Zendesk Suite
ZendeskExternal reviews
6,474 reviews
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Zendesk is a great product but does have some complications
What do you like best about the product?
The intuition of information from our Support program that shares the customers information is nice that it shares. And, most steps are easy to learn.
What do you dislike about the product?
New tickets are generated for even associated accounts, this is very confusing as there could be two associated customers in our case (rider and driver) and those would be easier to track if they were one ticket under one subject. Also, it is very busy and has a lot of too many options that we don't use and adding categories is not easy to figure out without a manual of the program.
What problems is the product solving and how is that benefiting you?
Customer documentation, specifically rider accounts and driver accounts. Zendesk is our main program used to document all internal conversation and information for those customers and business partners.
Best management system for customer support!
What do you like best about the product?
I enjoy being able to manage tickets by specialization within my customer support department. The data visuals help with understanding certain issues. The ability to merge your tickets is a plus. As an administrator, you are able to see the accountability of your team.
What do you dislike about the product?
Having to learn how to adjust your system to your specific preferences. It may be really difficult in the beginning understanding the system if you are not familiar with it however you do have the customer support or account managers that are able to guide you to it.
What problems is the product solving and how is that benefiting you?
Ensuring that customer happiness is a priority and we are getting to them much more quicker than other companies that do not utilize these types of platforms.
Recommendations to others considering the product:
Make sure to read the blogs and any FAQ's on their website before implementing it in your department. Use it to its fullest advantage by using Insights and shortcuts for your representatives who have to continuously answer the same questions.
Zendesk Support
What do you like best about the product?
Fully featured help desk and task management system for a team of support analysts. Custom views, email interface, etc...
What do you dislike about the product?
Disability to customize how emails are distributed to users who hae submitted tickets.
What problems is the product solving and how is that benefiting you?
Helpdesk and task tracking.
Recommendations to others considering the product:
Great help desk ticketing system! Use it for FAQ as well.
Uncluttered viewing.
What do you like best about the product?
Dependable functionable chat room for completing necessary communication which ends in compketed transactions.
What do you dislike about the product?
Nothing to dislike maybe bigger bubbles for current box conversation.
What problems is the product solving and how is that benefiting you?
Clearing up many transaction necessary details for purchase or refund completion.
Zendesk review
What do you like best about the product?
I love that I can always rely on zendesk to go back and listen to all my calls and see all communications with a customer in a very organized and easy to use manor.
What do you dislike about the product?
Sometimes it takes too long for my tickets to populate causing me to have to slow down.
What problems is the product solving and how is that benefiting you?
Making sure all customers are met with great quality of service.
Recommendations to others considering the product:
Keep doing a great job!
The best support software I've come across by far.!
What do you like best about the product?
The API, ticketing transparency, ticket status tracking, the merging of the tickets and private chat option via tickets are some of the best features of this software. Even the mobile website is good enough to work remotely. We are really looking forward to start using the API as well of the Zendesk to make our own CTI integration with it. We're looking for a long term relation with Zendesk and in order to do so maybe have a tie up with them for a smooth future additions and growth.
What do you dislike about the product?
That we cannot assign anyone as CC on multiple tickets at once. We really need that feature.
Also if we can get a chance to replace the existing users on a chat with new employees that would great as well.
Also if we can get a chance to replace the existing users on a chat with new employees that would great as well.
What problems is the product solving and how is that benefiting you?
The troubleshooting of any issues of our product via email and this tool is the best usage that it provides. File size to be attached could’ve been more than 1 MB for primary users with lesser number of users.
Recommendations to others considering the product:
Just open up a ticket or chat with them if you're having any issues using or setting up the ticketing system (although no help is required what so ever with that) because they will get back to you ASAP and get the resolution to you pretty quickly.
Beyond helpful and very efficient!
What do you like best about the product?
Love that it brings everything together at one place and I can filter it!
What do you dislike about the product?
Sometimes we run into minor glitches but they are on it to fix it!
What problems is the product solving and how is that benefiting you?
Emails, Texas, voicemails, Facebook, Twitter, and online reviews!
Recommendations to others considering the product:
Worth everything! Is the best tool to have!
Zendesk Review
What do you like best about the product?
For a long time my team was unable to keep track of tasks and issues going on for our customers and our staff. I was able to get Zendesk and offer a way for them to submit their issues easily and I could assign the problem to a person fit for the Job.
What do you dislike about the product?
There is not much to dislike. I used it minimally and it accomplished what I needed it to. Notifications took a bit long but besides that, I think the program fit my expectations greatly. I will continue to use the program and if I encounter any issues, maybe I will revise my review.
What problems is the product solving and how is that benefiting you?
We are more organized. Problems are routed to the right department leads. There is less confusion on who's job it is to solve a problem. Although we are having less problems to solve and have used the program less and less, it still was a great thing to have in the company.
Recommendations to others considering the product:
It definitely will get your organization the unity and simplicity for problem solving it needs.
It is an incredible product!
What do you like best about the product?
It is a fantastic product that revolutionizes the way of giving support to customers, it is different from many other products, it is totally efficient and productive, you can manipulate it in a simple way thanks to its intuitive interface.
What do you dislike about the product?
I have not found anything negative to mention about this product, I feel totally satisfied with it.
What problems is the product solving and how is that benefiting you?
There is always the need to meet the different needs of our customers, that is why we decided to use zendesk as it offered all the functions that we required to give excellent support to our customers.
Recommendations to others considering the product:
I highly recommend to all this fabulous product, satisfies the need of any company, give a better support to your clientele and you will feel at ease with all the excellent results it will give you.
Okay
What do you like best about the product?
Its user friendly and pretty straightforward
What do you dislike about the product?
It’s hard to get tech support to help you
What problems is the product solving and how is that benefiting you?
It’s helped keep all of my issues in one place
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