Zendesk Suite
ZendeskExternal reviews
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Good service tool
What do you like best about the product?
I love the ability to pre build macros for easy responses.
What do you dislike about the product?
The integration of the phone. Not being able to log into your phone from the phone app. for an on call support rep it's annoying to have to have a computer near by when you have the app for the phone or iPad that you should be allowed to work from.
What problems is the product solving and how is that benefiting you?
This is our support tool. We use this to track all of our customer questions and issues. It's great to have visibility to my whole team so nothing is ever missed.
Recommendations to others considering the product:
It's quick and easy tool. Easy to learn and has a lot of functionality. Compared to other CRMs it's not as flashy but does a great job where others lack.
Zendesk - Perfect Helpdesk for Small Shops
What do you like best about the product?
How simple it is for us to communicate effectively with our clients. Clients can easily open tickets from a number of sources, but it all comes back to zendesk. This has led to higher client usage than previous solutions.
What do you dislike about the product?
The pricing. As a small shop, we watch every penny and it continues to be a big expense for us. That said, it's a great solution for us, so it's worth the money.
What problems is the product solving and how is that benefiting you?
We needed an effective way to track all client help requests.
Great product
What do you like best about the product?
Everything is very thought through and easy to use. When we have a problem we are trying to solve for customer service or even internal collaboration we have turned to Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
The macro and trigger systems have help us automate a number of things while still providing great customer service.
The customization is great and really has helped us solve a number of issues. If a person is looking for a ticking solution I would highly recommend looking at Zendesk.
What do you dislike about the product?
I have not found much to dislike about it. it does not have a built in NSAT score tool (only basic are you satisfied, yes/no) which is something we The only issues we have run into are syncing data with our homegrown CRM but that is more an issue with us rather than ZD.
What problems is the product solving and how is that benefiting you?
We are able to easily track the workload of tickets coming in while still providing an excellent experience for our customers. With the ability to segment, prioritize and categorize tickets we have gotten two different departments involved in using it, Customer Success and Technical Support.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
We are also going to be able to easily gather ideas for improvements to our products from customers and employees through the Community feature. It has been a very beneficial product.
Recommendations to others considering the product:
It is very easy to use and will really help you if you are using email or less sophisticated products to provide customer service.
Easy to implement and scale
What do you like best about the product?
It integrates with with our eCommerce platform (Shopify) and phone service (RingCentral). It is easy to set up and implement, including tagging and triggers.
What do you dislike about the product?
Zendesk does not allow direct reply and management of Facebook comments via the platform.
What problems is the product solving and how is that benefiting you?
Scaling customer service. We are better able to measure the types of inbound inquiries, track interactions, and scale our customers without scaling our team as quickly. Zendesk allows us to be professional and prompt with customer management.
Simple and effective
What do you like best about the product?
Zopim is our choice software for fielding live support. We use it on our own site and install it for clients. The look and feel is nearly perfect out the box. The usability is great for non-technical users we have to train to use live support. The trigger system is epic at starting chats. One of my favorite pieces of software I use everyday.
What do you dislike about the product?
The look and feel is nice out of the box, but lacks advanced/custom changes. Very constrained to a small box . Other software is getting more creative and stylized with their pop up boxes.
What problems is the product solving and how is that benefiting you?
Helping connect website visitors to CSRs, sales reps, or whoever they should be in contact. We realized people LOVE using chat.
Easy, Intuitive and Efficient
What do you like best about the product?
We moved to Zendesk from an on-prem software that was so cumbersome to use and complex to understand. We like the easy to understand web interface, flexibility to connect to external applications, flexibility to send an internal note and easy way to merge the two tickets.
We like their user-based pricing model, it brings down the entry barrier for small and medium companies.
We like their support - very smart and thoughtful staff.
We like their user-based pricing model, it brings down the entry barrier for small and medium companies.
We like their support - very smart and thoughtful staff.
What do you dislike about the product?
I wish they could provide much more granular analytics that can be used to find the actual TAT in issue resolution.
It would be great if they can improve on their messenger and make it a separate application and not part of the web application.
It would be great if they can improve on their messenger and make it a separate application and not part of the web application.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as a ticketing system as part of our customer support.
Recommendations to others considering the product:
Enhance the analytics around user and issues
Great site for monitoring concerns
What do you like best about the product?
This allows us to keep up with customer questions, the answers we provide
What do you dislike about the product?
I would like a button for eliminating some posts.
What problems is the product solving and how is that benefiting you?
Allows more than 1 person to respond to a request or customer concern.
Recommendations to others considering the product:
great, easy to use, does not require a lot of training
Great
What do you like best about the product?
The ability to customize the interface to whatever analytics and what type of relationship management you need.
What do you dislike about the product?
It does go down often (twice in the past week) which can be less than ideal in the middle of a work day.
What problems is the product solving and how is that benefiting you?
I am an employee using this as a CRM tool. This is the 2nd company I have used ZenDesk with.
Recommendations to others considering the product:
Make sure you fully utilize the tutorials and their support, there is SO MUCH the software can do, don't waste it.
Great Product
What do you like best about the product?
excellent robust support platform we have been using for several years. easy to use, good analytics, scalable model.
What do you dislike about the product?
nothing much. would always like to be less expensive
What problems is the product solving and how is that benefiting you?
we are an ESP with an email platform and we have use zen desk to manage our support tickets and knowledge center.
Gold Standard of Help Desk Platforms
What do you like best about the product?
I keep learning ways to leverage Zendesk. It's the gold standard in CRM tools in my opinion. I have been using Zendesk for over a decade across multiple icon brands. At times managing as many as 7 instances simultaneously, with thousands of agents. It's simple enough that a first time CRM admin can get it up runnning quite easily, whereas an experienced admin can work wonders.
What do you dislike about the product?
Their basic support leaves a bit to be desired. Dedicated account managers and support make a huge difference when needed. They are quite responsive to their enterprise customers, whereas SMBs that can't afford premium support may encounter hurdles with inexperienced admins.
What problems is the product solving and how is that benefiting you?
This replaced our old service desk and it has been great. It allows us to:
Manage our help desk
Create a knowledgebase and self-service portal
Create a community space with announcements and news
Create automations
Scale quickly and easily
Manage our help desk
Create a knowledgebase and self-service portal
Create a community space with announcements and news
Create automations
Scale quickly and easily
Recommendations to others considering the product:
Build your process first, then configure the tool to match your desired process. I have seen too many new admins let the tool guide their process.
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