Zendesk Suite
ZendeskExternal reviews
6,476 reviews
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One of the best support software
What do you like best about the product?
Easy of Use
Configuration Options
Integration with email for reminders
Configuration Options
Integration with email for reminders
What do you dislike about the product?
Cloud Support
Reporting need to be improved
Reporting need to be improved
What problems is the product solving and how is that benefiting you?
Customer Support
Service impact analysis
Service impact analysis
Pleasant experience
What do you like best about the product?
The modern an quirky design. Priority change and the chat.
What do you dislike about the product?
I am very happy with the product; have not used it intensely but I had a good experience in my shot internship.
What problems is the product solving and how is that benefiting you?
IT
Zendesk Review
What do you like best about the product?
What I really like about Zendesk is that whenever I submit a ticket, I get a really quick response time compared to previous helpdesk programs that I have used before.
What do you dislike about the product?
What I really don't like is how the system has multiple conversation-threads set up. When I am talking to multiple people, if I get transferred I have to explain my issue AGAIN which can get tiring.
What problems is the product solving and how is that benefiting you?
The business problems that I am solving with Zendesk is for me to have proper and quick access to resources and people that can help me with any sort of ticket I might need help with immediately. The benefits that I have realized for Zendesk is that I am able to do my work quickly, even if I run into an issue with anything.
Great way to recconsistent information
What do you like best about the product?
I like that every request is going to be asked the same questions so the information is consistent across all issues.
What do you dislike about the product?
It seems like there aren’t always enough or the correct categories to choose from when submitting requests.
What problems is the product solving and how is that benefiting you?
Internal system concerns, requested customer reports, possible process improvements.
My experience with Zedesk
What do you like best about the product?
Zendesk is easy to set up and configure, to customise and to configure on an ongoing basis as changes are needed. The macros and other functions enable easy and quick replies to customer queries and the tagging system allows for queries to be tagged for reporting metrics.
What do you dislike about the product?
For us we use this as a ticketing system for our customers with problems, if we need to send part or a replacement unit, we totally have to change to our other system and order from there, I wish it would have that capability to have that in there.
What problems is the product solving and how is that benefiting you?
As mentioned in the first paragraph - Once you know how all the feature works together and set your automation and trigger rules, this tool makes my life so much easier.
Recommendations to others considering the product:
I heard that Zendesk is easy to implement. The value of using Zendesk is great.
Click to Chat
What do you like best about the product?
Multitask possible, whisper chat available gives flexibility to co-ordinate and consult with colleagues to provide accurate response/help to customers. Helps to understand and fix the issues quickly.
What do you dislike about the product?
Few major features not available or available with additional cost like Video call, Co-browsing
What problems is the product solving and how is that benefiting you?
Operations and Sales team wanted solution which can cover all medium of interaction and support to customer also can track lead generation and performance of team members.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Benefited with resolution of above issues and got lot of additional features like Analytical reporting, translation, visitor monitoring etc.
Recommendations to others considering the product:
Analyse upfront on the features you really need. You may have to pay extra for some of the essential feature you really want.
Easy to use chat software
What do you like best about the product?
I like that we can set different departments with different staff to manage chats through for our different websites.
What do you dislike about the product?
I don't like that sometimes a wrong department will get alerted for a chat that should not.
What problems is the product solving and how is that benefiting you?
We are able to secure more leads from our sales websites from people who prefer chat over other communication methods.
Recommendations to others considering the product:
Look into their segmentation options with departments
Customer support tool!
What do you like best about the product?
I do like how easy the website is to use.
What do you dislike about the product?
I do not like the support from their team. They always answer by email and it's super hard to reach them by phone. Also, the app crashes quite often. The title of the ticket leads so when clients reply to an old ticket it links everything together and it can be confusing.
What problems is the product solving and how is that benefiting you?
Having a support platform for our whole team which is spread across Canada.
Recommendations to others considering the product:
It is fairly easy to use. I would say use macros as much as possible this will save you time and headaches.
zendesk
What do you like best about the product?
the ease as a ticketing tool to manage cases with department colleagues
What do you dislike about the product?
we just started with the tool so I can't give you any negative feedback
What problems is the product solving and how is that benefiting you?
We resolve our clients' issues as well as assign them a priority for the SLA.
It gets the Job Done
What do you like best about the product?
Zendesk is easy to use and has many helpful features.
What do you dislike about the product?
It sometimes slows down and freezes at busy times.
What problems is the product solving and how is that benefiting you?
We can talk to customer with ease using email and chat.
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