Zendesk Suite
ZendeskExternal reviews
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Zendesk is an amazing tool for Customer Service teams!
What do you like best about the product?
What I really love about Zendesk is how easy to use it is. I'm the Zendesk administrator and knowledge manager for our customer service team so I use most aspects of the tool. The knowledge bases are easy for customers to use and navigate through. They're also very easy to set up since they already have a theme available to use and you just input your information. The tools available to write articles are great. They recently have added more options to use, so that's awesome! You can add pictures, video, links, etc very easily. Zendesk > Salesforce for sure!
What do you dislike about the product?
If you'd like a more interactive knowledge base for customers where they want to work through step by step instructions, instead of reading an article or watching a video you'd need to integrate a tool into Zendesk for that. The negative about this is that it will cost money, however, the upside is that Zendesk works with many different vendors and offers many choices in their Marketplace.
What problems is the product solving and how is that benefiting you?
We heavily focus on self-service for our customers and are always leading them to the knowledge base for their answers. So this really helps with keeping our call volume lower.
Simple and Effective
What do you like best about the product?
What I like the most is the fact that you can organize tickets the way you like, create triggers and automations that suits the business needs, and if you are more technical person, connect your projects through API. I personally like the part that they allowed us to keep our legacy plan.
What do you dislike about the product?
If they can improve the updating of data storage report, it will be a great improvement.
What problems is the product solving and how is that benefiting you?
Escalations, by using a field we created we can handle urgent tickets such as escalation tickets and respond accordingly.
Zendesk Helpdesk Center
What do you like best about the product?
Clear view and follow up of request management with customers and internal teams
What do you dislike about the product?
Explore is a little but struggling to manage
What problems is the product solving and how is that benefiting you?
Time zone of our international market. We can accelerate exchanges and internal note to accelerate solving of requests. Article base of knowledge is very usefull to escalade the request to a next level
Great tool!
What do you like best about the product?
I have seen a lot of other CRM tools coming up but Zendesk is here to stay which gives a feeling of trust. They have implemented all the new tools that are required to grow.
What do you dislike about the product?
The price is sometimes a turning point but for the rest nothing!
What problems is the product solving and how is that benefiting you?
AI
it is user-friendly platform that makes managing customer interactions efficient and organized.
What do you like best about the product?
It provides smooth environment for customer support.
What do you dislike about the product?
It should provide integration capabilities to connect with app stores so we can directly give review feedback on app store through zendesk.
What problems is the product solving and how is that benefiting you?
To resolve customers issues through ticket.
Good！！！
What do you like best about the product?
The features are comprehensive, the performance is very stable, it is suitable for large teams, and it is very easy to use.
What do you dislike about the product?
The price is too expensive. It updates too frequently, so administrators need to keep an eye on Zendesk updates regularly.
What problems is the product solving and how is that benefiting you?
It can integrate with many mainstream social media platforms, allowing customers to communicate better with agents.
Zendesk Makes Support Requests Easy to Track, Respond, and Resolve
What do you like best about the product?
Zendesk helps tech teams keep track of support requests, while also making it easy to respond, resolve issues, and reinforce company tech standards.
What do you dislike about the product?
Price is always a topic of discussion when it’s time to renew Zendesk.
What problems is the product solving and how is that benefiting you?
Tech Ticketing Tracking
Streamlined IT Support with Room for Data Reporting Improvement
What do you like best about the product?
I use Zendesk for Customer Service as a high-speed command center for my IT infrastructure and support operations. It really helps with consolidating all of our technical requests in one location, which is great for keeping things in order. The alerts we get through Zendesk are incredibly productive. Learning automation in Zendesk has been a challenge, but it’s extremely helpful. The automated alerts and centralized ticketing system allow me to maintain a good technical rhythm. The initial setup was pretty simple, and the customer support along with the manuals were extremely helpful, making getting things up and running pretty straightforward.
What do you dislike about the product?
I think that for me, a lot of the data reporting could be heavily improved.
What problems is the product solving and how is that benefiting you?
Zendesk for Customer Service solves fragmented communication by consolidating technical requests in one location and provides productive alerts. Automation in Zendesk is extremely helpful for maintaining a sense of order and rhythm in technical operations.
Agent Workspace Shines with Seamless Multi-App Integration
What do you like best about the product?
I like the agent workspace and the ability to integrate with multiple apps, the availability of all the options in single page.
What do you dislike about the product?
At times explore option is slow and the lag time to get real time data from explore.
What problems is the product solving and how is that benefiting you?
We can track our customer interactions and generate valuable insights.
All Customer Emails, Chats, and Calls in One Organized Dashboard
What do you like best about the product?
It is great because it pulls all your customer emails, chats, and calls into one organized dashboard so your team doesn't lose track of anything.
What do you dislike about the product?
The pricing can be a real headache because the best features are often locked behind expensive add-ons.
What problems is the product solving and how is that benefiting you?
Basically, it fixes the mess of scattered customer emails and chats by putting everything in one place, so you can stop asking people to repeat themselves
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