Zendesk Suite
ZendeskExternal reviews
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Zendesk is a wonderful app to use to support customer feedback and to report bugs.
What do you like best about the product?
I like how Zendesk easily allows you to escalate bugs to higher people in one's organization. One can see the progress of how the issue is being resolved and who is involved with the process.
What do you dislike about the product?
I like all of Zendesk but I wish the interface was a bit more user friendly.
What problems is the product solving and how is that benefiting you?
Im solving IT problems that have to do with the user interface of a website.
Zeeen
What do you like best about the product?
The system itself is quite user friendly. Simple to use.
What do you dislike about the product?
It's annoying only being able to have set amount of licences for it.
What problems is the product solving and how is that benefiting you?
All queries can be resolved, it's the easiest way for our residents to contact us
Zendesk Review
What do you like best about the product?
Ease of use, the automation of triggers and macros. Allows transparency with our customers for example they are able to submit and manage multiple tickets via their own section within the support portal that comes with Zendesk. We publish a lot of Knowledge base articles so notifying existing users on new content is key and Zendesk does this very well where it allows the user to follow either users or sections in the community so they simply get an email once a new knowledge base articles is published. It allows our team to work on multiple tickets at the same time all on one screen flicking from one ticket to the next when needed. The integrations to other platforms is seamless like Jira, Aha and SalesForce. The integration with Teamviewer is by far the best however, it allows a one click button to connect into users workstations while logging the session details and any notes that were created while the remote session is connected.
What do you dislike about the product?
The reporting system. The built in reports are weak and you have to build reports to get the data out. For example the SLA times in the reports which filter into the wallboard view are based on 24/7 and not business hours so the figure is always false. The administration of ticket fields is also something I don't particular like. Reason is because we are constantly building the helpdesk and Zendesk there are always changes happening. If we find a new field we think is beneficially while inside a ticket, I would create that new ticket field, come back to the ticket and refresh the entire page which for some reason clears the content already in. This has happened a few times, again only a minor dislike but certainly does not put me off the product.
What problems is the product solving and how is that benefiting you?
Being able to split our VIP customers vs our Free users. Free users get a limited amount of support vs VIP where they get the most attention. ZD allows us to set rules based on these customers sets and even though the free users get limited, the communication is always consistent with Zendesk managing these processes.
Recommendations to others considering the product:
Stop looking at others, you have found the best so stop wasting time and get cracking on implementing Zendesk
Sophisticated Tool
What do you like best about the product?
Zendesk is a very useful tool for data optimization and its a tool that can be used with other tools . Very complex tool but super useful if you know what you are doing.
What do you dislike about the product?
Takes a lot of getting used to. For smarter people, super easy but for day to day regular folks, very complex. Maybe upgrade to a more user friendly phase and build easy to read dashboards.
What problems is the product solving and how is that benefiting you?
Its a CRM tool for my e-commerce company and its super great. Helps us communicate with vendors and customers and multiple teams can use it as well
Recommendations to others considering the product:
Ensure someone is fully knowledgeable about Zendesk before set up. Its a great tool if you know what you are doing
Zendesk Review
What do you like best about the product?
It is simple to navigate and review your completed tasks
What do you dislike about the product?
Some glitches occur, but they could always be fixed with updates.
What problems is the product solving and how is that benefiting you?
Customer service questions and any other inquiries about the product we offer.
Zendesk is a fantastic program for all support!
What do you like best about the product?
Zendesk makes it easy to have all interactions with customers in one consolidated platform. We currently use their chat function, email and help center. Zendesk also integrates with other softwares to keep everything in a neat fashion in place.
What do you dislike about the product?
The only issue with Zendesk is their status page sometimes does not update in time
What problems is the product solving and how is that benefiting you?
We are able to pull reports based on ticket fields which help support grow and know the factors that may be impacting our customers.
Very functional and easy to use, but could be improved.
What do you like best about the product?
I love that I can directly include Zendesk to reporting flows from my website through the API and code so reports come in organized from the start. Everything can be categorized perfectly through the use of code, triggers and views.
What do you dislike about the product?
There isn't a way to mass edit triggers, macros or views, so it ends up being very time consuming any time that something changes on Zendesk, or if anything is changed on the website that will affect one of those things (Especially Triggers and Macros). Mass editing would save a lot of time and make Zendesk more user friendly.
What problems is the product solving and how is that benefiting you?
Zendesk will mark tickets as spam, but we do not have control over when this happens, which makes it difficult to restore tickets that we want to receive. The benefit is that they do usually catch actual spam, but also important tickets.
The much needed move away from GoodData
What do you like best about the product?
The user interface is leaps and bounds better than the previous product, GoodData. Every single issue our teams had has been solved with this amazing update.
What do you dislike about the product?
Porting over previously built custom metrics that were developed in the prior product was not possible. Just created a bit of re-work.
What problems is the product solving and how is that benefiting you?
Designing custom dashboards for our various teams and agent groups. We've noticed a drastic increase in self-serve reporting, which has reduced the bottleneck that data visualization can sometimes create.
Recommendations to others considering the product:
Switch over to ZD Explore as fast as possible!
I used this for start up company was fantastic
What do you like best about the product?
It was easy to use and the help desk were super supportive
What do you dislike about the product?
It was in early stages of zen desk I believe, I was a contractor of a start up insurance company and took the role of implementing this integrate it into the business customer service team.
What problems is the product solving and how is that benefiting you?
It was very new at that time and everything was still in beta however it was fantastic being able to customise and learn a whole new CRM function.
I especially loved the macros and being able to log calls with tickets
I especially loved the macros and being able to log calls with tickets
Zendesk
What do you like best about the product?
Easy to use, has a lot of useful information at your finger tips.
What do you dislike about the product?
It can be confusing if you don't know the terminology.
What problems is the product solving and how is that benefiting you?
Allows convenient storage of emails etc
Recommendations to others considering the product:
Establish the terminology and have clearly laid out procedures for finding things
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