Zendesk Suite
ZendeskExternal reviews
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It's an DECENT Chat Support Tool
What do you like best about the product?
Like the fact that -
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
- The mobile app is sweet; responsive, fast, and does the job of answering Qs of visitors
- The data sync with CRM tools (HubSpot for us)
- The History helps to identify served chats
What do you dislike about the product?
- UI could get better
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
- Report generation in analytics doesn't cut it for our team
- Automatic sync up of chat transcripts to CRM would be AWESOME. Right now, we copy/paste it like we're in the 90s.
- PLEASE ADD GIFs
What problems is the product solving and how is that benefiting you?
- Supporting users and answering questions of online visitors.
Recommendations to others considering the product:
We're also using Intrecom and not happy with it's reporting. I've personally used Drift which is headed in the right direction but don't have the authority to implement it in the org.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Guess ZenDesk could learn a bit from Drift on their UI and integrations side to make Zendesk's UI more modern.
Zendesk, really useful as a common inbox, maybe not so much for big helpdesks
What do you like best about the product?
The ease of set-up and the support in the ecosystem is pretty big
What do you dislike about the product?
Zendesk feels and acts like it's back in the stone age, where I see a lot of new systems popping up that are more into the 'conversation' with the customer, Zendesk is still sending out automated reminders, confront users with 'tickets' and makes it feel like we're a big company. But we're not.
What problems is the product solving and how is that benefiting you?
Customer support, best thing is that we now have a system in place that is a 'unified inbox', a place where we can share responsibility for our customers.
Recommendations to others considering the product:
if you're willing to invest in a support ecosystem, including a helpcenter, I think Zendesk is a good choice. If you consider moving towards 'conversations' with customers and being more social (instead of less, which Zendesk seems to prefer) then look further.
Decent ticketing system
What do you like best about the product?
View several tickets all from one browser tab. Tagging allows you to easily search and filter for tickets. Chat and Phone system built in.
What do you dislike about the product?
Zendesk can be slow and has several outages over the past 2 years.
What problems is the product solving and how is that benefiting you?
Providing customer support, keeping track of customer requests and feature requests
Recommendations to others considering the product:
Zendesk supports various integrations, including a slack integration. There can be unexpected outages.
Basic Support Platform
What do you like best about the product?
Ticketing History and tagging allows me to easily to see past responses and conversations with customers, which is helpful. I also like the integration with our Help center/Help Docs. If I am unsure on a topic, a quick search of keywords allows me to pick up on past tickets quickly and reuse responses.
What do you dislike about the product?
Integration with Jira is slow. The system itself is sometimes slow and seems to have bugs related to submitting tickets.
What problems is the product solving and how is that benefiting you?
Allows us to interact with customers and provide customer support through a ticketing system.
Supporting satisfactions
What do you like best about the product?
easy categories when sending support tickets to end users
What do you dislike about the product?
selecting whether the item has been solved or pending
What problems is the product solving and how is that benefiting you?
centralized reporting for end users to get questions answered
Zendesk Ticketing
What do you like best about the product?
Easy to use and integrate with the platforms we use.
What do you dislike about the product?
Customized ticket queues are not easy to create.
What problems is the product solving and how is that benefiting you?
Customer support communication. We realize that our customers prefer emailing support challenges over talking on the phone.
Zendesk Chat Review
What do you like best about the product?
The interface is pretty intuitive and the analytics are easy to understand.
What do you dislike about the product?
Setting rules can be a bit complicated in terms of who can view tickets by departments.
What problems is the product solving and how is that benefiting you?
Providing online chat support as a supplement to phone support. The benefit is I can walk them through the onboarding process directly on the website.
got the job done for most cases.
What do you like best about the product?
Simplicity and easy integration with slack to get notification of new issue or update. Also, Zendesk offers the client to submit the tickets via email.
What do you dislike about the product?
It seems like some of the analytics were incorrect and when we tried to question, we didn't get the answers. For example, the time to resolve metrics seemed to be very high and it didn't reflect our SLA that we had with the customers. But when we wanted to dig into the problem, I couldn't pinpoint the real cause to improve this.
What problems is the product solving and how is that benefiting you?
Communicate with customer reliably via email
Recommendations to others considering the product:
For a start-up or a small company, Zendesk provides a simple, cost-effective for customer support solution. With a few simple clicks, you can get the system up and run. It has simple interfaces and a few integrations such as Slack so I can get a notification right the way. Zendesk also has an app so I was able to perform simple tasks using my phone without log in using the computer.
Lots of bells & whistles
What do you like best about the product?
Zendesk offers a lot of features, it's nice to be able to pick and choose aspects of the platform to use!
What do you dislike about the product?
Not as user friendly/intuitive as some other platforms.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to host our help desk. Its help desk feature is much easier to use and more robust than others.
Very easy and helps a lot
What do you like best about the product?
It has Admin Ease of use which is great, agent ease of use, end user experience is awsome.
The knowledge pool is great
The huge amount of granularity makes it a great too
The knowledge pool is great
The huge amount of granularity makes it a great too
What do you dislike about the product?
Do not have the best flow
The cost is too much for most organizations to absorb for the functions available. Some functions should be included in the base product but aren't.
The cost is too much for most organizations to absorb for the functions available. Some functions should be included in the base product but aren't.
What problems is the product solving and how is that benefiting you?
I work with my team to keep track of IT / tech questions.
It keeps everything in one place, clear labeling of tasks.
It keeps everything in one place, clear labeling of tasks.
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