Zendesk Suite
ZendeskExternal reviews
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Great, simplified ticketing system
What do you like best about the product?
The simplicity with which you can see and manage tickets, and the complexity and search power and capabilities. You are able to track each of the issues, or sort depending on various different fields that you may use and require. The macro utility is really useful, it is really versatile and a tool that can and usually does have a great impact at the moment of ticket field completion (really helpful for sorting the tickets) and reduces the time required for filling the information a whole lot. The dashboards and tracking is also great and has many, varied and flexible sorting, cataloging and searching options. Overall a useful and amazing tool
What do you dislike about the product?
At times the search system is not as intuitive. Though it is really powerful and complex it can be a bit hard to pick up at first. Training (at least from our perspective) was not as really accessible and at times it felt like it was up to the user to research and learn how to use some of the features.
What problems is the product solving and how is that benefiting you?
It has been great for ticket tracking and metrics. The time reduction from the macro tool was really helpful to reduce ticket attending times and helps reduce human errors by making sure that the fields are consistently and constantly filled up correctly (provided that the correct macro was used in order to fill the information).
Recommendations to others considering the product:
It's a great tool that will greatly improve your workflows and metrics reading
Practical and modern.
What do you like best about the product?
We have obtained the best experiences with Zendesk, it has adapted to our requirements in an incredible way and its platform offers its services and support in more than 30 languages its customer service in general terms is very efficient and responsive, its user interface is modern and customizable and intuitive.
What do you dislike about the product?
It is necessary that Zendesk develop a mobile application for Android and iOS to optimize its functionality as a platform and increase its accessibility to companies on some occasions the information of the resolved tickets is hidden and I personally consider that this should not happen.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to simplify all those daily activities that usually tend to be quite complex and require a large investment of time and space, this is an application that allows us to automate the processes and perform the fulfillment of each phase that complements them in order to obtain positive results and turn the working day into a totally pleasant and simple management, it benefits us a lot that instead of sending us annoying emails that can be quite tedious and take time away, this application replaces them with the option of notifications, which solves us the day from beginning to end.
Recommendations to others considering the product:
It is recommended for those medium-sized companies that need a solution that speeds up all those processes that require time and dedication, optimizes and simplifies them, so it becomes a tool capable of improving the entire management of the company from beginning to end, as long as Develop within the same context.
Handy Support Tool
What do you like best about the product?
Easy to manage Ticket workflow, possible to customise views and fields to suit your company.
What do you dislike about the product?
Can be slow at times, but this is rarely happening.
What problems is the product solving and how is that benefiting you?
Providing IT Customer Support, makes it easy to reply to customer problems and keep it all tied together with a unique reference number.
Easy to set up and organise
What do you like best about the product?
The ease of implementation, segregation, creation, and organisation of articles for the help centre.
What do you dislike about the product?
You have to use a 3rd party to customise your help centre's appearance. There should be an easy option to model the Help Center. Still, if you know HTML or have colleagues, you can design the Help Center to your liking.
What problems is the product solving and how is that benefiting you?
The main problem Zendesk Guide solves is reducing the number of contacts a company receives as the clients can use it to find required information instead of turning to CS. Setting up numerous auto responses based on various rules makes every CS manager's life much easier.
Recommendations to others considering the product:
If you want to use different that the original Zendesk guide theme, please look for other vendors who provide such a service. Knowledge of HTML is beneficial if you want to make some cosmetic changes yourself.
A lot of potential!
What do you like best about the product?
The interface is easy and straightforward to use and customize. Zendesk's support center is also very informative and helpful for whenever I have questions. Additionally, as the primary team member who uses Guide (the help center tool) I've found it easy to use and customize, although there are limitations.
What do you dislike about the product?
While Zendesk is easy to use, there is a lot of potential to expand the features to be even more user-friendly and connect Support to Guide and other products. Macros are easily managed but don't have organizational capabilities, which makes mass-editing a lot of canned responses, triggers, views, tags, etc tedious.
What problems is the product solving and how is that benefiting you?
We use Zendesk to communicate with customers via email and set up our help center. Zendesk gives us the nuts and bolts to do so.
Recommendations to others considering the product:
Keep in mind that the live chat doesn't integrate well with it. Help Center (Guide) integrates satisfactorily, but is largely a separate thing.
Zendesk promotes the communication and monitoring of tickets
What do you like best about the product?
I love this tool because I can use it as an internal support product to maintain a serious, objective and consistent communication with the objectives of my clients. Also, I can track the tickets by registering interactions. It is worth mentioning that it is intuitive, colorful and with a very dynamic call functionality for the enjoyment of the software. Without a doubt it encourages communication.
What do you dislike about the product?
I have nothing against Zendesk, I think it is tailor-made for optimal business support performance.
What problems is the product solving and how is that benefiting you?
We have worked with Zendesk in several facets, mainly as an internal support tool to keep our customers satisfied and answer their questions about our projects. In addition we have adapted it to almost all departments and through the registration of tickets we can have an internal order of the suggestions and demands of the company's workers.
Recommendations to others considering the product:
It is highly recommended to all people who wish to obtain excellent internal functioning in terms of support and tracking of tickets. It definitely meets all the minimum requirements that a software of this nature must have, it is fast and efficient.
Great!
What do you like best about the product?
Simplicity! It really helps me through all of my working processes.
What do you dislike about the product?
I feel really comfortable with all of the software. I got no complains.
What problems is the product solving and how is that benefiting you?
Customer Self-Service.
Social Customer Service.
Communication Tools.
Social Customer Service.
Communication Tools.
Recommendations to others considering the product:
For the time i worked with it, it was an awesome tool to have. It really helps the workflow!
zendesk the best software for customer support chat
What do you like best about the product?
It is good software for asking question to clients
What do you dislike about the product?
Some times it is annoying to customers because when customer visits the website the chat appear again and again
What problems is the product solving and how is that benefiting you?
It is Useful for solving customer issues and queries
Continuous Glitches
What do you like best about the product?
It is easy to use, practical and allows the employes to manage information in a more organized way. In addition, it takes into consideration the privacy of the client's information.
What do you dislike about the product?
In a month it might show issues like slow performance or it crashes. In addition, when there are several users using the program they might meet in a same ticket not allowing one of them to send the response and not warning them.
What problems is the product solving and how is that benefiting you?
We take tickets providing related to an app and provide users with customer service when the app shows any issues.
Reliable CRM system
What do you like best about the product?
Zedndesk is very reliable and I can always use it to manage customer support and transfer tickets between teams. Its interface is highly customizable and it lets me see all the tickets the way I want them to display. I like the highly efficience when it comes to answering our clients through multiple media channels and have them scroll through our help guides before they can chat with one of our agents. I like Zendesk because it has all the tools needed for an effective customer support management.
What do you dislike about the product?
I think they should add more customization options to emails (manage emails once a request closes) and personal notifications.
What problems is the product solving and how is that benefiting you?
We're using this for all of our customer support queries, and so far Zendesk has offered us a great solution to manage the amount of tickets we receive. We have benefitted from it in a way that it increases our workflow and it helpes us create an online platform where all of our tickets can be stored without any worries and it's a platform where clients can solve all their doubts.
Recommendations to others considering the product:
Zendesk is accessible at all times and it is a tool that you will eventually need to manage all your tickets.
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