Zendesk Suite
ZendeskExternal reviews
6,544 reviews
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A little too clunky for my tastest
What do you like best about the product?
Accept tickets via email, social, chat. Automation, Macros. Real time monitoring and analytics.
What do you dislike about the product?
Integration into Facebook didn’t work so easily for me. Didn’t recognize my FB pages to link to. Also I received 4 different email messages just from typing a single chat message. Pretty annoying, though im sure these email alerts can be dialed down.
What problems is the product solving and how is that benefiting you?
Various IT needs in a campus environment.
Recommendations to others considering the product:
Need to purchase a lot of add-ons to get to the level needed for our needs. May end up becoming quite expensive in the end comparatively.
Recommended
What do you like best about the product?
Allows for multi-channel submitting of requests by email, web, etc. Makes it easier for those needing support.The install for the company liked the fact that the customer can select any number of ways to submit a request in order to be able to get the request to our team or their own team.
What do you dislike about the product?
I'd like to be able to do reporting and be able to assign tickets to specific agents in a group, or have it take someone's work and reassign it all in a random or sporadic fashion.
What problems is the product solving and how is that benefiting you?
Tracking of support requests, helps our team to remain organized. Dialing and other customer service roles.
Recommendations to others considering the product:
Ensure that you look at the other companies so that you can see how much zendesk provides over the others in the area. It's very important to know what they can and can't do because of this.
Easy to use
What do you like best about the product?
It has a simple easy-to-use interface that one you get fully trained on it can help you do anything
What do you dislike about the product?
It needs a lot of training to fully understand its potential.
What problems is the product solving and how is that benefiting you?
Call forwarding and handling
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.
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.
Not complicated lots of integrations
What do you like best about the product?
Not complicated, lots of integrations to hook into
What do you dislike about the product?
I don't think it friendly to multi-tenet situations
What problems is the product solving and how is that benefiting you?
An easy to use and administer incident management system
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