Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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It is much user freindly
What do you like best about the product?
Automatic ticket creation via email. We can mark ticket as pending,open,closed.
we can run reports based on status
we can run reports based on status
What do you dislike about the product?
We cant starred the important ticket . better if we can segregate by priority.
What problems is the product solving and how is that benefiting you?
We are replying and managing customer support .Good for communication.
A fast, reliable and clear tool
What do you like best about the product?
The number of options to automatise work is impressive. This helps limit to the likelihood of a human error. Additionally, the variety of options offers various approach towards individual work.
What do you dislike about the product?
When contating ZD support. The character number restriction in the box to describe the issue is quite low. It's not enough to describe the entire issue in detail.
What problems is the product solving and how is that benefiting you?
Usually, I contact ZD staff regarding minor issues, however, some of them could be tricky. On each occasion, they provided me with satisfying support and answers.
Recommendations to others considering the product:
It's a powerful tool with multiple functions that make work much easier and enjoyable.
A complete support suit !
What do you like best about the product?
The ability to contact customers from multiple channels, and access to a set of data analytics
What do you dislike about the product?
The talk feature still needs improvement and is quite complicated to setup
What problems is the product solving and how is that benefiting you?
Solving all the customers requests coming from multiple channels in one centralized place.
Recommendations to others considering the product:
All you need is to set it up correctly, then everything is so easy
Problem solved
What do you like best about the product?
She was very helpful and nice, connect me to a zoom and we share the screen, she saw the problem and told me what I need to do to check the tickets.
What do you dislike about the product?
Nothing, the amiability and attitude were Excelent.
What problems is the product solving and how is that benefiting you?
It helps to communicate more effectively with clients and solve problem in record time
Helpful and manageable
What do you like best about the product?
The fact that we can request reviews from our clients through the ticketing system via email and chat.
What do you dislike about the product?
Not being able to forward emails. As of now I copy and paste to forward emails.
What problems is the product solving and how is that benefiting you?
Offering technical support to our clients via email and live chat support. We also created a knowledge base where customers can access "how to" articles for support. CSAT scores allow us to monitor customer satisfaction with our customer service team.
Recommendations to others considering the product:
Do it, app integrations are a nice feature!
FANTASTIC SUPPORT
What do you like best about the product?
You've updated your chat so being directed to a live person is so easy when needed! Your CSRs are always super knowledgeable and patient with "laymen" like myself!
What do you dislike about the product?
Maybe have a phone number for urgent issues.
What problems is the product solving and how is that benefiting you?
Reporting, adding agents - no specifically "problems," just need a little hand- holding from time to time. Even had a couple of Zoom sessions in the past. SUPER APPRECIATED!
Recommendations to others considering the product:
Excellent customer support
Support Software with support that actually exceeds expectations!
What do you like best about the product?
Every time I reach out to your team, I leave the conversation with my question answered, and several links to articles to help me out.
What do you dislike about the product?
I wish it was easier to find what I am looking for in the community/help articles. Also, having been a former SFDC user, the reporting function has a learning curve, and more limitations by comparison.
What problems is the product solving and how is that benefiting you?
Scaling a support org from scratch! Following up and tracking metrics is a breeze. We are definitely more productive and fine-tuning our process to achieve higher CSAT!
Zendesk Support
What do you like best about the product?
help desk is nice being able to ask questions
tickets are created with every phone call
tickets are created with every phone call
What do you dislike about the product?
takes a bit of time to get a support person when needed
What problems is the product solving and how is that benefiting you?
we were not able to transfer calls to other support agents
Powerful Tool
What do you like best about the product?
It's a very powerful tool and integrates with a lot of popular apps which is really nice. I like that they offer chat/email/talk all in one platform. Reporting seems to be pretty robust/extensive.
What do you dislike about the product?
Not plug & play friendly - There are a lot of "triggers" or rules/workflows that need to be created for certain features to work. Additionally, while the support team is somewhat helpful they default to sending help articles rather than attempting to troubleshoot/walk you through an issue. We've had issues with our emails going to customers' spam folders which Zendesk wasn't very helpful in solving.
What problems is the product solving and how is that benefiting you?
We're solving customer support issues and reporting on the reasons a customer reaches out to support.
Recommendations to others considering the product:
Know what your business needs are. Zendesk is a very powerful tool that can be complex.
Fantastic
What do you like best about the product?
all of our company tools rolled into one
What do you dislike about the product?
the initial set up can be a bit beefy but its worth it
What problems is the product solving and how is that benefiting you?
integration of 3rd party apps. once done its great for workflow
Recommendations to others considering the product:
Do it
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