Zendesk Suite
ZendeskExternal reviews
6,477 reviews
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Fantastic help desk solution, a bit pricey though.
What do you like best about the product?
Software is well designed and works great. User experience is smooth and simple, makes it easier for me to get my users to adopt it and build habits around it.
What do you dislike about the product?
It is very expensive in my opinion. When I started using Zendesk they included a lot of useful tools like the Guide, but now they price everything separately and try to squeeze more money out of you.
What problems is the product solving and how is that benefiting you?
Zendesk really helped manage our IT support desk, streamlining the process and making it easy for the end user to get help quickly and efficiently. It has saved me a lot of time and money with its state of the art ticketing system.
Great option for flexibility
What do you like best about the product?
I love the range of flexibility has to offer
What do you dislike about the product?
Probably the main downside for me is that there are not always possible ways to extract data, and sometimes there are product limitations where you don't really expect them
What problems is the product solving and how is that benefiting you?
Support and Guide
Features/Likes
What do you like best about the product?
I think this is great with being able to view, report and address tickets for both email and chat.
What do you dislike about the product?
I wish they were more responsive to adding what I consider basic features
What problems is the product solving and how is that benefiting you?
It is a very robust product and this lets us communicate and address our customers concerns very effectively.
Recommendations to others considering the product:
Great product but will need to add on additional apps for enhanced functionality
Simple and very strong communication.
What do you like best about the product?
The opening of calls by the customer leads to a quick perception of the problem to be addressed.
What do you dislike about the product?
The TAG system could be better relativized to an efficient database.
What problems is the product solving and how is that benefiting you?
When providing support analysis in a company, I realized that the technicians did not know how to operate the system as a whole.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
It was then to show some tutorials that exist on the site itself that helped to develop a more efficient routine.
Recommendations to others considering the product:
Do more explain videos and tutorials.
Reasonable program with potential capacity
What do you like best about the product?
Combines threads and queues pretty easily. Tags are helpful.
What do you dislike about the product?
Limited ways to include multiple business disclaimers for different types of messages. Each ticket opens different windows of threads instead of streamlining all communications for a customer within a view
What problems is the product solving and how is that benefiting you?
Messaging customers
Keeping things organized in one place
Keeping things organized in one place
Decent Support Tool, but still needs some innovation
What do you like best about the product?
User Friendly
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
Good for basic client management
Has the foundation for a company that is servicing mostly phone really well
What do you dislike about the product?
Ticketing system is difficult for actual productivity monitoring for a real call center
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
Due to the ticket statuses, difficult to see actually daily productivity versus total quantity
If you use for email support, will be very difficult to actually monitor actual productivity- only shows overall business quantity totals. Difficult to make CPH metrics for agents
Chat is weak tool--not a lot of investment there
What problems is the product solving and how is that benefiting you?
Customer interactions through multichannels, but it's too simple for truly complex customer innovation.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Seems more fit for dealing with a one product business that works with client relationship versus customer service.
Establish A Stronger Relationship With Your Customers
What do you like best about the product?
1) Many users from the support team can log in and see what's happening with different customer tickets. This is useful to us because we have 3 shifts that span 24 hours. This means that we can leave offloads for the next shift to take on.
2) The span of ZenDesk's integration is amazing. We have integrated it with Outlook and so we have created rules in our inbox to filter out all Zendesk emails to our "Tickets" Folder. This way, we can always keep track of when a customer raises a new ticket. For those who aren't in the support team, gaining visibility to see what is happening even without logging into ZenDesk is an advantage.
3) All exchanges are recorded against a ticket. Like I said earlier, we have shifts and so when we offload tickets to the next shift, they can easily see the history of exchanges on that ticket and proceed accordingly - having a sound idea of how to take charge.
4) There is a "Self-Help" customer service tool that stands out to me. This will enable your customers to be more self-reliant at times.
5) You can monitor ZenDesk with easy across all platforms like your Laptop, Desktop Computer, your Android or your IOS device. This kind of versatility helps you always keep track no matter where and when.
