Zendesk Suite
ZendeskExternal reviews
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Perfect for a small business
What do you like best about the product?
I love that the support platform isn't too cluttered or busy - it's small, simple design is perfect for our staff of just 11.
What do you dislike about the product?
We don't have a formalized tech team so we have to outsource - would be great if it was more affordable for small businesses.
What problems is the product solving and how is that benefiting you?
We can easily reach out to our outsourced tech group and they can dial in quickly
Easy live interaction with customers
What do you like best about the product?
I love the ability this brings you to interact with your customers live, and solve their needs fast, customers today dont want to pick up the phone they prefer to interact via chat or email.
What do you dislike about the product?
This still does not incorporate artificial intelligence to avoid having to have a person respond to messages, sometimes customers write and there is no agent available.
What problems is the product solving and how is that benefiting you?
This service allows us to respond fast to quotation request from customers, answer their questions live and give any info they need fast. helps us not lose any posible customers.
Recommendations to others considering the product:
Try the pay version has more features and the customization of the chat box makes it look great and more professional.
Wonderful Support
What do you like best about the product?
Zendesk is easy to use. Wonderful customer service
What do you dislike about the product?
Sometimes we encounter issues with tickets
What problems is the product solving and how is that benefiting you?
IT related issues. Setting up new email accounts, troubleshooting
Recommendations to others considering the product:
Go for it!
Clean platform with straight forward features
What do you like best about the product?
The chat desk is clean and easy to use. I like that you can see previous conversations with a visitor and what FAQs they visit while in the chat.
What do you dislike about the product?
With multiply agents online at once, I wish you could see the how many chats other agents were in at any given time.
What problems is the product solving and how is that benefiting you?
Have live chat available cuts down on phone calls and emails coming in during business hours.
Recommendations to others considering the product:
Take advantage of all of its features.
Zenefits Support
What do you like best about the product?
It's extremely intuitive to use and manage.
What do you dislike about the product?
I don't love the reporting piece of the product.
What problems is the product solving and how is that benefiting you?
It helps our Support Team get to tickets efficiently.
Recommendations to others considering the product:
Improve the reporting. While it's extremely easy to use, reporting on metrics from Support tickets is lacking.
automated our support needs
What do you like best about the product?
one stop shop for all support needs and reporting. It is quite flexible to meet our requirements and metrix
What do you dislike about the product?
Nothing so far. It has met our requirements so far
What problems is the product solving and how is that benefiting you?
We use zendesk as our main helpdesk tool as well as repository to all items flow through our support team
Internal Helpdesk for AP/Accounts Payable
What do you like best about the product?
We use Zendesk to manage all inquiries made of our small accounting team. Works great!
What do you dislike about the product?
I wish Zendesk would support Xero integration so we could fully automate more things
What problems is the product solving and how is that benefiting you?
We used to use email to manage our AP but Zendesk gives us visibility on volume and also ensures we dont miss incoming questions that may get buried
Couldn’t wait until we got something new
What do you like best about the product?
Nothing, the program ran very slowly.
What do you dislike about the product?
The program ran slow, and it was hard to teach new employees how to use.
What problems is the product solving and how is that benefiting you?
We are no longer using the program. We realized that we needed a more updated program that could help us keep better metrics for our employees. And a better way to communicate with our customers.
OK, great for what's out there, should be more analytical
What do you like best about the product?
It's very simple to set up, and easy to maintain
What do you dislike about the product?
IT has a lot of limits. It's something that makes setting up a program easy, but it doesn't offer a ton of insights about how to improve your support
What problems is the product solving and how is that benefiting you?
ticketing
Great Product
What do you like best about the product?
Ease of use. Advanced capabilities. Integration to other software.
What do you dislike about the product?
Requiring an email to open ticket. Not able to send mass notifications.
What problems is the product solving and how is that benefiting you?
Our general support. Customers and techs love it.
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