Zendesk Suite
ZendeskExternal reviews
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This product is so incredibly customizeable!
What do you like best about the product?
There are so many configuration options it's great.
What do you dislike about the product?
There's a lot to learn when setting up, but once you have it down it's easy to just duplicate your work.
What problems is the product solving and how is that benefiting you?
Routing customers to multiple businesses
Issue Support
What do you like best about the product?
Helpfulness of the support, particularly Barbara
What do you dislike about the product?
there's nothing to dislike as of the moment
What problems is the product solving and how is that benefiting you?
All about the triggers that is not working as it should
Recommendations to others considering the product:
to make it more affordable
Simple to use yet a lot to master
What do you like best about the product?
Tickets priorisation and cutomisation of views and macros and triggers
What do you dislike about the product?
Not being able to forward tickets properly. Bulk ticket sending for multiple requester.
What problems is the product solving and how is that benefiting you?
Customer service and booking management
A tried and true product with an unbeatable customer success and support team.
What do you like best about the product?
I love the easy-to-use and customizable interface, which rarely if ever requires engineering know-how. I love their reporting suite (Explore). Its versatility and ease of use is second to none. Zendesk puts its competitors to shame (I'm looking at you, Salesforce :)
In addition, the price is very sustainable and allows companies to scale when and how they need to.
Lastly, our account manager has been uber responsive and interested. They also don't cycle you through a million account managers. We truly feel like Zendesk cares about our company and its customers.
In addition, the price is very sustainable and allows companies to scale when and how they need to.
Lastly, our account manager has been uber responsive and interested. They also don't cycle you through a million account managers. We truly feel like Zendesk cares about our company and its customers.
What do you dislike about the product?
The only downside is that if you use their api to customize your Zendesk instance and encounter issues, Zendesk support will not be able to help troubleshoot. This makes sense though since they have no control over what a customer does with their api. However, they more than make up for this by offering consulting services to remedy issues like this.
What problems is the product solving and how is that benefiting you?
Zendesk provides the most stable platform ever for communicating with your customers. The interface is straightforward, When they make changes, we know well in advance. Zendesk saves us time and money and mitigates aggravation. I have been using their product for many years and could not be happier.
Recommendations to others considering the product:
I would suggest taking Zendesk's free trial for a swing if you're considering several CRMs. There is a reason they're still around and popular.
instant chat messages
What do you like best about the product?
The support team always helps with my issues instantly.
What do you dislike about the product?
There is nothing that I dislike about Zendesk
What problems is the product solving and how is that benefiting you?
They keep my business organized
The ticketing system that stays out of the way so you can do your work
What do you like best about the product?
I like how it can be used by technical or non-technical users alike, and everyone seems to just 'get it' pretty easily
What do you dislike about the product?
The system has all kinds of real-time collaborative features, but can't seem to automatically refresh!
What problems is the product solving and how is that benefiting you?
It provides a ticketing system which is what we need to keep track of issues.
Recommendations to others considering the product:
Go for it
ZenDesk has many features, but unfortunately a lot of features are limited for basic plans
What do you like best about the product?
Multiple communication lines with clients
What do you dislike about the product?
The Customer Support team response times.
What problems is the product solving and how is that benefiting you?
Being able to answer our client inquiries in a quick and efficient manner. Better service leads to higher Customer satisfaction rates and thus sales.
Great software to use for managing and communicating on projects and support requests from customers
What do you like best about the product?
Extremely easy-to-use platform, very organized, love the macros function
What do you dislike about the product?
Ticket chains can look a little messy when viewed in regular email inbox
What problems is the product solving and how is that benefiting you?
Great for organizing incoming projects / all customer-related requests, sharing notes internally between teams, and tracking team workload.
Recommendations to others considering the product:
If you have a lot of incoming projects, support requests, email that you need to track/share with other teammates, this is a great tool to use! Also helpful to be able to pull reports and see ticket numbers/trends over time
Zendesk is great
What do you like best about the product?
Their customer service is very good. Their platforms are intuitive and easy to learn. They have articles out there for pretty much everything you need.
What do you dislike about the product?
Right when I got started I had an option to chat with a representative right away. Now, for some reason, the option is gone now, and it takes a few hours to get a response.
What problems is the product solving and how is that benefiting you?
Track tickets and collect customizable data
Recommendations to others considering the product:
Search for articles before submitting tickets. They have articles for everything.,
Outstanding service for both internal and external customer support ticket management
What do you like best about the product?
Zendesk has comprehensive product documentation and tutorials to get started. Zendesk product support team is fast and thorough in their responses to requests. The price we pay for the services provided by Zendesk is outstanding!
What do you dislike about the product?
Zendesk is a complex platform with lots of layers to make it fully customizable to any business needs. Admideitelly, it has a pretty steep learning curve to get things set up just right for the business; however, it is completely worth the effort.
What problems is the product solving and how is that benefiting you?
The corporation used to have separate departmental phone extensions and email addresses to provide customer service to our customers. This created a chaotic system that made it difficult to efficiently assist our customers. Now, we use one phone number and one email address for all our customer service issues. Our team of employees can now distribute tasks and lookup past tickets from customers to make communication much easier than it was before using Zendesk.
Recommendations to others considering the product:
I would recommend using their entire suite of services, instead of just using one or two of their products. All of the products integrate well with one another for an improved experience for both the end-users and Zendesk admins.
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