Zendesk Suite
ZendeskExternal reviews
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Zendesk
What do you like best about the product?
User friendly and I like the leaderboard.
What do you dislike about the product?
It’s expensive to add a lot of the features I want.
What problems is the product solving and how is that benefiting you?
All IT issues among users are tracked here.
Create and follow client issues
What do you like best about the product?
Easy to interact with the client and track all information in one place. Auto email notification and difference btw internal and external user.
What do you dislike about the product?
Missing wide range of plugins to connect with.
What problems is the product solving and how is that benefiting you?
create client tickets on support.
zen desk review
What do you like best about the product?
I thought the user interface was super easy to use and well thought out. very robust plateform.
What do you dislike about the product?
I don’t like the way the software hasn’t been updated that much recently.
What problems is the product solving and how is that benefiting you?
we used it for IT service management and tickets
Intuitive help support desk
What do you like best about the product?
The UI is very intuitive and the customer can easily log any support queries through Zendesk
What do you dislike about the product?
Not much. The responsiveness in a mobile can be a little fast though.
What problems is the product solving and how is that benefiting you?
Customer self service
Recommendations to others considering the product:
Keep going
Easy setup
What do you like best about the product?
I love how easy it is to integrate with other products, Ticket flow is not rocket science and is very easy for any technical person to pick up, like the ability to customize forms, love the ability to create macros and build triggers/automations based off of those.
What do you dislike about the product?
Really expensive for basic things and strange pricing schemes (ex: upgraded kb is billed per head not based on page views). Reporting is really lacking, especially coming from a powerhouse tool like Salesforce. Integration with GoodData is ok but the reporting conflicts constantly and it is hard to get accurate numbers.
What problems is the product solving and how is that benefiting you?
We've been able to seamlessly integrate our website to support tickets and are able to accurately track issues with the jira plugins. Agents have optimized workflows thanks to the usage of macros.
Recommendations to others considering the product:
Be prepared to fight with GoodData reporting in order to get what you need out of it. Would highly recommend exporting data to a third party like tableau or looker.
Good Helpdesk solution
What do you like best about the product?
automated tools, ease of use, ability to track and report on tickets
What do you dislike about the product?
email setup was not easy - but we eventually figured out that the issue was on our end.
What problems is the product solving and how is that benefiting you?
one pane of glass for all IT support requests
Great resource for projects and remote associates
What do you like best about the product?
Offers email, chat, voice, and social media response that can be catagorized, filtered, and sorted easily by any user.
What do you dislike about the product?
Sometimes slow, occasional application issues where associates cannot login or features may not work
What problems is the product solving and how is that benefiting you?
Remote 1099 associates use this platform for a variety of clients to answer customer inquiries for billing and customer service.
Recommendations to others considering the product:
Do your research to ensure this platform can handle the workload youll be presenting your team.
Zendesk explore is intuitive
What do you like best about the product?
It was easy to create charts and dashboards. It provided quick analysis of our zendesk data and was able to drill down to it.
What do you dislike about the product?
Not enought connectors to connect to our data sources
What problems is the product solving and how is that benefiting you?
Ability to share the data with the executive team
Good support tool
What do you like best about the product?
The best thing about Zendesk is that it provides a very complete and useful tool to solve the problems of our clients through the web and using a simple chat that invites the user to ask their questions. It also seemed a great success the possibility of creating a bot that responds automatically to the questions of the users.
Another useful feature of zendesk is that it makes it possible to see the user's information in real time, for example, it is possible to see which page they are on, which browser, IP, support history, etc. each user has.
Through the zendesk dashboard we can manage not only the users but also the support staff managing roles, permissions or assigning them to different categories or levels of support. In this same dashboard we can observe the conversation histories, images sent by the support workers as well as the punctuation given by the users based on the help given and if the problem they presented has been solved.
Another useful feature of zendesk is that it makes it possible to see the user's information in real time, for example, it is possible to see which page they are on, which browser, IP, support history, etc. each user has.
Through the zendesk dashboard we can manage not only the users but also the support staff managing roles, permissions or assigning them to different categories or levels of support. In this same dashboard we can observe the conversation histories, images sent by the support workers as well as the punctuation given by the users based on the help given and if the problem they presented has been solved.
What do you dislike about the product?
Most of the useful functions are only available for the licensed plan such as visitor tracking, conversion analysis. I also do not like that sometimes there seems to be a certain delay when loading the chat when the user has a bad connection.
What problems is the product solving and how is that benefiting you?
We were looking for an application to support our customers through our web portal and find Zendesk Chat in its trial version, after trying it we decided to buy your license and until now we are satisfied.
Recommendations to others considering the product:
I recommend that you buy the most complete license since it has the most useful features and it is mandatory if you want to manage your site well, especially if you have a large website and a large support staff.
Zendesk support is a platform that allows you to organize and control CS through tickets
What do you like best about the product?
Organization
Control
Administration
Personalization
Design
Configuration
Automatization
Service Incident Control
Users management
Control
Administration
Personalization
Design
Configuration
Automatization
Service Incident Control
Users management
What do you dislike about the product?
Data Analysis
Reports lacking
QA Support
Knowledge base
Communication through departments
Search support
Reports lacking
QA Support
Knowledge base
Communication through departments
Search support
What problems is the product solving and how is that benefiting you?
Customer Service Management
We can control customer incidents
Analize data and customer behaviour through the time
We can control customer incidents
Analize data and customer behaviour through the time
Recommendations to others considering the product:
I recommend daily use, in case you need support contact the help center.
For users I recommend to personalize customer experience, check tickets status so you will not have problem with the analitics.
I recommend zendesk chat, works really good together with zendesk support.
For users I recommend to personalize customer experience, check tickets status so you will not have problem with the analitics.
I recommend zendesk chat, works really good together with zendesk support.
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