, Aha and SalesForce. The integration with Teamviewer is by far the best however, it allows a one click button to connect into users workstations while logging the session details and any notes that were created while the remote session is connected.
What do you dislike about the product?
The reporting system. The built in reports are weak and you have to build reports to get the data out. For example the SLA times in the reports which filter into the wallboard view are based on 24/7 and not business hours so the figure is always false. The administration of ticket fields is also something I don't particular like. Reason is because we are constantly building the helpdesk and Zendesk there are always changes happening. If we find a new field we think is beneficially while inside a ticket, I would create that new ticket field, come back to the ticket and refresh the entire page which for some reason clears the content already in. This has happened a few times, again only a minor dislike but certainly does not put me off the product.
What problems is the product solving and how is that benefiting you?
Being able to split our VIP customers vs our Free users. Free users get a limited amount of support vs VIP where they get the most attention. ZD allows us to set rules based on these customers sets and even though the free users get limited, the communication is always consistent with Zendesk managing these processes.
Recommendations to others considering the product:
Stop looking at others, you have found the best so stop wasting time and get cracking on implementing Zendesk
Zendesk Review
What do you like best about the product?
It is simple to navigate and review your completed tasks
What do you dislike about the product?
Some glitches occur, but they could always be fixed with updates.
What problems is the product solving and how is that benefiting you?
Customer service questions and any other inquiries about the product we offer.
Zendesk is a fantastic program for all support!
What do you like best about the product?
Zendesk makes it easy to have all interactions with customers in one consolidated platform. We currently use their chat function, email and help center. Zendesk also integrates with other softwares to keep everything in a neat fashion in place.
What do you dislike about the product?
The only issue with Zendesk is their status page sometimes does not update in time
What problems is the product solving and how is that benefiting you?
We are able to pull reports based on ticket fields which help support grow and know the factors that may be impacting our customers.
I used this for start up company was fantastic
What do you like best about the product?
It was easy to use and the help desk were super supportive
What do you dislike about the product?
It was in early stages of zen desk I believe, I was a contractor of a start up insurance company and took the role of implementing this integrate it into the business customer service team.
What problems is the product solving and how is that benefiting you?
It was very new at that time and everything was still in beta however it was fantastic being able to customise and learn a whole new CRM function.
I especially loved the macros and being able to log calls with tickets
I especially loved the macros and being able to log calls with tickets
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