Zendesk Suite
ZendeskExternal reviews
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Make IT life easier
What do you like best about the product?
Easy to communicate and keep track of all back and forth communications on an issue.
What do you dislike about the product?
We currently have no dislikes when using Zendesk support.
What problems is the product solving and how is that benefiting you?
Zendesk support helps our IT department make sure no issue slips through the cracks. It is easy for customers as well as support.
Yesss
What do you like best about the product?
It helped get my problems fixed fast ! The instant chat helped a lot
What do you dislike about the product?
That I had to go through tech support to fix. Just the point of putting in a ticket
What problems is the product solving and how is that benefiting you?
That my problem could get fixed quick
Recommendations to others considering the product:
It helps !
Take care of your users in real time and increase sales.
What do you like best about the product?
Zendesk chat is a valuable tool for the help desk. It allows you to provide information and support to your users in real time.
You can constantly monitor your visitors by seeing the active, inactive, and also those who have opened the live chat tool. You can also see their referrals.
By opening the panels of users visiting your sites, you get a lot of information about the pages they are on and all the ones they have viewed. You can also check their IP, the browser they use, their location, and other useful information about their devices.
Each visitor has their story. If you have already had contact with someone, you can easily check their conversation history by seeing the agent and the transcripts. The conversation can be sent by email.
You can constantly monitor your visitors by seeing the active, inactive, and also those who have opened the live chat tool. You can also see their referrals.
By opening the panels of users visiting your sites, you get a lot of information about the pages they are on and all the ones they have viewed. You can also check their IP, the browser they use, their location, and other useful information about their devices.
Each visitor has their story. If you have already had contact with someone, you can easily check their conversation history by seeing the agent and the transcripts. The conversation can be sent by email.
What do you dislike about the product?
Some useful features are only available for the professional plan (visitor tracking and conversion analysis). If you have another third party to monitor them, you will be completely satisfied with the other plans.
What problems is the product solving and how is that benefiting you?
-We have managed to solve a ticket saturation problem because our old system was not very good. Currently, with Zendesk, we have greatly improved the flow and support thanks not only to a more efficient system but also because it is easy to configure by dividing everything by departments.
-It makes people feel more secure with a product or service when they know they can contact a support operator for assistance.
-It makes people feel more secure with a product or service when they know they can contact a support operator for assistance.
Recommendations to others considering the product:
I would give this product a chance, especially if you are already using Zendesk, as depending on your license, it may not be necessary to make a major outlay. On the other hand, I recommend that you use the latest version and properly configure how it will work and how your support hierarchy will be distributed, as a set of departments with few operators solves more problems than a single department with many poorly distributed operators.
Zendesk Review
What do you like best about the product?
Zendesk is easy to navigate and intuitive.
What do you dislike about the product?
There are often too many places to click to get what I need.
What problems is the product solving and how is that benefiting you?
I'm able to assist users quickly by finding all of the information I need.
Recommendations to others considering the product:
It's functional but sometimes involves too much clicking to get what you need.
Keeping up with those tickets!
What do you like best about the product?
The ability to best organize all tickets and to ensure that your team and people you are sending info out to are properly notified of the information and needs
What do you dislike about the product?
Can be difficult to find the right category for the ticket, and there are times where Zendesk does not properly save a ticket, and you will need to reset some categories and reload.
What problems is the product solving and how is that benefiting you?
It is a good way to organize notes and make sure that you are on top of everything without a ticket or message slipping through the cracks
Zendesk
What do you like best about the product?
Zendesk is simply the best ticketing system out there.. It makes ticketing so much easier. It's not complicated at all. You can assign it to people without going through hoops and trouble. It also gives you calling capabilities.
What do you dislike about the product?
There's nothing to dislike about zendesk.
What problems is the product solving and how is that benefiting you?
Support system
Confluence and Comprehension
What do you like best about the product?
The integration assets between ticket applications when working on accounts is a smooth experience. The ability to have actions that generate windows from TalkDesk and Support is a confluent, comprehensive structure that allows CS on the front line to arrive at a solution expediently.
What do you dislike about the product?
Majority of our customer support revolves around the utilization of tickets and outgoing emails for contact with clients. Therefore, when the application "crashes" or glitches, the entirety of our operations come to a halt. Of course, with any reliance upon applications, crashes are bound to happen. However, a more comprehensive workaround for when these issues occur would be much appreciated.
What problems is the product solving and how is that benefiting you?
Zendesk has definitely created a virtual workspace that integrates our business applications into a seamless operation.
Good Support + Ticket System for Customer Success
What do you like best about the product?
Easy to search and find tickets relevant to a certain topic or customer. Love the Slack integration to monitor tickets throughout the day and see CSAT scores. Support team can assign severity and tag internal stakeholders easily.
What do you dislike about the product?
From the CS perspective, nothing major is lacking.
What problems is the product solving and how is that benefiting you?
Quick and prompt communication and resolution of tickets for internal team members and customers. Visibility into support requests, systemic bugs, , and customer satisfaction.
Best support tool in the market
What do you like best about the product?
Zendesk is the best tool for CRM I have work with in the past 5 years. It is very intuitive and extremely easy to use so agents need just a little training to learn to use it. At the same time, it have many features that allow you to personalized the ticket management according to the need of each brand/client.
The initial set up (generic one) was very quick so you can have the main features running in no time and it is very easy to add seats, new contact channels and integrations with other platforms.
Agents can merge tickets and see if another person is already dealing with the request from the customer on the same ticket so no useless work is done. Dashboards with agents performance keep all team motivated to always reach the SLA
My favorite part of Zendesk support is definitely the reporting option as it allows you to create your on and you can include many metrics according to the business needs: from resolution times, to individual agent performance to contact topics.
The initial set up (generic one) was very quick so you can have the main features running in no time and it is very easy to add seats, new contact channels and integrations with other platforms.
Agents can merge tickets and see if another person is already dealing with the request from the customer on the same ticket so no useless work is done. Dashboards with agents performance keep all team motivated to always reach the SLA
My favorite part of Zendesk support is definitely the reporting option as it allows you to create your on and you can include many metrics according to the business needs: from resolution times, to individual agent performance to contact topics.
What do you dislike about the product?
Being a tool that you can personalize the way you like and have multiple features, it can take a long time for you to implement more advanced features as most of the assistant they give is through articles in which there are often just users trying to help each other and no Zendesk employees.
What problems is the product solving and how is that benefiting you?
It is very quick for the CS team to deal with customer request and not to loose time looking for the client history or contacts by another channel as they have everything they need in just one place. We are able to prioritize tickets by time or attributes which help us deal with the more urgent request as soon as they arrive, so customers are happy.
Recommendations to others considering the product:
Improve customer service
Awesome but needs some Improvement
What do you like best about the product?
I like it that the whole team can work together in one ticket and there will be an eyeball showing on the ticket if someone is in there. That helps us a lot not to duplicate things and we're able to communicate together.
What do you dislike about the product?
I hate the emails we are receiving in Gen and it looks completely awful.
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
It is hard to read bcos it won't copy the same exact format that the sender have sent but rather, all are in letters and there's no table or something. I just don't like that bcos that makes the email hard to be read
What problems is the product solving and how is that benefiting you?
Email communication and order processing
Recommendations to others considering the product:
If you consider formatting in your emails, well Zendesk may not be for you but if you would like a team integration, file compilation and other things for customer help desk, Zendesk is perfect!
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