Zendesk Suite
ZendeskExternal reviews
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Zendesk is an easy to use flexible support tool
What do you like best about the product?
It's flexible in what you can do but simple enough to just use from the start point.
What do you dislike about the product?
That some obvious features require the expensive Enterprise level to access.
What problems is the product solving and how is that benefiting you?
Keeping track of outstanding support issues and sharing the load.
Everyday use, works perfectly and is easy to manage.
What do you like best about the product?
Very easy to use, has a lot of different ways to automate the system for better performance.
What do you dislike about the product?
The fact that the tickets never stop coming.( as a joke)
What problems is the product solving and how is that benefiting you?
Everyday software and hardware problems
Very nice and easy for use
What do you like best about the product?
Very easy for use and fast software platform. Highly recommend!
What do you dislike about the product?
I little slow support and no cellphone hotline.
What problems is the product solving and how is that benefiting you?
Support internal users and assist. Save time and money costs
Recommendations to others considering the product:
Highly recommend!
Zendesk makes life a little easier
What do you like best about the product?
Having triggers and automations to support our workflow.
What do you dislike about the product?
Lacks some features, occasionally can be slow to implement new requests from the community
What problems is the product solving and how is that benefiting you?
With the correct configuration we have our tickets go to the most appropriate agents to service those requests.
Easy to use application is great for small business
What do you like best about the product?
I love having access to the application on my phone, which allows me to give proper attention to our support channels no matter where I am. There are many help articles for setting up triggers, macros, or automations. These articles and tutorials allow me to find exactly what I need in the moment rather than waiting on a response from a Zendesk team member. Use of macros drastically speeds up response times in tickets. There are customizations for almost anything you could think of to make it work for your company. I lalso ike the reporting features and the explorer capabilities for showing trends and tracking events.
What do you dislike about the product?
The one feature I wish the app had would be the ability to combine tickets from the app. It appears this is only available on the desktop web app. As an admin, I prefer to keep my tickets organized so that there are no duplicate responses and I can glance at total unsolved tickets. One other thing that I have noticed is that past a certain period of time, tickets will automatically be archived, which makes it nearly impossible to quickly see a quarterly or Annual report of all categories or tickets in general. There is a way to export these, but this takes away from the streamlined approach. It also adds additional time to reformat outside of Zendesk. It is not ideal for long-term tracking at all.
I am recently having problems with many users responding to the automation they have received and claiming they are not getting the personal email replies. I am not sure why an inbox would treat them differently. It appears personal replies are going to spam or junk folders while the automation is going to the inbox.
I am recently having problems with many users responding to the automation they have received and claiming they are not getting the personal email replies. I am not sure why an inbox would treat them differently. It appears personal replies are going to spam or junk folders while the automation is going to the inbox.
What problems is the product solving and how is that benefiting you?
We solve customer complaints of disconnections of our service as well as questions about how the service works. Many people don't quite understand how a firewall and VPN service works. Using the help desk feature we are able to quickly direct potential customers to answers and examples for how all of our technology works. We have multiple avenues to contact our company, and Zendesk helps organize them to the right place so that the customer receives the appropriate response. Triaging inquiries and support questions are managed well through Zendesk.
Recommendations to others considering the product:
Zendesk is very easy to set up and execute quickly. Managing a support team with this software is very efficient.
Zendesk Review
What do you like best about the product?
Zendesk allows you to place tickets in multiple views, which is very helpful if you have agents that work on different customer types.
What do you dislike about the product?
Zendesk is difficult to get some email addresses transferred to correctly on your own, you will likely need their support team (which is fast responding) but still, wish setup was easier when transferring multiple mailboxes to one suite.
What problems is the product solving and how is that benefiting you?
Customer support issues are easy to answer and refer back to in Zendesk. One of my favorite benefits was the ability to answer social media comments and messages from the Suite!
Zendesk Support Professional Contact Center
What do you like best about the product?
multi-channel communication, user integration
What do you dislike about the product?
channel setup, admin center settings, forms
What problems is the product solving and how is that benefiting you?
contact center requests, user support, help center
Benefits: omni-channel communication, can track users across all platforms
Benefits: omni-channel communication, can track users across all platforms
Solid
What do you like best about the product?
Ticketing is everything you need it to be and is very simple to use at the same time.
What do you dislike about the product?
Support is a solid product and has been for many years, but because of this, over the years, Zendesk has invested a lot in improving its other products, while Support has stagnated for far too long. We needed a vast array of integrations to get anywhere near making our product where we needed it to be as a business.
What problems is the product solving and how is that benefiting you?
We managed our Support helpdesk using Zendesk.
Zendesk - the best Hi-tech Support Solution
What do you like best about the product?
Easy navigation and flexible options available!
What do you dislike about the product?
Very hard to reach Support teams. And do not have any contact phone available with Sales Teams.
What problems is the product solving and how is that benefiting you?
Support all kinds of softwares. Office 365 and other related to cloud based environment.
Fast and accurate support.
What do you like best about the product?
There was good communication from start to finish. The problem was solved in a timely manner.
What do you dislike about the product?
Nothing. Everything I could want from a support perspective was present.
What problems is the product solving and how is that benefiting you?
Leads not converting correctly.
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