Zendesk Suite
ZendeskExternal reviews
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A great ticketing system for Customer Service
What do you like best about the product?
Zendesk is a great ticketing system for customer service inquiries. It allows for tickets to be reassigned from one person to another very efficiently and quickly. I also enjoy that you can distinguish between public and internal replies so that you can forward the ticket to a colleague with attached information to make answering the ticket easier.
What do you dislike about the product?
If the admin does not set the proper permissions then the capability of reassigning tickets does not work properly. If you make sure everything is set up properly from the beginning then you will be good to go.
What problems is the product solving and how is that benefiting you?
Membership/customer service questions.
Zendesk review for helpdesk
What do you like best about the product?
This allowed our helpdesk personnel an organized way to sort their requests and track their progress.
What do you dislike about the product?
There is some lack of visibility into the system to track requests.
What problems is the product solving and how is that benefiting you?
Helpdesk operators had little organization and ability to prioritize requests prior to implementation of this product.
Zendesk Review
What do you like best about the product?
What I like best about Zendesk is ease of use.
What do you dislike about the product?
What I dislike about Zendesk is automation.
What problems is the product solving and how is that benefiting you?
Mobile use benefits - able to get tickets in quicker.
Zendesk Support is Good
What do you like best about the product?
It gives you options to create automations and triggers that can respond to customer requests.
What do you dislike about the product?
You need a bit of programming background to be able to set up some of the answerbots that you will be designing
What problems is the product solving and how is that benefiting you?
Support tickets from our customers come via Zendesk from all channels eg email,facebook,twitter etc
Recommendations to others considering the product:
Zendesk is ideal when you deal with large volumes of customer requests and can measure performance for Agents. Can be designed to have automations,triggers, Answerbot that work 24/7 responding to customers.
Zendesk Chat - Great Live Chat Tool
What do you like best about the product?
Live chat agents can handle multiple chats at once. Less wait time for customers.
What do you dislike about the product?
Agents can get overwhelmed at times with all the different ways to engage with customers.
What problems is the product solving and how is that benefiting you?
Faster response time to customers, increased sales due to superior customer service.
Recommendations to others considering the product:
Do a free trial to see if this software is right for your business.
Makes CRM a zen experience
What do you like best about the product?
Easy to use, clear layout, and accurate.
What do you dislike about the product?
There is nothing I disliked about it. Its a great product.
What problems is the product solving and how is that benefiting you?
Easy to see all your support messages in one inbox
Recommendations to others considering the product:
Try it! You'll be happy!
Zendesk. A Good Customer Support Platform
What do you like best about the product?
Zendesk is easy to navigate, easy to edit and add macros, and can be as simple or as complicated as you want it to be. I love the edibility of the overall platform to meet needs and changes as they come. After trying a few other platforms, it still out-performs the others, in my experience.
What do you dislike about the product?
I do wish the data was a bit more manageable or editable. It's not bad, it's just not the best it could be or malleable to our needs.
What problems is the product solving and how is that benefiting you?
We use Zendesk on a day-to-day basis for a majority of our customer interactions. From first-time contact to continued conversations, it's easy to trace. It's even nice to share and have teamwork and support with each interaction.
Recommendations to others considering the product:
Feel free to give others a try, but at the end of the day, Zendesk just seems to be the best base for support.
Just what we need!
What do you like best about the product?
I love seamless functionality of the phone apps and the browser login - the interfaces are intuitive and easy to use on the go! The graphs and analytics are also great - helps us keep a pulse on how we're doing as a team. The pricing is very reasonable and can grow with the company.
What do you dislike about the product?
The tickets allow for adding internal notes--which is great--but it is a really bad day (yeah, it has happened) when you mean to mark the note as internal but forget and send the information meant for a co-worker to the customer. I don't like how easy it is to make this mistake, especially when juggling multiple tickets.
What problems is the product solving and how is that benefiting you?
We help customer with all general questions and emergency requests. It is greatly helpful that Zendesk Support integrates with the CRM we use, as well as the Jira integration, so our support team can see customer and development ticket information along side the request.
Recommendations to others considering the product:
Great suite of features at a great price!
Efficient management of support tickets
What do you like best about the product?
Not confusing method of keeping cases organized. Play mode to support others in the department and go through all open tickets is great.
What do you dislike about the product?
A lot of bells and whistles. I see how some people an companies would use them, I myself don't use them and find them unnecessary.
The ability to find my solved tickets and go back to get them if necessary.
The ability to find my solved tickets and go back to get them if necessary.
What problems is the product solving and how is that benefiting you?
Constantly taking care of customer support issues as well as collecting feedback from those users. Great way to know who I am needing to respond too first.
Recommendations to others considering the product:
Great to use for high traffic volume of customer support inquiries.
A Complete Helpdesk Solution
What do you like best about the product?
ZenDesk offers a tremendous list of features all of them prepared to offer the best solution to manage and improve your support area. The effort they put on it is almost palpable.
What do you dislike about the product?
At the same time ZenDesk has a lot of great features, it's almost impossible to perfect knowing how to use them all, so you need to make an effort reading and really evaluate which ones your company needs. However ZenDesk supports is always there to help to decide.
What problems is the product solving and how is that benefiting you?
Old helpdesk solutions were based on receive and send emails through an specific tool, that was all. ZenDesk offers a comprehensive environment where the client feels can find everything they want. Follow cases and offering information related to similar issues are easy to create.
Recommendations to others considering the product:
As an administrator get the corresponding and full training before make some changes. As a user, enjoy how easy is to use this tool and bring proper solutions to your clients.
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