Zendesk Suite
ZendeskExternal reviews
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Its a good replacement for outlook
What do you like best about the product?
- Its faster
- less downtime
- SLA management
- less downtime
- SLA management
What do you dislike about the product?
Need SLA Report in order to manage every team members SLA
& there should be new ticket nos created for every re-opned ticket so that the exact/actioned ticket can be counted for review
& there should be new ticket nos created for every re-opned ticket so that the exact/actioned ticket can be counted for review
What problems is the product solving and how is that benefiting you?
Easy allocation of mails / tickets which helps in assigning & managing performance of the team
Powerful, user-friendly support suite for businesses of all sizes
What do you like best about the product?
User-friendly interface: It is easy to navigate and use, making it accessible for businesses of all sizes and technical abilities.
Customizable: Zendesk offers a wide range of customization options, so businesses can tailor it to fit their specific needs and processes.
Comprehensive: It offers a range of features, such as ticketing, live chat, and a knowledge base, providing everything a business needs to manage customer support in one place.
Scalable: Zendesk can grow with a business, as it supports an unlimited number of users, tickets, and chats.
Integrations: Zendesk Support Suite can be integrated with a variety of external tools and platforms, making it easy to integrate it into an existing workflow.
Mobile support: Zendesk has mobile apps for both iOS and android, allowing agents to manage tickets and customer interactions on the go.
Reporting and analytics: It provides detailed reporting and analytics, so businesses can track performance and make data-driven decisions.
Customizable: Zendesk offers a wide range of customization options, so businesses can tailor it to fit their specific needs and processes.
Comprehensive: It offers a range of features, such as ticketing, live chat, and a knowledge base, providing everything a business needs to manage customer support in one place.
Scalable: Zendesk can grow with a business, as it supports an unlimited number of users, tickets, and chats.
Integrations: Zendesk Support Suite can be integrated with a variety of external tools and platforms, making it easy to integrate it into an existing workflow.
Mobile support: Zendesk has mobile apps for both iOS and android, allowing agents to manage tickets and customer interactions on the go.
Reporting and analytics: It provides detailed reporting and analytics, so businesses can track performance and make data-driven decisions.
What do you dislike about the product?
Limited customization options: While Zendesk offers a range of customization options, some users may find that the platform does not fully meet their needs and may require additional customization through their developer team like custom macros and custom fields.
Cost: While Zendesk offers a free plan, businesses may need to upgrade to a paid plan to access certain features or handle a higher volume of support requests.
Cost: While Zendesk offers a free plan, businesses may need to upgrade to a paid plan to access certain features or handle a higher volume of support requests.
What problems is the product solving and how is that benefiting you?
As a user of Zendesk Support Suite, I am able to benefit from a number of features that help me to manage customer support more effectively.
One of the main problems that Zendesk Support Suite is solving for me is providing a centralized platform for managing customer support. With the ability to handle ticketing, live chat, and a knowledge base all in one place, I am able to keep track of all customer interactions and easily access the information I need to provide efficient and effective support.
Another problem that Zendesk Support Suite is solving for me is the ability to customize the platform to fit my specific needs and processes. With a wide range of customization options, I am able to tailor the platform to work the way my business works, rather than having to change my business processes to fit the platform.
Additionally, Zendesk Support Suite is solving the problem of scalability for me. As my business grows, I don't have to worry about hitting a limit on the number of users, tickets, or chats that I can handle, as the platform supports an unlimited number of them.
Lastly, the reporting and analytics feature of the platform allows me to track performance and make data-driven decisions, which helps me to improve my customer service quality and efficiency over time.
One of the main problems that Zendesk Support Suite is solving for me is providing a centralized platform for managing customer support. With the ability to handle ticketing, live chat, and a knowledge base all in one place, I am able to keep track of all customer interactions and easily access the information I need to provide efficient and effective support.
Another problem that Zendesk Support Suite is solving for me is the ability to customize the platform to fit my specific needs and processes. With a wide range of customization options, I am able to tailor the platform to work the way my business works, rather than having to change my business processes to fit the platform.
Additionally, Zendesk Support Suite is solving the problem of scalability for me. As my business grows, I don't have to worry about hitting a limit on the number of users, tickets, or chats that I can handle, as the platform supports an unlimited number of them.
