Zendesk Suite
ZendeskExternal reviews
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Some good features, but gripes too
What do you like best about the product?
I love the macro feature and the efficiencies it helps provide. With macro you can make several ticket actions, assign to an agents, group, add tags, change status, etc
I like that you can create several different views to organize different types of tickets into lists
I like that you can create several different views to organize different types of tickets into lists
What do you dislike about the product?
I can't figure out how to get my email signature to automatically be inserted into my email replies. I looked at the knowledge base and still don't see how to do it.
When I use a macro and the macro is suppose to add me as the assignee and as a ticket follower Zendesk fails to send me an email? It seems to work if someone else uses the macro but doesn't work as expected when I use it.
When I use a macro and the macro is suppose to add me as the assignee and as a ticket follower Zendesk fails to send me an email? It seems to work if someone else uses the macro but doesn't work as expected when I use it.
What problems is the product solving and how is that benefiting you?
We use it for our support ticketing system to track, monitor and organize correspondence with our customers and our internal team. We can run reports to measure the performance of the customer service team as well as customer satisfaction.
Zendesk Support for CS
What do you like best about the product?
The templated answers for easier replying system
What do you dislike about the product?
The spam messages has to be closed one by one manually.
What problems is the product solving and how is that benefiting you?
Customer support. It can be integrated to the platform for easier communication with clients.
Recommendations to others considering the product:
Make sure to navigate all functions for better use
Why I Love Zendesk!
What do you like best about the product?
The ability to create a help ticket and get answers quickly from Zendesk Support. I have login issues and got quick turn around to resolve the issue. I don't have to wait more than 24 hours to get a resolution to my request. I have the ability to create macros and edit Titles after the ticket is set up.
What do you dislike about the product?
Searching the help contents to find an answer prior to contacting support can be cumbersome at times. If the search function was a little more user friendly it would make finding answers easier. On an additional note, it would be nice to hide previous messages so the only one sent is the newest message. It makes it hard at times for the stores to read the messages in Zendesk on their phones versus reading on the tablet or computer.
What problems is the product solving and how is that benefiting you?
Keeping store managers and supervisors up to date with the hiring process of TM's; listing what is missing, etc. We communicate with our stores daily where we are in the hiring process and Zendesk makes it easy to show where the TM is in the hiring process.
A great tool for small business's and startups!
What do you like best about the product?
Friendly interface, very easy to navigate and locate all the tickets assigned. You can integrate it to your other social media accounts that is one really good feature.
What do you dislike about the product?
Tickets merging is a huge task. The costs of the training is quite high.
What problems is the product solving and how is that benefiting you?
It helps problem solving efficiency and I can manage my work effectively.
Ticketing Complaint Management System
What do you like best about the product?
I really do like the Zendesk features such as, escalation of tickets to the management, creation of macros that increase the response time, notification tones whenever there is a new ticket. I also love how it categorizes its tickets for easy understandability, this includes, closed, open, oh hold, pending, and solved
What do you dislike about the product?
You can never use Zendesk for personal advantage unless for a company, secondly, it can be very costly for a small company.
What problems is the product solving and how is that benefiting you?
I work as a customer support agent, hence we use Zendesk to reply to customer tickets, and send them to their emails. We use it for collaboration and uniform central working point.
Recommendations to others considering the product:
Looking for the best ticketing and customer complaint management system? I highly recommend Zendesk for you.
Best Ticketing Software
What do you like best about the product?
Zendesk is the best ticketing software that we use to manage the high volume of customer tickets, the ability to mark duplicate tickets into one makes me like it very much. You can apply macros that speed up the response time. You can also categorize tickets into folders in form of views. It's easy to differentiate between open tickets, closed, pending, and solved tickets. Not forgetting the escalation feature that allows tickets to be solved at different levels.
What do you dislike about the product?
Zendesk is expensive for a small company. Secondly, it requires expertise to integrate into emails.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a ticketing system where we reply to customer queries in their emails.We use eat to perform team work and collaboration.
Recommendations to others considering the product:
This the Best customer management, helpdesk, and ticketing system that I can highly recommend to any company that deals with customer support.
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.
Zendesk the optimized tool for the call centers.
What do you like best about the product?
It is easy to navigate through the system and the tools are well explained.
What do you dislike about the product?
What I dislike about this app is that the interface seem to be old fashioned. It may need some update.
What problems is the product solving and how is that benefiting you?
NA
Zendesk review
What do you like best about the product?
Personally I've worked with Zendesk for quite sometime when I was a social media executive at my company. Used to resolve customers issues promptly, thanks to Zendesk platform. Customers' messages and posts were resolved as tickets thus, monitoring my daily performance. I set my SLA and this improved customer satisfaction since their issues were worked on promptly.
What do you dislike about the product?
Some tickets were missing in the platform. Not capturing all the tickets from some of the social media platforms, thus you have to respond via the page directly.
Their customer care takes time to respond to client's issues. There is a time I had an issue with my Zendesk account and I had to write them an email concerning my account. The email got a response 2 days later.
Their customer care takes time to respond to client's issues. There is a time I had an issue with my Zendesk account and I had to write them an email concerning my account. The email got a response 2 days later.
What problems is the product solving and how is that benefiting you?
Resolving and responding to customers' queries and emails via Zendesk. Zendesk made communication easier.
Recommendations to others considering the product:
It's a good platform for customer service and social media management since you can set your preferred SLA.
Mother of Customer Service Softwares
What do you like best about the product?
-You can handle multiple channels in on place (email, text, calls, chat)
-For enterprise accounts, you can get very creative with the insights (soon explore) reporting tool.
-You can integrate CRM and other apps to boost productivity
- Time tracking apps are also available
-For enterprise accounts, you can get very creative with the insights (soon explore) reporting tool.
-You can integrate CRM and other apps to boost productivity
- Time tracking apps are also available
What do you dislike about the product?
Sometimes it can lag or have bugs with ticket routing but this does not happen very open.
Easy to select the wrong option when saving a ticket.
Easy to select the wrong option when saving a ticket.
What problems is the product solving and how is that benefiting you?
Centralized Customer Services operations
Boast our UX experience with our users
Improved our productivity and answer times to end-user through ZD and integrated tools
Provide a smoother CS experience for our users.
Boast our UX experience with our users
Improved our productivity and answer times to end-user through ZD and integrated tools
Provide a smoother CS experience for our users.
Recommendations to others considering the product:
Evaluate your companies need in all areas; reporting, support, support channels, macros and tagging system before you implement zendesk.
Zendesk is an amazing tool when you pivot the right direction.
Zendesk is an amazing tool when you pivot the right direction.
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