Zendesk Suite
ZendeskExternal reviews
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Very happy with Zendesk
What do you like best about the product?
The feature I use most is the Agent to handle support tickets.
What do you dislike about the product?
I would like to see better options for the Web widget. For example, the javascript library should allow directly opening a form to submit a ticket. The behavior now is that the customer has to search for something, and then click Contact Support. I'd like my own web site to have a button to go directly to contact form.
What problems is the product solving and how is that benefiting you?
They are solving the problem of support customers via ticketing system and help center web site for knowledge base articles.
Good for customer service
What do you like best about the product?
Calling within the web browser application- I like the possible integration of the software with Zardama cloud calling solutions; this has made us serve clients through calling where they can request a callback, or they can call our Zardama phone number, which we integrated within Zenesk to help us manage communication in one place.
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
The calls provide good audio quality with the ability to filter unwanted background noise; the IVR menu as well helps us to guide clients according to their selections; they are routed to the correct support department and hence being more organised
What do you dislike about the product?
The software is so expensive for smaller businesses to use the valuable plans with more business support and helpful features. It would cost us $99/month per agent to use the tool to meet our business needs, which at times affects our ROI. They often do product maintenance and release more features but unfortunately they do not update the knowledgebase simultaneously
What problems is the product solving and how is that benefiting you?
We use the Interactive Voice Response (IVR) to provide self-support to clients by choosing selections; they can press 9 in case they need assistance so the call can be routed to any agent. We use the tool to provide customer support through different channels like calls using zendesk call integrated with zardama. This helps our clients to call us anytime and respond to their calls through zendesk in the web browser.
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
Call recordings are used to train operators on how to handle clients. Zendesk has helped us to grow and heas increased our revenue
5 years I work on Zendesk, I haven't found a better CRM
What do you like best about the product?
The ease of integration of new channels. For me, Zendesk is like an Ikea furniture: easy to build, with multiple possibilities of customization and parameterization
What do you dislike about the product?
The few possibilities of parameterization under Guide: No possibility of cloning articles, an article cannot appear in several categories...
Support: no more possibility to send a message via form,
Support: no more possibility to send a message via form,
What problems is the product solving and how is that benefiting you?
Agents stay on the same screen, without having to change screen at each logicle: 1 screen for the chat, one for the telephony, one for the mails, one for the knowledge base....
Powerful workflow creation tool, which allows to reduce the volume of requests
Powerful workflow creation tool, which allows to reduce the volume of requests
Thorough and Efficient Responses from their team!
What do you like best about the product?
The responses from the team were fast and thorough. They confirmed a question we had and also provided additional resources to view.
What do you dislike about the product?
I struggle with finding a ticket once it's submitted and assigned to someone else. It seems like if you don't have the ID, it's hard to find.
What problems is the product solving and how is that benefiting you?
We're likely going to purchase a license for Zendesk since the product is what we are looking for to support our customer base. And the sales team is very responsive, friendly and knowledgable!
Always available in a pinch!
What do you like best about the product?
Zendesk is the lifeblood of our customer support system, and anytime there we have a question or any difficulty, it's always easy to get someone from support to help us get it resolved quickly.
What do you dislike about the product?
Many of the wonderful features provided by Zendesk assume that the companies using Zendesk have a more robust staff, thereby making some tools not flexible enough to be tailored to our needs.
What problems is the product solving and how is that benefiting you?
It keeps all of our customer communication organized, provides ways of visualizing what they are saying to us, and enables us to take both corrective and proactive actions.
Good and fast service.
What do you like best about the product?
Easy to use, quite intuitive, the community is large so one can find all the needed info fast.
What do you dislike about the product?
All is good. There is nothing to dislike here. If plan A doesn't work, there is always plan B available.
What problems is the product solving and how is that benefiting you?
Customer support issues, integration issues, spam, etc.
Helping me help others
What do you like best about the product?
I appreciate the meaningful opportunities Zendesk provides me for engaging with my customers and assisting with their support needs. I also appreciate how valued and attended to I feel as Zendesk's customer when I reach out for support as an agent.
What do you dislike about the product?
N/A; I really have enjoyed my experience working with them thus far.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps my colleagues and me to track support tickets received by our customers, engaging with them often and providing helpful links to our company's Solution Center effortlessly using their knowledge capture feature.
Zendesk Support Quick and Responsive
What do you like best about the product?
Web integration and quick installation to website
What do you dislike about the product?
Some integration issues, particularly between sell and support
What problems is the product solving and how is that benefiting you?
Quick way to visit with our customers who don't want to get on the phone
Email Support Needed
What do you like best about the product?
I like that the support was quickly provided.
What do you dislike about the product?
It was slightly confusing to get to an agent. I needed to talk to a bot first.
What problems is the product solving and how is that benefiting you?
They provided guidance on an email issue I was having.
Simple, clear and comprehensive
What do you like best about the product?
I love how Zendesk can be fine-tuned to suit the user's needs. The flexibility that Zendesk provides allows one to organise customer requests in a clear and legible fashion.
What do you dislike about the product?
A find that the reporting and admin sections within Zendesk can be hard to navigate and use from time to time. Also when updates are made to the system in regard to certain functionalities, it feels as though the changes are implemented with no notification, which tends to make things confusing for a short period of time.
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
It would be great if there could be an undo function implemented that allows the user to delete and undo the sending of an email when a mistake is made. Gmail has this feature and I would love to see this in Zendesk!
What problems is the product solving and how is that benefiting you?
Zendesk is helping us to organise our customer care requests in a very efficient and clear way, which in turn enables us to prioritise tickets and respond to our user base in a timely and effective manner.
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