Zendesk Suite
ZendeskExternal reviews
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Zendesk makes organizing issues a breeze!
What do you like best about the product?
-We can sort and reassign issues within the company.
-You can make private notes on tickets that customers can't see but team members can.
-You can make private notes on tickets that customers can't see but team members can.
What do you dislike about the product?
-When a user has been repeatedly added from Suspended it should add that user to the safe list.
-The search feature is a little tricky and puts the tickets in an unusual order.
-The search feature is a little tricky and puts the tickets in an unusual order.
What problems is the product solving and how is that benefiting you?
Organizing customers within their business domain.
Zendesk integrated web support
What do you like best about the product?
Zendesk is a set of professional tools to provide complete technical support through the web, especially with Zendesk Support it is possible to manage the support of our company through one of its chat applications.
As an administrator the tool presents a dashboard very well organized and visually pleasing where we can configure the functioning through an assisted assistant in which the support agents are also added and assigned to their support department. Using departments we can separate the different parts of our business and give a differentiated support assigning experts to each one.
As a user we have a chat to interact and solve problems and we can also avail ourselves of a FAQ of frequently asked questions to solve the doubts without saturating the support.
As an administrator the tool presents a dashboard very well organized and visually pleasing where we can configure the functioning through an assisted assistant in which the support agents are also added and assigned to their support department. Using departments we can separate the different parts of our business and give a differentiated support assigning experts to each one.
As a user we have a chat to interact and solve problems and we can also avail ourselves of a FAQ of frequently asked questions to solve the doubts without saturating the support.
What do you dislike about the product?
Although the application is excellent, its price is somewhat high especially for companies with a large number of technical support agents.
What problems is the product solving and how is that benefiting you?
I am using zendesk as a support agent in my work and I think it is very efficient how the application distributes the tickets among the different agents so that the work is solved faster and we avoid that the system is saturated with unresolved tickets.
Recommendations to others considering the product:
I recommend that you use Zendesk if you are looking for a simple application to configure and that can offer support to a large number of people, also if you are a large company and you know you need a number of high support agents I suggest that before buying the app try to contact with the company and see if it is possible to get some kind of discount.
Works Perfectly for my needs!
What do you like best about the product?
I like that I get notified anytime a ticket is created by a client so I can follow the progress and escalate when necessary.
What do you dislike about the product?
I wish that it didn't close the ticket screen after I make a new comment on the ticket.
What problems is the product solving and how is that benefiting you?
It allows the support teams to stay in communication with each other and the client keeping the issues front of mind with a clear trail of communication.
Good if used properly
What do you like best about the product?
I like how you can track incoming tickets and how we can run analytics and statistical reports.
What do you dislike about the product?
I don't like how if someone responds to an email on the user side, but the ticket has already been closed, it creates a new ticket instead of opening a new one.
What problems is the product solving and how is that benefiting you?
We we able to pull reports for clients using the statistical reports. We were also able to track a large amount of income requests in an organized and concise way.
very user-friendly
What do you like best about the product?
we enjoyed that this software was already familiar to us because of the various other zendesk programs we already have in use. the graphics, language, and layout are typical of zendesk and very easy-to-use. it garners more data in more unique areas than than we used in the past and the output is excellent to add immediately to presentations and other areas for easy and quick review.
What do you dislike about the product?
there was not much that we disliked about this software, we did ht a few snags in set-up but that was time-limited. i imagine that if one is new to the zendesk set of software, there might be a learning curve, but that should not be an issue.
What problems is the product solving and how is that benefiting you?
we loved being able to gather more data from the customer experience than we had in the past, in more nuanced areas that we think was not captured by other software. there is more data than we could initially utilize, which was great and allowed us to gain more answers for the detailed questions about the consumer base.
Recommendations to others considering the product:
Go for it, it is easy, valuable, and a more nuanced way to mine consumer data.
Helpful and Intuitive
What do you like best about the product?
It is an intuitive platform for data analysis.
What do you dislike about the product?
Overall the product is spot on. Work through all the trainings to utilize it to its full capacity.
What problems is the product solving and how is that benefiting you?
Expansion of product through data analysis.
Recommendations to others considering the product:
Fully train your staff to utilize it to its full extent.
Great product, but can use some work
What do you like best about the product?
The ease of use and ability to navigate the product
What do you dislike about the product?
The additional features you can buy are not up to par compared to other CRM Sytems
What problems is the product solving and how is that benefiting you?
The ease of use for our reps - we can easily see ticket histories, old data/tickets, etc.
Great Tool
What do you like best about the product?
I really enjoy the interface of the software.
What do you dislike about the product?
I don't have any complaints with Zendesk Explore.
What problems is the product solving and how is that benefiting you?
allows us to track our client's experience within our company.
Excellent Tool for Customer Analytics
What do you like best about the product?
- easy to understand and make new dashboards
- easily filter all data to really figure out what is going on with your consumers
- publish dashboards to share with other team members and stakeholders
- inexpensive
- easily filter all data to really figure out what is going on with your consumers
- publish dashboards to share with other team members and stakeholders
- inexpensive
What do you dislike about the product?
- a little bit of a learning curve
- I haven't found the product integrations useful
- I haven't found the product integrations useful
What problems is the product solving and how is that benefiting you?
- better understanding customers and their behaviors
- we have benefited being able to easily manage our data and analyze it and create stories instead of just viewing the raw numbers and trying to get people to make sense of them
- we have benefited being able to easily manage our data and analyze it and create stories instead of just viewing the raw numbers and trying to get people to make sense of them
Great tool for analyzing our quality of customer service
What do you like best about the product?
The interface is super clean and makes it easy to track our analytics and use that data to improve our customer service process.
What do you dislike about the product?
The price is a lot for a team our size.
What problems is the product solving and how is that benefiting you?
We're able to solve a lot of problems by being able to filter our data by a lot of different sub categories. We can also export our data into different software tools we use.
Recommendations to others considering the product:
I'd recommend it. Really easy to use, especially for less tech savvy people.
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