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Zendesk is a great CRM tool
What do you like best about the product?
Easy to use platform. Very straightforward CRM software that helps you create different pipelines for different departments.
What do you dislike about the product?
There aren't any massive downsides that i've come across whilst using zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk helps me manage all of my customer enquiries in one place, I'm able to easily reply to emails whilst setting a SLA agreement depending on the ticket priority.
As a result, It helps me manage my time efficiently whilst working on the tickets in a good order.
As a result, It helps me manage my time efficiently whilst working on the tickets in a good order.
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Atendimento efetivo
What do you like best about the product?
Agentes são sempre muito simpáticos, e sempre indicam varios documentos que auxiliam a entender melhor as respostas das dúvidas e até aplicar mudanças ou correções de configurações quando necessário
What do you dislike about the product?
A troca de idioma quando precisamos falar com um próximo nível de suporte
What problems is the product solving and how is that benefiting you?
Unificação de várias formas de suporte em um único sistema como chat em tempo real e e-mails, e facilidade de uso pelos agentes
The easiest way to manage your customer support
What do you like best about the product?
Zendesk has made it incredibly easy to manage large amounts of customer support tickets simply and quickly
What do you dislike about the product?
It would be great if the asignee were to get an email notification once they were assigned a ticket
What problems is the product solving and how is that benefiting you?
Zendesk has made it easy for our team to work and anser customer questions efficiently
Zendesk Review
What do you like best about the product?
Omnichannelle capabilities and the ease of configuration
What do you dislike about the product?
Integration with Meta could be better in order to identify the real origin of the ticket (post, message). Sometimes it presents a lag between the time of the comment or message in FB and the moment we receive the ticket in Zendesk.
What problems is the product solving and how is that benefiting you?
Customer tickets traceability, omnichannel customer service. Improving customer experience
Effective customer experience through Zendesk ticketing platform.
What do you like best about the product?
With Zendesk Support Suite, our support agents are able to effectively reply to customer queries and able to see their pain points. With the recent additional of Ai, we are also able to trim down duration on handling tickets as ticket summaries are now available.
What do you dislike about the product?
Some settings would need some tech intervention.
What problems is the product solving and how is that benefiting you?
As we have grown our presence into a few more markets across globally, we need to deploy a robust solution whereby agents can easily reply to customer inquiries and additionally on T&Q side be able to manage FAQs effectively - that's where Zendesk is helping us.
Zendesk has improved our CSAT and NPS
What do you like best about the product?
1. Chat, Call, Customization, and easy masking of PI and PII.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
What do you dislike about the product?
1. Better integration of Client documentation or client knowledge base so Level 1 can be easily deflected.
2. A better way to identify multiple people's efforts on a ticket.
2. A better way to identify multiple people's efforts on a ticket.
What problems is the product solving and how is that benefiting you?
1. We use Zendesk to help customers log support tickets and it is the first step of communication for our customers for any product-related queries.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
Very complex to integrate
What do you like best about the product?
It has a robust suite of APIs to manage support tickets.
What do you dislike about the product?
It's too complex and the developer documentation + community isn't very helpful
What problems is the product solving and how is that benefiting you?
At the time, Zendesk support suite was supposed to help us seamlessly and totally automate our support system. We switched to Intercom because of it's unfriendly UI and also because it was simply too complex to set up
Good software that solves most issues
What do you like best about the product?
Easy to get started
Lots of capabilities
Scales nicely with the org
Lots of capabilities
Scales nicely with the org
What do you dislike about the product?
Sometimes a little challenging to figure out where specific features are located.
Getting integrations into backend systems more easily would be awesome.
Getting integrations into backend systems more easily would be awesome.
What problems is the product solving and how is that benefiting you?
All customer support interactions + knowledge center
Zendesk is the all-around best choice for support.
What do you like best about the product?
Zendesk Support Suite is a cloud-based customer support software that enables me to provide better customer service across multiple channels. I like how it integrates email, chat, phone, social media, and self-service options in one unified agent workspace. It also has powerful features such as automation, reporting, and analytics that help me optimize my workflows. Using their Talk add-on is also an amazing feature as customers can call or text the same number!
What do you dislike about the product?
There is not much to dislike about Zendesk Support Suite, as it is a comprehensive and user-friendly solution for customer support. However, if I had to mention something, I would say that the pricing could be more flexible and affordable for smaller businesses. Also, some of the advanced features and integrations require a bit of technical knowledge and customization, which can be challenging for non-experts. But overall, these are minor issues compared to the benefits and value that Zendesk Support Suite offers. 😊
What problems is the product solving and how is that benefiting you?
As an Senior Applications Support Manager who values automation, Zendesk addresses my needs by offering a user-friendly and flexible ticketing system that simplifies managing customer interactions and support requests. Its customization options allow me to tailor the system to specific workflow requirements. The integration with telephony solutions streamlines communication, centralizing all customer interactions in one place, enhancing response efficiency.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
We use it for Telephony (Calls and Texts) and it has proven to be a reliable solution with easy IVR configurations. It also offers voicemail transcriptions built it for quick reviews of missed calls.
Great tool for tracking tickets and keeping all info in one place
What do you like best about the product?
That email and phone calls are all tracked in one place. Makes it easy to go through old tickets and see a complete timeline
What do you dislike about the product?
We've had issues with time zones - if our customer, agent, and headquarters are in three different areas, it's been tracking events in all three time zones, vs from where the person is logging in from. Can easily get confusing when trying to understand timelines
What problems is the product solving and how is that benefiting you?
Hosting our training portal, platform for customers to submit tickets, keeping track of tickets
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