Zendesk Suite
ZendeskExternal reviews
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Very good!
What do you like best about the product?
It is a very important tool for work.
What do you dislike about the product?
There are no contraindications for Zendesk, it is very good.
What problems is the product solving and how is that benefiting you?
There are numerous options to describe the improvements of Zendesk.
Recommendations to others considering the product:
Feel free to use the Zendesk Support Suite.
Platform worked okay; needs major improvement
What do you like best about the product?
Zendesk made it very easy to decipher between open, closed, or pending tickets. There was no ambiguity on what needed to be handled or responded to while in the platform.
What do you dislike about the product?
The interface was not user-friendly at all. It took a lot of getting used to trying to figure out reporting, how to add macros, how to adjust rules, and more. Plus, reporting features were lackluster at best and required an additional subscription on top of the monthly fee we were paying.
What problems is the product solving and how is that benefiting you?
It helped our small business handle inbound customer emails and community outreach as we grew.
Patient & Thorough
What do you like best about the product?
I like that the reps are dedicated to finding solutions and do not give up when initial solutions fail.
What do you dislike about the product?
The only downside is that responses can be pretty slow, approximately one per day was my experience, meaning it can take several days for a solution.
What problems is the product solving and how is that benefiting you?
They solved my password issues which is helpful because it solved interruptions to my workflow.
Recommendations to others considering the product:
Highly recommend
Great tool to manage Customer Service in various channels
What do you like best about the product?
It's mostly easy to use and manage, I li
What do you dislike about the product?
Some improvements fail and some are replaced by new products
What problems is the product solving and how is that benefiting you?
I can integrate multiple channels and allow my team to focus only on Zendesk to manage our customer's contacts in all possible channels, improve the customer experience by making sure the assistance becomes faster each time and that their issue will be solved upon 1st contact, this is achieved by routing clients to the correct person in a quicker manner
usage evaluation
What do you like best about the product?
Usability and ease of handling in it, I can always open my internal company tickets with it, and thus have easy communication with everyone and everything I need.
What do you dislike about the product?
outdated layout, images, and pages, I find the system quite outdated, I think the font type could change a bit, a little outdated and somewhat old-fashioned.
What problems is the product solving and how is that benefiting you?
always updating the system, in search of usability improvements in daily life, I see that they care a lot about this, in not letting the pages and layouts freeze.
Recommendations to others considering the product:
Easy usability of the system, easy communication within the platform, could improve the layout a bit, the fonts are a bit outdated, but in any case, it is easy to understand, and always updating and improving the pages, and the way the system loads. It doesn't crash and saving items is very fast, I like it a lot and have been using it for a long time, so I have no complaints. I have been using the platform for 3 years at my job and it helps in my daily routine and the way I work as well. Some things could improve as mentioned above, but I believe a lot in the platform's potential, and I see that they are willing to change and become very modern, because today what companies seek most is modernity in the layout and handling of platforms, which is why I believe it is a reason we like to use it so much and have been with it from the beginning. We have no thoughts of changing, so I believe it is because it is so good.
Quick turn around and helpful staff
What do you like best about the product?
The way that the bot is not obstructive.
What do you dislike about the product?
the wait to get through to agents which can sometimes take up to about 30 minutes. However the email function once someone gets your ticket is good
What problems is the product solving and how is that benefiting you?
whenever i need help i am able to click the button for online agents
all you need but from time to time some points not logical
What do you like best about the product?
i like the Makrofunction and dashboards which provides a good overview
What do you dislike about the product?
unfortunatly there is no changinghistory in the lower plans.
What problems is the product solving and how is that benefiting you?
Fast contact with custommers and automatizations
Recommendations to others considering the product:
Makro and autmatization allow you a fast classification and answerrate
Zendesk is a great platform!
What do you like best about the product?
The platform is intuitive and we can integrate it with another system for evaluating the services. Additionally, it usually doesn't crash.
What do you dislike about the product?
It could be more organized in the display of previous messages and interactions.
What problems is the product solving and how is that benefiting you?
Help in optimizing the services.
Recommendations to others considering the product:
Zendesk is the perfect platform for customer service.
It's the bee's knees
What do you like best about the product?
I can't say enough about how valuable it is to treat each interaction as a unique object that can be shared with team members without the need to create copies or duplicates of the information.
What do you dislike about the product?
As hard as it may be to believe, I don't have anything that I think is worth mentioning. Practically any stumbling blocks that we've run into along the way have been, in my opinion, worth it.
What problems is the product solving and how is that benefiting you?
It ensures that there's a single source of information for all interactions we have with third parties. No amount of CCing team members with email will be able to achieve the same effect.
Recommendations to others considering the product:
Build automations and triggers for the long run, don't cobble things together for the short run.
An easy ticketing system, and their Support team has always been helpful whenever I need help
What do you like best about the product?
Moving to Zendesk Messaging allowed us to leverage more on the automated functions on Zendesk and reduce our agents' workloads while still ensuring that customers are served
What do you dislike about the product?
Reporting is sometimes very difficult, with a lot of specificity and customization that needs to be manually done whenever we need to pull a custom report for our own purpose
What problems is the product solving and how is that benefiting you?
Zendesk Messaging's Answer bot and Flow Builder has helped us to automate help to customers amidst our manpower challenges
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