Zendesk Suite
ZendeskExternal reviews
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excellent product feature, but their won customer support is lacking
What do you like best about the product?
App integrations and product suite features
What do you dislike about the product?
Difficulty contacting account team and discussing plans and pricing, also lack of follow up and communications
What problems is the product solving and how is that benefiting you?
Direct client contact, help desk, widget. Love utilising side conversations and collab add on to help distribute work between teams
A good resource to provide in org knowledge and information
What do you like best about the product?
The ease of use. Zendesk is a web application that has a simple interface. Zendesk is extremely robust as a helpdesk and service tool that allows for extensions and app intergrations. This creates an abundance of customization and the options to create a great helpdesk experience.
What do you dislike about the product?
There is a slight learning curve with almost anything, and this includes Zendesk. However, I would say the biggest learning curve is an administrator. If you are not familiar with operating helpdesk software it can be difficult building or customizing your own helpdesk for your company.
What problems is the product solving and how is that benefiting you?
I primarily use Zendesk's helpdesk features to assist customers with technical issues. I report issues to the Atlassian suite using a Atlassian suite extensions
Recommendations to others considering the product:
Check it out if you need a simple and robust web platform for your customer service or helpdesk it services. Easy to customize and get assistance from support at Zendesk
Consultancy made Zendesk implementation a smooth experience.
What do you like best about the product?
It gives my agent all the tools to communicate to users clearly. This has replaced an Outlook Inbox successfully. Now its configured I love the way it handles Peding tickets and auto reminds the requesters for information. Its clearn adn easy to use and frees my staff to work only those issues which are important and relevant. I also love Explore though it feels like its so powerful I'm not entirely sure I'm getting the best from it. Finally Guide is great at creating a library of articles for staff and requesters, capturing all the relevant issues. I'm planning to move our Word based SOPs to Guide articles in the coming year.
All this success is down to an excellent consultant we engaged from Zendesk who guided us thorugh all the issues and review th design.
All this success is down to an excellent consultant we engaged from Zendesk who guided us thorugh all the issues and review th design.
What do you dislike about the product?
Zendesk has a particular way of working - this way is undocumented, and you encounter its limitiation at random times. Basically, it is not as massively customisable as you think, and this often surprises my managers - a simple example is you cannot customise the ticket statuses. However once you understand the landscape within which Zendesk lives you get to enjoy a powerful tool.
What problems is the product solving and how is that benefiting you?
We replaced a pathetic ticketing system that had no features, and an Outlook Inbox - so anything modern would be an improvement. Zendesk has exceeded expectations and empowered the staff to properly support users, and gives them the tools needd to manage the queues better. From the management side we have reporting available natively and automatedly, whereas before I had to crunch data in Excel. This has conincided with massive growth in the company so the zupport team can cope with the increase demand.
Recommendations to others considering the product:
I advise you to pay for the additional consultancy feature as self-learning only gets you so far.
Very kind and helpful
What do you like best about the product?
They ask me if i need more help even when i wrote that i've resolved
What do you dislike about the product?
The answer time take a whole day, because of the time zone
What problems is the product solving and how is that benefiting you?
Setting up the live chat, they help me better understand how to use the tool
Zendesk as a convenient tool
What do you like best about the product?
Organizes email threads very well! Data is also available for analysis and has a bunch of apps that would suit the needs of your workspace.
What do you dislike about the product?
The only problem I had was that I had to download a separate extension from Google to separate ticket tabs from my regular working tabs, but other than that, this is a perfect tool to organize workloads.
What problems is the product solving and how is that benefiting you?
On a day to day basis, I manage to complete workloads with the help of Zendesk
Easy to use software
What do you like best about the product?
The software feels very easy to use from agent's perspective. Live chat system seems to work well. Relatively easy to configure even though very advanced and relatively flexible options. Can be usable within multiple brands. Integration with different APIs can be usefull. Statistics work greatly and are easily to configure for multiple purpose.
What do you dislike about the product?
Limited amount of Views on the screen (10?). No shortcuts for certain fields. Triggers could have more filtering options. No way to configure the look.
What problems is the product solving and how is that benefiting you?
Online casino gaming issues.
Quick and Efficient Customer Support
What do you like best about the product?
Zendesk has great customer support and provides access to executives with extensive product knowledge. Any follow-ups are promptly answered on time with detailed information.
What do you dislike about the product?
A small feature which would be appreciated - Send email buttons. This functionality current resides with status button and is not really intuitive
What problems is the product solving and how is that benefiting you?
We are using Zendesk to track and manage service requests for the business.
Recommendations to others considering the product:
None
The most intuitive CRM
What do you like best about the product?
I love how intuitive ZenDesk is. Much simpler than other CRMs.
What do you dislike about the product?
I dislike that it doesn't let you assign leads for a specific day in bulk.
What problems is the product solving and how is that benefiting you?
We are solving issues relating to organizing our sales calls mostly.
Help with Sound Notifications
What do you like best about the product?
I liked that Rosie was able to go back to my chat with Maria, so that I did not need to reshare the details of the technical issues I was having with Zendesk.
What do you dislike about the product?
I did not dislike anything. I felt that Rosie was helpful.
What problems is the product solving and how is that benefiting you?
I was having technical issues with the sound notifications. I had them on, but they were not sounding. All other websites were working.
Best user and customer engagement suite
What do you like best about the product?
Zendesk is easy to set up and tailor to your needs.
The ability to offer an across-the-board view that follows the customer journey to better offer insights and serve them made a significant difference!
The ability to offer an across-the-board view that follows the customer journey to better offer insights and serve them made a significant difference!
What do you dislike about the product?
Sometimes customizations can be a bit too complex or feel "clunky."
What problems is the product solving and how is that benefiting you?
We have multiple channels from where our user base can reach us for general and technical support.
Zendesk allows us to combine all these platforms in a single dashboard with powerful tools to offer a unique experience, whatever the means our customers reach us.
Zendesk allows us to combine all these platforms in a single dashboard with powerful tools to offer a unique experience, whatever the means our customers reach us.
Recommendations to others considering the product:
A great option if you have a multi-channel audience that needs centralized support.
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