Lastly, the reporting and analytics feature of the platform allows me to track performance and make data-driven decisions, which helps me to improve my customer service quality and efficiency over time.
All in one Package
What do you like best about the product?
Zendesk can easily open multiple windows for a particular ticket due to which backtracking makes easy
What do you dislike about the product?
Since zendesk is so heavy it takes time to load as compared to other
What problems is the product solving and how is that benefiting you?
Zendesk helps us solve customer query whether it is in Chat form or Email form.
Hassle Free integration and calling
What do you like best about the product?
Easy to use while calling from Zendesk without any issue
What do you dislike about the product?
Sometimes the Talkdesk tab on Zendesk doesn't load
What problems is the product solving and how is that benefiting you?
Easy to raise a issue and getting quick response
Extra Ordinary User Experience
What do you like best about the product?
Zendesk Support allows all the necessary features with an easy-to-learn interface in order to work on the cases or Customer Support System. Zendesk enables its users with various features like Follow up reminders, Integration with other apps, and creating related tickets for internal teams for further actions and efficient followup on ongoing cases.
What do you dislike about the product?
I really don't think of any such options or features on Zendesk as all the features and options I have used till now are very useful and I believe that those features are included in the list after a lot of research and user feedback.
What problems is the product solving and how is that benefiting you?
As there are a lot of internal dependencies while resolving day-to-day grievances received from Paid customers, Zendesk empowers its users to easily keep a track of ongoing cases and their progress over them. Also, creating and managing 'Views' is another extraordinary feature in order to segregate your data as per the requirement of the time.
Refferal
What do you like best about the product?
i will recommend zendesk for friend or colleague because i have good experience, good service
if we have obstacle the account full helping
if we have obstacle the account full helping
What do you dislike about the product?
related to payment, maybe it can be changed according to the country and not always using dollars
What problems is the product solving and how is that benefiting you?
about trigger, integration they complete help until solve
and we can work so properly
and we can work so properly
Fun, insightful and inclusive
What do you like best about the product?
From start to finish we felt immediately that we were able to build a succesfull bot even though we were all new within this topic. The support was always available and we could ask questions at any time of the day. Ultimate felt eventually like an extension of felyx rather than an external partner.
What do you dislike about the product?
To Ultimate itself there were no downsides to be fair. The only issue was the integration with SunCo and the lack of their response, it would have been great to have had someone from Ultimate take charge at that time and helped there to fasten up the process.
What problems is the product solving and how is that benefiting you?
The high amount of chats we get on a daily base is now covered first by the bot so the issues can be shifted and agents immediately see what issue the customer experiences. Which helps them so much!
Most complete CRM tool
What do you like best about the product?
Zendesk is the most complete CRM tool I've ever seen, both for its variety of integrations with other platforms and for its complete business rules and infinite configuration possibilities.
What do you dislike about the product?
It still lacks some more complete features for chat like first response SLA for example.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
The automations interface is still very old and visually outdated compared to the rest of the features, making it even a little uncomfortable to use.
What problems is the product solving and how is that benefiting you?
Zendesk is solving the problem of the company that I work for, mainly in customer service, efficiently and quickly, making the ticket resolution rate always close to 100%
Intuitive and highly customizable
What do you like best about the product?
Very easy to use but can also be customized to suite your company's needs
What do you dislike about the product?
Communication history can sometimes get extensive. It would be nice to see only the most recent response from each email, not the growing thread.
What problems is the product solving and how is that benefiting you?
The Support Suite helps us track responses to customers and communicate seamlessly with our Sales team.
Great, robust, well-supported, versatile
What do you like best about the product?
Everything we need, all in one place. The Zendesk team has been fantastic. Whether providing technical support, helping to workshop ideas, connecting us with partners, no complaints!
What do you dislike about the product?
Zendesk is an incredibly complex tool. Despite the excellent documentation, support and constant improvement, it is still difficult for the uninitiated to grasp all that it can do. This can make it difficult to sell new functionality to business leaders.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to consolidate information and tools in one place. The interface is intuitive and the tools are powerful. We have seen a tremendous improvement in efficiency and effectiveness of our staff, which can be directly attributed to Zendesk.
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