Zendesk Suite
ZendeskExternal reviews
6,506 reviews
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Zen desk review
What do you like best about the product?
Maintaining history is easy. Searching is easy using various filters.
What do you dislike about the product?
Wish I could pull various reports using this app. The reporting feature is limited.
What problems is the product solving and how is that benefiting you?
Client support tickets
Probably the best tool on the market but much left to be desired.
What do you like best about the product?
It's flexible, extensible, and probably the best enterprise solution out there.
What do you dislike about the product?
Filtering of spam emails. There help support bot needs work surfacing the correct answers to questions asked by prospects and customers. When sales dept forwards an email into support because its a support related customer question the email sender is disconnected from an account and references the Sales rep as the inbound sender. It just messes up email to account tracking and it's extra busy work to fix. I would be willing to try a different tool if it met our needs and I was easy to setup.
What problems is the product solving and how is that benefiting you?
Centralizes support requests, for the most part.
Recommendations to others considering the product:
Take into consideration developer resources. The tool is more powerful if an engineer can build things to customize your reps workflow.
Feedback
What do you like best about the product?
Ovarall thr software is use. It has sufficient integrations
What do you dislike about the product?
It is not just lack of automation but long term awareness
What problems is the product solving and how is that benefiting you?
Customer resolution
Easy way to track issues
What do you like best about the product?
Easy way to keep track and tag tickets. Easy enough to search past tickets, and great way to help make data driven business decisions based on customer contact.
What do you dislike about the product?
Analytics/reporting could use major work. The fact that you cannot forward a ticket to an email address without jumping through hoops is truly baffling.
What problems is the product solving and how is that benefiting you?
Tracking support tickets in a manageable manner.
Im very satisfied, but is not perfect (yet)
What do you like best about the product?
A lot of versatility and easy to adapt to all platforms. Great app for Android and iOS
What do you dislike about the product?
Not quite good customer support, slow someitmes
What problems is the product solving and how is that benefiting you?
I have noticed an improvement in the communication with my customers
Recommendations to others considering the product:
Is the best I found yet is not perfect
Talking Solutions solved
What do you like best about the product?
I think that Zendesk talk incorporates very well with the Zendesk system, it's a very wonderful faction. This allows us to have all of our things in one place.
What do you dislike about the product?
I dislike the fact that sometimes it does freeze up a little bit. Other programs haven't had this issue.
What problems is the product solving and how is that benefiting you?
Zendesk Talk is helping our company work to get in contact with our customers.
Recommendations to others considering the product:
It becomes a lot easier to use Zendesk Talk when you are combining it with Zendesk for solutions for an all in one.
Good support tool
What do you like best about the product?
I like the features it includes and the possibility of more detailed analytics
What do you dislike about the product?
I don't like the analytics and the way post chat emails are sent
What problems is the product solving and how is that benefiting you?
All the support aspects of our company
Recommendations to others considering the product:
Make sure to set it up correctly
Best ticket support system
What do you like best about the product?
It support browser based ticket support system
What do you dislike about the product?
A little pricey for big customers. Should bring down price a bit to stay in market as there are many
What problems is the product solving and how is that benefiting you?
End clients support calls and issues
Recommendations to others considering the product:
Bring down price a little bit
Industry standard, but competitors now offer better features.
What do you like best about the product?
The use is relatively straightforward, if basic in terms of feature set.
What do you dislike about the product?
It offers about everything you would expect, but without extensive knowledge you will miss out.
What problems is the product solving and how is that benefiting you?
If you are totally new to the world of CS like I was, Zendesk is a fantastic introduction.
Recommendations to others considering the product:
Seek web dev assistance in setting up your help portal for a better user experience.
Easy to Navigate, Not so easy to see historical data
What do you like best about the product?
The ability to customize tickets to meet our needs. Easy to navigate, very intuitive.
What do you dislike about the product?
The ticket view, it's not very easy to see the historical information within a ticket. A lot of scrolling.
What problems is the product solving and how is that benefiting you?
Managing customer issues and being able to determine what are biggest issues are, defects, enhancements.
Recommendations to others considering the product:
Be patient and play around with the application as much as possible.
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