Zendesk Suite
ZendeskExternal reviews
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Great 3rd party plugin, easy to use!
What do you like best about the product?
I liked that they have a free one we can use. Because our business is small and we have less than 15 employees, we only needed 1 person on the live chat for our website to answer any questions.
What do you dislike about the product?
There wasn't much to dislike, they even have a free one that you can use if your business is small and you don't need a lot of admin users logged in at one time.
What problems is the product solving and how is that benefiting you?
Our company specializes in website design and marketing services. We wanted to have a live chat feature on our website so that people who would rather chat than call or email have the option to do so.
Recommendations to others considering the product:
If your company sells E-Commerce or is a business solution that might get a lot of inquiries on a daily basis, this live chat feature could be helpful. Or if you have a lot of employees and need to do daily inquiries, then this would be great!
Good though costly restrictions
What do you like best about the product?
The easy to use software and having web base customer service portal
What do you dislike about the product?
Costly, Not very adaptable. Account managers are not great
What problems is the product solving and how is that benefiting you?
None
Ticket Management Made Easy
What do you like best about the product?
As someone who never used a ticket management or knowledge base system before, I absolutely love using Zendesk. I love the ease of using the platform and the integrations. Their knowledge base system allows you to save past versions of articles for reference as well as create drafts. Perfect for any company / product with consistent growth or development.
What do you dislike about the product?
If I had to choose one thing, it would be the Zopim integration. I absolutely love this integration but it feels a bit new and there are some kinks to work out. I can't seen to stay logged in to Zopim within the Zendesk app. Sometimes the Zendesk Knowledge Base is so robust it can be hard to search to the relevant articles.
What problems is the product solving and how is that benefiting you?
The use of the Zendesk widget combined with the knowledge base & their new web widget customization for knowledge base articles really allows our customers to get the help they need quickly. The Zopim integration has been critical for us to help user in real time!
Recommendations to others considering the product:
Perfect for companies of all sizes. Allows you to scale as your grow!
Great way to keep in touch with Clients
What do you like best about the product?
I love the efficient way everything is organized with the clients history of contact and the ability to have internal messages as well.
What do you dislike about the product?
I don't like that sometimes the macros and apps can become convoluted if there is a lot to sort through.
What problems is the product solving and how is that benefiting you?
This software solves a huge issue with contact with clients being kept organized and easily accessible by customers as well as staff.
User friendly interface
What do you like best about the product?
I like that this software has a user friendly interface. It is simple and easy to use and allows me to help multiple clients at a time.
What do you dislike about the product?
Nothing--- Well it could use more of a modern look with various color schemes
What problems is the product solving and how is that benefiting you?
Answering tech support chat tickets for a well known game.
Benefits: It simplifies the chat ticket process.
Benefits: It simplifies the chat ticket process.
Recommendations to others considering the product:
The price is affordable and about the average for products of this magnitude.
Zendesk simplifies my job
What do you like best about the product?
I do a lot of user support for my job using Zendesk. My favorite thing is that we have multiple methods of getting contacted by our users all going to one place. Moreover, I can reply from that one place and each user gets their response in the expected way. People text me a question, Zendesk texts them back. People send an email to support, Zendesk emails them back. It saves me from having to check for messages in a million places and then trying to remember where each one was when I want to find it later.
I also like being able to manage tickets from multiple devices.
I also like being able to manage tickets from multiple devices.
What do you dislike about the product?
I don't really like any of the existing features. I wish there was a way to star certain tickets so I could find them later if I needed to without having to search. Everything eventually ends up in one big group, which can be frustrating.
I feel like it is a lot easier to use Zendesk on my computer than the tablet or Android options. It is nice to have those when I can't get to my computer, but it always frustrates me just a little when I use the mobile version.
I feel like it is a lot easier to use Zendesk on my computer than the tablet or Android options. It is nice to have those when I can't get to my computer, but it always frustrates me just a little when I use the mobile version.
What problems is the product solving and how is that benefiting you?
We use Zendesk to manage customer and user support coming in through multiple platforms. Being able to do this easily makes my responses faster, decreases my overall stress, and prevents me from missing someone's issue.
Zendesk Review
What do you like best about the product?
Zendesk makes it easy to manage requests from customers and agents. By adding tags and categorizations, our team can divide and conquer based on ticket content. It's a relatively flexible system that adapts well for different needs.
What do you dislike about the product?
My main issue is with the servers, which seem to have fairly frequent issues. I also don't like that you can't unmerge two tickets that have accidentally been merged together. That seems like such as basic feature, yet ZD doesn't allow it.
What problems is the product solving and how is that benefiting you?
We are interacting with our internal and external customer bases, making it easy for them to get the answers they need in a relatively short time. The ability to thread and categorize makes it a much more efficient system than email.
Recommendations to others considering the product:
Be aware of the system limitations, but generally speaking it's a very good Help Center and chat system.
Zendesk Review
What do you like best about the product?
Ease of communicating with team members AND customers on one platform. Nice to easily track tickets and users.
What do you dislike about the product?
I really don't like the fact that I can't create customized hyperlinks in the tickets. I would like it to work more like Gmail where I can highlight a word or phrase and create the hyperlink.
What problems is the product solving and how is that benefiting you?
Day to day operations, making sure customers needs are being met, identifying any bugs or issues within our system from the feedback we receive.
Zendesk review
What do you like best about the product?
I love that it tracks my cases accurately and at each stage of completion. It also provides a box for me to comment and also allows me to communicate with internal staff as well as respond to the submitter.
What do you dislike about the product?
Setting up a new request type and assigning it to a user is not an intuitive process.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a central repository to keep track of issues whether there technical or non-technical.
A robust platform
What do you like best about the product?
The possibility of connecting messaging platforms into one account, also the emails sent constantly that make it easier to follow-up the customer service performance.
What do you dislike about the product?
There is nothing to complain about. The more you use it the more you learn from it.
What problems is the product solving and how is that benefiting you?
Checking all our ecommerce channels messages was not the best way to optimize processes; with Zendesk it became easier and faster to reply and follow-up tickets.
Recommendations to others considering the product:
Perfect tool to begin to worry less on messaging and more in what really matters.
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