Zendesk Suite
ZendeskExternal reviews
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Zendesk for tracking work and collaborating with various teams
What do you like best about the product?
* Track work in one clear thread
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
* Advanced search capabilities: I can easily search for a ticket using complex search parameters
* Collaborate with various teams in your company. Ticket can be logically passed across teams as each phase of work is completed. This is ideal for tracking work progress.
What do you dislike about the product?
*Integration with outlook could improve.
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
* More formatting options made available (e.g HTML mode in Outlook provides a richer set of tools for formatting emails)
What problems is the product solving and how is that benefiting you?
*Keep track of work and customer requests in an organized fashion.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
* Escalate / pass work to various teams as the project moves to a different phase of it's life cycle.
Intuitive, gets the job done
What do you like best about the product?
Zendesk is very intuitive, customizable to our specific needs, and makes answering support questions easy and effective. Zendesk makes me more productive and creates a fun experience. The Help Center makes adding, editing, and keeping help docs up to date so easy! Especially when products are always changing.
What do you dislike about the product?
No complaints really, I had a few issues with the old UI, but my concerns seem to be fixed with the new update. It is now cleaner and easier to view reports and tickets with comments.
What problems is the product solving and how is that benefiting you?
We use zendesk for customer and lead support questions and help documentation. Without zendesk we would have email support that is disorganized and time consuming and old help docs that are not helpful. The benefits of zendesk are plenty!
Easy UX, Customer focused
What do you like best about the product?
Our account manager is accommodating and helpful. Easy to use platform.
What do you dislike about the product?
They use a software called Good data for reporting it has some bugs to it.
What problems is the product solving and how is that benefiting you?
Customer interactions. Benefits are they offer mutable channels for customers to interact with out support team.
Zendesk - Is it really useful?
What do you like best about the product?
I like the fact that tickets are sorted chronologically as they come in, and that they can be assigned to various ticket agents.
What do you dislike about the product?
I don't like what happens when TWO ticketing agents are on the same ticket. It's difficult to discern who has ownership over a ticket at that point.
What problems is the product solving and how is that benefiting you?
Definitely has helped us sort and organize our high volume customer tickets.
Recommendations to others considering the product:
It's a usefool tool, but it's not perfect. However, if you can find a Zendesk whiz, there are lots of hidden benefits to realize.
Zen Desk
What do you like best about the product?
I like being able to track the status of a ticket. Marking as open, new, pending, on hold allows my team to properly track our support tickets.
What do you dislike about the product?
I'm never sure if I've properly assigned a ticket to someone. I don't know how to really see that properly. I'm also not sure if responses go through because of the email integration.
What problems is the product solving and how is that benefiting you?
We use it for our administrative team request service. If something is broken, you need technical help, etc- you can submit a ticket. It's great when people utilize it. I'm still getting used to the system and can find the back end a little confusing.
Very efficient.
What do you like best about the product?
Loved being able to communicate with clients and help them as much as possible. I loved being able to send relevant articles to clients. That truly made me feel like we were making their experience a more positive one.
What do you dislike about the product?
Nothing, really. I enjoyed most aspects, but maybe the app could be better.
What problems is the product solving and how is that benefiting you?
I was able to provide much better customer service to clients. I loved knowing that customers felt taken care of. It made interactions with clients/customers go much smoother.
Great search capabilities
What do you like best about the product?
search capability is very good, i can find all tickets I need with a simple search
What do you dislike about the product?
hard to view dates, logs and other filters
What problems is the product solving and how is that benefiting you?
client's issues
Zendesk is a simple, useful CRM tool
What do you like best about the product?
I like that I can submit tickets with certain statuses such as pending, open, etc. This allows me to keep them in the forefront of my mind. I am also glad for the old mails search function as I've been using it for a few years.
What do you dislike about the product?
I dislike how it pulls in customer tickets from existing threads of forwarded e-mail boxes. This has lead to some embarrassing situations in the past before we realized what was happening.
What problems is the product solving and how is that benefiting you?
I am able to have multiple e-mail intake forms from our site channeled through Zendesk. I find it quick and easy to mark the incoming customer tickets.
Recommendations to others considering the product:
I would recommend that those using Zendesk with multiple e-mail intake forms being channeled through it be aware that there is no warning if those e-mails stop forwarding.
Not very user-friendly
What do you like best about the product?
I liked the fact that you can have a central location to store all you support materials. Agents could see all open tickets in one area and be able to respond to clients in a timely manner.
What do you dislike about the product?
It was not very user-friendly. Any new agents that were introduced to it thought it was very hard to customize settings and in addition, the response time from the support team was not that great. I wish there was an implementation team that could walk you through the process.
What problems is the product solving and how is that benefiting you?
We were using the application to help support our clients, we do not use it anymore.
Okay, gets the job done
What do you like best about the product?
I like the way we can organize all emails from customers to one place. Tagging emails is also nice.
What do you dislike about the product?
It doesn't integrate wonderfully with other platforms we use; I also don't like the auto reply templates it sends to the customers.
What problems is the product solving and how is that benefiting you?
Customer emails in one location. It definitely solves that issue.
Recommendations to others considering the product:
Look through sites you like that have great customer support interfaces and see what product they are using.
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