Zendesk Suite
ZendeskExternal reviews
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Zendesk providing all in one feature
What do you like best about the product?
Zendesk Support provides a wide range of feature. The main features which helped us a lot are listed below:
- Zendesk provides the best HelpDesk feature. One can easily create a ticket, automated response will be provided to customers.
- Zendesk offers the best tracking for the customers issue.
- The alert will be raised for high priority task.
- The mail tracking can also be done using zendesk.
- The zendesk help support is also ready to help whenever stuck.
- The feature of intelligent routing is very much helpful.
- The automatic recording session comes handy for future use.
- Zendesk provides the best HelpDesk feature. One can easily create a ticket, automated response will be provided to customers.
- Zendesk offers the best tracking for the customers issue.
- The alert will be raised for high priority task.
- The mail tracking can also be done using zendesk.
- The zendesk help support is also ready to help whenever stuck.
- The feature of intelligent routing is very much helpful.
- The automatic recording session comes handy for future use.
What do you dislike about the product?
As such there is nothing to dislike about Zendesk Support Suite. I dont have really great experience with Knowledge base and speech analytics functionality of Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite has made the life easier for customer as well as for us. Using Zendesk customer is addressed very efficiently. The support of live chat has helped a lot for solving the customer issue. One can also track the progress of any tickets. The Proactive Notification has very positive feedback from the customers.
Recommendations to others considering the product:
Zendesk Support Suite provides a very cool feature. It can be used by the company which needs to provide better support to customers. It also provides you trial for a few days. It is worth a try !!!
Robust Support Tool for Tech
What do you like best about the product?
The flexibility of ZenDesk has been extremely beneficial to our support and product teams. The fact that we can write macros to save time, communicate and collaborate internally, and close the feedback loop all in one tool is fantastic!
What do you dislike about the product?
I'm not sure I have any major complaints with this software!
What problems is the product solving and how is that benefiting you?
ZenDesk serves as our customer support ticket system, our Knowledge Base, and our bug ticket creator (integrated with Jira).
Great software and service
What do you like best about the product?
My team is able to monitor and prioritize tickets and calls. My managers are able to edit fields to assist us in tracking issues, which is critical for compliance and training.
When we need support, I find Zendesk agents are always willing to assist so we can get on with the task of providing outstanding support to the platforms we support.
When we need support, I find Zendesk agents are always willing to assist so we can get on with the task of providing outstanding support to the platforms we support.
What do you dislike about the product?
I do believe explore is a bit limited as far as gathering data we need, however, I find reaching out to ZD support for assistance fixes that. They are able to guide me to the correct workarounds or fields to get the formation I personally need.
What problems is the product solving and how is that benefiting you?
My agents can work on multiple tickets at the same time, organize queues so nothing is left behind/forgotten, and enables us to identify urgency when needed. This allows us to tackle any deficiencies easily.
Zendesk is a great tool for Omnichannels
What do you like best about the product?
The features available have been developed thoroughly due to the time Zendesk has been on the market. You will find features that may or may not apply to your use, but that is the great thing about it that you can use it to your preference.
What do you dislike about the product?
Sometimes it may get a bit confusing to change features. Sometimes you will find two different places to change the same feature, one overriding the other one. This makes it very confusing in some cases and may frustrate you in some scenarios.
What problems is the product solving and how is that benefiting you?
We have been able to put a product out in order to better assist our users. The product brings all together Whatsapp, FB, chats, emails, tickets, etc.. Which is great.
Recommendations to others considering the product:
Take the starter packages they offer to have a thorough training from them and be able to use the service the best way possible.
The product is very good for customer support - which the setup was more user friendly
What do you like best about the product?
The ease of managing support tickets and interacting with customers
What do you dislike about the product?
Manipulating and maximizing the explore suite capabilities.
What problems is the product solving and how is that benefiting you?
Managing customer issue and assignment to team members
Great service
What do you like best about the product?
We're using Zendesk to show support pages to our customers. They provide excellent support and make it easy for us to show helpful pages, as well as customize the site to our design.
What do you dislike about the product?
The support suite is quite extensive. While that is good on the surface, it might take some time or support requests to find and configure special requirements. That being said, the support is usually quite helpful.
What problems is the product solving and how is that benefiting you?
We're using Zendesk to show support pages to our customers. A big benefit we found were the uniqueness of links (all start with /hc), which makes migrating from and to Zendesk easy.
Recommendations to others considering the product:
Check out existing forums and what they can do, and check out the features you need. You'll have a far easier time using Zendesk if you know what you want.
Zendesk simplified managing and track our support issues.
What do you like best about the product?
Ease of use, the mobile app is great, I love that it keeps up with all responses to tickets and will even link related tickets together to make tracking the scale of issues easier.
What do you dislike about the product?
It was not intuitive to setup, but it was not too difficult. it can create endless loops if an email request comes in from another support desk. Otherwise no problems.
What problems is the product solving and how is that benefiting you?
We are tracking and maintaining our support tickets and histories. We can easily leave notes for other techs that will be working on the issue. we can view our history and see how we are doing.
Three years of great experiences with Support Suite and 3rd party integrations.
What do you like best about the product?
I love how customizable the Support platform is for individual client needs. We can create reporting/metrics via a 3rd party vendors (Grow.com uses Zendesk API and Zapier) with all of our Zendesk data, including custom fields. Also, (though this makes two bests) their help center/knowledge base for using their platform is well kempt and updated farely often.
What do you dislike about the product?
The "included knowledge base with Support Suite" is garbage. It isn't easy to use and maintain from an Agent perspective. I think offering it as a free add-on shows that support ticketing is where they excel, and that the knowledge base is not a priority feature.
What problems is the product solving and how is that benefiting you?
There is one platform issue we are having one recurring issue concerning the aforementioned custom ticket fields and 3rd party vendor. But what benefits we have realized is how responsive, clear, understanding, and thorough Zendesk's support techs, support architects, and engineering teams are any time we send a report request to them for simple or complex issues.
Recommendations to others considering the product:
Take advantage of API and integrations. Plan on using a separate platform for knowledge base software unless you have someone who intimately knows website creation.
Excellent Support Tool
What do you like best about the product?
We really enjoy the ease of use and the fact that the tool is highly customizable using triggers, automations, macros, etc. We support a complex piece of software and Zendesk gives us the tools we need to convey solutions to our users accurately.
What do you dislike about the product?
It could use more features for efficiently cleaning up junk data.
What problems is the product solving and how is that benefiting you?
Technical issues with performance testing software. Our team's customer satisfaction is high, due in no small part to how easy it is to work collaboratively in Zendesk
Zendesk makes CS easy!
What do you like best about the product?
Zendesk is a true omni channel and allows agents to communicate with customers in one spot. It is pretty simple to generate sound data with the premade dashboards.
What do you dislike about the product?
I am having to choose b/w messaging and chat due to limitations within each. I want to switch to messaging but lose conversion tracking.
What problems is the product solving and how is that benefiting you?
Prior to Zendesk, customers were being forgotten about
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