Zendesk Suite
ZendeskExternal reviews
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You should be using this
What do you like best about the product?
Watchig the activity on the page and being able to engage potential customers
What do you dislike about the product?
There's nothing that I've discovered that I dislike.
What problems is the product solving and how is that benefiting you?
Our customers who don't have the time to make a phone call can get answers to their problems
Zendex is a userfriendly simple to use customer support software platform
What do you like best about the product?
Zendesk is easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed. The macros and other functions enable easy and quick replies to customer queries and the tagging system allows for queries to be tagged for reporting metrics.
What do you dislike about the product?
I found that it occasionally appeared to 'time out' - not often but often enough to make it worth mentioning here. It would be handy to have a warning pop up when people attempted to reply to a no-reply address too. This is not so much the software fault but unfortunately, not all staff were smart enough to prevent this mistake themselves.
The search could do with some finetuning, otherwise no real complaints thanks.
The search could do with some finetuning, otherwise no real complaints thanks.
What problems is the product solving and how is that benefiting you?
Enhanced customer support, faster turn around for Customer Service and increased one-touch ticket solving. It's been handy for benchmarking us against other companies in terms of our turn around times and to encourage a bit of competition between team members to cut their turn around time down while still producing quality emails.
Recommendations to others considering the product:
A great product but I would recommend starting with a list of what you need from software, then what you would like then a nice to have list. See how many ticks this software gets. Compare it to at least two pieces of other software of the same nature before making your final decision. This is what I recommend for any piece of software. Also, check out their own forms of customer support, and social media sites to see what other customers have had to say about the software.
Very useful CRM
What do you like best about the product?
Zendesk has completely simplified the way we deal with customers in one platform. All of our customer service, support, and chat are not organized and the reporting system is helpful in figuring out how well we're doing.
What do you dislike about the product?
The platform is easy to use, but I wish it was customizable so I could reorganize the platform in a different way.
What problems is the product solving and how is that benefiting you?
We needed one platform to manage all customer relations, and it's a great platform to keep track of all customers. The platform is easy to integrate with other applications, and we can share all updates with the team within the platform.
Recommendations to others considering the product:
Zendesk is easier to setup and use than other CRM systems, however it is not as customizable as others.
Good in website chat tool
What do you like best about the product?
Zendesk is great because of a few factors. 1- the basic version is free. So you can have a chat on your website without paying ridiculous amounts. 2- once you do pay you get a good amount of options and can have multiple users
What do you dislike about the product?
No mobile, the upgrade tiers are a little misleading. support is relatively lacking in their knowledge of the product.
What problems is the product solving and how is that benefiting you?
Converting leads from website to sales.
Simple and straight forward
What do you like best about the product?
Everything is layed out perfectly in the dashboard. The tickets can be seen clearly and there is room to view each ticket in full which is really nice.
What do you dislike about the product?
Sometimes if you have a tab open for too long, the ticket is showed that it is still being actively viewed when in reality its "idle". I wish there was an icon to indicate an idle ticket.
What problems is the product solving and how is that benefiting you?
Customer support tickets are being solved quicker and more seamless. The templetes that you create are a great way to send off generic emails from frequently asked questions
Recommendations to others considering the product:
Use it! I dont know of another platform that does the same job zendesk does. Everyone in my company loves it.
Robust System with a Learning Curve
What do you like best about the product?
You can customize the tagging, build reports, and add customer service response templated easily.
What do you dislike about the product?
It can take a bit of practice and time to fully use all aspects of Zendesk. It's not as intuitive as other service reporting tools.
What problems is the product solving and how is that benefiting you?
Helps us identify and prioritize bugs and new product features. Holds my team accountable for fast and efficient response times.
Love It
What do you like best about the product?
I'm a big fan of Zendesk but only as an enterprise solution. Zendesk is great for big companies that have multiple deparments that provide support.
What do you dislike about the product?
It's too overarching to use for smaller businesses.
What problems is the product solving and how is that benefiting you?
User support (internal mostly but some external).
Awesome Ticketing Softward
What do you like best about the product?
Zendesk is extremely straight forward in terms of ticketing and I appreciate how I can make flexible and personal views and macros to help organize my own support process.
What do you dislike about the product?
At times I cannot see if someone else is viewing a ticket, this is a feature with Zendesk but not always reliable. When it works its awesome.
What problems is the product solving and how is that benefiting you?
We use Zendesk for all customer ticketing and having used it in previous support positions, i can't imagine using another tool. It is such a wonderful tool for tracking customer issues and gathering data while also staying organized personally.
Great platform to offer support!
What do you like best about the product?
It integrated into Salesforve flawlessly. ZenDesk had tons of features that made it easy to communicate with customers and allows them
To be directed to the appropriate department before the chat begins.
To be directed to the appropriate department before the chat begins.
What do you dislike about the product?
I didn't like that we wouldn't open a different browser window to research something without the chat going idle. Customers oftentimes thought the agent left before providing a solution.
What problems is the product solving and how is that benefiting you?
It allowed us to provide better staffing for hours that international customers were utilizing our chat features because it provides detailed analytics.
Great support platform
What do you like best about the product?
Good support ticket management. Good analytics. Nice ability to do email, chat, phone. We moved away from a smaller helpdesk service provider to Zendesk and were not disappointed. The workflow management, macros, templates, ticket assignation and 'all in one' solution is really good.
What do you dislike about the product?
Issues with email formatting . Some issues with service availability especially on the phone side. The macros and templates are good but they could be more dynamic.
What problems is the product solving and how is that benefiting you?
We've been seeing steady increases in ticket volume month on month, and have required a platform that's fit for our needs. Zendesk has been really good for enabling our agents to do more with their time, and improve their workflows. We're also using it to measure some key KPIs to better judge the performance of our team which is working well.
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