Zendesk Suite
ZendeskExternal reviews
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Nothing to compare the platform to so I am neutral.
What do you like best about the product?
I appreciate that the platform can communicate with our company's in house platform.
What do you dislike about the product?
It is super slow to connect with our internal platform.
What problems is the product solving and how is that benefiting you?
Customer support problems with orders placed on Boxed. Once you get used to the platform, it is super easy to use.
Recommendations to others considering the product:
Definitely compare with what else is out there, there might be more updated and innovated platforms out there.
Zendesk Support review
What do you like best about the product?
Great online support system with many features
What do you dislike about the product?
Feedback takes a while to retrieve necessary data
What problems is the product solving and how is that benefiting you?
Greta benefits which allows results
So so
What do you like best about the product?
We've been using Zendesk Support on a free trial for a couple of months and it's been decent for Client relationship management. We have a variety of the different platforms (chat, etc.) to complete the suite. The Support page is great for tickets. You can manage them internally and assigned them to people. It offers great visibility into the work of others and you can see a history of when things are complete. Kind of lends an engineering-esque type of way to manage client success (with tickets).
What do you dislike about the product?
The organization of the tickets can get really confusing. The status of the tickets are only open, pending, solved. I feel like they should have more options. Also the email notification format that the ticket comes in is super annoying, because it will not display the message at all. It forces you to open the platform to view it, which might take a couple minutes and you might lose a potential new customer or angry client.
What problems is the product solving and how is that benefiting you?
We're trying to create a better way to manage client requests and any reported bugs. We wanted a project management type of platform for client success team members to operate similar to the engineers (with tickets). We've realized that this organization of tasks/to-dos is very beneficial for transparency and workflow.
Recommendations to others considering the product:
Zendesk is decent, and if you set it up properly, it can provide a lot of support to your client base. The basic package for Support doesn't allow you to really make the Support page look like your own, as you can only have 2 types of questions (eg. FAQs and Community page)
Zedesk is okay, can be slow on assisting with site issues
What do you like best about the product?
Putting in ticket for issues was a breeze, is was easy to search for customers emails, and get any information on there recent emails, or orders.
What do you dislike about the product?
It could sometimes take a while to receive a response and or even get the issues resolved.
What problems is the product solving and how is that benefiting you?
handling customer request, emails, and chats
Great system for customer support
What do you like best about the product?
Great system for customer support. We use this to manage all customer queries.
What do you dislike about the product?
Billing is a pain as has to be on credit card rather than invoicing terms
What problems is the product solving and how is that benefiting you?
Managing multi channel customer support
Recommendations to others considering the product:
Be aware of the billing issue. Config can be difficult
Zendesk Support
What do you like best about the product?
The software is relatively easy to use for both technical and non-technical individuals.
What do you dislike about the product?
The software is not flexible, can use some modifications.
What problems is the product solving and how is that benefiting you?
We use the software to create trouble tickets when there are computer or software issues. It has help to maintain issues under control.
Recommendations to others considering the product:
None at this time.
Not as simple as alternatives to customize
What do you like best about the product?
Zendesk offers all the standard features we required. Pricing was inline and reasonable.
What do you dislike about the product?
Some of the customizations we required were not available at the time we were evaluating our options.
What problems is the product solving and how is that benefiting you?
Zendesk was evaluated for use against a handful of other products. We were looking for a support option to connect our staff reps with clients. Zendesk was ultimately not selected; we went with Freshdesk which fit better with our needs and provided superior customer service at the time.
Recommendations to others considering the product:
During our evaluations of different support products one thing that stood out to us was the customer service we received from the respective support staff members who we were in contact with during our trial. There was a major difference in the companies who were solely interested in selling us their product and those that were genuinely interested in improving their product. This lead our decision greatly.
Excellent for phone calls
What do you like best about the product?
I utilize Zendesk almost solely to take phone calls. The transcription is helpful, as is the notes section. If I need to look up past phone calls by the number or by the notes it is quick and easy.
The system is great for task visibility.
The system is great for task visibility.
What do you dislike about the product?
One thing that I have found difficult in the past is utilizing the ticketing system while simultaneously utilizing my email for the same tasks. Updating and working through my email system has traditionally been easy for me, and utilizing the zendesk ticketing system for updating emails was not. I would often end up working through my email system, then going to zendesk to close out tickets.
What problems is the product solving and how is that benefiting you?
The Zendesk phone application is excellent. I love having the historical records and recordings.
zendesk
What do you like best about the product?
looking the conversation chain was easy.
What do you dislike about the product?
sometimes logging in is difficult and it does not remember my username
What problems is the product solving and how is that benefiting you?
my tickets
It doesn’t filter very well and it’s hard to filter reporting
What do you like best about the product?
It’s fast and has timestos and you can reply and copy users
What do you dislike about the product?
Poor user capability for reporting and filtering
What problems is the product solving and how is that benefiting you?
Real time updates and reporting
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