Zendesk Suite
ZendeskExternal reviews
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The best support tool available.
What do you like best about the product?
This has everything. Apps to track agent times, apps to check grammar, apps to translate, apps to link to your system tools. You can customize your responses with bold, italics, quotations, hyperlinks, images. create thousands of macros for pre made responses for others to use. Make and receive calls, which are recorded, and can be saved as mp3 files. Create user organizations to direct users to certain queues. Fast and reliable. Manages spam, can block users from contacting your support, help desk integration.
What do you dislike about the product?
Nothing, it's the perfect tool for any job.
What problems is the product solving and how is that benefiting you?
Customer ticket history is kept forever, unless removed by customer request, you can always go back and see what was done and what the user was told before.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Help desk forms clearly let customers know what information they should submit to receive the best assistance.
Call time tracking for accurate billing.
Integrated Apps to track employee productivity. Always know what your employees are doing.
Recommendations to others considering the product:
Use the apps, forms, and all possible integrations to best track, sort, and answer your customer requests. Taking advantage of the full potential of this product will make your customer support reps happy and efficient.
Zendesk is a Support Tool for All
What do you like best about the product?
Zendesk has an all inclusive approach which makes adding support to your web application seamless and painless. I really appreciate all that they have to offer especially for small businesses who don't have the resources to have an entire support department.
What do you dislike about the product?
There are some issues in the UI/UX for the dashboard when managing your account and the various support features which are available to users. I'd also like to talk about their API or Widget as they call it. We use it on a few of our sites and have had issues with the limited ability to customize it. For one, there's no way for a customer to hide the widget once it's on your site. This means that if they use the browser to zoom, or if they have a prohibitively small display it will overlap with your content. This has been a big headache for us and I would like the ability through the API for the customer to be able to hide the widget. If they were to add this that would take away my biggest complaint.
What problems is the product solving and how is that benefiting you?
We use the help site to post articles about our software. This acts as a platform for making articles which our users can search through to learn about our software. This also helps our search engine optimization as they almost all point back to our website.
Recommendations to others considering the product:
It's worth it for us and we really enjoy using it.
Outstanding Solution
What do you like best about the product?
I have been using Zendesk at my company and at some of our clients for us. It is easily the best solution out there and I have seen quite a lot. The best feature for me is the ease to set it up and use it. I mean you can literally be up and running with a support solution that beats most other offering within just a few hours. It also scales and adjusts really well. I mean we are using just a few features for customer facing support in my company, but I have used it in large scale operations that have been using all the bells and whistles. Out of the box, it can handle anything from support tickets to knowledge base and support forums. Last, but not least, it integrates well with other solutions. For example, we are using Jira to track our development work and we got it working within minutes.
What do you dislike about the product?
Honestly, I can't think of anything I don't like about the software!
What problems is the product solving and how is that benefiting you?
For us, it is handling customer tickets and we also have been able to feed these support tickets to our developers without having to have the customer communicate with the developer directly. With a little bit of extra effort, it also helps us to avoid duplicate tickets.
Recommendations to others considering the product:
I think it can handle different industries very well and, most importantly, it is easy to use for customers. My recommendation is to start with your most important features and then add additional features over time.
Zendesk - Quick and Easy
What do you like best about the product?
I like the fact that all changes load in real time. Unlike HP Service Manager, the page doesn't load after every change is made. ZenDesk allows for collaboration between multiple people who are working on different parts of the same ticket
What do you dislike about the product?
It appears to be difficult to look at a colleague's queue in order to see what tickets they have pending. It would be nice to have a snapshot of a colleague's current view of tickets.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track our IT tickets in real time. As I have written previously, the main benefit is that it allows us to collaborate on the ticket in real time.
Excellent product, very intuitive
What do you like best about the product?
I have to appreciate that this is a very user friendly and intuitive tool
What do you dislike about the product?
NA, i have no dislikes at this time. the product has been living up to my expectations
What problems is the product solving and how is that benefiting you?
Our ticketing system has improved our workflow and response time.
