Zendesk Suite
ZendeskExternal reviews
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Great Ticketing Tool !
What do you like best about the product?
Easy Ticket creation.
Easy reporting.
Easy to understand.
Easy reporting.
Easy to understand.
What do you dislike about the product?
UI/UX can be better. We should be able to save Internal note and reply.
What problems is the product solving and how is that benefiting you?
Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk is amazing!
What do you like best about the product?
I love that ZenDesk is instant with exchanging responses between customer support and the customer. This is super important for the customer to be able to get timely responses. The best part would have to be the ability to create macros which allow an even more prompt communication and experience for customer.
What do you dislike about the product?
I havent found anything i dislike. Everything is pretty self explanatory as far as the functionality. Zendesk even has a help section built within that you can quickly access for any assistance needed.
What problems is the product solving and how is that benefiting you?
Zendesk is extremely benefical in exchanging emails between the user and customer, it has proven to be an effective form of communcation. It has allowed call volume to go down significantly therefore we are able to focus more within zendesk to respond to customer more timely. The organization and templates of the macros are the benefit! Also, it is very quick for staff to send an email within one universal email address.
Zendesk has made it easy to communicate with customers
What do you like best about the product?
It's easy to manage support tickets with Zendesk. We like that very much, and that it provides analytics to correctly understand the customer experience. We like that it allows the company to chat in real time with the visitors of the website in a detailed way. Now, Zendesk offers the customer an excellent discount per agent per month, nothing more and nothing less than the $ 35 of its actual cost, leaving only $ 89 per month (for the entire suite).
What do you dislike about the product?
We do not like Zendesk that does not have document storage, or IT asset management. It does not allow automated routing of users, nor manage marketing campaigns by email. Its dialer prediction system is quite limited, as is its handling of message templates.
What problems is the product solving and how is that benefiting you?
His system of sales equipment automation has been very useful to keep a good control of what happens in the business. The knowledge bases that Zendesk offers have also helped us a lot with self-service. Its omnichannel support with email, telephone, chat, messaging and social networks provide complete communicative control to the user.
Recommendations to others considering the product:
Zendesk is highly recommended to handle technical support tickets. Without a doubt, this Help Desk tool is perfect for all kinds of scenarios. We recommend it a lot to perform feedback management, and to properly monitor the social media. Your call recording tool is pretty good for later playback.
Zendesk is the business assistant you need
What do you like best about the product?
Zendesk is a very good business communications support software. It offers channels such as calls, messaging and file exchange with optimal quality. In addition, it has integrations to telephone services so it can be used to provide telephone service. We really like it so easy to sort the list of tasks.
What do you dislike about the product?
The quality of its service demands an optimal internet connection, so it can present failures. The Zendesk service lacks the ability to video call and store documents so it is limited in relation to other applications. It should be noted that something we do not like about zendesk is that it does not allow any user of the team to use shared screens, nor does it allow geofocalization.
What problems is the product solving and how is that benefiting you?
Your calls have professional equalization so it maintains quality standards, especially for companies. It is also compatible with all types of devices so it provides assistance everywhere. It also integrates seamlessly with social networks, which makes us more updated by spending more time in these. Zendesk is a platform of Help desk of the most automatizable.
Recommendations to others considering the product:
Zendesk has seemed a great alternative from the beginning, and for that reason we want to recommend it to the entire Internet community. We really like the ease with which we can work with her, and that she has so many different utilities to maintain a good management of call centers.
Zendesk rocks!!
What do you like best about the product?
I like how easy it is to enter tickets. Also like the UI of the portal. Simply design.
What do you dislike about the product?
I think one think that I dislike is the this ticketing system does not have as many features as Servicenow .
What problems is the product solving and how is that benefiting you?
Opening tickets with our vendor that supports our IT systems. This makes it so easy to keep track of our tickets. I do not have to look thru my old emails to find out the status of a ticket.
Great support platform that doesn't have a large learning curve
What do you like best about the product?
Zendesk Support has been implemented recently in our organization to manage multiple channels of support and we love it so far. The interface/UI is extremely easy to use and you can see when another "agent" in the organization is viewing the same support ticket.
What do you dislike about the product?
I dislike that there isn't the option to chat with another agent on the ticket so you could quickly collaborate and solve the ticket - we usually end up on Slack chatting with one another.
What problems is the product solving and how is that benefiting you?
We have many people needing support from a few different groups in our org and we needed one central place for all requests to sit.
Recommendations to others considering the product:
Definitely have the product demo first and request more info - they were so helpful and supportive during the evaluation process
ZD is one of the best web based support solutions
What do you like best about the product?
I like that it can link other tickets simply by typing # XXXX, small feature but great if you use alot. I also think is pretty neat that you can easily merge tickets. Trigger and automations are awesome.
What do you dislike about the product?
Triggers and automation UI can use some work, perhaps a tooltip can be included to help explain some items, I will also like will like to see color code feature on the views,
What problems is the product solving and how is that benefiting you?
ticketing system, we help different plan level customers to it helps us diversify the type of service to different customers from automation for simple questions to urgent matters that require a white glove approach.
Great Value
What do you like best about the product?
It is a very easy tool to use that allows communication with our members.
What do you dislike about the product?
The ticket # system is a distraction and confuses our members
What problems is the product solving and how is that benefiting you?
Saved a lot of time keeping support issues organized. It has saved us a lot of money.
Recommendations to others considering the product:
Find a different way then ticket #'s
New User - Easy to use
What do you like best about the product?
I'm only a new user but so far its proving quite easy to navigate. Makes the whole ticket logging process from a support side a lot easier to manage
What do you dislike about the product?
Accessing the tool can sometimes be a bit difficult for me. That might be on me more than the product though.
What problems is the product solving and how is that benefiting you?
Managing tickets is a lot easier. If a customer has a query it's managed in a more organised fashion. Easier to delegate tasks and make sure they are done in a timely fashion
Recommendations to others considering the product:
Great product. Easy to use. I haven't dealt with the support myself but from speaking to others they have been extremely helpful. Looks like the product is going in the right direction.
Zendesk is Great!
What do you like best about the product?
I like the ability to track the categories of my tickets-- or to pass it off to someone easily who can better help that customer. It makes the process very seamless. I also love that I can view the entire email history by searching an email address. This would be impossible in say Gmail or Outlook if that customer was emailing multiple members of my team and we needed a complete history of their conversation. It holds both the customer and the business responsible.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
What do you dislike about the product?
I don't like how it's not seamless to create personal macros and share them with your co-workers. I also don't like that there's not more formatting options. It's really just the bare bones with font size, bullet points, etc. We use an additional server to send out our customized messages, which I think could be done through Zendesk if that was an option.
What problems is the product solving and how is that benefiting you?
Quick customer response times, one inbox for all inquiries (in case someone is OOO, there's no delay), accurate reporting on what our customers ask about the most so we can improve our Help Center.
Recommendations to others considering the product:
I think it makes the most sense if you've got a team of 10+ to utilize Zendesk's services. There aren't any holes from your customer's side in their customer service experience and it improves their response time.
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