Zendesk Suite
ZendeskExternal reviews
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Workable team
What do you like best about the product?
Chat and phone options that allow to easily navigate through
What do you dislike about the product?
The fact that we are not able to un-merge tickets
What problems is the product solving and how is that benefiting you?
Customer queries
Zendesk is really awesome!
What do you like best about the product?
Zendesk is
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
- easy to handle,
- easy to navigate,
- easy to intertwine with other apps,
- really good support!
We are building up step by step our CC, and it is awesome to do everything on one platform.
just awesome.
What do you dislike about the product?
Scenarios for talk lines are not covered enough.
What problems is the product solving and how is that benefiting you?
We are giving customer care, and it is terrific, how easy it is to bring all on one ticket.
Recommendations to others considering the product:
It is essential to align your processes to Zendesk. First, make yourself familiar, what Zendesk can do for you, and which "button" results in what. Then align your process to it. We managed to make some of our procedures tighter, thanks to Zendesk. So get all out of it.
Zendesk Support Suite is the best package for small-medium businesses
What do you like best about the product?
There is a wide range of products in Zendesk that together form a super powerful package. This allows us to easily integrate with other existing systems and databases to provide a complete Customer Support system. Also, agent efficiency is highly improved with the simplest interface. Agents don't need to install any extra software in order to access it, they can work from anywhere in the world. User friendly on the Help Centre side is also a big plus.
What do you dislike about the product?
I prefer to do email support rather than chat support as sometimes we don't have time to chat
What problems is the product solving and how is that benefiting you?
Mostly technical problems with customers. The best benefits are to have a fast/easy, and manageable support ticketing system.
Recommendations to others considering the product:
Extendability is what makes Zendesk powerful. Please keep improving APIs, App frameworks APIs, and other facilities inside Zendesk.
ZenDesk is the best platform you can use!
What do you like best about the product?
All the features that ZenDesk provides, and there are MANY! I love the live chat, and also the help desk articles are a great resource.
What do you dislike about the product?
There are so many features and apps that can be intergrated to ZenDesk, so it's hard to know where to begin or what is best for your business.
What problems is the product solving and how is that benefiting you?
Working remotely was our number 1 reason for looking at different platforms that can integrate with our systems currently in place. The benefits that we have realized and really loved are having our calls recorded and having the CRM system help identifying customers.
Recommendations to others considering the product:
Have a member from ZenDesk help with integrations.
Very responsive and easy system to use.
What do you like best about the product?
The team provided specifics surrounding the issue and plans to keep me updated.
What do you dislike about the product?
The amount of time it is taking to actually fix the issue, but this is unrelated to the tech support system.
What problems is the product solving and how is that benefiting you?
Theme issues that sound like others are experiencing. Worried it is something that will take a long time to resolve.
More than 10 years!
What do you like best about the product?
I like the UI. It's so simple and easy to use. Zendesk Talk makes it easy for me to contact be and be contacted by customers. All interactions are documented. The reports are great too.
What do you dislike about the product?
The cost. Would be great if it's cheaper.
What problems is the product solving and how is that benefiting you?
Multi-channel support, I like the reporting and advanced analytics.
Couldn't Perform My Job Without Zendesk Support Suite
What do you like best about the product?
Zendesk allows our business and my team to expand as we continue to grow and add more and more content and process - both internally and externally to our client base. It's a scalable solution that is easy to adapt to internal/external changes.
What do you dislike about the product?
The pricing model can be challenging at times, but the Sales team has been very open and accommodating to our needs.
What problems is the product solving and how is that benefiting you?
We provide all 900+ customers of ours with support across multiple different brands - allowing me full transparency into our customer support. This helps me drive business decisions with regards to the optimization of my team and offering our customers world-class support.
Fast and friendly!
What do you like best about the product?
The ease and how quick it was to get help
What do you dislike about the product?
Nothing about the interaction was unfavorable. :)
What problems is the product solving and how is that benefiting you?
We are solving customer questions, comments, order trouble, and shipping trouble.
Great product - Intuitive, flexible and great support
What do you like best about the product?
Zendesk Support is easy to use. I can easily make changes to workflows and implement new business rules. The grouping of triggers makes organization of all of our 80+ triggers so much easier. In Explore, I can quickly create a query to measure a specific business question.
What do you dislike about the product?
One thing I dislike is that if our support email is ever on an email to a group of people, that multiple tickets can be created and we have to spend time merging them. It would be nice if there was some intelligence that could prevent this. Also, space for views is very limited. We have to pay for a 3rd party app to be able to see more views (Lovely Views) on screen at one time and can even scroll to see all views. It would be nice to see more and also be able to group views so they can be expanded/collapsed.
What problems is the product solving and how is that benefiting you?
With Zendesk Support, I can have conversations with other members of our IT team in ticket notes and also use Side Conversations to bring in external support. Before this was all managed by email. We have streamlined the email support communication into one place!
Support means Zendesk
What do you like best about the product?
Side Conversation
Macros
Analytics
Agent Dashboard
Macros
Analytics
Agent Dashboard
What do you dislike about the product?
ticket Status if it can be more flexible
Pricing quite expensive
Pricing quite expensive
What problems is the product solving and how is that benefiting you?
Automation, Quality of responses, Flexibility in escalation, easy transition
Recommendations to others considering the product:
Zendesk is the most flexible tool that can help you serve your customers with world-class quality and standards
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