Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Good Chat experience, some integration challenges
What do you like best about the product?
Clean interface, easy to use, Zendesk Chat responds to the needs of the agents managing the chat.
What do you dislike about the product?
The integration with our CRM software presented some challenges because of the large number of IPs that need to be opened for the Zendesk chat client to access the CRM's integration module. The CRM is deployed locally and lives behind a firewall. We eventually had to give up on the integration.
What problems is the product solving and how is that benefiting you?
Instant communication with potential customers is facilitated by the Zendesk chat. Customers get fast answers from online agents. This leads to fewer trivial cases in our case queue as many questions can be answered quickly on chat.
Recommendations to others considering the product:
Analyze your integration requirements carefully.
Rich option based customer tool
What do you like best about the product?
Variety of options and actions are available, which enables the CS Representative to answer query fast.
What do you dislike about the product?
A lot of not required options get bombarded on your screen which at times makes it difficult to work.
What problems is the product solving and how is that benefiting you?
Customer support, creating tickets, generating refunds and process actions.
Zendesk necessary for helpdesks.
What do you like best about the product?
Zendesk makes it easy to sort, assign, and follow through on support requests making your customers happy.
What do you dislike about the product?
Overall great product but unfortunately quite expensive.
What problems is the product solving and how is that benefiting you?
It allows us to keep up in staff/end user requests across multiple campuses.
Recommendations to others considering the product:
Much better than other solutions out there.
Ok, nothing special
What do you like best about the product?
All messages in one platform. You can easily reply to any customer very quickly. The macro system is useful.
What do you dislike about the product?
Search isn’t accurate, and you cannot filter message very well.
What problems is the product solving and how is that benefiting you?
One platform for all message. I can handle every message very quickly.
Good idea, but not so good made in the end
What do you like best about the product?
Easy experience of use, and easy integration towards other software packages (API integrations)
What do you dislike about the product?
Easy mistake possibility to publicly leave a comment that you should not have had.
What problems is the product solving and how is that benefiting you?
Easy support and notification system for agile support environments
Recommendations to others considering the product:
Make sure you train your staff properly, but generally this is a good and easy solution to use.
Not memorable
What do you like best about the product?
It’s simple and easy to use, no major complications
What do you dislike about the product?
Not nice design, a bit behind from competitors in that sense
What problems is the product solving and how is that benefiting you?
Zendesk is used on my company to solve it problems
Great for ticket assignments and automations/triggers, but not great to Admin
What do you like best about the product?
Creating customized views, triggers, groups, automations, etc based on users specific needs
What do you dislike about the product?
It is difficult and complex to admin in terms of overlapping logic and form creations
What problems is the product solving and how is that benefiting you?
Internal technical builds/ development requests required by our technical resources
Helpful tool for tracking and analyzing tickets
What do you like best about the product?
ability to track different staff members' day-to-day performance and tag tickets for internal reporting
What do you dislike about the product?
recent changes in reporting mechanics require additional steps to access reports
What problems is the product solving and how is that benefiting you?
track frequency of different types of inquires, increased accountability for staff task completion
Basic help desk program with complex but confusing analytics
What do you like best about the product?
Zendesk does offer all basic functionality that is needed, including multi language support and connectors to jira or other software programs. Also the helpdesk is fine to work with and offers all features needed.
What do you dislike about the product?
While there are a lot of options to run analytic reports, it is very difficult to understand which values and metrics to use and how to create this reports and dashboards.
What problems is the product solving and how is that benefiting you?
Customer support for bigger teams that need to have partial automation as well.
Recommendations to others considering the product:
Take a look at the reporting and if it has all you need. In general i would recommend zendesk!
Zendesk help desk
What do you like best about the product?
Easy integrations with other softwares in one easy spot
What do you dislike about the product?
Cannot send emails directly. Have to use Zoho
What problems is the product solving and how is that benefiting you?
Customer support
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