Zendesk Suite
ZendeskExternal reviews
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I am using and developing the Zendesk support solution in our Organization
What do you like best about the product?
Flexibility to develop almost any workflow
What do you dislike about the product?
Some basic capabilities such as
Changing the statuses to fit our workflow
Adding CC to a ticket using a trigger
Etc..
Changing the statuses to fit our workflow
Adding CC to a ticket using a trigger
Etc..
What problems is the product solving and how is that benefiting you?
If you mean that Chat, Guide and Explore are a part of the suite, then
1. External and internal Support tickets management
2. Managing a paid service for our customers
3, Reporting and dashboarding
4. Chat engagement
5. Content presentation
6. Ticket management for end users
1. External and internal Support tickets management
2. Managing a paid service for our customers
3, Reporting and dashboarding
4. Chat engagement
5. Content presentation
6. Ticket management for end users
Solve your backlog emails with Zendesk Support Suite
What do you like best about the product?
I love the fast implementation and quality support of Zendesk Support Suite. Their technical support when this application is down is swift. I love the differentiation in tickets as new, open,pending and solved. You can mark tickets according to priorities starting from high priority to low priority. I really love how this ticketing software helps as clear our email backlog.The ability to merge tickets from the same person make it more better and nice.
What do you dislike about the product?
I would recommend adding more features in Zendesk Support Suite.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a help desk support ticketing software to reply t clients emails, chats and phone calls
Recommendations to others considering the product:
The best help desk in the market. Collaborate within your organization with Zendesk software to solve the customer emails and support live chats.
Wonderful help from Aubree... she guided me on ticket closure
What do you like best about the product?
That the agent took the effort to provide remote assistance
What do you dislike about the product?
To do live chat all the time. The conversation iIrequest to email does not contain pictures shared during discussion.
What problems is the product solving and how is that benefiting you?
Ticket closure
Long-time customer, long-time fan!
What do you like best about the product?
Zendesk Support is by far the daily driver for me. I have been a Zendesk Admin for nine years and looking forward to many more!
What do you dislike about the product?
Zendesk Explore is a relatively new product line, which suffers from option overload and less friendly dashboard management features than the third-party product Explore replaced. I am confident that with time, they'll find improvements here.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support, Chat, Guide, and Chat to service our customer base. The benefits are too numerous to list; however, it is worth suggesting that if you continue to serve your customer base from a lesser workflow like email, then you are surely missing out on what Zendesk can teach you about your customer base.
Recommendations to others considering the product:
Zendesk has meteoric growth for a reason! They have a truly exceptional product and supportive team, and I remain an ardent user and supporter of this fantastic company!
Zendesk Support has been great at identifying and explaining the issues when I have troubles.
What do you like best about the product?
The customer support and aesthetic of the UI
What do you dislike about the product?
Ticket viewing needs to be more likeJIRA
What problems is the product solving and how is that benefiting you?
Setting up SPF record. I noticed they are very supportive
Recommendations to others considering the product:
Consider your needs and customer experience to be as easy as possible
Market leading for a reason - best in class customer service management tool.
What do you like best about the product?
The fact it brings all our comms channels into one place. At the moment all of our staff need to login to plenty of different apps and channels to manage everthing which makes work cumbersome to manage and less efficient. Having the ability to bring everything into one seamless platform where all channels can be monitored is a big reason for the us using the platform. The reporting and analytics to monitor volumes through our various businesses will be a invaluable to resource management going forwards. It will also allow us to monitor our staff who are remote working more effectively.
The fact it integrates with a wide range of channels to really give you that multi channel approach is a bit plus.
The fact it integrates with a wide range of channels to really give you that multi channel approach is a bit plus.
What do you dislike about the product?
The user interface could be better; it does take a few helpful guides to get to grips with where everything is. From an onboarding perspective it's very self help orientated. It would be good to have an initial conversation with an agent of Zendesk to help go through the initial steps. You need to be prepared to learn all the details and setup yourself unless you are prepared to pay for an additional support service to get you onboard and setup. Also for people who don't like reading long documents, having more video content available to be able to see how things are done would be advantageous.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to streamline our customer services operation so that we can be more efficient in how we deal with customer quieries. This should increase the speed of service to our customers going forwards whilst also being able to monitor staff producitivity. Being able to accurately report on all areas of our customer service operation in just a few clicks has saved the management team plenty of time already.
Recommendations to others considering the product:
I would heavily recommend going through all the plans available and considering whether you need everything from day one. We are planning to build up the service level as we get familiar with the platform. We ended up going for a lower package than straight all in for the enterprise version and feel we can get just as much benefit from this to start with compared to how we run things already. It's too easy to jump in with two feet for all the features but some of them are a bit overkill for what you probably need straight out of the box.
My experience with Zendesk
What do you like best about the product?
It has a macros feature that simplifies answering common queries and FAQs.
Somebody can categorize incoming tickets to different views making it easier to sort emails.
You can integrate it with other apps.
Somebody can categorize incoming tickets to different views making it easier to sort emails.
You can integrate it with other apps.
What do you dislike about the product?
The filtering feature is not well optimized. You don't get accurate results while searching for something specific.
What problems is the product solving and how is that benefiting you?
It is a tool that we used for day-to-day customer support. It was efficient to address the massive bulk of customer queries coming in.
Recommendations to others considering the product:
It is a very cheap and easy-to-use helpdesk tool. Easily integrates with other apps
Easy to use and fully integrated with leading apps
What do you like best about the product?
ticket and chat support that help customers.
What do you dislike about the product?
chatbot needs more work to be implemented for the more accurate suggestion.
What problems is the product solving and how is that benefiting you?
functionality
Great product for our support team, CS team, and customer experience dynamic and highly configurable
What do you like best about the product?
Agent workspace, Guide module, Explore (Reporting)
What do you dislike about the product?
Expensive, relatively. Support has been inconsistent but has improved.
What problems is the product solving and how is that benefiting you?
Scalability and ease of expansion. Knowledge base for internal processes as well as customer-facing.
Reporting and data driven decisions.
Reporting and data driven decisions.
User friendly with great support
What do you like best about the product?
ZD makes it easy to navigate. Should there be any issues, their support team is thorough and assists in a timely manner.
What do you dislike about the product?
Not a fan if you merge tickets you cannot then unmerge them.
What problems is the product solving and how is that benefiting you?
Our Talk "Listen" feature was not working and they were able to fix on our off hours
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