Zendesk Suite
ZendeskExternal reviews
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Awesome tool
What do you like best about the product?
I love that you can Build a customizable help center it helps to be more efficient and get to a resolution quicker so that the clients are happier sooner
What do you dislike about the product?
So far I like all the aspects of this tool. I have yet to find any complaints about the Zendesk guide
What problems is the product solving and how is that benefiting you?
I have yet to find any complaints about the Zendesk guide
Zendesk
What do you like best about the product?
I like that it’s easy to merge tickets etc. that way we can be organized and not talk to the same person multiple times
What do you dislike about the product?
I don’t like how it doesn’t integrate with everything easily. Also the chats are weird
What problems is the product solving and how is that benefiting you?
We were able to organize our tickets amongst everyone easily
Interface is very clean
What do you like best about the product?
As I said, the interface focuses on the most important options. I like that it's distraction-free and the flow of selections is seamless.
What do you dislike about the product?
Nothing. Very easy to use and have never experienced any problems with it.
What problems is the product solving and how is that benefiting you?
I submit tickets that help with reporting the current status of scooters around my city. By providing proof thru attaching images, it makes it easier for the other end to better assess the situation and how to go forward to solving it.
excellent support portal
What do you like best about the product?
easy to use regardless of skill level--customizable for technical people, straightforward and intelligible for total luddites
What do you dislike about the product?
nothing at all--i feel like they've made something that works for a wide variety of use cases
What problems is the product solving and how is that benefiting you?
triaging tech support from urgent problems to simple requests for a variety of users at multiple locations
Using Zendesk with a Small Team
What do you like best about the product?
It is an incredibly versatile tool that is flexible to fit the needs of your team. For instance, we do not utilize the chat features, but we do use the guide feature. This ability to pick and choose allows us to support our clients in the way we desire without breaking the bank.
What do you dislike about the product?
Sometimes it can be too confusing, especially when seeking to setup new agents. Many of the features are ones that are used once and then you have to spend a lot of time reviewing the support documentation to figure out how to modify them in the future.
What problems is the product solving and how is that benefiting you?
The biggest benefit is issue tracking and reporting over time which allows us to see important trends. It also provides accountability to our agents for quality and timely responses to customer issues. Recently we started using the customer satisfaction component which has been a great way to pinpoint issue that may not have been fully resolved, or allow us to reach out to customers who were feeling slightly disgruntled after their support experience.
Recommendations to others considering the product:
This is a great product that does what it says. Multiple levels allow you to pay only for what you need depending on the size of your business.
Zendesk Support
What do you like best about the product?
The ability to add in customized widgets, such as searching resources without leaving the page, and auto-linking external content. It's helpful that history is saved so far back as well, as reviewing old tickets is invaluable
What do you dislike about the product?
There have been constant collisions, meaning more than one person ends up in the same ticket. It wastes everyone's time
What problems is the product solving and how is that benefiting you?
We're able to respond to our customers/track progress effectively
Recommendations to others considering the product:
As far as I can tell, the Zendesk team is very responsive when we report bugs/issues with the software. They've helped us develop tools that are customized to our company, which has proven invaluable.
sales booster
What do you like best about the product?
I have noticed since i have implemented this chat profile it has help with the bottomline as well cut down alot on certain costs
What do you dislike about the product?
Im still in the beginning stages so the system appears flawless as of now
What problems is the product solving and how is that benefiting you?
I noticed most companies are going with a chat platform now and customers prefer this method. me personally i love actualy verball convo but its a sign of the times
Zendesk is a great customer support product and helps to exponentially increase agent productivity.
What do you like best about the product?
I love the ability to create macros, business rules and the abundance of integration apps available in their marketplace. A combination of these helps my staff do their work way faster than they were able to in the past.
What do you dislike about the product?
I don't like that the zendesk chat/support widget can't be embedded in salesforce in the bottom like a pop up. Most importantly, Good Data, their analytics tool is very complicated to use unless you are a fluent techie.
What problems is the product solving and how is that benefiting you?
We tried to:
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
1) Reduce the number of similar kinds of tickets we kept providing support on.
2) Create more automations in our tickets and SLAs
3) Provide a more seamless support experience to the user.
Our agents are able to work much faster now and with automations, they don't need to do certain tasks manually. Our users are able to see statuses of their tickets and learn about business processes through zendesk guide so they are also better informed.
Recommendations to others considering the product:
I would highly recommend this product to any company with a helpdesk. If you want to empower your agents for success and ensure that your users are able to move in a self serve direction - this is the right tool for you.
ZenDesk
What do you like best about the product?
Its nice having pre made macros to send out
What do you dislike about the product?
The lack of amount of macros available as well as being able to track feedback is difficult to understand.
What problems is the product solving and how is that benefiting you?
We use it for customer relations as well as keeping track of things that need to be taken care of.
Zendesk Review
What do you like best about the product?
Ease of access right out of the box. Also the support has been responsive and top notch.
What do you dislike about the product?
Some of the reporting and addtional add-ons could be a little easier to use and understand.
What problems is the product solving and how is that benefiting you?
Ticketing and SLA system
Recommendations to others considering the product:
great product but if you want to go deeper with reporting you will need an someone that is experienced in report making.
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