Zendesk Suite
ZendeskExternal reviews
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Zendesk chat call center
What do you like best about the product?
Easy to use, intergrated with company web, management and report.
What do you dislike about the product?
all of function are helpfull and satisfy my requirement. So there is no any comment dislike.
What problems is the product solving and how is that benefiting you?
Contact with customer, open case. This is very easy to followup customer satisfaction.
Customer Service System
What do you like best about the product?
I like that you can listen to live calls while an agent is on the phone with a customer
What do you dislike about the product?
I do not like some of the reporting features, they are not always accurate
What problems is the product solving and how is that benefiting you?
We are able to answer more of our incoming calls from customer with this system than we previously could with a different system
Recommendations to others considering the product:
I like the look and the layout of zendesk its ease of use and the admin features
It does the job
What do you like best about the product?
Zendesk seems to easily enable us to track our work and also has decent search functionality so that we can find similar issues to some of those we might be facing quickly. In that respect, though, it's only as good as its users.
What do you dislike about the product?
I seem to sometimes have technical difficulties, and I'm still hesitant to completely communicate things within a ticket as I'm often concerned my updates aren't always going to the appropriate people.
What problems is the product solving and how is that benefiting you?
Zendesk does help our team to pull reports that are important to our clients and important to measure our internal success and efficiency; however, I do think we could probably use it even better, and there are probably even more elements to it that perhaps we aren't aware of or don't use to the fullest extent.
Zendesk
What do you like best about the product?
The ability to share tickets with other members of the team
What do you dislike about the product?
The inability to see the ticketnif you are not a registered user
What problems is the product solving and how is that benefiting you?
Organization of Customer Support
ZenDesk review
What do you like best about the product?
It's an easy place to view, edit, and manage client questions and concerns in one place.
What do you dislike about the product?
There are certain fields missing, such as the ability to order by priority.
What problems is the product solving and how is that benefiting you?
Client concerns and questions are the biggest business issues being solved. We benefit from the feedback to enhance our services
Solid ticketing system
What do you like best about the product?
A straight forward system for managing tickets and queues. Also the ability to connect this to our surveying platform rather seamlessly was very nice.
What do you dislike about the product?
At times there were limitations as we tried to expand the usage outside of just a ticketing system.
What problems is the product solving and how is that benefiting you?
An easy and mostly seamless process for allowing support and success reps to interact and manage queues of tickets with our customers.
Recommendations to others considering the product:
Make sure to do some research. This is a great too so long as you understand exactly how it works. Ultimately we just outgrew it.
Zendesk as a Ticketing System
What do you like best about the product?
Pros:
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
-Flexibility to set up different queues, which is great in a help desk situation
-Pretty UI
-Well documented documentation available
-Ability to integrate with different programs via APIs
-Retains edits to tickets if the browser window is closed
What do you dislike about the product?
Cons:
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
-Tend to nickel and dime you for features
-Can be a bit confusing to navigate the UI (although, pretty)
What problems is the product solving and how is that benefiting you?
We use Zendesk to allow clients to submit tickets, for team members to assign tickets to themselves and to communicate among ourselves and with clients. It is great to have that functionality built into one place that also connects to our enhancement request system, our hour tracking system, etc. via APIs.
Recommendations to others considering the product:
Make sure to take advantage of the API integration!
Zendesk for startups
What do you like best about the product?
Easy to get up and running, attractive price point for a small start-up.
What do you dislike about the product?
Tracking issues at scale (large volume of tickets in various statuses) leaves something to be desired.
What problems is the product solving and how is that benefiting you?
Customer facing support queue.
Great for customer support, reporting needs work
What do you like best about the product?
Zendesk has some great features like spam filtering, and also allows for add-ons via their marketplace to handle things like FAQ creation straight from tickets and OOO management for agents.
What do you dislike about the product?
The reporting is really strong, but the built in functionality doesn't really meet needs--you need to meddle with the GoodData set up fairly extensively.
What problems is the product solving and how is that benefiting you?
Mainly customer support. We've been able to mine our reporting data quite a bit after we got more familiar, and that helps us address trends more quickly and provide a better customer experience.
Gets the job done but can be hard to navigate
What do you like best about the product?
The best part of Zendesk is that it can handle pretty much any number of people being on the same ticket, or just on the system. It also tells you who else is looking at the ticket, which is often very helpful.
What do you dislike about the product?
You can lose tickets almost instantaneously. If you solve a ticket, it can be very hard to find it again, unless you remember very specific keywords (which you can then search for). I've made it a habit of remembering unique words in a ticket so that if I need to find it again, I can.
What problems is the product solving and how is that benefiting you?
Our entire customer service platform relies on Zendesk. It's 100% of how we communicate with our clients.
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