Zendesk Suite
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Zendesk
What do you like best about the product?
What I like is how well organized is the information inside the software, you can have archived emails and look for them in a rush, every contact information and interaction is saved and I can say well kept. It is easy to use once you have mastered it, The automated responses that you can save in Zendesk helps you save a lot of time, we can answer any request in real time and also integrates delightful with other apps. Functionality wise is amazing. Clean interface. The ability to merge several requests into one helps give support right away without the user having to be writing several times.
What do you dislike about the product?
The only Con I can think about is the outages that it experiences every once in a while, sometimes it goes down for a large period of time and can be a bit frustrating, also sometimes it got stuck maybe because of the flow of requests but this actually is not that frequent. To master Zendesk you will need to invest time to get to know every feature.
What problems is the product solving and how is that benefiting you?
Support and efficiency since we can answer right away because there is no problem when a request comes in. Efficiency because since it integrates with other sites we use to work helps us do our job in a smooth way.
Recommendations to others considering the product:
I highly recommend this software to optimize customer support, it gives you everything you wish in a support software, great integration with other softwares and sites, Real time requests, organized information and more.
Effective when it works
What do you like best about the product?
I love that I can use zendesk to answer tickets, leave notes for future agents, as well as make calls to clients as needed.
What do you dislike about the product?
Zendesk customer support isn't ideal. The application also malfunctions at seriously inconvenient times for lengthy periods.
What problems is the product solving and how is that benefiting you?
I use ZenDesk as a 1099 customer service agent answering email and social media inquiries.
Recommendations to others considering the product:
This system works great for small to medium scale customer service projects.
Zendesk user experience
What do you like best about the product?
You can track the status of your tickets submitted, how long ago they were created, and how recently they were addressed/if they were resolved
What do you dislike about the product?
You don't have a way of knowing how long until your issue will be looked at or resolved
What problems is the product solving and how is that benefiting you?
Resolving employee IT issues. We've gained improved completion rates and tracking of status/assignment of tickets.
Recommendations to others considering the product:
This is great for creating structure around employee IT issue help
Works great for customer ticketing software.
What do you like best about the product?
Has helped us maintain and organize customer requests. It has an easy interface to use.
What do you dislike about the product?
The software can slow down if there is a large amount of information to load in a case.
What problems is the product solving and how is that benefiting you?
Helping us to quickly address customers in a timely manner and stay organized. Our customers are happier becuase of this.
Recommendations to others considering the product:
If you want to become more organized and make your customers happy then it is great.
ZenDesk
What do you like best about the product?
The program makes it very easy to keep things in order/make sure nothing is missed and all customers are answered accordingly.
What do you dislike about the product?
Sometimes it is difficult to keep track of other open tickets if you are covering for someone.
What problems is the product solving and how is that benefiting you?
Zendesk Support very easy to keep things in order/make sure nothing is missed and all customers are answered accordingly.
Powerful helpful software
What do you like best about the product?
Being able to search for tickets by users so you can put all tickets by a particular contact into one ticket so you don't have to look up multiple tickets for the same customer , for the same issue they are inquiring about. Zendesk makes this so much simpler!
What do you dislike about the product?
Definitely the pricing is the biggest complaint, while I do have to say, Zendesk is worth the price if one can afford since the premium version does have some great, especially chat triggers so certain conditions can be specific if someone is stuck on a page for chat box to auto-launch. If you don't like the pricing of Zendesk, there is a free version but of course, it's limited.
What problems is the product solving and how is that benefiting you?
With real time communication with customers, Zendesk definitely helps support with making it much easier to reach out to customers.
Recommendations to others considering the product:
Zendesk premium pricing seems more suitable for larger companies, so if being a small business, I would recommend in trying out the free version first , as Zendesk does offer several different plans at which all are great, you just won't be able to to get all the benefits with the free version but in any case, Zendesk is well worth the price since it is a very efficient, excellent tool.
Zendesk offers great help desk support tools
What do you like best about the product?
Installation was a breeze and overall maintenance is minimal
What do you dislike about the product?
Documentation was lacking in some areas but overall good
What problems is the product solving and how is that benefiting you?
Helped us tools are a major bonus for any company
Recommendations to others considering the product:
Try it it's worth it trust me
Zendesk consolidates support chat
What do you like best about the product?
Easy real-time chat with support teams, ability to report escalations and reporting issues with the appropriate team.
What do you dislike about the product?
layout is not ideal and it can get confusing if the teams dont label correctly.
What problems is the product solving and how is that benefiting you?
Reporting issues, IT escalations and direct communication that negates email chains.
Recommendations to others considering the product:
Have support teams utilize it for much faster resolutions for individual issues that dont need to be reported to an entire email distro list.
Zendesk walks tall!
What do you like best about the product?
The detail paid to our, the customers, input
What do you dislike about the product?
Its a tad costly, but well worth it. Get it!
What problems is the product solving and how is that benefiting you?
Our in house help desk personnel have improved their skills 100% and are building on them.
Recommendations to others considering the product:
Great program, works intuitively with you, consistently bringing out the best .
Clean and user friendly!
What do you like best about the product?
Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.
What do you dislike about the product?
really do love this product. The only thing to mention that could use improvement is the (seemingly) constant outages. There were some days where we would have to wait hours to get back in to the tool. I will say, though, customer support was always on top of it and super responsive.
What problems is the product solving and how is that benefiting you?
Tremendous scaling benefits. Adding more users is not just easy, but we have recourse to ensure that our teams can grow at their own paces without worrying if the software can keep up. Zendesk can absolutely keep it; it does not even flinch
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