Zendesk Suite
ZendeskExternal reviews
6,541 reviews
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Zendesk is an easy to use platform
What do you like best about the product?
I liked that it was easy to keep track of tickets and monitor your work. The different options, pending, on hold, etc made it easy to prioritize tickets and keep communication open while working on them.
What do you dislike about the product?
Sometimes there would be buggy behavior where if you put a ticket on pending with your name it would still be pushed back into the general pool. Outside of bug issues I didn't have any problems with it.
What problems is the product solving and how is that benefiting you?
We used Zendesk to communicate with users and help them resolve issues they were having with the app.
Great as teams get larger, lots of expansion and integrations. Email chain still sucks
What do you like best about the product?
Zendesk is constantly growing and getting better. Analytics seems to be getting better as well.
What do you dislike about the product?
Still annoying is how responses are organized in Zendesk's email chain. I know the reasoning behind it, but I'm constantly getting users who reach out on how hard it is to read and follow in the thread.
What problems is the product solving and how is that benefiting you?
Analytics, great overall ticketing system. It's the golden standard.
Very pratical !
What do you like best about the product?
The most helpful in Zendesk is the simplicity of use, the ergonomy of this solution too.
I think is the best solution for your company in terms of customer service. When a customer contact the customer service, he's immediatly supported by your team dedicated to customer service.
Thanks to the Q&A section provided by Zendesk, the customer is able to find all the answers about the product. Most of the time, when a customer reach us, we redirect him to the Q&A section because his question already have an answer.
I think is the best solution for your company in terms of customer service. When a customer contact the customer service, he's immediatly supported by your team dedicated to customer service.
Thanks to the Q&A section provided by Zendesk, the customer is able to find all the answers about the product. Most of the time, when a customer reach us, we redirect him to the Q&A section because his question already have an answer.
What do you dislike about the product?
Until now, I didn't find any donwside for this solution. Zendesk help me to even improve my knowledge about the product that my company is selling tanks to the Q&A.
The thing about it who can be improve, I think, is the possibility to synchronize it with the CRM I use on a daily basis. It can be problematic when all the info about a customer isn't reunited in one and only "spot" because all of the users don't have the reflex to check if the customer have reach your plateform via Zendesk.
The thing about it who can be improve, I think, is the possibility to synchronize it with the CRM I use on a daily basis. It can be problematic when all the info about a customer isn't reunited in one and only "spot" because all of the users don't have the reflex to check if the customer have reach your plateform via Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk as become essential on a day to day basis. I can provide help to my customers and share informations with them in one or maybe two clicks.
Recommendations to others considering the product:
My recommendations about this solution is simply to try it ! You'll see, it's very ergonomic, simple of use for your employees and even more for your customers !
Easy way to manage tickets!
What do you like best about the product?
All of the tickets are color coded depending on if they're new, open, or closed which is really helpful. I am able to communicate effectively with both our customers (external tickets) or our engineers (internal tickets).
What do you dislike about the product?
So far I have not found anything that I dislike about the software, yet I have only been using it for a short time.
What problems is the product solving and how is that benefiting you?
We are solving issues that the customers have with our software in particular. They submit a ticket through Zendesk and it goes to the person on our Product Support team that is the primary specialist on that customer. We then attempt to solve the bug ourselves, and if we can't we submit it to our internal engineers to write a script to fix the bug.
Stress free Zen
What do you like best about the product?
Zen desk is a simple product for tracking and assisting clients. The live chat and messaging is great for supporting clientele.
What do you dislike about the product?
I honestly do not dislike anything about zendesk because it has helped me ensure my guests are always satisfied.
What problems is the product solving and how is that benefiting you?
Problems are dealt with immediately with fast, live help. Reliability 24/7 has been the number 1 benefit.
Recommendations to others considering the product:
I advise you to try the free trial of zendesk and you will see it is simple, effective and user friendly.
Helpful to share your knowledge base with customers
What do you like best about the product?
Easy to edit, no coding experience needed, simple to see what pages are published/in draft etc
What do you dislike about the product?
I don’t love the set up of how it appears on the actual site. I wish I could customize that
What problems is the product solving and how is that benefiting you?
Solving : having customers know our faq
Benefits: less email and chat questions
Benefits: less email and chat questions
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.
Easy to Use
What do you like best about the product?
Zendesk is so easy to use and makes connecting with our customers so easy.
What do you dislike about the product?
There isn't really anything to dislike! As long as you know how to use the software, it will help you support your customers.
What problems is the product solving and how is that benefiting you?
We receive emails from our customers and are able to be notified in different mediums because of the integrations. We can respond to our customers directly in Zendesk to keep all information in one place.
Easy support system!
What do you like best about the product?
It is easy compiled together to keep track who customer tickets, and set statuses.
What do you dislike about the product?
Only thing I can think of is some text variation, more clear bold font.
What problems is the product solving and how is that benefiting you?
Making sure we can get to customer's inquiries in a timely manner. Helps keep a compile database for statistics to make sure we are staying on pace!
Recommendations to others considering the product:
Use it! Easy to use and helps your customers receive great responses.
The system that allows us to be the best in customer service.
What do you like best about the product?
This system is undoubtedly a real gem, since it allows me to be able to respond to my clients, whether you come from social networks or emails quickly and effectively, earning their trust and quick sales. It also allows me to offer the customer a post-service and post-sales service that has allowed me to win several awards in the chambers of commerce of my locality, due to the timely attention of my clients.
I really enjoy using Zendesk Support because it has been able to satisfy all the needs that I as a company have with both my clients and with my suppliers, as for the latter I have been able to establish a closer and more efficient communication with them. This system has a very friendly interface and easy to understand.
I really enjoy using Zendesk Support because it has been able to satisfy all the needs that I as a company have with both my clients and with my suppliers, as for the latter I have been able to establish a closer and more efficient communication with them. This system has a very friendly interface and easy to understand.
What do you dislike about the product?
I have been using this system for several years and today I can continue saying that this system has not gotten any fault that allows me to give a complaint about it.
What problems is the product solving and how is that benefiting you?
Thanks to this system I have been able to have a direct communication with each one of the clients, since it allows me to use all the possible, varied channels and respond with promptness and professionalism, this system has also provided me with complete reports where I can see the performance of every member of my team.
It is very beneficial to know that according to the attention given to your customers, they reward you with their loyalty even if your prices are high, they understand that your products and services are worth it.
It is very beneficial to know that according to the attention given to your customers, they reward you with their loyalty even if your prices are high, they understand that your products and services are worth it.
Recommendations to others considering the product:
I definitely recommend this system with your eyes closed, if you really want to meet your customers quickly. This software is the ideal for your business. Do not wait any longer and take action and you will see all the benefits that this program offers you.
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