Zendesk Suite
ZendeskExternal reviews
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Zenful Zendesk Support
What do you like best about the product?
Zendesk allows me to easily manage multiple customer tickets. It gives you the option to also display by dates so you can help customers in chronological order.
What do you dislike about the product?
I wish there was feature that can label all the easy tickets by color. Sometimes doing the east stuff first can free up time for difficult request. However, it takes a lot of time to go through each ticket and to find the tickets that are easy to handle with out effort. If they can accomplish this it would be way better!
What problems is the product solving and how is that benefiting you?
Zendesk basically creates a CRM so that any employee can pick up from where the last employee left off at. It also allows you to easily track returns and make returns. Honestly, it is a very useful took for everyone here in the call center. I stand by it all the way.
Recommendations to others considering the product:
make chat available
Easy Customer MGMT Software
What do you like best about the product?
Ease of use, it is very easy to create and manage tickets
What do you dislike about the product?
Some functionality could be improved, for example reporting and integrations
What problems is the product solving and how is that benefiting you?
customer support ticket management. It has helped us lose less tickets and work more efficiently
Recommendations to others considering the product:
Go for it! IT will help streamline processes and help drive improvement. It is such a great product that I think it could be widely used in the industries
Solid UX, Reduces Customer Service Bloat and the AI is Handy
What do you like best about the product?
Zendesk Guide helps to decrease the amount of time we need to have customer service agents on our chat system and also gets users to answer more quickly than if they just went straight to a chat agent. The answer bot has been helpful at uncovering common problems with our services.
What do you dislike about the product?
Sometimes we don't have enough answers setup for customers to find what they want which causes frustration. We're still building out more answers.
What problems is the product solving and how is that benefiting you?
Easing the load on our small customer service team.
Seamless solution for all customer support needs
What do you like best about the product?
Easy to setup, great customer service from Zendesk itself, variety of tools that help pinpoint specific issues, and much more that make this a one-stop solution for customer support
What do you dislike about the product?
Many moving parts but having a dedicated account manager can help
What problems is the product solving and how is that benefiting you?
Excellent customer support, efficiency in solving tickets, smooth navigation
Recommendations to others considering the product:
Look at all your customer support needs - do you want real-time help, how many customers do you have and what is the existing solution, how deep is the knowledge base, etc.
Worked well for what we needed
What do you like best about the product?
Zendesk Guide has the ability to use multiple Help Centers, distinguishable by brand, product, etc. We are able to leverage this well with our multi-brank, multi-product software.
What do you dislike about the product?
Reporting - Zendesk reporting, in general, has been a barrier for us. We're able to surface some of the metrics we need, but others require exporting data and having our BI + Data Science teams do work.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
What problems is the product solving and how is that benefiting you?
Multiple Help Centers, branded differently based on product and customer. We provide services based on multiple products and support both B2B and B2C. Being able to separate the business needs and support the different customers based on product has been a must.
A True Customer Support Software To Improve Response Time
What do you like best about the product?
It is easy to user, very friendly, It can easily be customized as per your needs.
What do you dislike about the product?
I was in love of this, I couldn't find anything which I can say I dislike in it.
What problems is the product solving and how is that benefiting you?
Providing customer support, the benefits that I realized that I have increased the response time.
Amazing!!!
What do you like best about the product?
The customer service! If I ever needed assistance, I was actually excited to reach out to them to have my problem solved. They always made sure they helped walk me through everything before the conversation was finished. Everything seems to be up to date, never buggy and they always listen to their customers. If we make suggestions, they listen and don't ignore what their customers are asking for! The price you pay definitely reflects in the software!
What do you dislike about the product?
You have to pay more for the better features. While it doesn't burn a hole in my pocket personally, it would be nice to see that for one solid price across the board, everyone pays the same price for the same things. As far as the Roles and Permissions, creating roles or permissions for other users is limited. Being able to have more control over who sees and accesses what would be great! Sometimes, when a chat ticket is put in, it takes a while to process. Sometimes, it will crash kicking the user out, having to start the conversation again with another agent. If it doesnt crash, it will take a while for it to come through to our end.
What problems is the product solving and how is that benefiting you?
Locating purchase orders, and helping to walk through orders online, and processing payment
Recommendations to others considering the product:
Pay the price for the better features, if not you're going to wish you had, as it makes it a lot easier and better to use
Speedy But Clunky
What do you like best about the product?
I like that Zendesk is speedy. Coming from different ticketing systems, Zendesk is a downright thoroughbred. The layout is fairly intuitive and clean and isn't a text-box-cluttered nightmare. It runs well in just about any browser and the mobile site isn't bad either.
What do you dislike about the product?
Using Zendesk is somewhat clunky, at least in our instance. It's very picky about the ticket detail fields that you fill out and can refuse to even save an existing ticket if the country (for international instances) isn't populated. The rest of the mandatory fields can wait until you close it, but Country will cause ZD to error out with no explanation.
What problems is the product solving and how is that benefiting you?
For now, we're just using it as a ticketing system for our two help desk branches. It does the job for that. Rolling out self-servicing articles is pending.
Recommendations to others considering the product:
If the pricing is good, go for it. It's far less annoying than other systems I've used.
We use for Internal Service Desk support and it is good.
What do you like best about the product?
The minimalistic User Interface design for creation of service tickets is good. UI is not cumbersome when more fields are shown for ticket creation.
What do you dislike about the product?
When there are many branches and sub-categories it is difficult to traverse and select the required option.
What problems is the product solving and how is that benefiting you?
Internal Service Desk tool for day to day IT needs and access control requests.
A go to live chat software for all the companies
What do you like best about the product?
Easy to switch option between the desktop and laptop and mobile helps in easy navigation and fetching the details from distinct devices in a single go.
What do you dislike about the product?
It's quite expensive and thus for new users seems bit dizzy.
What problems is the product solving and how is that benefiting you?
Being compatible with all the devices it makes it easier for me to communicate and attend the clients even while traveling. It helps me in enhanced chances of troubleshooting.
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