Zendesk Suite
ZendeskExternal reviews
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Zendesk will sell to anyone regardless if it isn't a good fit
What do you like best about the product?
There really isn't anything special about Zendesk to be honest. In fact, they may be a bit too big for their britches because they do not care for those with small engagements.
What do you dislike about the product?
Support is delayed, incorrect or vague. Reporting is a total cluster unless you have the time and patience to mash together Insights, Explore and Excel. Zendesk does not stay apprised of the latest versions available for their integrations and consistently refer you back to the other vendor.
What problems is the product solving and how is that benefiting you?
Other than being a ticket management tool, there have not been any benefits. In fact, we learned recently that our use case is completely inappropriate given that Zendesk was not designed for outbound/proactive outreach to customers.
Recommendations to others considering the product:
Zendesk really isn't designed for small support teams nor if you perform outbound / proactive support. You also need to be ready to check the community forums and Google to get answers since Zendesk's support team generally sends out irrelevant support articles that are not helpful. Also, everything costs extra, chat, using the web widget to embed your knowledge base and everything is branded Zendesk. You also cannot call support and when you do end up connecting with a person (if escalated like I was), you are sent to their Calendly and not given a phone number. In general, Zendesk just isn't helpful. They hide behind their MSA and refuse to do the right thing which in some cases means letting a bad fit customer out of their contract.
Great ticketing system
What do you like best about the product?
Easy to work with. Real-time update. Zero downtime so far.
What do you dislike about the product?
When the user types the zendesk email to send a new ticket the cached address opens up the old ticket.
What problems is the product solving and how is that benefiting you?
All technical issues. Easy to keep track of all the issues.
Zendesk
What do you like best about the product?
It's great for communication with clients and great for one touch communication. Integration with Gmail so I can check my Gmail and see what updates are available from zendesk. I also like you can create macro templates to fill out to send to clients.
What do you dislike about the product?
Can be at times glitchy with how different zendesk tickets are linked. Parent and child tickets should be easier to link/unlink. Sometimes, child tickets do not show up. Can be slow at times.
What problems is the product solving and how is that benefiting you?
Zendesk is beneficial for Getaround to speak to customers and vendors. It's used in a variety of ways to track tickets from any person or business we speak to.
Recommendations to others considering the product:
Zendesk is a fabulous tool for communications but in the world of claims, it may not be the best tool to use. A user can easily get used to using the product and it's effective at what it is made for.
Zendesk is the best support ticketing system.
What do you like best about the product?
Zendesk is the best support ticketing system and customer service software. This software builds help desk, call center and the live chat software for the better customer relationships. The best thing of this software is that we can easily track the users as well as the tickets which is a great advantage. It is an excellent software for the management of our requirements and the requests. It also allows us to automate response to our customers. Zendesk is super easy to use and to communicate with different other teams is very easy. Hence this software work as the great ticketing management system.
What do you dislike about the product?
This software is a little bit expensive as compared to its competitors, but it is only expensive for the small business companies. But for us we have no problem paying for this software because the Zendesk software is so incredible to use. Sometimes distributing and the managing any ticket to any specific team is still look very difficult. But otherwise Zendesk software work as the great ticketing management system.
What problems is the product solving and how is that benefiting you?
Zendesk software work as the great ticketing management system. This software is so easy to use and to communicate with other different teams is so easy. The best thing about this software is that we can easily track the users as well as the tickets which is the great advantage. Hence Zendesk software work as the great ticketing management system. This software-built help desk, call center and the live chat software for the better customer relationships. I highly recommended this efficient software.
Solid, Consistent, Not the Easiest to Navigate
What do you like best about the product?
Zendesk Chat is easy to use and consistent in its delivery.
What do you dislike about the product?
The options in the left-hand menu aren't as intuitive as possible, so it is easy to lose track of which page you need.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our first-round customer service vehicle. Zendesk allows us to serve multiple customers at once, as opposed to phone operations.
Recommendations to others considering the product:
For those using Zendesk, make sure you log out when you need to get off, otherwise you will receive offline messages from trolls.
A slight learning curve, but overall, exactly what we needed.
What do you like best about the product?
Zendesk support has made the process of receiving, responding to, and tracking customer support tickets exponentially easier. We now use the platform as our inbound communication center, and are able to track the efficiency and responsiveness of each of our agents.
What do you dislike about the product?
Macros and Triggers can be difficult to understand, but support is helpful.
What problems is the product solving and how is that benefiting you?
Aligning business triggers with our needs. The largest benefit has been around the reporting available.
A No-Brainer Help Desk
What do you like best about the product?
Zendesk is extremely intuitive and easy to use.
What do you dislike about the product?
It can be difficult to stay on top of ticket queues.
What problems is the product solving and how is that benefiting you?
All inquiries that can be solved over the phone are solved on Zedesk.
Simple to Use, Gets the Job Done Effectively!
What do you like best about the product?
Zendesk Support is intuitive and simple to navigate. Customer Support is also incredibly helpful.
What do you dislike about the product?
I have zero complaints about using this software. It has always worked exactly how my company has expected it to.
What problems is the product solving and how is that benefiting you?
Zendesk Support has given us the opportunity to consolidate all client interactions in one place. We can search keywords, respond to clients, and interpret the analytics provided to us.
Recommendations to others considering the product:
Do your research and pick a software that works best for your needs, but for what my company has needed it for, Zendesk Support has been a life-saver.
ZenDesk
What do you like best about the product?
How easy it is to stay organized and making smart lists!
What do you dislike about the product?
The phone calling feature doesn’t alway work.
What problems is the product solving and how is that benefiting you?
I think a lot of us are learning and continuing to learn as we go and use different aspects of ZenDesk.
Zendesk is an intuitive and streamlined services worth investing in.
What do you like best about the product?
The helpful design and Macro function is easy to use for beginners and experts alike.
What do you dislike about the product?
Zendesk’s search functions can sometimes pull too many queries at once.
What problems is the product solving and how is that benefiting you?
Customer facing software issues have very similar responses. This makes the macro function that much more useful on a moment-by-moment basis.
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