Recommendations to others considering the product:
Very intuitive, user friendly
Very Easy To Use - User Friendly
What do you like best about the product?
Once we implemented Guide, out customers had great feedback regarding the UI and what they see.
What do you dislike about the product?
Sometimes it is challenging to roll out the changes as fast as we would like.
What problems is the product solving and how is that benefiting you?
Our customer service portal is top notch.
Recommendations to others considering the product:
Keep doing what you are doing! This product works great for us as we transition from a start up and take the next steps. I have been very happy with the product so far. Keep it up and thanks for providing this for us!
Easy to Navigate, Program, Use
What do you like best about the product?
Zendesk has a number of functions allowing emails, calls, and chat between customer service reps and customers. I like that you can use multiple functions at once, emailing in a ticket while replying to a chat. It is so easy to set triggers, manage the flow of incoming tickets, set goals, and read clear metrics. Getting new customer support agents set-up is simple, with a beautifully designed interface. Zendesk is a clear and simple tool that makes communicating with customers manageable and easy.
What do you dislike about the product?
Zendesk can be somewhat glitchy sometimes. There are a few things I would like to be able to do but cannot (For ex. Closed tickets cannot be reopened). I have not run into many problems as Zendesk is easily customizable and can be formed to fit any companies needs.
What problems is the product solving and how is that benefiting you?
Zendesk allows our company to manage and maintain a direct line of communication between users and customer service.
Recommendations to others considering the product:
Use it! It is absolutely wonderful!
ZENDESK SUPPORT
What do you like best about the product?
ITS END USER OR CUSTOMERS . END USERS ARE ALSO SOMETIMES REFERRED TO AS CUSTOMERS. THESE ARE PEOPLE WHO GENERATE SUPPORT REQUESTS FROM ANY OF AVAILABLE SUPPORT CHANNELS AND ANYONE CAN SUBMITTED A TICKETS
What do you dislike about the product?
WELL SOMETIMES IT CAN BE PROBLEM IF ANYONE CAN USE THIS SERVICES INCLUDED HACKERS SOMETHING TO THINK ABOUT
What problems is the product solving and how is that benefiting you?
VERY PRODUCTIVE WAYS AND HIGHY INTERACTION COMMUNICATION THAT YOU NEED
Recommendations to others considering the product:
1A VERY GREAT TOOL TO USE I HIGHLY RECOMMEND WITH BUT SECURITY KIND OF LOW TO PROTECT YOUR DATA MY OPINION
How zendesk improve the costumer service
What do you like best about the product?
Our company was a little bit scared to start to use a costumer service new tool also because it was a such a large amount of money without getting any goods but i received an email the minute the money was received saying that they have received the funds and that the watch is on its way.
i even they called us an that rested our mind.
that same evening i received another email with a guide about how to use this tool and it arrived as promised next day with personal user for every costumer experience guy in our company
it was great, as promised and i can strongly reccomend this company.
i even they called us an that rested our mind.
that same evening i received another email with a guide about how to use this tool and it arrived as promised next day with personal user for every costumer experience guy in our company
it was great, as promised and i can strongly reccomend this company.
What do you dislike about the product?
Get to use with the tools at the beginning was difficult to catch it but after you get it you can work with it just with the eyes close.
What problems is the product solving and how is that benefiting you?
Costumer service experience by call chats and email.
Recommendations to others considering the product:
From now nothing
Seamless
What do you like best about the product?
We work with a variety of the Zendesk software products, because they integrate so seamlessly with our e-commerce platforms.
What do you dislike about the product?
Not much...of course, more customization features are always wanted, and more pre-formatted auto-reply categories covered for our specific industry would be awesome.
What problems is the product solving and how is that benefiting you?
We use Zendesk chat with our e-commerce site, and this really helps us during our off hours, or when our guys can't make it into the office and just need to work from home or the field.
Recommendations to others considering the product:
Simple and easy to use, I highly recommend this to anyone looking to implement a better support system. Works great for internal tracking as well as my crm.
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