Zendesk Suite
ZendeskExternal reviews
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ZenDesk takes the worry of keeping customer contact history away!
What do you like best about the product?
Easy to use interface. Robust reporting tools.
What do you dislike about the product?
Wish it had its own data warehouse instead of needing to work with good data.
What problems is the product solving and how is that benefiting you?
Keeping a history of service calls and issues and steps to resolution.
A wonderful software that streamlines the CS experience
What do you like best about the product?
The simplicity and learnability of the software. Within an hour or so I had picked up the ins and outs of how ZenDesk works. Previous CRM software, such as Salesforce Desk, was cumbersome and clanky in the learning process, and was not intuitive. ZenDesk is an incredibly intuitive software, and I would definitely recommend it to any CS team that is looking to scale their support.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
Additionally, user/customer profiles make it easy to look up previous ticket history, especially when needing to reference a previous issue a customer was facing. Combining/merging tickets allows our team to know exactly what to look for and focus on when crafting a response.
What do you dislike about the product?
Not a lot of support for users, especially when the software is experiencing issues. At most there is a tweet sent out from ZenDesk's Support Twitter account, and we do get notifications on when service is back up, but it would be helpful to get more detail about what issues our team is facing when ZenDesk goes down.
What problems is the product solving and how is that benefiting you?
Our primary business problem is attempting to solve customer issues that can vary across a number of different concerns. ZenDesk makes it easy to consolidate multiple customer tickets into one, so we can better address each concern point by point.
Recommendations to others considering the product:
ZenDesk is easy to learn, easy to use, and has helped out tremendously with our team's CS needs!
Zendesk is affordable and efficient
What do you like best about the product?
Very user friendly. Easy reporting tools.
What do you dislike about the product?
I can't really say I have experienced any true dislikes
What problems is the product solving and how is that benefiting you?
Having all reported issues in one place. Easy to search known issue and see resolution for issue.
Excellent organization tool for customer support
What do you like best about the product?
I love that I'm able to set up triggers based off what customers would like assistance with to immediately triage that information to members of my team.
What do you dislike about the product?
Bit of a clunky interface and reporting need some help.
What problems is the product solving and how is that benefiting you?
Assists us with doing some deeper analysis of common recurring customer issues. Previously did not have this at the company, great stepping stone tool.
Always Helpful!
What do you like best about the product?
I enjoy how easy it is to use when searching for certain companies or certain tickets that we have kept track of. The search bar is always easy to find and it always helps when they do an update and let s know what exactly has changed.
What do you dislike about the product?
Sometimes when searching I am not able to look for more than one criteria. I would like to have an advanced search where I can look for maybe a company name and ticket ID
What problems is the product solving and how is that benefiting you?
I help with resolving Customer Service Incidents. The tickets come in and are always very easy to find and there are certain triggers that can be set up so that they can get directly assigned to me.
Zendesk review
What do you like best about the product?
User friendly.
We use it in office and our staff on the road uses it on their iPad.
Great software
We use it in office and our staff on the road uses it on their iPad.
Great software
What do you dislike about the product?
Can't do everything in one program. We use for property management so we have to use an accounting program also for po's ect
What problems is the product solving and how is that benefiting you?
Property management. We use zendesk to assign tickets to our staff to do repairs ect.
Recommendations to others considering the product:
Great tool for property management companies
The best software we've had so far
What do you like best about the product?
We recently moved to Zendesk in early 2016. I had been using another program called Help Shift to answer customer service tickets - it was a bit convoluted and hard to navigate. I like that it's an effective way to answer customer service tickets; I also like that email and chat tickets are kept separately and there is an auto-routing feature (that cuts down on the time I've spent routing in the past). I like that it has multi-channel support: email, web, phone, chat, social media; previously we had to use a completely other service to view our social media (Sprout). This is a lot more streamlined.
What do you dislike about the product?
I wish you could add assignees on to tickets (if it were a group ticket), but that's about all I can think of! Other than that, I really love using this software and it's much better than our previous one.
What problems is the product solving and how is that benefiting you?
You can view your own stats and feedback - that's been my favorite part of this. You don't have to go running to a team lead or manager to figure out your feedback on tickets or wait for them to QA you. You can also create different views depending on department or subject matter - it's very customizable in that way!
ZenDesk is a Great Product
What do you like best about the product?
I really like the user interface and the ability to integrate with a program like Jira. It really helps us do a good job in meeting what the customer needs. I like the customer support. Whenever we seem to have any issues, they are very responsive with giving us feedback or pointing toward the place where we can find the answer.
What do you dislike about the product?
I think that the upgrade tried to add a lot more graphics to the UI, and make it a lot more fun to use, but in the end I think it was detrimental to the UI and how fast things are. I could care less about how the colors look like and care more about the service provided. I dislike sometimes that the site has extended maintenance windows especially during the office hours, but times when we are trying to catch up on work.
What problems is the product solving and how is that benefiting you?
We are trying to solve better ways to interact with our customers and complete the needs faster. I think there should be a couple of more features with work tasking so that people can be given certain accounts or certain customers in an automated manner, and not have to have an administrator do this task. Otherwise I think that it is definitely headed in the right direction and will continue being a customer of this product.
Recommendations to others considering the product:
It definitely is the best software out there for what we need. I really enjoy using it so, definitely try it before going with a competitor.
Good communication platform between IT and end-users
What do you like best about the product?
Ability to communicate within platform with interface to user's built-in email.
What do you dislike about the product?
Hidden/Public messaging functionality may leave end-users out of key parts of help desk conversations.
What problems is the product solving and how is that benefiting you?
IT Service Desk functionality to streamline and track service requests.
WOW what a System
What do you like best about the product?
Overthinking this is an amazing system and there are so many functions, you can not go wrong with this system.
What do you dislike about the product?
there is nothing wrong and it is and amazing interactive sytem
What problems is the product solving and how is that benefiting you?
no more dropped calls and the connection with the customer seems to be more personal.
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