Zendesk Suite
ZendeskExternal reviews
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I like the product and although there is always room for improvement I would 100% recommend it.
What do you like best about the product?
The integration between the different products inside Zendesk Suite allows our agent to seamlessly support our clients through multiple channels
What do you dislike about the product?
Honestly, I cannot think of a particular thing that I dislike, but maybe I would love it if you offer more options when it comes to voicemail messages, so we won't have to go to voiceover actors and pay additional for voicemail recordings.
What problems is the product solving and how is that benefiting you?
It significantly reduced the time for which we serve our customers and we are constantly finding options to reduce it even more with macros, triggers and automations.
Recommendations to others considering the product:
Use it! It will save time and will make your customer service better.
Best Support Ticket Software I've Used in over 30 Years
What do you like best about the product?
The over all look and feel, very easy to use UI. The ability to choose between different types of automation and be able to reply with pre defined emails. Also the integration with email platforms such as Outlook.
What do you dislike about the product?
Nothing so far. The new workspace upgrade is brilliant - the things I found annoying have all been addressed in this upgrade. And we could choose when to upgrade which I've never had from a company ever!
What problems is the product solving and how is that benefiting you?
We use a contractor to manage our helpdesk function and we are 2nd tier support. We have a company of over 500 people nationwide. Zendesk allows us to manage helpdesk tickets seamlessly between ourselves , our staff and our contractor
Recommendations to others considering the product:
In New Zealand it is hard to find companies that work in our time zone, especially for support. I've not had one situation where I've not had an immediate response when logging a support call. The fact its online also allows us to work from any device from any location. I've used many systems in my time , and Zendesk ranks higher than any others.
Zendesk Sell and Analytics
What do you like best about the product?
Clifford, a customer service person responded to my query within 10 minutes. He reviews my case, and my account profile giving me a solution right for my needs and particular case. He also gave me supporting material to follow up on and waited for me to find out if the solution given was suited for what I was looking for.
What do you dislike about the product?
Everything was good, starting from easy Bot questions, moving forward to contacting an agent to chat with.
What problems is the product solving and how is that benefiting you?
The idea of using the built-in analytics tool, rather than connecting a third party to do the job.
Chat Support Helps A Ton
What do you like best about the product?
I like being able to chat and get someone quick. Customer Service is important to me when I am the customer and when I am the company. Most of the time I am trying to problem solve an issue and being able to get an answer quick is key in our business.
What do you dislike about the product?
Sometimes all of the how-to links are overwhelming. I'd rather have someone personally help me. Chat bots drive me crazy and put me on information loops. I like the personalization of hands-on help from a human instead of a bot.
What problems is the product solving and how is that benefiting you?
Users and email tracking. I realized we don't have to lose email history when someone leaves their position. Being able to link the email history back even further back than we have had zendesk is pretty cool.
Recommendations to others considering the product:
Be clear on your internal departments so you'll know where to assign tickets.
Simple yet comprehensive CRM, good support.
What do you like best about the product?
I like the ticket tabs and how it saves my half-finished work.
What do you dislike about the product?
Limitations in the configuration such as certain column info not possible.
What problems is the product solving and how is that benefiting you?
Comprehensive support - Great for a variety of tickets
Great Software
What do you like best about the product?
It is easy to learn as well as teachable to others this helps us as a team to be more efficient in work as with the aid of Zendesk
What do you dislike about the product?
That it has some limitation and not as must personalization to features that allow people to able to view in a way they fill most best in
What problems is the product solving and how is that benefiting you?
Ticketing systems and software intergrations
Zendesk review
What do you like best about the product?
Tickiting system & Other ticket management features, Ease of access, Make easy to inetract with the lerner's
What do you dislike about the product?
Somtimes it feels a little bit buggy, otherwise all good.
What problems is the product solving and how is that benefiting you?
Providing technical solution to the learner's
Zendesk is a great tool for customer service!
What do you like best about the product?
It does all that you would need for a customer service platform to do and makes it simple! I enjoy the way the platform is designed and how easy it is to navigate through the platform and tickets
What do you dislike about the product?
I wish you can turn on a setting where you can get an email notification when you are assigned a ticket. For some people who use it less frequently and don't have to check it every day tickets can become forgotten about and have a longer response time.
What problems is the product solving and how is that benefiting you?
I love that it is so easy to search through tickets. I can search keywords or names and find answers to questions from previous tickets that someone might not know the answer to.
Recommendations to others considering the product:
It really helps make customer service easier!
Organize customers support
What do you like best about the product?
The Support Suite allows my support team to manage, organize and analyze all the clients' tickets.
There are a lot of functionalities that help my little team to manage a huge amount of tickets.
There are a lot of functionalities that help my little team to manage a huge amount of tickets.
What do you dislike about the product?
The initial setup is quite difficult. I need some time to manage to learn the basic functionalities of the product
What problems is the product solving and how is that benefiting you?
I can view all the open and pending tickets with a quick look.
I can now analyze the recurring pattern of the support and start to build processes on that information.
I can now analyze the recurring pattern of the support and start to build processes on that information.
Great functionality but not for all businesses
What do you like best about the product?
Zendesk is great for organising and keeping track of issues, with many different features to suit different needs. We use a number of automations and triggers to get the right issue to the right team and make sure all is flowing as it should.
What do you dislike about the product?
The main problem we have is zendesks inability to resolve a situation in which an initial email was sent or cc to one email address used in zendesk, thereby creating the ticket, with following emails being sent to other emails addresses. Zendesk is unable to recognise that another email has been added into the thread (or that the original thread was forwarded to another email) and so the original ticket will just continue to update. In our company with many different departments, but only the customer service teams working on zendesk this is a big problem for us requiring multiple workarounds and no fool proof solution which is a risk to our business.
What problems is the product solving and how is that benefiting you?
Able to have emails, app based messaging service (like chat) and phone calls all in one platform. We can easily search ongoing issues in tickets. We can easily manage and view stats. The best part is that we are able to build zendesk how we need it without having to make change requests to a software company.
Recommendations to others considering the product:
Carefully consider your business structure and the types of communications that regularly take place
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