Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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world-class, multi channel and single interface, Wow ...!! , but pricy
What do you like best about the product?
out of all features, live chat and messaging feature is really good and very useful. And also customer support ticketing system is really good. tracking and prioritizing tickets are simple and easy. building a knowledge base to self support customers when agents are offline also really helpful. reporting options are very useful too.
What do you dislike about the product?
licensing cost is expensive per agent / per month. No complaints other than pricing.
What problems is the product solving and how is that benefiting you?
capturing interested clients and serving customers better
Recommendations to others considering the product:
This is very useful for people who do online business for selling product or service. You should integrate with website and you can turn visitors to your clients. must have product. pricing should be more affordable though.
Zendesk for IT Helpdesk
What do you like best about the product?
I love the ease of searching for old tickets. The ability to update the status so that users can see and use email easily: people don't need to open a separate website. Easy-to-use platform and collaborate with colleagues. Ease of use and ability to integrate with other applications.
What do you dislike about the product?
In a manner suitable for the end-user experience oriented towards the client, the non-technical customers. You need advanced skills to manage complex workflows and SLAs for different customer groups. It can be difficult to find a specific ticket when searching with a broad keyword. It has issues with voice latency.
What problems is the product solving and how is that benefiting you?
Easy communication with customers who write to our support email for help with our products. It helps companies organize with support tickets in one place where we started using the product for the IT help desk and support services at the beginning. It helps companies stay organized with support tickets all in one place.
Recommendations to others considering the product:
Great product The value of using Zendesk is excellent The value of using Zendesk is excellent Also, do the same with other help desk software solutions
Great knowledge base, lacking some in the forum
What do you like best about the product?
It's easy to organize and edit your articles and specify what groups need access. It's clean, and there's a great online community to get help and see how others are using it.
What do you dislike about the product?
The forum is really lacking some core features that other forum/message boards have, like a leaderboard or tags for specific groups of users. The formatting in the forum is also limited.
What problems is the product solving and how is that benefiting you?
I've been able to build a robust help center and organize it so it's easy to use for our support team and our users.
A reliable tool for chatting with potential customers
What do you like best about the product?
Zendesk chat is one of the most useful software in our organization since it helps us increase the conversion rates. With this tool, we can talk to clients and potential clients in real-time. It is always hard for customers to contact us directly, but with this tool embedded on our site, we have a chance to engage our customers more. Using the tool is easy since you don’t need any training. It is cheap and comes with a free trial. This is the best tool for the management of business needs and request. Additionally, it facilitates the management in our client support center seamlessly.
What do you dislike about the product?
Zendesk Chat is a great software that offers the fundamental needs of our support system. Unluckily, the most important functions can be accessed at a high premium, and the most useful features like chat support are not integrated into one dashboard. While the software has an all-inclusive report season that is simple to use, when exporting information, it doesn’t allow you to start with the docs in CVS. This means that every time we want to ticket report, we must retrieve data from the previous history. This is a tiresome and tedious task.
What problems is the product solving and how is that benefiting you?
Zendesk chat is a useful tool when it comes to responding to customer questions in real-time. Nevertheless, the software waits for potential customers to show up. Therefore, they have introduced a messaging platform that allows us to reach out to clients and prospects in their favorite messaging tools. The tool has helped us access web analytics reports.
Recommendations to others considering the product:
Any people can benefit from Zendesk Chat since it is easy to use. All you need to do is sign up, copy&paste the code onto your site and you are set. It comes with great options that allow users to edit their names, export chat protocol, and also enable you to move the widget around your site. You can as well add the photo of the operator for personal chat experience. If you want a decent and straightforward approach to collaborate with your clients in real-time at your website, Zendesk Chat is the tool you need.
Zendesk
What do you like best about the product?
It's great for communication with clients and great for one touch communication. Integration with Gmail so I can check my Gmail and see what updates are available from zendesk. I also like you can create macro templates to fill out to send to clients.
What do you dislike about the product?
Can be at times glitchy with how different zendesk tickets are linked. Parent and child tickets should be easier to link/unlink. Sometimes, child tickets do not show up. Can be slow at times.
What problems is the product solving and how is that benefiting you?
Zendesk is beneficial for Getaround to speak to customers and vendors. It's used in a variety of ways to track tickets from any person or business we speak to.
Recommendations to others considering the product:
Zendesk is a fabulous tool for communications but in the world of claims, it may not be the best tool to use. A user can easily get used to using the product and it's effective at what it is made for.
Fast Customer Contact!
What do you like best about the product?
We really enjoy the ability to be real-time with customers and be able to follow-up directly with the member of our team who gave support to the customer.
What do you dislike about the product?
The pricing is a tad high for what we use it for.
What problems is the product solving and how is that benefiting you?
we were looking for an instant solution to customer contact. Email doesn’t cut it anymore. With a chat solution we are able to instantaneously address our listeners/customers.
Recommendations to others considering the product:
Consider the cost per agent.
Good software but also the bane of my existence
What do you like best about the product?
I like that you can make triggers to filter tickets. It can also integrate with Twitter which is very useful for our needs. Pretty intuitive
What do you dislike about the product?
Triggers and automations interfere with each other for no reason and close out tickets, which you can't get back. I know opening a closed ticket would defeat the purpose but it's very annoying to have to create follow-ups when this happens
What problems is the product solving and how is that benefiting you?
Organises tickets well and facilitates answering them
Good software, has a lot of bugs
What do you like best about the product?
I like Zendesk’s internal note keeping system, and how emails automatically sort into queues with (some) accuracy
What do you dislike about the product?
Sometimes internal notes will send to customers, which is really terrible. Also, not all “new” emails filter into the “all” queue which is a problem
What problems is the product solving and how is that benefiting you?
Any issues customers have with checkout, existing orders or our rewards program.
Recommendations to others considering the product:
All tickets and new tickets are not always combined for some reason
Easy
What do you like best about the product?
I like how easy it is to use and set up. Quick contact and you can organize your work well too.
What do you dislike about the product?
I don’t really think I have anything about it I don’t like
What problems is the product solving and how is that benefiting you?
Easier to chat with clients and participants at my job.
Clunky but gets the job done
What do you like best about the product?
You can customize the ticket fields to be exactly what you need. It makes it easier to gather information from users upfront and saves time for the Support Agents.
What do you dislike about the product?
It isn't very user-friendly and can take a while to get comfortable with the UI. It lacks a lot of good features and has some basic features (agent schedules) that need to be improved to get the most out of them.
What problems is the product solving and how is that benefiting you?
Support tickets have a better answer and resolution time. It's easier to get them assigned to the right people. Better reporting is available.
Recommendations to others considering the product:
Take a free training course if possible before committing to make sure you're willing to put in the work to get your Admins and Agents ready to utilize it properly.
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