Zendesk Suite
ZendeskExternal reviews
6,497 reviews
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Great E-mail support tool!
What do you like best about the product?
Zendesk support is simple and easy to use. The interface isn't cluttered and very easy to manage
What do you dislike about the product?
I don't like that there are downtimes sometimes but that doesn't happen often
What problems is the product solving and how is that benefiting you?
Customer/Tech support. It's a great way to provide fast and efficient support for customers and has increased customer satisfaction.
woo Zendesk!
What do you like best about the product?
I enjoy the ease of managing the cases as well as understanding what my colleagues have said.
What do you dislike about the product?
Took a bit of time to learn and get familiar with it
What problems is the product solving and how is that benefiting you?
making sure customers are happy
Incredible ROI, simplified Helpdesk management
What do you like best about the product?
The ability for our helpdesk personnel to remotely access and correct PC issues is the main thing that we use, but also the ability to push out updates and install software remotely cuts our costs significantly. Zendesk Support pays for itself in short order.
What do you dislike about the product?
While connectivity on the immediate LAN is typically problem-free, occasionally connectivity across the cloud or to remote customers is impacted by the physical connection itself.
What problems is the product solving and how is that benefiting you?
We have maximized our productivity on the helpdesk and end-user satisfaction has increased significantly since we began using Zendesk Support.
Recommendations to others considering the product:
Trust in their customer support; they definitely made our rollout much simpler and gave us great insight into how to use and mange the product successfully.
Quick and Efficient
What do you like best about the product?
The quickness of the video and ease of use
What do you dislike about the product?
would like to see more video option capability
What problems is the product solving and how is that benefiting you?
Communications and quick reaction to problems
Recommendations to others considering the product:
Ask for a discount upon signing up
Zendesk is a wonderful way for teams to communicate
What do you like best about the product?
I really enjoy the ability to leave notes on a thread. Seeing a thread where a couple others have also helped a customer is especially cool.
What do you dislike about the product?
There's nothing really to dislike about Zendesk. The only thing I have a problem with, there's hardly a solution. It's difficult to connect customers that are writing in from a different email than previously. That's a human problem, though.
What problems is the product solving and how is that benefiting you?
Everyone on the team can be available to respond to customers or pick up where someone else might have left off. Nothing ever has to be owned by anyone. We're able to set strict SLAs so our customers are being helped in a hurry. Using macros makes some ticket touches last a matter of seconds while still solving a problem for the customer.
Recommendations to others considering the product:
Just dig in and start grabbing tickets. It just takes time to get comfortable. Be sure to use macros and save yourself some time.
Easy to learn and usedul
What do you like best about the product?
It is intelligently organized and easy to learn
What do you dislike about the product?
The limited users you’re allowed is frustrating
What problems is the product solving and how is that benefiting you?
Easy way to connect with clients and solve their problems
Incredible ease and effectiveness
What do you like best about the product?
Assigning agents is very simple and straight forward. This allows us to complete tasks quickly and efficiently.
What do you dislike about the product?
I would like to see more profile organization. If someone with the same email address submitted a ticket, I would like to see what other tickets they have submitted in the past.
What problems is the product solving and how is that benefiting you?
We handle 80% of our customer support from the Zendesk Support dashboard
Recommendations to others considering the product:
Organize all tickets from a particular email address into a customer profile.
Reliable ticketing system
What do you like best about the product?
It's easy to categorise, tag, and assign tickets.
What do you dislike about the product?
No notification sound for new tickets. Sometimes if another agent is working on a ticket, it's not visible (generally it shows a picture of the agent working on it).
What problems is the product solving and how is that benefiting you?
Easy to use, a great system for remote working.
Excellent support system
What do you like best about the product?
Zendesk is fast, flexible, configurable. It helps us stay on top of support issues.
With their mobile app, we can handle support on the go.
With their mobile app, we can handle support on the go.
What do you dislike about the product?
It seems that all new features are tailored at the high-end solution.
What problems is the product solving and how is that benefiting you?
Technical Support Management
Zendesk provides an extremely useful service.
What do you like best about the product?
Zendesk is one of the most vital services for a company to have, regardless of its stage, simply because customer service and feedback are a very important element in determining whether or not a company's product succeeds.
What do you dislike about the product?
Some of their technology, such as email communication, needs to be improved on the customer side. That is why we dropped it and switched to a chat service with our FAQ/Customer Service pages. We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked.
What problems is the product solving and how is that benefiting you?
We've received a lot of complaints about the quantity of emails Zendesk Support sends to customers on our behalf during open cases, which a lot of customers disliked, which is why we dropped the service in an effort to make customer services cases get addressed more immediately, i.e. through a chat service.
Recommendations to others considering the product:
I would recommend trying out all of the features of Zendesk support to get a good opinion as to whether it would benefit your development/customer service team to use such a support service.
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