Zendesk Suite
ZendeskExternal reviews
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Zendex is a userfriendly simple to use customer support software platform
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?
I found that it occasionally appeared to 'time out' - not often but often enough to make it worth mentioning here. It would be handy to have a warning pop up when people attempted to reply to a no-reply address too. This is not so much the software fault but unfortunately, not all staff were smart enough to prevent this mistake themselves.
The search could do with some finetuning, otherwise no real complaints thanks.
The search could do with some finetuning, otherwise no real complaints thanks.
What problems is the product solving and how is that benefiting you?
Enhanced customer support, faster turn around for Customer Service and increased one-touch ticket solving. It's been handy for benchmarking us against other companies in terms of our turn around times and to encourage a bit of competition between team members to cut their turn around time down while still producing quality emails.
Recommendations to others considering the product:
A great product but I would recommend starting with a list of what you need from software, then what you would like then a nice to have list. See how many ticks this software gets. Compare it to at least two pieces of other software of the same nature before making your final decision. This is what I recommend for any piece of software. Also, check out their own forms of customer support, and social media sites to see what other customers have had to say about the software.
ZenDesk support is initiative yet robust
What do you like best about the product?
My favorite aspects of ZenDesk support are the intuitive interface and email support. From the support desk side it makes our job a lot easier by being simple to use. It makes the client side easier by the ability to email responses in instead of logging in to an entire application.
What do you dislike about the product?
I’ve used ZenDesk for 4 years now and I honestly can’t think of anything about it dislike.
What problems is the product solving and how is that benefiting you?
Internal communication across support team and external communication with clients to solve issues.
Excellent Support Tool
What do you like best about the product?
Easy to use
Integration with multiple tools
Excellent scaling benefits
Easy tracking of issues
Integration with multiple tools
Excellent scaling benefits
Easy tracking of issues
What do you dislike about the product?
Unable to link users to multiple organizations
Enhanced features are very expensive
Enhanced features are very expensive
What problems is the product solving and how is that benefiting you?
We use zendesk for providing support to our customers. We have been using it for 4 years now and it meets our customer service needs.
Very useful CRM
What do you like best about the product?
Zendesk has completely simplified the way we deal with customers in one platform. All of our customer service, support, and chat are not organized and the reporting system is helpful in figuring out how well we're doing.
What do you dislike about the product?
The platform is easy to use, but I wish it was customizable so I could reorganize the platform in a different way.
What problems is the product solving and how is that benefiting you?
We needed one platform to manage all customer relations, and it's a great platform to keep track of all customers. The platform is easy to integrate with other applications, and we can share all updates with the team within the platform.
Recommendations to others considering the product:
Zendesk is easier to setup and use than other CRM systems, however it is not as customizable as others.
Zendesk for Ticket tracking
What do you like best about the product?
I love that it makes ticket tracking is easy.
What do you dislike about the product?
The reporting feature needs some work, from time to time it is incorrect.
What problems is the product solving and how is that benefiting you?
This helps with making sure tickets transition smoothly between members and our support team.
Recommendations to others considering the product:
Better responsiveness to support emails.
zendesk support
What do you like best about the product?
It is easy to navigate and easy to use.
What do you dislike about the product?
It seems a little outdated and I wish it was a little more visually appealing.
What problems is the product solving and how is that benefiting you?
We are solving computer issues, program issues, etc.
Easy to use and really helps to control your tickets
What do you like best about the product?
I liked that I can answer by email and the system gets updated
What do you dislike about the product?
It was a little tricky to understand the user groups
What problems is the product solving and how is that benefiting you?
Receiving support tickets directly from the client. We now can followup the issues.
Good in website chat tool
What do you like best about the product?
Zendesk is great because of a few factors. 1- the basic version is free. So you can have a chat on your website without paying ridiculous amounts. 2- once you do pay you get a good amount of options and can have multiple users
What do you dislike about the product?
No mobile, the upgrade tiers are a little misleading. support is relatively lacking in their knowledge of the product.
What problems is the product solving and how is that benefiting you?
Converting leads from website to sales.
Simple and straight forward
What do you like best about the product?
Everything is layed out perfectly in the dashboard. The tickets can be seen clearly and there is room to view each ticket in full which is really nice.
What do you dislike about the product?
Sometimes if you have a tab open for too long, the ticket is showed that it is still being actively viewed when in reality its "idle". I wish there was an icon to indicate an idle ticket.
What problems is the product solving and how is that benefiting you?
Customer support tickets are being solved quicker and more seamless. The templetes that you create are a great way to send off generic emails from frequently asked questions
Recommendations to others considering the product:
Use it! I dont know of another platform that does the same job zendesk does. Everyone in my company loves it.
Got everything you need, but harder learning curve.
What do you like best about the product?
I love all the integrations. They've been around for the longest and all the big dawgs have integrations with them (and frequently vice versa).
What do you dislike about the product?
From the very start you don't know what you're doing. They have some helps and you can get there, but things are not in intuitive places and I doubt they're going to change. When you have a massive amount of users you can't change the UI that much no matter how it affects the UX without losing some out of frustration of having to relearn how to do things. Also it's a pain that you have to login to use the wiki
What problems is the product solving and how is that benefiting you?
We use the support email service and the wiki a little. Mostly we use the slack integration and mobile app too...
Recommendations to others considering the product:
Id see if others like groovehq or others would be enough. Zendesk is really for big corps that need all the bells and whistles and are willing to put a man on it to learn them all. If you represent the big company, you'll feel at home here.
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