Zendesk Suite
ZendeskExternal reviews
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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.
Great for Tracking support
What do you like best about the product?
Easy to submit support tickets and track progress
What do you dislike about the product?
not a lot of automatic updates or interaction wihin the program, most done through email
What problems is the product solving and how is that benefiting you?
tracking help desk tickets
In love with zendesk!
What do you like best about the product?
Overall functionality and the ease of use, customer facing web interface and macros
What do you dislike about the product?
Chat support and lack of solid ticketing features
What problems is the product solving and how is that benefiting you?
Customer sales
Recommendations to others considering the product:
Can improve on ticketing features
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