Zendesk Suite
ZendeskExternal reviews
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A must for a growing business
What do you like best about the product?
Zendesk is like a one-stop solution for business needs. If you're trying to simplify complicated processes like communication or customer service, data bank and so much more, Zendesk is for you.
What do you dislike about the product?
There is not so much to dislike but the initial setup could be easier. If you use multiple services and have a large team it may cost you a significant amount yearly.
What problems is the product solving and how is that benefiting you?
We are trying to make our customer service and support department work more efficiently. With the help of Zendesk, we're able to set up processes and timelines. Iron out the issues where we were unable to track customer satisfaction and provide a better service.
Lots of options, hard to find them though
What do you like best about the product?
All the information you can obtain from "explore"
What do you dislike about the product?
It's not user friendly, and sometimes it gets very hard to create certain things, especially when you user "Explore". Also, for "Explore", there's no "undo" button, which I believe it is necessary.
What problems is the product solving and how is that benefiting you?
As a support agent, I solve issues our clients might have
Investing in your team and your customers
What do you like best about the product?
Zendesk has been my go-to software for customer service since 2012. True, it has gotten pricier these days but the way the software is designed and how much one can customize it still amazes me. It's pretty intuitive as well and teams can get it up and running in a couple of days. I've demoed it to multiple teams and they're always surprised at how many things Zendesk can do—something their current software clearly cannot.
What do you dislike about the product?
The pricing structure, if anything. There has to be a way to purchase some add-ons without paying per seat.
What problems is the product solving and how is that benefiting you?
Ease of use for the customer service team. We want them to focus on providing a great customer service experience to anyone who writes to us and not in other things like setting up their filters, copying and pasting templates, sorting tickets, etc.
Zendesk is reliable, helps our team stay organized and in turn, delight our customers.
What do you like best about the product?
Multiple channel support and views keep us organized and prioritizing our days with our customers' best interest at heart
What do you dislike about the product?
We do notice lagging when typing sometimes
What problems is the product solving and how is that benefiting you?
We're able to connect our support data to the rest of our organization in a meaningful way with tags and integration with Jira, for example.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
We can also build great rapport and trust with our customers as we can quickly learn about their past interactions which is even richer with internal notes.
Depth of functionality
What do you like best about the product?
There are so many things that Zendesk Support can do - we are just barely scratching the surface of it, and love what we've seen so far. Zendesk's support is also very responsive.
What do you dislike about the product?
Rarely, I've run into a wall with a feature that I think should do one thing, but it doesn't or can't. When this has happened, the support team has been responsive to my requests.
What problems is the product solving and how is that benefiting you?
We can more effectively assign, communicate, and solve support issues with Zendesk Support. Most recently, the Knowledge Capture app has been super helpful. We've also begun using Zendesk Support as a task manager, and we're doing so effectively.
Recommendations to others considering the product:
I highly recommend paying extra to have Zendesk help you set up your instance and get direct one-on-one training specific to your company. There are so many ways in which Zendesk Support can be used, and you want to be sure that you're setting things up right for success from the beginning.
Zendesk Support Suite - Great tool for managing tickets & reporting
What do you like best about the product?
There are lots of things that are great about Zedesk, the listed below are few of them:
Managing tickets with each group is very easy with Zendesk,
You can get individual views & their status assigned to different teams,
inter-team communications for faster closures on cases,
Reporting the data is a very complex task & time-consuming activity, however, with Zendesk, you can get all your reportings in one place with a single click,
Creating custom macros for the help of associates helps in saving a lot of time
You can create different triggers & set automation
Knowledge base to help associates while working on questions raised by customers
You can integrate multiple support channels & track the SLA's
Custom fields & tag to track the data
Easy integrations with external software, in-store apps to make the experience better.
Great support whenever you need help from Zendesk team
Managing tickets with each group is very easy with Zendesk,
You can get individual views & their status assigned to different teams,
inter-team communications for faster closures on cases,
Reporting the data is a very complex task & time-consuming activity, however, with Zendesk, you can get all your reportings in one place with a single click,
Creating custom macros for the help of associates helps in saving a lot of time
You can create different triggers & set automation
Knowledge base to help associates while working on questions raised by customers
You can integrate multiple support channels & track the SLA's
Custom fields & tag to track the data
Easy integrations with external software, in-store apps to make the experience better.
Great support whenever you need help from Zendesk team
What do you dislike about the product?
Certain features are only available with the professional suit, for which there is an additional costing & paid apps
What problems is the product solving and how is that benefiting you?
Zendesk helping in support ticketing where you can manage multiple email channels at one place, Live chat support, and chatbot to help the users. Knowledge base for the help of associates.
Recommendations to others considering the product:
If you are looking for a tool that helps you manage tickets, track SLA's, and easy reporting then you can surely consider Zendesk for this. It gives you all that at once place is is very easy to understand & use.
Best ticketing tool
What do you like best about the product?
Provides a great way to interact with customers
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
instant templates
Can easily communicate with people within the organization regarding the issues
easy to use, fast and easy to Navigate
Easy to track, assign and work on tickets
What do you dislike about the product?
It is a bit expensive
The support from the app team is a bit limited
Can work on improving the interface
The support from the app team is a bit limited
Can work on improving the interface
What problems is the product solving and how is that benefiting you?
logging tickets
assigning and closing them
application issues
assigning and closing them
application issues
Very capable ticketing platform
What do you like best about the product?
We find that the features available in Zendesk fit our needs very well. Not too much and everything is covered. Support is usually very good: responsive and qualified.
Administering Zendesk is also pretty easy, we haven't had any issues setting up channels, permissions etc.
There are nice third-party apps available on the store, many are free. We've expanded the functionality of Zendesk quite a bit for no additional cost.
Administering Zendesk is also pretty easy, we haven't had any issues setting up channels, permissions etc.
There are nice third-party apps available on the store, many are free. We've expanded the functionality of Zendesk quite a bit for no additional cost.
What do you dislike about the product?
Triggers and automations are often too restricting. We find that some features are arbitrarily not available, and because there are no if-then-else workflows, our triggers have become clunky and difficult to organize.
The price goes up a lot if you require more features.
The price goes up a lot if you require more features.
What problems is the product solving and how is that benefiting you?
We are providing IT services to many companies, and Zendesk allowed us to organize their requests and efficiently divide work between team members.
Recommendations to others considering the product:
See what features you need and carefully select the pricing tier. Two months after starting with Zendesk we discovered that we need to go two tiers above what we planned.
Review
What do you like best about the product?
easy to use and convenient. But it would be nice if the personal views do not have a limit
What do you dislike about the product?
limited personal views. The max is currently 8 personal views (I know you can select the option "more", but I'm referring to the main page) and it would be great if there's no limit, or maybe an option to hide the admin views.
What problems is the product solving and how is that benefiting you?
tickets, chats, and calls. Very easy to use
Recommendations to others considering the product:
don't really have any or can't think of any
Helpful and efficient
What do you like best about the product?
Zendesk Support was simple to find and it did not take long before an agent reached out and provided an answer to my question. The Zendesk team is very responsive and helpful.
What do you dislike about the product?
I do not currently have any concerns. Zendesk has been helpful.
What problems is the product solving and how is that benefiting you?
Zendesk is supporting our ticketing system by keeping us organized and by providing reporting.
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