Zendesk Suite
ZendeskExternal reviews
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Customer support is under any level
What do you like best about the product?
I do not know yet as we are unable to use the services as needed as we have not been able to get problems solved with customer support in the past 3 months:D They were very quick to do the sales as well as to recommend us to subscribe to more expensive package but how to use it so that it would be useful to us - no respond what so ever at all. So we have been paying but do not get any value out of it. Not the best combination for a customer:)
What do you dislike about the product?
Customer support is underl any level and very ironic is that they offer customer support softwere. Does this softwere not work or do they not use thei'r own softwere is a question. Anyhow, I have been calling then around 20 times. Half of the times the customer support says that leave us Your message and we will call You back. Well, it really never happens. The rest of the times when You get in contact with the customer support they say they will find out and call back - that has never happened either. Then I have already said that I am not willing to end the call until we get it solved and then they just hang up or said it was very bad connection but also never called back. Funny is that they also promised to send email that never arrives. I believe this is the worst customer support experience that I have faced in my life. I can't believe why do they not use their softwere to track customers? We have spent way too much time on them and just wanted to warn other customers as well that it is not possible to solve any tech problems with them. They just do not care about the customers or their needs, only want to sell the packages that do not do the work why they were orderd for.
What problems is the product solving and how is that benefiting you?
Till Today we have not realised any benefits. Potentially we had an idea that we could have a benefit but that has never worked unfortunately correctly.
Error adjustment
What do you like best about the product?
Quick easy and reliable. 24 hour service
What do you dislike about the product?
Difficult to come into contact with Live agent
What problems is the product solving and how is that benefiting you?
Outbound email issue
Has consolidated our multiple channels of communication into one place
What do you like best about the product?
Different channels are seamlessly integrated
What do you dislike about the product?
It has taken some time to get setup exactly how we want
What problems is the product solving and how is that benefiting you?
Less communications are being missed, because our team only have to check one place
Zendesk - makes everything easier
What do you like best about the product?
Zendesk is very user-friendly, it is organized and convenient. I love the knowledge base part. That has saved our employees so much time and helped us to keep things consistent. Everything we need at our fingertips, and the many available extensions with other programs we use, are beneficial.
What do you dislike about the product?
We wish the reporting feature were easier to use; we need various reporting options it can be cumbersome. I also wish you could choose the tickets not to close out entirely for a longer time frame.
What problems is the product solving and how is that benefiting you?
We run an entire customer service operation with many agents. A customer can call, and it does not matter who answers the phone or gets the email; everyone can see all correspondence. It is extremely helpful for solving bulk tickets and searching tickets by topic or keyword. The tags are great for organizing deeper and allowing following, saves time typically wasted going to talk to others. Now others can follow and provide feedback. Having the knowledge base with the answers at our fingertips is so very convenient.
Zendesk - My Support Solution
What do you like best about the product?
The Zendesk platform can cover all of the Customer Service bases with the email platform, live chat, and the knowledge base. These features could be individual solutions, but Zendesk makes it easy to keep all the information together. Creating macros that then become knowledge base articles makes keeping customers up to date extremely easy.
What do you dislike about the product?
I would enjoy having different subscription levels in the same account, so one agent can be on a basic plan while a more experienced user can have the full team account.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can collect the negative feedback and make tags to determine what's reoccurring and fix it in the manufacturing process.
Recommendations to others considering the product:
The upgrade allows you to connect the Shopify store with the plug-in application. For that feature alone, the upgrading pricing is worth it. If you're not using the account because you're the business owner, you can have your admin become the owner and you can get removed to reduce the pricing.
Zendesk Support review
What do you like best about the product?
Very user friendly / easy to learn/ it has this amazing feature that allows you to see if somebody is currectly viewing a ticket, so you don't duplicate the ticket
What do you dislike about the product?
The time that I used it, it did give me any issues
What problems is the product solving and how is that benefiting you?
I I don't have any problems with Zendesk at the moment
Recommendations to others considering the product:
none
Zendesk - the original communications platform
What do you like best about the product?
Zendesk is a beacon for all communication platforms. The multitude of applications it accepts is astounding, and it's extremely popular within the customer experience space.
What do you dislike about the product?
It's not very user-friendly for an entry-level understanding individual. You'll most likely require assistance from a Zendesk agent to accomplish whatever you set out to do. You nearly feel like you need a tech degree to do a lot of things! But, their staff is extremely helpful and responsive.
What problems is the product solving and how is that benefiting you?
The ability to add a sizeable macro library, as well as institute "Guided Mode" among agents, has been a game-changer. I would just like to see it be more user-friendly.
HOW CAN YOU NOT LOVE ZENDESK
What do you like best about the product?
I like how everything is easy to use and if you have any questions, support has the answers for you.
What do you dislike about the product?
Compared to others, Zendesk may be a little outdated. This is not something that bothers me because I like simple and straight to the point.
What problems is the product solving and how is that benefiting you?
One of our biggest issues was getting the triggers to fire correctly. After a few tries, I contacted support and was provided with screenshots on how to get them to fire correctly. I had mostly everything correct except one thing. Having the screenshots was a big help because I'm a visual learner. No better support than this.
The best HelpDesk solution we have ever used
What do you like best about the product?
Best in class solution, quick and easy to use but with plenty of options to customize and modify it to your needs
The best android and iOS app for remote connection and updates
The macros and automatic information that can be added to tickets is a real time saver
The best android and iOS app for remote connection and updates
The macros and automatic information that can be added to tickets is a real time saver
What do you dislike about the product?
The jump from one pay level to the next is really steep and there are no real incentives to move up to the next pay level
The android app sometimes doesn´t update the ticket
There should be another level of responsibility between an Admin and an Agent, maybe someone that can modify tickets and change the information requested but that cannot change the payment information or something like that
The android app sometimes doesn´t update the ticket
There should be another level of responsibility between an Admin and an Agent, maybe someone that can modify tickets and change the information requested but that cannot change the payment information or something like that
What problems is the product solving and how is that benefiting you?
We manage all of our tech support using ZenDesk, even for our demos and new products
Generate all of our usability and time management reports from ZenDesk
Generate all of our usability and time management reports from ZenDesk
Recommendations to others considering the product:
This is simply the best helpdesk solution, does not matter if you compare it to in site or SaaS solutions
The reports and reporting options are great for basic needs, but since we export everything to Excel it is not a problem for us
The reports and reporting options are great for basic needs, but since we export everything to Excel it is not a problem for us
Organization at its best, if you can learn it
What do you like best about the product?
Automation is key with zendesk, you can automate macros replies, triggers for tickets, a chat bot, the list goes on. Also, organizing teams, queues, ticket types is a breeze.
What do you dislike about the product?
The learning curve can be a bit much if you are not tech savvy.
What problems is the product solving and how is that benefiting you?
We have a company help center and have been able to encourage support tickets for full tracking and lifecycle of every company mail piece, onboarding/offboarding request, verifications and all things for our internal HR team.
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