Zendesk Suite
ZendeskExternal reviews
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Amazing experience, just need to simplify the reporting
What do you like best about the product?
Agent workspace is very user friendly and automation/triggers
What do you dislike about the product?
Reporting needs to be more easily accessed and editable
What problems is the product solving and how is that benefiting you?
Using zendesk as the primary source of all customer related inquiries And we'll be integrating ERP as well
The system has a lot of capabilities but some of them are not so intuitive to user
What do you like best about the product?
I like the help center and the search articles mechanism
What do you dislike about the product?
The bot is a bit limited with it's capabilities, although it is giving a good first reponse
What problems is the product solving and how is that benefiting you?
It gives me to use the bot for my customers and the help center for both internal and external use
Easy to use Zendesk
What do you like best about the product?
easy to use and not complicated and user-friendly My issues were sorted so easily and quickly the process was smooth and easy it help me to get my work done easily zendesk is so easy to use and the support team response is quick
What do you dislike about the product?
Things I dislike about zendesk are some times phones get disconnected and it takes longer to connect with customers
What problems is the product solving and how is that benefiting you?
it is helping us to connect with our patients and sorting their issues
Excellent all round product
What do you like best about the product?
Implementing the Zendesk Support Suite has been a massive improvement to the business and its operations. The suite has made emailing customers more streamlined for staff.
What do you dislike about the product?
No system is perfect and the Zendesk mobile app certainly holds itself to this. The mobile app needs a major overhaul. It doesn't have all features the desktop version has and isn't easy to use.
What problems is the product solving and how is that benefiting you?
Before implementing the support suite, work completion tracking was very difficult. The suite has provided a high level of visibility for work in progress/completed.
Zendesk Live Chat
What do you like best about the product?
The timely response, I was able to receive help within minutes
What do you dislike about the product?
I have no dislikes so far, I've heard the system can be buggy at times
What problems is the product solving and how is that benefiting you?
Generating a link without sending an email to the client
A flexible support solution with solid integrations
What do you like best about the product?
The knowledge base and support systems in place to help us when we need them are one of the best features in Zendesk. Having a team available to chat or via email is a huge relief, especially if things feel uncertain in setting up new systems. The community forums are always quite helpful as well.
What do you dislike about the product?
While it is definitely flexible to an extent, some of the features feel like Zendesk was built for enterprise-level companies first, with SMBs coming in second in terms of functionality. I'd love to see a bit more customizability within the dashboard itself similar to something like Gorgias or Reamaze.
What problems is the product solving and how is that benefiting you?
It's helping us build a shared ticketing system across a few different teams for ecommerce and support. On top of that, it has helped us build a custom knowledge base that fits our branding and our main site (thanks to some additional work from a third party).
Super Easy to Use!
What do you like best about the product?
The resources available when additional information is need are absolutely amazing.
What do you dislike about the product?
The only thing I can say I dislike is not know that resources are available to me.
What problems is the product solving and how is that benefiting you?
My team has become much more efficient because of the different tools available. Once I became aware of them, I was able to prioritize and implement.
Always helpful
What do you like best about the product?
The fast response time is great and make sit better for us that are in a hurry to get a customer help.
What do you dislike about the product?
That sometimes you are unsure what team to ask for help.
What problems is the product solving and how is that benefiting you?
When we have an issue with something being down or not working properly it is usually resolved very quickly so that we can get back to our customers in a timely manner.
Their features are quite expansive and the general user interface is quite accessible.
What do you like best about the product?
I think Zendesk's automation features & API within Support Suite it make it very customizable to catch a wide variety of scenarios. Things like triggers, automations, macros, and more go a long way in helping to expedite the support baseline for our agents. The interface also generally has a nice aesthetic and is easy enough for new agents to pick up.
What do you dislike about the product?
There are small improvements that could be made to flesh out certain launched features. For example, some features like Triggers can be filtered while Automations cannot. I wish there was consistency in the level of Support here. The only alternative to these situations is more manual work/searching and or sometimes using the Zendesk API. However, using the API is limited as well sometimes and/or requires some additional scripting.
What problems is the product solving and how is that benefiting you?
It helps us respond to customer inquiries through a unified channel and in a timely manner. It accomplishes this primarily by providing our agents with a consistent workflow that can be constantly iterated over and optimized. Happier customers means better retention for us.
Zendesk!! Simple and Easy tool - Support
What do you like best about the product?
The Support suite is well suited for all
What do you dislike about the product?
License Cost - the only reason why we find it difficult to expand.
What problems is the product solving and how is that benefiting you?
Client ticketing with SLA's Management was the best feature and that has always helped in ensuring the we reach out to clients in timely manner.
Automation in Zendesk is the best i have seen so far.
Automation in Zendesk is the best i have seen so far.
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