Zendesk Suite
ZendeskExternal reviews
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Amazing service for your business website and very helpful support center
What do you like best about the product?
Amazing service for your business website and very helpful support center by zendesk. Currently using their trial version but surely going buy the pro version for my requirements. Zendesk is providing all kinds of services in this suite. So I choose a different kind of pro version for my requirement. I'm still hoping for the videos for how to use your all services because videos of services like how to implement any option or how to embed them properly are best for us and your customers as well.
What do you dislike about the product?
I didn't face a problem so far in Zendesk suite or with their customer support so I will surely recommend this to my friends and other business partners for their websites.
What problems is the product solving and how is that benefiting you?
Direct interaction with customers and very beneficial for my sales. Every business face this problem that they need a proper and fast way to contact their customers. Zendesk is solving this issue in a very excellent way. So When they come to our website and need some help they can immediately contact us with the help of zendesk. We can take so many benefits from the zendesk service.
Recommendations to others considering the product:
If you are looking for the solution to interact with your customers and sell fast zendesk the best option for you.
Fantastic, Quick & Helpful Support.
What do you like best about the product?
The efficiency of Zendesk support and the ability to provide a clear and concise answer. I was first in the queue despite messaging them at the start of my workday. I was given the option of opening up the ticket again should I need any further help so that gave me peace of mind.
What do you dislike about the product?
Nothing at all! They answered my question and provided me with all that I needed.
What problems is the product solving and how is that benefiting you?
We deal with a variety of customers using our toolset. The benefits are too many to list! It truly is a fantastic software.
Customisation, flexibility and robustness
What do you like best about the product?
Ability to customise Zendesk to our needs
What do you dislike about the product?
Too many add on to purchase considering you have paid so much already
What problems is the product solving and how is that benefiting you?
Providing better customer support for our live events and we can now offer chat and phone support.
Recommendations to others considering the product:
Make sure you evaluate what you are going to use it for. To really make the most use you might want some dev help to customise it.
Zendesk review
What do you like best about the product?
Simple to use, great support, speeds up the workflow
What do you dislike about the product?
We haven't found anything that I dislike yet, fortunately.
What problems is the product solving and how is that benefiting you?
We are using Zendesk to solve customer queries, and it provides better tracking of support requests.
Getting better but still has a way to go
What do you like best about the product?
Frequent product improvements show the Team are looking to improve the software. Very customisable ticket fields.
What do you dislike about the product?
Reporting (Explore) is not intuitive. Simple formatting issues such as hyperlinking not possible in Chat. Support tickets do not automatically appear in the 'Views' without manually refreshing the page.
What problems is the product solving and how is that benefiting you?
Technical support.
Recommendations to others considering the product:
Takes some time to set up. Not as user-friendly as other software such as Intercom.
Zendesk makes the workflow as easy as pie
What do you like best about the product?
Zendesk makes the workflow simple, smooth, and accessible. It's the perfect home base for my line of work and is always reliable. The design is very straightforward and organized. I enjoy how easy it is to navigate and how many options and features make our work as simple as possible. Everything is accounted for on Zendesk, making it easy to track down past interactions. It simplifies the customer care process and makes communicating as seamless as possible. In the past, if I have had any issues, Zendesk support has been pretty good with trying to troubleshoot and solve possible issues, which is always a huge benefit when working with a company.
What do you dislike about the product?
There have been times when Zendesk has issues and glitches, mostly having to do with calls (I.e. calls will ring for 1 second, connect to a new call, do the same thing..). I believe these are just fairly common technical glitches, but then again, it is hard to tell sometimes if it's actually just my internet connection. I have also noticed that once in a while, a solved ticket will end up back in the queue instead of going to the personal queue of whoever was previously in correspondence, which can complicate things for us employees. It is never too hard to assign the ticket back where it belongs, though.
What problems is the product solving and how is that benefiting you?
Zendesk is the foundation for my job! And it's the perfect "home base." It makes correspondence with clientele as simple as possible. I particularly appreciate the organization and views that are available to us with the click of a mouse. The system design and aesthetic are optimal for sorting through and completing work. It makes it so that we can efficiently sort and organize large numbers of tickets and interactions and sort out what is a priority. I also appreciate how many options Zendesk provides regarding organization/ views, AKA the "sort by" features. This makes getting what I need easier and effortless!
It's not perfect, but our account rep is outstanding.
What do you like best about the product?
I can build the customer experience I want.
What do you dislike about the product?
NOT user-friendly or intuitive to set up new experiences.
What problems is the product solving and how is that benefiting you?
Your self-help is terrible. It's mostly a bunch of power users sharing coding tips. Not ideal for folks without coding experience. You need to build guidance into the product, itself.
Fast + Helpful
What do you like best about the product?
Support was fast and informative in resolving my issue.
What do you dislike about the product?
That I could not simply set up the service myself, and needed to reach out to support.
What problems is the product solving and how is that benefiting you?
We are linking our pre-purchased phone number with ZenDesk Talk. We are still working on it.
Zendesk Support Suite
What do you like best about the product?
Very powerful interface with many tools available right outside the box. The Zendesk Support Suite comes with most of the tools we need to make our buisness operations run.
What do you dislike about the product?
There are certain features of Zendesk that are locked behind a paywall or a different product such as Zendesk Sell, and Zendesk Sell is not quite powerful enough to replace our current sales software, Agile CRM.
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
We wish that there were more powerful emailing tools such as advanced email campaigns with if/than statement capability.
One example of this we use quite often is "if user has opened X email, send them to Y campaign".
What problems is the product solving and how is that benefiting you?
We have turned Zendesk into our support and helpcenter, as well as have configured through the use of webhooks a sales CRM in the support platform.
Recommendations to others considering the product:
Do your homework first to ensure that every piece of your business needs are covered, as you may need to piecemeal your solution together as we did.
It’s great but the most recent update not so much
What do you like best about the product?
Friendly reps, generally are very helpful
What do you dislike about the product?
The formatting of the macros is odd. When you select a macro it adds an additional space above it. Also when adding in links manually you can't just hit enter if changing the "text" portion. It's the little things
What problems is the product solving and how is that benefiting you?
Order issue related problems, sometime trouble shooting front end issues
Recommendations to others considering the product:
Don't hide the "Get Help" button, put it back to the little blue button on the side of the screen
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