Zendesk Suite
ZendeskExternal reviews
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Most efficient CRM
What do you like best about the product?
Zendesk hosts everything on one page - Salesforce records, case history, customer information. It's great to get everything my team needs in one place. I also love that there is a next ticket in view button, because it makes everything oh-so-efficient.
What do you dislike about the product?
Duplicate tickets can be a pain, but it's easy to search and merge them. It would be a lot better if they had a system for matching two identical tickets and automatically merging them. I am a team manager and I do wish the reporting was a bit better. It can be hard to search for bad behaviors that need coaching. Also, the dashboards showing tickets solved should update in real time, not hours later. It's hard to motivate my team if they have no idea how many tickets they've done, and the only way to get it to update within 30 minutes of ticket submission is to include merged tickets, tickets that are "clean up" tickets, and things that don't count towards our productivity. I do not think the Zendesk rep who came to train us was very helpful, but we managed to figure out nearly everything on our own.
What problems is the product solving and how is that benefiting you?
With the help of Zendesk, we're able to get to our clients in a much more efficient manner. It also keeps a very good history of that customer's previous issues, so when we speak with them it can be very easy to look back on what happened and see what they have previously written about. We can build a strong repertoire with our customers, and interact with internal people better than we could with Zendesk. Being able to categorize problems by issue type has greatly helped with our reporting and letting us know where to put our efforts and how to make better business decisions.
Recommendations to others considering the product:
CHECK FOR DUPES!!!
ZenDesk Ease of Use
What do you like best about the product?
I like how easy it is to use and set up. There is also an app that they have to use on your mobile and its just as easy to use as the desktop version
What do you dislike about the product?
Not a dislike but more of a request to have more font options and html for setting up the Macros and signatures
What problems is the product solving and how is that benefiting you?
Customer service and support tickets
Easy to use ticket maintenance and great customer support
What do you like best about the product?
Easy to use and manage. We also use Salesforce integration, and anytime I need support if theres a problem, they are super quick to respond.
What do you dislike about the product?
No rich text formatting. Entering messages can be glitchy at times, I'll be in the middle of typing and the cursor will move to the top of the message. Same thing happens when pasting into a ticket occasionally.
What problems is the product solving and how is that benefiting you?
As a support specialist, I handle incoming questions from our customers. Zendesk is an efficient/preferred solution for our tickets.
Zendesk Chat was everything we needed and more
What do you like best about the product?
I loved that my team was able to conduct more than 1 chat at a time as well as using the macros (Canned responses) for Frequently Asked Questions. It was also really easy to implement.
What do you dislike about the product?
I would have liked to see what the customer was typing before they actually sent their message so we could begin creating a response as early as possible leading to quicker response times.
What problems is the product solving and how is that benefiting you?
We wanted to add an additional method of communication with out customers. We didn't want out customers to feel like they had to call in every time. Chat has helped customers solve problems within a matter of minutes rather than an arduous process of calling in.
Zendesk is the best!!
What do you like best about the product?
It is the easiest to use and setup for end users and techs!!
What do you dislike about the product?
Other systems have not opened enough of the their API in order to integrate better with Zendesk.
What problems is the product solving and how is that benefiting you?
We needed a single Service Desk that could handle both ticket lifecycle and a Help Center. With Zendesk we get both!!
Recommendations to others considering the product:
No need to look elsewhere Zendesk is where it is at!!
Great support
What do you like best about the product?
Easy to use, clear thread of communication
What do you dislike about the product?
When searching for tickets internally the icons aren't the most obvious
What problems is the product solving and how is that benefiting you?
Client support questions
Zendesk Zazz
What do you like best about the product?
That it is mobile. No matter where I am or what I am doing I can always help my clients. It is simple and quick. Also, I can look back and see what problems have occurred in previous months.
What do you dislike about the product?
That there are 3 Zendesk apps on my phone currently. Zendesk, Support, Zendesk Chat.
What problems is the product solving and how is that benefiting you?
All client questions concerning anything with our business in a flash. We have created a FAQ section on our website derived from the same multiple questions asked.
Efficient chat tool
What do you like best about the product?
I like the best it is easy to admin, customize and use daily. Handling spammers is easy. And as they send email notifications for chat requests sent while we are out from the office it covers the offline time also.
What do you dislike about the product?
As our chat volume is low due specialized segment then this fulfills our needs. So nothing to dislike.
What problems is the product solving and how is that benefiting you?
Live contact with prospects, sometimes wit users who can't use phone, skype or other chats that require signup.
Zendesk
What do you like best about the product?
History of communication with the client. Generally pretty easy for a new user to figure out how to use it.
What do you dislike about the product?
Insights per-rep could be more detailed. I also think fonts should default to the same font when copying and pasting.
What problems is the product solving and how is that benefiting you?
Organizing customer service.
Recommendations to others considering the product:
Definitely a sufficient platform for managing customer service.
Helps to Organize correspondence outside and inside of the workplace.
What do you like best about the product?
I like how the system organizes the queues as well as the security feature that can be added to it.
What do you dislike about the product?
Sometimes the system doesn't recognize a case and puts it in the wrong queue. This can cause an important time sensitive task to be overlooked.
What problems is the product solving and how is that benefiting you?
Organization, Privacy, Compliance
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