Zendesk Suite
ZendeskExternal reviews
6,546 reviews
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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.
Needs improvement
What do you like best about the product?
Response time to answers and ease of use
What do you dislike about the product?
Most responses are already listed on faq section of the website you’re requesting help for
What problems is the product solving and how is that benefiting you?
Issues with Dave app
Recommendations to others considering the product:
Uniqueness for responses
User Friendly CRM
What do you like best about the product?
ZenDesk is really easy to use and it's very ready to quickly onboard new employees. The integrated CSAT surveys have given is valuable feedback from our customers.
What do you dislike about the product?
There are three main things.
1) It's easy to accidentally send an email to a client when you mean to send an internal reply.
2) Several of our customers can't receive emails from ZenDesk. I've reached out to support and worked with our IT department, but this has never been resolved.
3) Reporting is very difficult to use and the data doesn't seem consistent
1) It's easy to accidentally send an email to a client when you mean to send an internal reply.
2) Several of our customers can't receive emails from ZenDesk. I've reached out to support and worked with our IT department, but this has never been resolved.
3) Reporting is very difficult to use and the data doesn't seem consistent
What problems is the product solving and how is that benefiting you?
It's very easy for me employees to learn. We can reach most of our customers easily.
Zendesk Support
What do you like best about the product?
Zendesk is basically the Apple of CS software. Very easy for the most part
What do you dislike about the product?
Not as customizable as I would like for it to be.
What problems is the product solving and how is that benefiting you?
Customer support
Great Overall Experience
What do you like best about the product?
The best part of Zendesk support is the ease of use that comes with using this product.
What do you dislike about the product?
The lease helpful aspect of Zendesk is that it would crash on occasions.
What problems is the product solving and how is that benefiting you?
Zendesk support has impacted my work by allowing some of our FAQ to be automated and by allowing our customer support channel to be used a lot easier.
Good software, but many glitches
What do you like best about the product?
I love that it creates a call center solution without the hardware and overhead. Theis is taking Voip and creating a scalable solution for any size business.
What do you dislike about the product?
The system still has issues. Calls don't always pop up on screen correctly. Sometimes if they do, the answer button will not work. It now interfaces with Google notifications in a way that create extra work. Instead of just the ZD answer call button, a Google notification pops up. I have to click answer call there first, and then again on the ZD one half the time.
What problems is the product solving and how is that benefiting you?
We are able to create a call center type solution with a team located all over the world.
Zendesk has a chill vibe, would recommend
What do you like best about the product?
You have a set of acceptance criteria that only you are in a position to judge. As an active customer, I can tell you that Zendesk helps me manage 12 agents, support 1,200 users, and provides workflows and metrics that drive improvement of my customer service. The feature set was the primary way I judged success when I evaluated their product.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
Just like the appropriateness of the feature set, you're the only one able to decide how heavily (your perception of) the company culture should weigh in your considerations. If an employee brought me a product that checked all our boxes but flagged it as inappropriate because one of their videos humorously acknowledged the existence of marijuana, I would doubt his ability to define the right success criteria. But then I'm not in your company, so I can't say how important this is to you.
In the bigger picture, you seem to be requiring a California company follow your state laws, which defeats the purpose of state laws. To imply that simply using the word marijuana in your state opens you up to some sort of liability is, frankly, silly. If that interpretation of Wisconsin law is true, I don't know how you have a TV or radio.
What do you dislike about the product?
Get passed the "cool" aspect and it encompasses everything a moderate to large service org wants, and needs. CS, analytics, the god awful buzzword synergy... everything.
In addition, its easy from an implementation stand, and easy for end users.
In addition, its easy from an implementation stand, and easy for end users.
What problems is the product solving and how is that benefiting you?
It will resonate with a certain type of client, and if you aren't it, then so be it. There's a cost associated to being a stiff corporate company as well; makes it difficult to stand apart.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
The quality of the product and service should be the measure of it, not some off-hand reference in a marketing video.
It could be improved but I love the apps.
What do you like best about the product?
The variety of metrics available, and the customization.
What do you dislike about the product?
Phone feature is unreliable at times. it allows agents to cheat the system with the away feature.
What problems is the product solving and how is that benefiting you?
It allows for you to be able to track all interactions with customers.
Recommendations to others considering the product:
Maybe use a different service if your support needs rely on phone calls.
Good program for customer support
What do you like best about the product?
The organization that zen desk provides for different types of tickets
What do you dislike about the product?
It glitches a lot and the apps on the side sometimes don’t show up and cause further connectivity issues.
What problems is the product solving and how is that benefiting you?
It is an effective way to reach out to customers and solve customers issues. It is good for communicating about a specific order.
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