Zendesk Suite
ZendeskExternal reviews
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Zendesk
What do you like best about the product?
Ability to search support history to research common problems or issues that we face.
What do you dislike about the product?
You need to know how to use the search feature to find what you are looking for.
What problems is the product solving and how is that benefiting you?
One common place for work tickets.
Great customer support platform!
What do you like best about the product?
Possibility to export chat transcripts to email; invite other members to chat; accurate reports.
What do you dislike about the product?
It would be great if Zendesk chat could provide remote sessions with users, as well as video/audio calls support. Sometimes the Zendesk chat window annoys our web site visitors, and there is no way to shut down the chat window (however you can hide the chat window - which is good).
What problems is the product solving and how is that benefiting you?
The software is a very useful tool to negotiate with customers and provide the 1st level of technical support. This is basically the business problem I'm solving. There are many visitors on our web site who do not speak English well, so a web chat conversation allows them to write their questions and shortly get responses regarding products and services our company provides.
Recommendations to others considering the product:
Even though I do not have a lot of experience in using similar customer support/chats programs, I really enjoy Zendesk Chat. We've been using it for 3+ years and very happy with this software. It provides all necessary features to easily negotiate with customers, such as visitors info (active, idle visitors, currently server, user's location, OS and browser), history, analytics, shortcut messages.
Reliable System, mediocre support
What do you like best about the product?
Zendesk is incredibly reliable when it comes to managing our customer's feedback and support related questions/issues. Our customers find it easy to use from right within our app, and the auto-prompted feedback surveys give us real-time feedback as it's received for each rep.
What do you dislike about the product?
If the system is down or you encounter a bug, be prepared to wait for a while for their support team. The interface for updating settings within your account are not incredibly user-friendly, but you can usually get a rep on the phone when need be. Overall, the functionality offers everything we need and there aren't enough times where we need support to make it a big enough drawback to switch.
What problems is the product solving and how is that benefiting you?
Technical support. We've realized improvements in our agent response time, feedback and areas for improvement on our product.
Zendesk review for Wisembly
What do you like best about the product?
Te best point: very complete and well integrated solution.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
I kinda like Zendesk FAQ which is highly customizable through some templates and code. It is possible to have a well designed look & feel that integrates into our chart. Having tested other solutions (like Readme.io), the tool learning curve could be a bit long but possibilities are really appreciable.
Tickets support is ok.
Integration is great; lot of tools integrate with Zendesk (Wordpress plugings, Algolia search, Talkus, Zapier..). We leveraged that to include Algolia powerful search on Zendesk FAQ content directly inside our solution, in a very few code lines.
Stats are OK
Phone recording and handling is good.
What do you dislike about the product?
UI/UX is simple but a bit stark. Quite a few pages changes, would be great to have more single page application to switch less between pages and calls.
What problems is the product solving and how is that benefiting you?
We solve with Zendesk users/clients autonomy with well designed FAQ and self-confidence in the product with good help quality. Users that read our FAQ or contact us on Zendesk are more likely well on-boarded and more loyal over the time.
Recommendations to others considering the product:
I think Zendesk is a major help desk, maybe along Desk. It could be a bit costly but worth it for a well integrated and complete solution. One shop stop for all your support/faq/live help.
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
Could be a bit more friendly (for example, we use Talkus.io to live tchat inside our Slack account and then send that data to Zendesk)
Regular use on a daily basis.
What do you like best about the product?
Easy to learn. Account setting up easy to get into and
What do you dislike about the product?
Logging in issues. Had to continually log in.
What problems is the product solving and how is that benefiting you?
Customer responses.
Solid Tool
What do you like best about the product?
Pretty user friendly with a ton of capabilities. Reporting can be delayed but overall easy to keep up with. Minimal issues of it going "down".
What do you dislike about the product?
The reporting being delayed can be a drag. Not reliable at times in terms of keeping up with macros.
What problems is the product solving and how is that benefiting you?
Keeping customers happy with easy organization and an easy followup.
Recommendations to others considering the product:
Pretty great options available. and very user friendly.
Simple Support
What do you like best about the product?
Mostly, I enjoy the fact that I don't have to be hands on with case assignments and can quickly take care of everything in one place.
What do you dislike about the product?
For what we use it for, there's nothing really to dislike. I don't see us as power-users, but it works for what we need.
What problems is the product solving and how is that benefiting you?
For our simple support issues, we have three main channels, and the Zendesk system lets them be auto-assigned to the correct party based on key phrases and entry channel.
Recommendations to others considering the product:
Make sure to set up all your Macros and automatic assignments, it will save you immense time down the road.
Zendesk Review
What do you like best about the product?
I love that the emails show all the different strands of the email. I also like that I can send an internal note.
What do you dislike about the product?
I wish there were more reminders, asking if an email needs to be internal only. I also wish it was easier to start an internal strand.
What problems is the product solving and how is that benefiting you?
Primarily email correspondence with clients. Ease of use is the main benefit.
It's the defacto standard for small and medium companies
What do you like best about the product?
The flexibility and extensibility of Zendesk is king. You really can't beat it when it comes to all the options to customize your experience. Additionally the API library is pretty awesome, and from my developer colleagues, I hear that it's really easy to work with.
Really, when you work with Zendesk, you know what you're getting.
Really, when you work with Zendesk, you know what you're getting.
What do you dislike about the product?
There's a variety of things that other Help Desks do better, such as mobile integration, workflow customization, and pricing. Zendesk isn't cheap, and their support process can be frustrating sometimes.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
I think Desk.com made more sense from a workflow standpoint, and Helpshift does mobile integration better.
Ultimately Zendesk is pushing to be a solution when customers need to contact you, instead of being a solution to resolve the issue before the customer contacts you. They make their money on agent seats, and so the product is designed to make you buy more agents.
What problems is the product solving and how is that benefiting you?
Scaling our team and creating more custom solutions to help our users is only possible with Zendesk.
Recommendations to others considering the product:
If you need it, you know it. There's few other options when you're working with Support Help Desk software that will give you what Zendesk does, but unfortunately they're not a company that you'll enjoy working with. Sales process is convoluted, and they're unmoving and unwilling to negotiate to find a good fit.
Not Bad CRM
What do you like best about the product?
- Powerful search tool
- Informative ticket stats
- Easy handling
- Informative ticket stats
- Easy handling
What do you dislike about the product?
Zendesk is designed primarily for tracking and managing customer cases, it is missing many features that are central to most CRM software. You cannot create campaigns within the system nor can you keep track of your sales or generate reports on anything unrelated to customer support tickets.
What problems is the product solving and how is that benefiting you?
Easy for ticket manage, with stat & powerfull search tool
Recommendations to others considering the product:
Zendesk not bad CRM Software.
Easy GUI, with powerfull management.
Easy GUI, with powerfull management.
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