Zendesk Suite
ZendeskExternal reviews
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Great for tracking client communication and managing
What do you like best about the product?
Everything is kept nice and organized. The ticket system is great for tracking support questions, having internal discussions, attaching docs and gathering details all in one place.
What do you dislike about the product?
Some customizations features in the knowledge base section are either lacking or require a higher level of the product. (I'd have to check with our docs guy for specifics).
What problems is the product solving and how is that benefiting you?
Keeping track of support inquiries and making sure things don't get lost in a pile. Also gathering initial details so time isn't wasted getting basic information via several back and forths.
Almost better than email
What do you like best about the product?
Ticket management is great. You can create triggers and automations for your work flows. Customer support is fairly quick on responses. You can set up different channels for different groups or depts in your company
What do you dislike about the product?
Zendesk pricing can be expensive. All license costs are the same, so if you have a light user, the costs add up.
Dashboard reports can get confusing and lack customization unless you create your own report from scratch, which can get overwhelming
Dashboard reports can get confusing and lack customization unless you create your own report from scratch, which can get overwhelming
What problems is the product solving and how is that benefiting you?
We used to just have an email alias for all support emails. This gets messy when you have over a hundred emails a day. Having a ticketing system to manage emails helps a lot and provides accountability for each ticket.
Recommendations to others considering the product:
Clean and simple tool. Ticket deflection feature is neat
Lots of room to make Zendesk yours with the API
What do you like best about the product?
With Zendesk as a user, I like that there is an API attached along with trigger to hit other APIs.
Whenever I might come across some limitation within the system, I was able to program in a better or more efficient way to do things.
e.g The Slack app installation was subpar in my experience (it tended to make changes to settings after I modified them to work in another way), so I was able to hit the Slack API directly from Zendesk and define what should happen when via triggers/automations
Whenever I might come across some limitation within the system, I was able to program in a better or more efficient way to do things.
e.g The Slack app installation was subpar in my experience (it tended to make changes to settings after I modified them to work in another way), so I was able to hit the Slack API directly from Zendesk and define what should happen when via triggers/automations
What do you dislike about the product?
Zendesk has some things that just are not documented which causes interesting situations-- e.g. that you can only have 1000 open tickets at one time before zendesk auto closes them for you (even without a trigger/automation to close), lack of documentation in acceptable fields to pass into the API, no editing of closed tickets
What problems is the product solving and how is that benefiting you?
Connecting customers with engineering (jira) and sales (salesforce) while also providing a great customer experience (triggers/automations/tailored auto responder emails)
Good Live Chat Solution
What do you like best about the product?
Zopim live chat is a breeze to set up and interact with site visitors within minutes.
What do you dislike about the product?
Zopim triggers have sometimes not worked properly.
What problems is the product solving and how is that benefiting you?
Zopim provides real-time customer service and allows one representative to handle multiple chats at a time if needed.
Recommendations to others considering the product:
Try out the 14 day free trial and see if you can realize the benefits of Zendesk chat's analytics, triggers and other cool features.
Great process
What do you like best about the product?
How easy it is to use. It took my team a few days to master this.
What do you dislike about the product?
The GUI could be a bit prettier, but thats just me being picky!
What problems is the product solving and how is that benefiting you?
Support. It has streamline communication
So Much Better Than Email!
What do you like best about the product?
I love Zendesk Support. It's very user friendly and easy to navigate. I like the "tags" feature. I like being able to search for tickets based on different search criteria.
What do you dislike about the product?
I don't like how if I don't add an "assignee" to a new ticket, it's basically lost in space. Even if the recipient responds, the ticket does not go into "needs actions".
What problems is the product solving and how is that benefiting you?
I work on a team and I love that we can all answer back and forth emails when they come in, instead of having to answer separately from private email addresses. We can all be on the same page with the issues coming and work together on the resolution.
Recommendations to others considering the product:
You Won't regret it!
Great Customer support tool
What do you like best about the product?
I like the ticket management UI the best, but the analytics tools are not bad either.
What do you dislike about the product?
The analytics tools could be more robust.
What problems is the product solving and how is that benefiting you?
We use this for all our customer support ticket management.
A great way to interface with customers
What do you like best about the product?
Gives you a more instant connection with your customer. Adding this with Zendsek allowed me to know what a customer needed in real time versus waiting for an email response. This also emailed the chat log with the customer's information to them. Then it created the ticket with all of this as well.
What do you dislike about the product?
It was a bit resource intensive. Sometimes it would be slow to react or take too long to load up a conversation. If they could speed it up a bit more the product would be excellent.
What problems is the product solving and how is that benefiting you?
The need to support customers in real time.
Recommendations to others considering the product:
There are a few options out there in terms of chat but this one works really well and integrates directly with Zendesk. There is a lot of information that you can gather with it and is probably the best support chat I have seen.
Best in class for a reason
What do you like best about the product?
The customization capability is what really sets Zendesk apart. Administration and management of the system are incredibly intuitive and the UI is stellar. Being able to define workflows has been important for our organization, along with customizing views to understand specific issues within components of our platform
What do you dislike about the product?
My only real gripe is the helpfulness of the individual dashboard to my employees. This screen has the ability to be powerful but ends up hardly ever being used because of the impact to the end user
What problems is the product solving and how is that benefiting you?
Rapid response to platform issues with our SaaS offering. Tied into our account, SSO into Zendesk, the experience is seamless and easy for the team
Recommendations to others considering the product:
If you need a racecar, don't try to fit your needs with a Pinto
Easy, Intuitive
What do you like best about the product?
ZenDesk seems User focused. Everything is easy to understand and there are shortcuts everywhere if you take the time to learn about them.
What do you dislike about the product?
ZenDesk can tend to lag if you don't restart every once in a while.
What problems is the product solving and how is that benefiting you?
I use ZenDesk in order to communicate with our Users through phone, chats, and email
Recommendations to others considering the product:
So much easier than Salesforce and much more effective too.
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