Zendesk Suite
ZendeskExternal reviews
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Love zen desk!
What do you like best about the product?
The best thing about Zendesk is the capabilities of reaching other team members, departments and customers. It helps to stay up to date and also to address specific issues and questions one may have in a quick and timely manner
What do you dislike about the product?
I wish that the platform was more specifically focused on the customer a tad bit... there is always room for improvement !
What problems is the product solving and how is that benefiting you?
Benefits include being able to answer questions first handedly at your fingertips and also being able to connect with both the company and other customers
Use for Company Knowledge Base
What do you like best about the product?
Simple. Easy to configure, even easier to edit content on the site. Search function is good and does everything needed for our growing company.
What do you dislike about the product?
I wish there were more themes to make it more visually appealing out of the box.
What problems is the product solving and how is that benefiting you?
Knowledge base for our Customers. Want to make sure they have the content they need to be successful with our product.
Recommendations to others considering the product:
Spend time setting it up properly.
Great way to organize requests
What do you like best about the product?
The user interface allows you to organize tickets so that you can see which ones are assigned to you, unsolved, and recently updated. There is a magnifying glass in the upper right corner to search tickets. I also like being able to send an internal message to others without the customer seeing that conversation. It is also easy to see the whole ticket in email and pull up the ticket from email, as there is always a link to the ticket.
What do you dislike about the product?
I'm not familiar enough yet with how to use ZenDesk via email, and the user interface could provide better guidance for managing tickets on email. I also find it difficult to track which file attachments go with which messages (for example, if a customer sends files in subsequent requests). I also wish that an internal communications could be targeted to specific people, versus just one person.
What problems is the product solving and how is that benefiting you?
Handling multiple change requests and routing tickets back to my supervisors if I have questions using internal communications.
Recommendations to others considering the product:
Use email filters so that your main inbox isn't flooded with Zendesk tickets. I made an Outlook rule so that everything from Zendesk goes to another folder to stay organized.
Zendesk - A handy Support system that doesn't let you down anytime
What do you like best about the product?
The UX for ZD is extraordinary. I have been using ZD for over 4 years now and the way this Product scaled is truly amazing. The reporting structure in ZD is very elaborate and helps track the metrics within my Team even on miniature details.
What do you dislike about the product?
Well, I think the Answer Bot should be improved a bit. It's not that I dislike it but It's been a bit buggy for a while now.
What problems is the product solving and how is that benefiting you?
We use ZD for Product Support and Knowledgebase.
Zendesk, It gets the job done
What do you like best about the product?
Ease of learning curve makes it rather simple to get things up and running fast
What do you dislike about the product?
Often times it gives errors with little to no useful description.
What problems is the product solving and how is that benefiting you?
logging of customer calls and followups.
Ease of use
What do you like best about the product?
Ease of use, good customer service. Updates about degraded softwares on social media, cool features related to ITSM.
What do you dislike about the product?
Frequent outages, apart from outagea no issues.
What problems is the product solving and how is that benefiting you?
Customer issue management
Zendesk is a great crm
What do you like best about the product?
It is Easy to use and has a clean visual design. They are fast to release new features and enhancements. Their support team is quick to respond and always helpful.
What do you dislike about the product?
A lot of advanced functionality is driven off the use of their apis. No easy user export csv option. Communities has a lot of limitations.
What problems is the product solving and how is that benefiting you?
Customer engagement tool. Gives users the multichannel experience and knowledge content to be self sufficient.
Good product
What do you like best about the product?
Easy to use, makes logging tickets and tracking easy
What do you dislike about the product?
Can be more intuitive, notifications can be better
What problems is the product solving and how is that benefiting you?
Information Technology Support which we call ITSON
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.
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