Zendesk Suite
ZendeskExternal reviews
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VERY NICE AND HELPFULL CUSTOMER EXPERIENCE
What do you like best about the product?
THE WAY OF SPLITING TICKETS BY DEPARTEMENT
What do you dislike about the product?
ISSUE WITH CHAT BOT INTEGRATION IT WILL BE HELPFULL TO HAVE IT MORE EASY
What problems is the product solving and how is that benefiting you?
CLIENT QUALITY ISSUE AND REFUND TICKET
Zendesk Enterprise is a must for every startup and is immensely configurable
What do you like best about the product?
Zendesk over the years has kept adding functionalities so that now with its Sell and Sunshine packages rivals others. Excellent chat support 24x7 is a big plus. Helpful knowledgeable support makes all the difference in crunch time go live. The flexible configurations of triggers and complex automation along with the ease of implementation comes in handy to service a large customer base while minimizing routine work for any support team. Just very happy with Zendesk.
What do you dislike about the product?
Nothing. Just love these guys over all these years of a relationship.
What problems is the product solving and how is that benefiting you?
Automation with personalization as appropriate for a myriad of use cases needs omnichannel support which intelligently makes the lives of our support staff that much fun and easier.
It is good, but there are things I wish existed on the product
What do you like best about the product?
I like how it connects to multiple areas
What do you dislike about the product?
It doesn't allow for very much customization, which would be beneficial, like allowing agents to select certain chats to answer rather than having to answer in a queue.
What problems is the product solving and how is that benefiting you?
Quick responses for clients and being able to track reporting and responses has been really nice
Recommendations to others considering the product:
Decide what you want to offer, there are other competitors that offer a lot that will work well depending on what is wanted
Dedicated Zendesk User
What do you like best about the product?
I have worked in call centers for 20+ years. Zendesk desk is easy to learn how to use and easy to adapt to my changing business needs. The reports are easy to create and customise. If you are sure how to do something, the resources that you have available are easy to use and find the answer to your situation.
What do you dislike about the product?
I wish that more agent statuses were available for use and the data could be reported in real-time.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to store agent/customer interactions in one place. It enables us to keep all the data in one place.
Zendesk
What do you like best about the product?
Zendesk does almost everything we need it to for our company.
What do you dislike about the product?
It can sometimes be difficult to find solutions to problems. However, the help articles are many and live chat can be super helpful depending on the agent you get. No individual voicemail boxes and other various features are lacking.
What problems is the product solving and how is that benefiting you?
It's a great way to keep track of customer complaints/requests
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.
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