Zendesk Suite
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Zendesk Review
What do you like best about the product?
ease of accessibility and collaboration tools
What do you dislike about the product?
Reporting - Explore limitations and clunking reports
What problems is the product solving and how is that benefiting you?
communication tracking and aligned problem solving
ZD Support review
What do you like best about the product?
ZD support suite is easy to set and configure
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
The views are easy to build.
Triggers and Automation are easy to set, Macros are easy to use.
Although not easy to do at first, ZD offers a wide range of third-party connectors
What do you dislike about the product?
It's not possible for agents to act and use form like an end-users.
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
ZD is hardly made for companies with end-users acting both as requesters and agents.
The UX is not user friendly at first (having to "submit" any small change, the button is not properly located or easy to spot)
Guide lacks a lot of features compared to Confluence (collaborative editing, templates, layouts)
The whole thing sometimes lags a lot.
Zendesk Explore is difficult to manage, dashboards take forever to load :-(
What problems is the product solving and how is that benefiting you?
Technical issues related to our SaaS solution
Good Product for Efficiency
What do you like best about the product?
Organization, efficiency, prioritization
What do you dislike about the product?
Missing native functionality, upgrades needed
What problems is the product solving and how is that benefiting you?
It's helping us to provide follow up on client requests where things may have fallen through the cracks when tracked manually.
A great tool for small business's and startups!
What do you like best about the product?
Friendly interface, very easy to navigate and locate all the tickets assigned. You can integrate it to your other social media accounts that is one really good feature.
What do you dislike about the product?
Tickets merging is a huge task. The costs of the training is quite high.
What problems is the product solving and how is that benefiting you?
It helps problem solving efficiency and I can manage my work effectively.
Zendesk the advance customer support tool
What do you like best about the product?
Zendesk is a very simple and state of art technology tool that offers me various features to get connected with my customers and to build strong relations with them. This application is time saving and offers good team collaboration. Now I can handle huge audience in an effective way as I prefer to answer each of their query. This software has affected our wok speed and added to my business value as well.
What do you dislike about the product?
To track back any particular customer’s experience is quite difficult as I need to know the history sometimes for generating the detail report. Further when I compare it with other similar software I feel a room for improvement some clip board feature should be introduced.
What problems is the product solving and how is that benefiting you?
My clients matter the most and Zendesk also follows the same note thus provide the personalized support to my every customer. The work flow management was not that easy as it is now with Zendesk. Its appealing interface and ticketing system has helped us to unleash the real power of the data handling. Now I am in a better position to tackle various queries according to the priority.
Recommendations to others considering the product:
This is a very effective tool for managing your various social platforms. Zendesk will help you to boost up your sales and marketing strategies because it will equip you with the idea of what your customers exactly need.
Love ZenDesk!
What do you like best about the product?
Easy UI, easily accessible to the rest of the organization, ability to create great FAQ pages that are manageable to edit and navigate, tagging features.
What do you dislike about the product?
not having all ticketing systems in an organization in ZenDesk and having to toggle between the two.
What problems is the product solving and how is that benefiting you?
Resolving customer support tickets is the primary use case that ZenDesk excels at as well as creating a comprehensive FAQ page.
Easy to set up
What do you like best about the product?
Zendesk is a very easy going tool.
You can set it up very fast and this could be really critical for a fast-growing company.
Also, there are a lot of resources where you can read tips and tricks. The community is big, and very likely you will find the answer you are looking for
You can set it up very fast and this could be really critical for a fast-growing company.
Also, there are a lot of resources where you can read tips and tricks. The community is big, and very likely you will find the answer you are looking for
What do you dislike about the product?
Even if the tool is not expensive, it can get out of control if your company grows very fast.
You will easily need to increase the package to cover all the needs.
Also, even if I recommend using Zendesk talk (to have it all in one), the phone cost could be really high for some region.
Integrations with social media are not the best
Chat bot is not good enought
You will easily need to increase the package to cover all the needs.
Also, even if I recommend using Zendesk talk (to have it all in one), the phone cost could be really high for some region.
Integrations with social media are not the best
Chat bot is not good enought
What problems is the product solving and how is that benefiting you?
- Provide customer service via different channels: phone, email, chat, social media
- Measure data: most common issues, tickets, etc
Benefits:
All in one platform for all the channels.
If you know what you want to measure you can easily set it up and start getting data.
- Measure data: most common issues, tickets, etc
Benefits:
All in one platform for all the channels.
If you know what you want to measure you can easily set it up and start getting data.
Great Software for Customer Support
What do you like best about the product?
The most beneficial attribute of Zendesk is that each sector (phone, email, help center and chat) are all in a single space. This has saved us tremendous time. Our Account Manager is very helpful and works to find us the best fit for our business.
What do you dislike about the product?
The Talk product is not as robust as needed to manage phone volume. The live dashboard was a major improvement but the standard talk dashboard should incorporate the live dashboard and the page that allows you to listen live to calls.
What problems is the product solving and how is that benefiting you?
We are able to service more customers since we are saving time with a consolidated view. In addition, the Help Center has allowed us to offer visibility to our customers that we didn't have before. The amount of flexibility in reporting is a great benefit as well. We view multiple types of data to understand our customers needs and the Explore product is extremely helpful.
Recommendations to others considering the product:
If you would like to consolidate all channels of support, promote visibility to help articles for your customers and drive them to the answers they need, Zendesk is a great tool to support that elevation. Most of what we need, in terms of reporting, is pre-built so it requires less time. The most incredible benefit and the ultimate reason we chose Zendesk is that we are able to make most of the changes, updates or additions we need due to the ease of use.
Zendesk is so clean and user-friendly
What do you like best about the product?
How clean and intuitive it all is for managers and agents, alike
What do you dislike about the product?
Sometimes it's not clear what comes with which plan. I've had to ask a few different times what ours includes - granted, it's a legacy plan that isn't publicly available.
What problems is the product solving and how is that benefiting you?
The biggest problem we've solved is traffic forecasting and directing - with triggers, views, and automations, it's so easy to direct the right staff to the right problems. Reporting in Explore is also so helpful when it comes to forecasting and staffing accordingly.
Zendesk - Get all the bells and whistles
What do you like best about the product?
Zendesk is incredibly open-ended--pretty much any process/flow imaginable can be created. Zendesk APIs are really well documented.
What do you dislike about the product?
New ZD features aren't to be trusted until 6+ months after release.
What problems is the product solving and how is that benefiting you?
ZD makes it easy to promote self-help and decrease ticket volume.
Recommendations to others considering the product:
Zendesk is the cream of the crop for ticketing systems. Salesforce is really the only other platform that offers such a feature-rich product, but it's much more complicated to setup and administer. Unless you have a team of engineers and Salesforce developers dedicated to it, go with Zendesk and you'll never look back.
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