Zendesk Suite
ZendeskExternal reviews
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Zendesk makes support so much easier
What do you like best about the product?
I love how easily Zendesk customizes based on your team's needs. From triggers to views to groups, you can easily create different workflows for different groups of agents.
What do you dislike about the product?
There's not much I dislike about Zendesk honestly. I don't like that they're getting rid of the cheerleader integration (my team loves that), but other than that, I like it all!
What problems is the product solving and how is that benefiting you?
We are supporting our users in the best way possible! The benefits are the ease with which we can handle emails and chat and support our users.
ZenDesk
What do you like best about the product?
Fast and easy setup, with lot's of customization
What do you dislike about the product?
I have nothing bad to say about it. Been using it for 4 years.
What problems is the product solving and how is that benefiting you?
A way for our agent's to submit trouble tickets.
Excellent CX tool!
What do you like best about the product?
ZenDesk allows for easy organization of customer service tickets. The platform is intuitive and user friendly.
What do you dislike about the product?
I wish the search function was a bit more comprehensive to allow for a more thorough search of archived tickets.
What problems is the product solving and how is that benefiting you?
We user ZenDesk support to organize all of our customer service inquiries. We have realized the benefit of having all our customer inquiries in the same place.
Best Support Ticket System
What do you like best about the product?
Zendesk has the best ticketing system for our users. Help desk and live chat are too useful
What do you dislike about the product?
admin is a bit complex, but if you explore much in the configuration system, you will learn the interface.
What problems is the product solving and how is that benefiting you?
Our users are creating tickets. Communicating via chat.
Recommendations to others considering the product:
if you are comparing with other platforms, Zendesk is the one.
Best Support Software, Hands Down
What do you like best about the product?
What isn't there to say about Zendesk? It's the best CRM I've ever encountered.
What do you dislike about the product?
It requires you to pay by user, which can be costly for large organizations like ours, but every help desk software does the same thing.
What problems is the product solving and how is that benefiting you?
Omnichannel support happens in one ecosystem.
Works
What do you like best about the product?
Love all the collaboration options! Also likebeing able to comment internally
What do you dislike about the product?
yet it's not always easy to determine whether another agent is acting upon a support request (can only tell when they are viewing a ticket).
What problems is the product solving and how is that benefiting you?
Streamlined operations, better organized
Zendesk is the best help desk software that we have used
What do you like best about the product?
What we liked most about using zendesk was its call center organization system, which is quite customizable at our convenience. We really liked your support ticket management system, and its integration with the rest of the platforms coming from the zendesk suite has seemed quite excellent. Now, zendesk also seems very good for call routing, since they focus a lot on making the call system as stable as possible.
What do you dislike about the product?
Something that has displeased us of zendesk is its price. This is really economical, but if you want to get the most out of the platform and obtain proper help desk management, you are practically forced to buy the rest of the suite, for nothing more and nothing less than $ 49 per month . We do not like that zendesk does not allow marketing automation campaigns.
What problems is the product solving and how is that benefiting you?
Zendesk has greatly benefited our small business with the management of the customer service system. Before we had enough difficulties to perform issue tracking and case management. In addition, its self-service portal is quite customizable, and that is quite acceptable. With zendesk our call management was also made much simpler.
Recommendations to others considering the product:
Zendesk has seemed very recommendable to us from the first moment of its use. We recommend it enough to track relationships, and to perform case management. We are very grateful for the appearance of zendesk, and we will continue to use it for a long time.
Useful program for ticket management
What do you like best about the product?
It’s a great piece of software to help support and track support tickets. You can gather data and see what parts need more improvement and see what is working best.
What do you dislike about the product?
The rating system where we cannot rate back the ticket submitter.
What problems is the product solving and how is that benefiting you?
Anything technology reared whether through technology, business or student systems.
Recommendations to others considering the product:
Enable feedback to ticket submitters.
Zendesk is okay, but definitely a learning curve
What do you like best about the product?
What I like best is how we can quickly check into the tickets to see the exact step of the process a customer is on. Whereas with our previous ticketing system, I would have to scroll through several comments until I reached the bottom of the page to see the most recent comment on what was going on...Zendesk has a more intuitive layout where the most recent relevant comment is on top.
What do you dislike about the product?
It is a bit of a learning curve. We have used our old ticketing system for years, and it was hard to get used to Zendesk. I wish some sort of training was provided. It was hard trying to teach yourself where everything was located and where to click for what. Also, certain comments we customer service folks left on a ticket did not go through to the queue because we were missing a key phrase that was supposed to be attached our tickets, regardless of whether a document was attached or not. We were not educated on that, leading to a delay in our first week's of tickets.
What problems is the product solving and how is that benefiting you?
Security is one of the top priorities at our company and we want to make sure anyone that comes to our site is legitimate. Customers are required to verify their identification and if they don't provide enough information while creating an account or if their account has some sort of red flag, they then have to appeal and provide more information to see if we can verify them. All their appeals then go through Zendesk where we can review them. This had led to a more streamlined process for verifying our clients. Also, now we can easily check on the status of their appeals. Previously, we would have to put the client on hold for a few minutes while we consulted with our QA team to see what the client's status was and/or what additional information was needed. Lastly, with Zendesk, it has also sped up the process of getting accounts verified, leading to more satisfied customers.
Recommendations to others considering the product:
I would recommend training your users on this system. There is definitely a lot to garner from this system, but training is key so that all users are aware of how to correctly and fully take advantage of the features Zendesk has to offer.
Favorite CRM for customer experience
What do you like best about the product?
-clean UI
-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
-
-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
-
What do you dislike about the product?
-undoing messages or editing tickets after closed if miscategorized
-faq is a great idea but not totally clean execution
-faq is a great idea but not totally clean execution
What problems is the product solving and how is that benefiting you?
Clean look CRM that is easy to use and integrations with other apps we use
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