Zendesk Suite
ZendeskExternal reviews
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Zendesk - Friendly internally and externally
What do you like best about the product?
Big fan of Zendesk's abilities to make Support seem like a friendly layout for customers -- it reads as a conversation.
What do you dislike about the product?
Can be a bit difficult to understand when you're commenting internally vs externally.
What problems is the product solving and how is that benefiting you?
External Support Communication
I've used Zendesk for over 10 years and it continues to evlolve to keep up with the times.
What do you like best about the product?
The knowledge base walks you through building out your account to your needs.
What do you dislike about the product?
Sometimes the reporting is lacking and Explore is still growing, but have had some frustration learning Explore.
What problems is the product solving and how is that benefiting you?
Right now we just use it as our solve customer service platform.
Recommendations to others considering the product:
Their support team is super helpful as well as the articles created by the community.
ZenDesk has great features.
What do you like best about the product?
We were able to compile things in such a way that we could prioritize from oldest to newest or most urgent to least urgent.
What do you dislike about the product?
There was nothing to really dislike. It was fairly intuitive.
What problems is the product solving and how is that benefiting you?
We are able to keep track of our own producitvity through Zendesk. We also have the ability to enter a new issue through our emailing system to streamline workflows.
Powerful Chat Tool For Web
What do you like best about the product?
Power and automation for administrators.
What do you dislike about the product?
Setup can take some time to get everything tweaked to your liking.
What problems is the product solving and how is that benefiting you?
Creates a straightforward dashboard for support to connect with users.
Zendesk
What do you like best about the product?
I personally like the on-the-fly changes that we can make for our Customers.
What do you dislike about the product?
Explore can be a little frustrating at times as there are some events that we feel are important but, not easily reported on or at all.
What problems is the product solving and how is that benefiting you?
Automations and handling large ticket volumes. Being able to look at specific attributes/characteristics of a ticket and action on them is extremely helpful.
The best option for the support of your web applications.
What do you like best about the product?
Zendesk is a tool that allows an amazing extensibility of many other areas of a business, when we refer to a company in general in its sales, since it agrees to create objectives to accept responses activated in various data formats, for customizations, being quite useful at the same time, since it adapts to any environment, which is one of the basic functions that this software contains that I like the most, without excluding that it is very easy to manage previous requests to the system of a particular company.
What do you dislike about the product?
Among negative aspects regarding the software, we can mention that it needs a more fluid transition, between the administrator view, that is, from the point of view of the account of a high-grade operator in the system, including the sending of a ticket It is somewhat deficient, which can be a problem if you do not know how to handle this kind of errors with certainty and experience, highlighting that it should have a way of having equality between users and digital managers.
What problems is the product solving and how is that benefiting you?
We use Zendesk, in most of the different fields in our organization, in these including the use of the incoming technical support, service in the accounts and requests from our contact page to communicate with the users, which one of the departments of customer service, specializes in this branch, and therefore uses this software, since it provides all the necessary tools to establish a prudent work, according to the priority issue to these individuals, underlining that in the same way we use this system as entry point for tasks and projects.
Recommendations to others considering the product:
Zendesk is ideal for managing requests and tasks with different internal tools, including that it has integrated a great support functionality for different sectors that need help, whether they are with the system or for the customer service branch, which is very useful and the option most frequently used, underlining that it is incredible for the administration and help with the tickets that are sent, with relevance to the products you have and the correct processes to follow to solve your needs.
Easy to deploy and configure. NLP works even with minor (rare) languages.
What do you like best about the product?
Responsive and professional customer success team. Industry knowhow. Robust technology.
What do you dislike about the product?
Integration with other "competing and/or complementing" platforms.
What problems is the product solving and how is that benefiting you?
Customer service chatbot.
Recommendations to others considering the product:
Strong buy
Exceptionally easy to learn and use
What do you like best about the product?
The UI design is excellent. Easy to learn and use. It took less than ten minutes to browse the entire suite and commit the mapped layout to memory. I congratulate the designers on this. Simplicity without skimping on function.
What do you dislike about the product?
What I dislike isn't a ZenDesk issue, but the universal browser design of multiple tabs needed to view various pages. If there were tabs on ZD within one tab on my browser, this would be sweet..
What problems is the product solving and how is that benefiting you?
Having a database of information, easy to browse through and search, well, the searchability with keywords is phenomenal and much more intuitive than I would have expected. The site is also quick on search response time. It's quite reliable. It's only up to our team to create a knowledge base that is best for our team, and ZD facilitates that with ease.
Zendesk incredible support to improve company automation.
What do you like best about the product?
Our experience with this platform has been good, our team simplifies a lot of work in terms of support, we maintain a constant and growing performance, in addition the functions that Zendesk provides allow us to have a stable and solid communication within the company . It is easy to use and very practical. The support of this software is good, it helps the user to obtain the performance they want, online they have videos that help with the configuration of this platform.
What do you dislike about the product?
Some minor errors that must be corrected, in our case bad experiences or problems we have not had. If we suggest that you add a function or option to remove the emails we send, it happens to us that sometimes we want to remove some mail and it is not possible after it is sent. It would be a good solution to this.
What problems is the product solving and how is that benefiting you?
Our company maintains good call management, we have better project management that allows us to work with higher performance and thus obtain work fluency. We provide greater and solutions to our clients and we update our WEB Site. As for the management, it monitors the SLA that helps to intervene if necessary so that we can meet our objectives.
Recommendations to others considering the product:
Companies can use this platform as an aid for better management and thus provide customers with the best service and with the quality they deserve, it integrates very well with email, telephone line, social networks and real-time chat, it is very complete and very good option, easy to handle. Fully recommended Zendesk.
Versatile and powerful CRM for support.
What do you like best about the product?
Zendesk has enabled me live chat with multiple clients at the same time or one on one .I can also transfer files to my clients PC without any issues.
What do you dislike about the product?
I don't have any dislikes currently concerning the software.
What problems is the product solving and how is that benefiting you?
Zendesk enables me receive notifications in real time and respond without having to stare at my PC screen.
Recommendations to others considering the product:
The perfect solution.
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