Zendesk Suite
ZendeskExternal reviews
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Best explanation I've got
What do you like best about the product?
The consistency of reply and follow-ups.
What do you dislike about the product?
better recommendation what's best to use
What problems is the product solving and how is that benefiting you?
the extracting of data it's complicated sometimes
Zendesk Admin Experience
What do you like best about the product?
Easy way to keep all opened tickets in one view as agents are working on them.
Easily lay out work and then get to it.
Chat support is great. Whether it's sales or tech they know their stuff.
Easily lay out work and then get to it.
Chat support is great. Whether it's sales or tech they know their stuff.
What do you dislike about the product?
Sometimes, it is difficult to change some settings for admins.
What problems is the product solving and how is that benefiting you?
Ticket tracking.
Emails can be difficult to note when a task is closed but with Zendesk, we can easily keep an eye on all stages.
Emails can be difficult to note when a task is closed but with Zendesk, we can easily keep an eye on all stages.
Well rounded offering
What do you like best about the product?
Immaculate look and full of features, very easy to learn.
What do you dislike about the product?
A couple of features missing that I'd like to see, but trivial really.
What problems is the product solving and how is that benefiting you?
Previous clunky UI's make accessing support a pain for agents and end users alike. Zendesk has the simplicity and functionality to appeal to all users.
Recommendations to others considering the product:
Take the free trial and see how it adapts to your needs. Support is only a live chat away too!
Great Choice for Small to Medium Sized Businesses
What do you like best about the product?
The best thing about Zendesk is that it's very user-friendly. You can easily train others in it's use and also fully customize it for your business.
What do you dislike about the product?
Some of the features are hard to find. But, once you do find them, they are easy to use and maneuver through.
What problems is the product solving and how is that benefiting you?
It is an excellent tool for providing email customer support to customers. It helps to keep customer satisfaction ratings high by promptly assisting customers whenever they have an issue.
Simple to use, variety of features to choose from
What do you like best about the product?
Provides our small team with useful tools
What do you dislike about the product?
It can be a little confusing to navigate
What problems is the product solving and how is that benefiting you?
Able to swiftly communicate with users and resolve their issues
The Best Support Platform with an exceptional aftersales service
What do you like best about the product?
The platform is very easy to use and user-friendly. You can have chats, calls, and emails on the same platform so you do not have to keep different software for support.
What do you dislike about the product?
The cost of the platform is expensive. The price is charged per agent, so if an additional agent is added in the team so it will cost an additional burden to your pocket.
What problems is the product solving and how is that benefiting you?
We are using zendesk for our e-commerce business live support. We are using zendesk chat, calls and email support for responding to our customers in a timely basis.
Recommendations to others considering the product:
If you wish to spend big for greater returns then zendesk is the best platform for your business.
Not a happy customer but too busy to go anywhere else or train anyone on anything new
What do you like best about the product?
I like in theory how it helps to keep everything organized. You can easily manage and keep an eye on how many open issues there are and how long they take to get closed. It is a great way to see overall how much of what type of requests we receive. It is a great way that people on all of our teams can help each other out.
What do you dislike about the product?
There constantly seems as though there is something wrong. We have accidentally deleted a core function that doesn't allow users to receive our updated comments. I do understand that it is great to be able to customize it to tailor our every need but how is this a core function that should even be something you are able to delete? It does not leave much room for human error without "breaking the system". My biggest complaint is that I constantly am reaching out and it is clear when someone is new or a lower-tier trained employee because they're working hard for long extents of time to figure it out for us to spend an hour on the line together with no resolve. I would much rather be escalated to someone who knows what they are doing than wait for someone to figure it out. It makes me frustrated and give up wanting to contact you. Then I have to figure out a workaround to cope with no one knowing how to help.
Then you have the opportunity for emails to be forwarded straight to Zendesk but that same email address can not be one of our own agent's so nothing that the agent was responding to from their personal email address was copying the ticket inside of Zendesk. How is a major function such as this not something that can be done? It is a ticket management software that is supposed to manage email responses. Another issue was that automated responses were being triggered but there was no trigger to understand why they were getting a default notice and then also the one that I created as well.. Empty notifications were being sent out with no additional information.
I couldn't get a teammate of mine on board with this being an effective resource because of the ways it's fallen short. Now my company's team and customers continue to bipass using Zendesk at all and emailing each other directly. Our usage has significantly dropped. T
Then you have the opportunity for emails to be forwarded straight to Zendesk but that same email address can not be one of our own agent's so nothing that the agent was responding to from their personal email address was copying the ticket inside of Zendesk. How is a major function such as this not something that can be done? It is a ticket management software that is supposed to manage email responses. Another issue was that automated responses were being triggered but there was no trigger to understand why they were getting a default notice and then also the one that I created as well.. Empty notifications were being sent out with no additional information.
I couldn't get a teammate of mine on board with this being an effective resource because of the ways it's fallen short. Now my company's team and customers continue to bipass using Zendesk at all and emailing each other directly. Our usage has significantly dropped. T
What problems is the product solving and how is that benefiting you?
I was trying to have multiple back office agent's supporting each other by keeping our eyes on each other's emails and promptly responding to client's that someone will get too then soon. It was working well until our Program's email agent Genevieve could not get what she needed from Zendesk and was having to do double time by opening her email and also copy paste and editing it in the zendesk ticket. While some would receive the response and some would not by her copying the other directly forwarded email addresses. She had the biggest influx of emails and once no one could figure out how to make it work we had to pull hers out. Everyone has continued to request not using Zendesk.
Why we like and use Zendesk?
What do you like best about the product?
It has helped us scale and become more organized
What do you dislike about the product?
at times it can be a bit too much and not too intuitive
What problems is the product solving and how is that benefiting you?
it helped us scale, something our previous CRM couldn't do.
Zendesk's customer relations is wonderful and ethical.
What do you like best about the product?
The macros tool is fantastic, as it lets agents to develop shortcuts for common ticket chores.
What do you dislike about the product?
User interface needs an overhaul. I experienced the programme can be slow at times.
What problems is the product solving and how is that benefiting you?
Zendesk Suite ensures client satisfaction while also assisting with business success and productivity. Company provides a comprehensive suite of tools to address client needs, including help desk software, live chat, and depth of knowledge administration. The software's user interface is intuitive and straightforward. The live chat option is fantastic, and it really improves communication quality.
Quick and friendly support
What do you like best about the product?
The quick response to my inquiry is something that I really appreciated.
What do you dislike about the product?
For this particular issue and assistance, there wasn't anything that I disliked.
What problems is the product solving and how is that benefiting you?
This is the first time I have reached out and it was due to an error message that my team was getting regarding being a bad domain. The benefit of live chat is the quick assistance and resolving of the issue.
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