Zendesk Suite
ZendeskExternal reviews
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Zendesk Talk is Amazing!
What do you like best about the product?
I love that it is still functionable when minimized so you can continue working. It integrates with other parts of Zendesk very seamlessly; chat, guide, the ticketing system.
What do you dislike about the product?
I would like to be able to personalize with color and also a different ringtone.
What problems is the product solving and how is that benefiting you?
It has clear quality and doesn't interrupt your other work elsewhere on the screen. Very user-friendly. Our team is also prompted to leave notes which leads to better customer service. Thank you Zendesk!
Support
What do you like best about the product?
Zendesk is our main ticketing system that we use. It is straight to the point, easy to use and work through and very organized.
What do you dislike about the product?
The system likes to crash, freeze and not display viable information.
What problems is the product solving and how is that benefiting you?
Being able to handle our customer accounts in a timely fashion.
Best live chat ever for business
What do you like best about the product?
M using zendesk for my websites it’s helpful
What do you dislike about the product?
I think not negative thing in zendesk I was using that many years
What problems is the product solving and how is that benefiting you?
Using zendesk I got more lead from my money sites
Recommendations to others considering the product:
People using zendesk free live that pack
Easy to use!
What do you like best about the product?
Zendesk is able to do a ton that is vital to CX support needs
What do you dislike about the product?
Product development is often slow and a lot of QOL requests go ignored
What problems is the product solving and how is that benefiting you?
Zendesk can be cumbersome to manage, but it does so much that it evens out
customer friendly
What do you like best about the product?
i'ts easy to assign roles and manage and easy to use for both agents, admins, and customers.
What do you dislike about the product?
it completely not useful when integrated with knowledgebase.
What problems is the product solving and how is that benefiting you?
customer interaction.
Zendesk is very helpful and reliable!
What do you like best about the product?
I like Zendesk Chat's speed and the ease of monitoring chat activity using it.
What do you dislike about the product?
Sometimes there are service outages and that can be frustrating, but I don't think that's really anything Zendesk can do anything about. They are prompt in communicating what's happening and also making sure it's fixed.
What problems is the product solving and how is that benefiting you?
We're solving the problem of chatting with our customers - this is another channel where they can easily reach us. We've realized that customers enjoy chatting with us and we tend to get higher customer satisfaction from chat than with other channels of communication.
Amazing Support Ticket tracking
What do you like best about the product?
I love how intuitive Zendesk is to use when you are maintaining a log of activity in regard to a specific customer support ticket
What do you dislike about the product?
I have been using Zendesk for about a year now and have yet to run into any shortcomings in the systems functionality
What problems is the product solving and how is that benefiting you?
We are using Zendesk to track open customer support tickets, and maintain a through log of all the information tied to the issue.
Recommendations to others considering the product:
If you are in need of a comprehensive system to monitor and maintain any customer support logs, Zendesk is the easiest to use system I have come across in my professional experience.
Easy to use
What do you like best about the product?
Love that the app allows a similar experience to if I was on a computer.
What do you dislike about the product?
If there are many conversations, it'd be helpful to just see the name and date submitted with the option of clicking in and viewing actual content. This would provide easy access to information as needed. Would love if there was flexibility in exporting data (ie: identify top issues)
What problems is the product solving and how is that benefiting you?
Logging issues and concerns.
Best in class for customer support and knowledge management
What do you like best about the product?
Zendesk's built-in knowledge management tools like macros, Internal and External Guide, as well as knowledge capture
What do you dislike about the product?
While I love how that knowledge management can be integrated into the agent’s main zendesk dashboard, the “articles” system feels outdated and limiting. It makes more sense to have “wizard” style guided workflows to reduce effort and streamline research
What problems is the product solving and how is that benefiting you?
Zendesk is a highly customizable, versatile, easy to use tool for customer support teams. As a new hire I found the learning curve to be pretty low. Seamless integration with knowledge management makes managing a large email queue a breeze— no need for support agents to hand write every single response. The filtering options make triaging customer emails especially easy. I also love how easy it is to imbed links in an email body, include attachments, and even emojis! I love that it supports both email and SMS communication with customers. You can see responses coming through in real time!
Recommendations to others considering the product:
It’s a convenient, versatile, customizable option that will be easy for your agents to use. It’s popular for a reason! My current company uses Netsuite and I miss Zendesk terribly!
Zendesk greatly helps our customer support team streamline and manage our communications.
What do you like best about the product?
I like that we can connect and share cases with our partners in Zendesk and we can customize to fit our needs. We also use the application to manage our social media communications.
What do you dislike about the product?
Support is limited to self-help and we have had difficulty creating customized reporting.
What problems is the product solving and how is that benefiting you?
We have been able to streamline our communications and identify trends.
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