Zendesk Suite
ZendeskExternal reviews
6,497 reviews
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Gets the job done
What do you like best about the product?
I like the ease of learning how to use and being able to easily communicate with customers. The ability to track past tickets and document those is also spectacular.
What do you dislike about the product?
Things could be explained better, in The learning guide. It would also be nice to have the ability to edit tickets that are older and closed out. Specifically adding tags and whatnot to old tickets in order to track certain issues.
What problems is the product solving and how is that benefiting you?
Email customer service support requests. The benefits are the ability to easily respond to the customer and see the correspondence between you and the customer.
Recommendations to others considering the product:
Easy to use
Great experience
What do you like best about the product?
Easy customization and flexibility when building out your system
What do you dislike about the product?
You really need to read the manual to understand the best structure
What problems is the product solving and how is that benefiting you?
We centralized our support channels for greater visibility. We also realized how blind we were with metrics
Best for email
What do you like best about the product?
The email function versus internal notes
What do you dislike about the product?
Macros take a while to update but once they do it works great.
What problems is the product solving and how is that benefiting you?
Email consumers with product details or questions they may have
User friendly
What do you like best about the product?
Love the integration with outlook and the ability to use internal comments. Looove the app
What do you dislike about the product?
More versatility with macros and the ability to customize more
What problems is the product solving and how is that benefiting you?
N/a
Simple
What do you like best about the product?
Everything was easy to use and teach and learn. Once you had everything in, it was simple.
What do you dislike about the product?
There were many outages in the beginning.
What problems is the product solving and how is that benefiting you?
We were able to track trends as well as issues. There was more data than we knew what to do with.
Zendesk
What do you like best about the product?
Super useful to organize tickets. Many uses include creating articles for clients.!
What do you dislike about the product?
You can’t go back to a close ticket to categorize it. Also, it has its own limits about what you can do.
What problems is the product solving and how is that benefiting you?
We use zendesk for multiple different tasks. It is helpful to keep track of help desk tickets.
Helpful, wish there was more!
What do you like best about the product?
This program is great for lead management
What do you dislike about the product?
The formatting should have a rich text editor
What problems is the product solving and how is that benefiting you?
We are bringing in new people at a rapid rate, and can easily manage leads and emails between staff members to avoid missing anything or being redundant
Has great potential
What do you like best about the product?
I like how you are able to categorize the customer communication based off of why they're contacting you.
What do you dislike about the product?
Sometimes when you email customers from it the customers never received the email and then get upset that we're not responding.
What problems is the product solving and how is that benefiting you?
It was the best way to organize customer communication
Excellent streamlined customer service platform
What do you like best about the product?
I love how things can be tagged by category (financial request, operations support request, procurement, HR/compliance issue, facility issue
What do you dislike about the product?
Really nothing I dislike - I think its a little annoying to get a post survey for each request you submitted/gets resolved, but then its really important on the back end to track response time.
What problems is the product solving and how is that benefiting you?
It's really difficult for our Ops team to wear 1,000 steps simultaneously, and have issues being reported to them through so many means - with Zendesk, they can remind whomever comes to them to "Zendesk it", which relieves them of having to remember it in the moment - by having it all in one place, it makes things a lot more streamlined/data-driven.
Recommendations to others considering the product:
Keep up the great work!
Easy software
What do you like best about the product?
I like that you can just jump in and start using the software right away
What do you dislike about the product?
The install time is way too long. Wish it had a shorter instal time
What problems is the product solving and how is that benefiting you?
Social media support
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