6) Multiple inboxes can be managed for different departments within the organization.
2) The span of ZenDesk's integration is amazing. We have integrated it with Outlook and so we have created rules in our inbox to filter out all Zendesk emails to our "Tickets" Folder. This way, we can always keep track of when a customer raises a new ticket. For those who aren't in the support team, gaining visibility to see what is happening even without logging into ZenDesk is an advantage.
3) All exchanges are recorded against a ticket. Like I said earlier, we have shifts and so when we offload tickets to the next shift, they can easily see the history of exchanges on that ticket and proceed accordingly - having a sound idea of how to take charge.
4) There is a "Self-Help" customer service tool that stands out to me. This will enable your customers to be more self-reliant at times.
5) You can monitor ZenDesk with easy across all platforms like your Laptop, Desktop Computer, your Android or your IOS device. This kind of versatility helps you always keep track no matter where and when.
6) Multiple inboxes can be managed for different departments within the organization.
What do you dislike about the product?
1) We faced an issue while trying to integrate ZenDesk with Facebook chat. For some reason, this wasn't working out for us and didn't until the last time I remember using ZenDesk at PeopleWorks.
2) Using the "@" symbol to adress another team member or try and get their attention doesn't work sometimes.
3) For a platform that promotes Customer Service, they can sure improve on theirs. This isn't too bad, though.
2) Using the "@" symbol to adress another team member or try and get their attention doesn't work sometimes.
3) For a platform that promotes Customer Service, they can sure improve on theirs. This isn't too bad, though.
What problems is the product solving and how is that benefiting you?
1) Gain an insight to the progress of various customer issues.
2) Integration with Outlook for remote visibility because we have to focus on other things as well.
3) Tagging, sorting and assigning tickets for a balanced workflow.
4) Adopting an organized approach when it comes to Customer Service as a whole.
5) Maintain quality service with our clients.
2) Integration with Outlook for remote visibility because we have to focus on other things as well.
3) Tagging, sorting and assigning tickets for a balanced workflow.
4) Adopting an organized approach when it comes to Customer Service as a whole.
5) Maintain quality service with our clients.
Recommendations to others considering the product:
Zendesk is certainly better than any other platform offering the same solution out there.
Customer services is fun with Zendesk
What do you like best about the product?
Zendesk is the best tool I have came across so far. It has helped me a lot to manage the client relations. It was very complicated initially to manage the huge work load and simultaneously we had to deal with the clients as well. Overall processing of the queries was very much time consuming and I was looking for one window solution. Now Zendesk is my professional partner, which has helped me a lot in organizing the tickets and it won’t let me skip any of my clients and this is very important as client feels worthy.
What do you dislike about the product?
In terms of report generating I have found it one step behind, as it takes time and become slower with the passage of time, which ultimately makes the tracking of the previously carried out processing difficult. Further I really want that this ticketing system could be replaced by some new technique.
What problems is the product solving and how is that benefiting you?
I am capable of adding to my business value and it has equally benefit my team members now we confidently categorize the issues and deal accordingly. We are now capable of providing the personalized support to our customers when and where they required.
Recommendations to others considering the product:
This application is very suitable for those organizations which deal with numerous customers every day. And especially it will help the small organizations very much because each team member could be capable of holding on and sharing the work load with peers.
Have used Zendesk for ticketing system
What do you like best about the product?
Has a lot of nice features, phone solution for queuing calls, integrates with social media.
What do you dislike about the product?
Reporting isn't very intuitive and seems like there are no good reports out of the box.
What problems is the product solving and how is that benefiting you?
Used as a ticketing system for inbound customer support.
Very easy to use
What do you like best about the product?
Very easy to manage also for people without any experience with these tools.
We got quick support from the very beginning, mid 2018, until now.
We got quick support from the very beginning, mid 2018, until now.
What do you dislike about the product?
Could be great to get a better view of bots performance in analytics functionalities.
What problems is the product solving and how is that benefiting you?
With Ultimare support we are able to manage a higher amount of contacts than we did before and have the agents focusing only on more complicated issues.
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