Zendesk Suite
ZendeskExternal reviews
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Quick notifications and easy tracking
What do you like best about the product?
We can easily filter using the keywords and tag other colleagues in specific chain conversations without alerting our clients that we're discussing internally about their queries. The tags are also great because we can easily create new subjects when something comes up. We can also use as many tags as necessary depending on the subject matter of the conversation. The follow-up we do using the tags makes it easier to do just that.
What do you dislike about the product?
When you're tagged in a conversation, there's no standalone alert that notifies me about being tagged in something. Additionally, once I find the tag I have to look in the conversation about where the specific tag is instead of being taken directly to the specific tag. Lastly, this may be on our end, but I dislike the format of how ticket responses come in to my company inbox. The design is not attractive and looks like a machine answering. Again, this could be how we've configured our settings.
What problems is the product solving and how is that benefiting you?
We are able to listen to our customer and track in a consistent manner what issues are the most prevalent and what were the steps taken to solve each issue. As we grow our business and try different strategies, we can revert back to what measures or steps were taken in certain situations to be able to implement them as company standards. Also, we are able to follow-up in a timely and organized manner.
Recommendations to others considering the product:
Agree within your company about the tags you wish to use -- make sure it's unanimous!
Great ticket management tool
What do you like best about the product?
I like that ZenDesk has a template gallery for your customer support website. The templates are beautiful and minimalist.
What do you dislike about the product?
I don't love the mobile interface because it limits how respond to tickets.
What problems is the product solving and how is that benefiting you?
Zendesk has been great at streamlining our support requests. It's so easy to launch and easy to manage multiple users.
Zendesk has been a step up from our previous ticketing system
What do you like best about the product?
We are now able to easily add end users to tickets. They see all our updates through emails as well as follow up calls.
What do you dislike about the product?
The service itself is hosted on the web. We would like the option to house the application inhouse.
What problems is the product solving and how is that benefiting you?
Zendesk helps up keep track on IT related issues within our organization. It has helped us prioritize our tickets so that our limited resources are focused appropriately.
Zendesk-Great tool for helpdesk
What do you like best about the product?
Ease of use and ability to integrate with other applications.
What do you dislike about the product?
Layout of fields.on desktop version of Zendesk can be improved a bit.
What problems is the product solving and how is that benefiting you?
Help desk and customer service is now easier using Zendesk.
User friendly
What do you like best about the product?
The ease of use was the best part about this software. I also really like the tracking and live analytics feature - it helps me provide customers with better service because I can see their information right there.
What do you dislike about the product?
I did not like how new chats get created every time the chat gets disconnected. I wish the software will automatically recognize the user and continue with the previous chat after being disconnected.
What problems is the product solving and how is that benefiting you?
We use Zendesk Chat to allow our users to communicate with us any issues they are having with our product. We also are able to provide better customer support by being easily accessible to our users and they can ask questions anytime!
Recommendations to others considering the product:
Zendesk Chat is a great addition to your customer support needs!
Great task tool
What do you like best about the product?
It was easy to use and visually appealing.
What do you dislike about the product?
It was a little dated in terms of navigation
What problems is the product solving and how is that benefiting you?
See tasks and projects across the organization and assign roles to each task leader
Recommendations to others considering the product:
N/a
I’ve used this on the company’s website for testing purposes and it passes the usability test easil.
What do you like best about the product?
It’s very minimalistic, there when you need it and out of sight when you don’t.
What do you dislike about the product?
There is really nothing I can say I didn’t enjoy about it. It just works
What problems is the product solving and how is that benefiting you?
Helping customers navigate to make reservations online or by phone.
Online ticketing system
What do you like best about the product?
How easy it is to manage email service ticket. I like very much the possibility to manage all cases in a single platform, keeping track of all related customer's communications.
What do you dislike about the product?
It need advanced skill to manage complex worklows and SLAs for different group of clients.
What problems is the product solving and how is that benefiting you?
Help Desk and Customer support
CSM that work with Zendesk
What do you like best about the product?
It is pretty easy is to create a support section for our website (the gateway to our platform).
The ability to communicate with the customers and with the Support team on the same platform is amazing.
In addition, there are lots of APPS/integrations that can be added we are awesome. Apps like customer status, customer information etc.
Bottom line - In our company, different teams (support, R&D, CS) can work together and communicate clearly and effectively with our customers in one single point of truth.
The ability to communicate with the customers and with the Support team on the same platform is amazing.
In addition, there are lots of APPS/integrations that can be added we are awesome. Apps like customer status, customer information etc.
Bottom line - In our company, different teams (support, R&D, CS) can work together and communicate clearly and effectively with our customers in one single point of truth.
What do you dislike about the product?
I think that the UX can be dramatically improved. Esappacitly for customer-facing end-user experience (the Non-technical customers).
In addition, the WYSIWYG - should be dramatically improved as well. in 2018, we must have the ability to paste images easily (and not via attachments).
In addition, the WYSIWYG - should be dramatically improved as well. in 2018, we must have the ability to paste images easily (and not via attachments).
What problems is the product solving and how is that benefiting you?
Support Tickets management and ticket communication (both internally and externally).
Recommendations to others considering the product:
I heard that Zendesk is easy to implement. The value of using Zendesk is great.
Easy ticket management system
What do you like best about the product?
It is the best tools for sharing support responsibilities with other employees and solutions can be easily linked or added to customer responses.
What do you dislike about the product?
It takes time to generate any ticket and sometime I faced the tickets were merged because of no reason or other technical issues.
What problems is the product solving and how is that benefiting you?
We use it in our company as a support section for our website. If anyone needing help, we goes there.
Easy ticket management and tracking of the tickets are well developed.
Easy ticket management and tracking of the tickets are well developed.
Recommendations to others considering the product:
Of course, anyone is looking for the ticket management system , is a good option for them
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