Zendesk Suite
ZendeskExternal reviews
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Zendesk is an important tool for our company
What do you like best about the product?
I like many things in this app. First of all, I would mark the possibility to leave an internal note. This way I can discuss some complicated situations of our users within my teams. Secondly, I also like the ability to tag tickets. Thus, for example, we can separate customer requests from ordinary questions. And of course, there are several statuses for tickets, which streamline the workflow.
What do you dislike about the product?
I have not identified any shortcomings of the system at the moment
What problems is the product solving and how is that benefiting you?
Thanks to the ability to create macros, we have reduced the time to write the same type of responses for each similar case.
Perfect ticketing solution
What do you like best about the product?
Very easy to use, fast and highly customizable.
What do you dislike about the product?
Too many features are add-ons and it's very difficult to get a hold of your account manager.
What problems is the product solving and how is that benefiting you?
Managing all our customer support contacts in one place.
A Useful & Helpful Tool
What do you like best about the product?
The support feature of Zendesk is a really straightforward way of getting help whilst you are still working on what you are doing on Zendesk at the same time. It had a clear outline at the start of what section I needed help with, and had the option for a chat bot and if that did not help then it was easy to get help from a human advisor. The advisor was super friendly and explained things in a way that was jargon-free and easy to understand for someone like me who isn't hugely tech savy. Even though my question was a bit of a silly question I realised in the end, the advisor did not make me feel like I had asked a stupid question and instead explained everything helpfully like it was a valid question.
What do you dislike about the product?
Sometimes it stays on every page if you have multiple pages and sometimes it doesn't, meaning the chat disappears and you get disconnected. It would be more beneficial if the chat feature was accessible at all times from every page you open on Zendesk if you have the chat open. This means you can work while waiting for a response from an agent and do not have to worry about accidentally closing the page and losing the chat. Instead, you would be able to pick up where you left off.
What problems is the product solving and how is that benefiting you?
I recently solved how to access a certain app which was hidden and I was trying to figure out why this was. I was attempting to use quick merge as a way of being able to see how many tickets there were for a particular customer, and this app allows you to merge all tickets that are there into one to make things more efficient. I noticed that on one ticket that is was showing the app as hidden and I could not figure out how to make it unhidden. Support helped me realise that it the app will show as hidden when there are no other tickets from that person to merge.
Recommendations to others considering the product:
The support feature of Zendesk is a really straightforward way of getting help whilst you are still working on what you are doing on Zendesk at the same time. It had a clear outline at the start of what section I needed help with, and had the option for a chat bot and if that did not help then it was easy to get help from a human advisor. The advisor was super friendly and explained things in a way that was jargon-free and easy to understand for someone like me who isn't hugely tech savy.
not friendly to a long-term user.
What do you like best about the product?
the support products like workspace, live chat.
What do you dislike about the product?
the support on users, especially the WhatsApp integration.
What problems is the product solving and how is that benefiting you?
some questions on the settings, the easy issue was resolved quickly by chat.
Easy Solution
What do you like best about the product?
Reliability is very important. Easy to get it going
What do you dislike about the product?
The SMS solution is NOT good at all. It is hard to believe.
What problems is the product solving and how is that benefiting you?
Consumers inquiries. All concentrated in a simple place.
Recommendations to others considering the product:
Easy choice.
Great Support from Zendesk
What do you like best about the product?
Normally I wouldn't recommend a live chat sessions for support, because the other end of the chat is often a more junior support staff, or the queue is very long (that eventually drops you out). But Zendesk support was anything but that. The live chat was easy to access, without disrupting my work in the sasme browser tab, the queue was short and the agent Brian was responsive to me questions. As a side bonus the bell chime is quite unique, so I was able to multitask and head back to the chat browser tab as soon as Brian responded without missing a beat. The chat window isn't "in your face" as to disrupt your desktop experience either.
Although he was not able to resolve my issue on the spot, he took away the question to his technical team and within the hour was able to provide a clear and concise solution to my problem. 12/10 for Zendesk Support team!
Although he was not able to resolve my issue on the spot, he took away the question to his technical team and within the hour was able to provide a clear and concise solution to my problem. 12/10 for Zendesk Support team!
What do you dislike about the product?
Nothing during my experience, it was great!
What problems is the product solving and how is that benefiting you?
Technicaly issue related to Zendesk Email configuration.
Great Support - Worth the extra cost
What do you like best about the product?
The chat support is prompt and the rep are very knowledgeable.
What do you dislike about the product?
There is nothing negative to say about this service.
What problems is the product solving and how is that benefiting you?
The support is excellent. The representatives are quick and knowledgeable and have helped refine our Zendesk environment for our organization. We've reached out to chat representatives many times, and each interaction has been met with an expert that has helped solve our problems in fine-tuning our workflows, views, and chat support environment.
Recommendations to others considering the product:
Get this add-on service. This will help you tremendously and quickly if you do not have someone on staff who is an expert with implementing Zendesk. The service also enables you to gain more knowledge as well.
One of the best comprehensive and complete support suite solutions out there!
What do you like best about the product?
The easy REST API integration and feature set that Zendesk offers which enables me to easily deploy custom solutions I am building as well as easily integrate with other software solutions I am using!
What do you dislike about the product?
Reporting platform still needs some work.
What problems is the product solving and how is that benefiting you?
All kinds of technical issues as we use the Support suite to both support company employees and customers.
Recommendations to others considering the product:
The ease of use of the Zendesk Support Suite is much higher than that of competitors like SalesForce, which I also have experience with. It's worth giving a try.
Great Chat support
What do you like best about the product?
Fast response, and an answer that solved my problem on the first try. And even offered additional options to look into.
What do you dislike about the product?
A fairly steep learning curve up front, but pretty intuitive after you get the hang of it.
What problems is the product solving and how is that benefiting you?
Support tickets for our customers in a timely manner and ensure that all of their needs are being met and resources are easily available.
Rep was very knowledeable
What do you like best about the product?
Not a long wait time to chat with someone.
What do you dislike about the product?
It was not easy to find the "chat" option.
What problems is the product solving and how is that benefiting you?
We are trying to solve the time tickets are open.
Recommendations to others considering the product:
Easy to learn, they are knowledgeable
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