Zendesk Suite
ZendeskExternal reviews
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Just the perfect amount of support
What do you like best about the product?
I like the capability to see our metrics.
What do you dislike about the product?
Its expensive to get the highest package.
What problems is the product solving and how is that benefiting you?
Solving our agents' performance. The benefits to the business are just great! We are able to quantify our data by using dashboards. Esp the metrics reporting which gives us a clearer picture of how our agents are doing.
Rating
What do you like best about the product?
The greatest help I find in Zendesk is that I can have closer contact with customers and provide a more effective and faster solution, as I can have live chat and maintain a conversation with the customer to know what their request is and how we can help to make the purchase a more satisfying experience.
What do you dislike about the product?
With Zendesk I haven't had any problems, that is, I don't dislike it because the tools it provides are very good.
What problems is the product solving and how is that benefiting you?
The communication issues with clients have been resolved; we have found in Zendesk a fast and effective means of communication with clients, as during Covid-19 times, Zendesk is a solution because we can be closer and help solve any inconvenience the client may have. One of the benefits is that it can be constantly improved, as with the reports provided by Zendesk, it is much easier to identify where we are failing and which indicators are the highest and/or lowest, allowing us to focus on them.
Recommendations to others considering the product:
Do not hesitate to have Zendesk Support Suite in your company, it is the best solution for having closer contact with the customer and having all the tools you need in one place.
Support through chat was great
What do you like best about the product?
The chat feature worked great. They were qucik to respond and asnwered my questions promptly.
What do you dislike about the product?
There are no options to call and talk to a represesntative. But I can get used to the chat feature.
What problems is the product solving and how is that benefiting you?
I recently took over as admin of our companies ZenDesk and I needed help adding new employees.
An easy to implement, robust support solution.
What do you like best about the product?
Zendesk is easy to implement for organizations of any size. The ticketing system is intuitive and a great solution for when shared inboxes become too difficult to manage. I also appreciate the multiple integrations, like Clickup and Outlook, as well as using Zapier for other elements of automation.
What do you dislike about the product?
The cost for the higher level plans can be out of budget for smaller teams, which leave organizations with very limited reporting.
What problems is the product solving and how is that benefiting you?
Zendesk has decreased our response time and allowed us to quickly add FAQ or instructional articles to our site. We utilize macros for frequently answered questions, and automations to assign and tag tickets for the most streamlined processes.
Prompt and helpful!
What do you like best about the product?
Very quick turnaround, even though I was 15th in the queue, I didn't have to wait very long for an answer.
What do you dislike about the product?
It's not super easy to find help articles. I wanted to self-service about my question but couldn't find an answer on my own so I had to use the chat.
What problems is the product solving and how is that benefiting you?
Adding a chat feature to our product, doing ticketed support, and having a self-service help website
Recommendations to others considering the product:
Consider number of people that will be using it on a daily basis
Lovely and fruitful support
What do you like best about the product?
Explanatory and detailed responses that was given was amazing
What do you dislike about the product?
Everything was good did not dislike anything for now
What problems is the product solving and how is that benefiting you?
We needed support on offline forms spam email and the way to stop the spamming.
Recommendations to others considering the product:
Entirely go with Zendesk they are lovely....
10/10
What do you like best about the product?
Omni channel experice, rich data.easy ticket flow. very easy to manage agents, set and maintain KPI's, SLA's etc.
What do you dislike about the product?
Very little! Data can be come very intricate but this is hardly a downside.
What problems is the product solving and how is that benefiting you?
Ability to so efficiently resolve customer issues by making it so easy to manage comms with customers.
Recommendations to others considering the product:
Give it a try!
Good Basic-to-Medium Functionality, Shortcomings for Complex and Large-Scale Setups
What do you like best about the product?
The rule setting is very powerful with triggers and automations. It's also easy to scale ticketing workflows to larger teams.
What do you dislike about the product?
There are a lot of shortcomings in many of the features, meaning that there is frequently some desired function that is missing or inadequate. Often times you'll see feature requests from on Zendesk's support site that were submitted years ago, but still remain unresolved. This becomes more troublesome as your setup grows and becomes more complex.
What problems is the product solving and how is that benefiting you?
We solve our customer ticketing needs with ZD Support.
Zendesk: Good start
What do you like best about the product?
Lots of good things to use with the basic package.
What do you dislike about the product?
Too many screens that have to be opened in order to do various functions. Keep it all in one window or interface.
What problems is the product solving and how is that benefiting you?
Basic help needs. Benefits are easier information divulgence.
Decent Product, Good Support
What do you like best about the product?
The support options are well designed (excluding phone support which doesn't ever seem to connect with anyone). The Chat responses are reasonably quick, and email responses are articulated clearly.
What do you dislike about the product?
The lack of phone support, and their KBA is hard to use effectively.
What problems is the product solving and how is that benefiting you?
Zendesk handles all of our ticketing, email, and chat support.
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