Zendesk Suite
ZendeskExternal reviews
6,485 reviews
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Good in managing manage the live contacts
What do you like best about the product?
Zendesk chats encourage us to communicate with consumer questions while on the internet, so we can help customers about their inquires, which would otherwise be missed. Improve customer satisfaction is also beneficial because consumers don't need to wait and write emails for a reply on the phone.
What do you dislike about the product?
The only thing I can think of is the lack of integration with other systems like Zendesk
What problems is the product solving and how is that benefiting you?
I found that I didn't know the information provided by Zendesk Chat, but after using Zendesk Chat that there was a number and a good chance. I am more optimistic in customer relations and I keep my clients happy by knowing that there is a need to be willing to provide my customers with the best possible product
Very simplified and I love it
What do you like best about the product?
The speed and minimalism I work with. Really love it compared to previous solutions.
What do you dislike about the product?
no customizable shortcut keys, no ability to move last reply into a new ticket
What problems is the product solving and how is that benefiting you?
customer support help desk, knowledge capture, agent analytics, integrations with Aha, Jira, Slack
Good system but expensive for my company.
What do you like best about the product?
Easy to use. Industry standard platform. Easy to integrate
What do you dislike about the product?
Expensive!! You really have to watch your user count. Can easily grow out of control.
What problems is the product solving and how is that benefiting you?
It is used for 80% of my companies tracking.
Organize Tasks With Ease
What do you like best about the product?
Zendesk makes it easy to keep multiple projects and support tickets organized. Being able to categorize tickets as open, pending, or on-hold frees the mental space usually reserved for tracking projects for focusing on the tasks at hand. The integration available for time tracking is also extremely useful for reporting.
What do you dislike about the product?
It can sometimes be challenging to track down a ticket if it is improperly assigned. Sometimes the search function can be a bit iffy. More visual customization would be nice, too, as the UI is perhaps a bit outdated.
What problems is the product solving and how is that benefiting you?
I have used this product for Level 2 support. One of the greatest benefits I have found is the functionality to merge tickets, as often times users will submit tickets related to the same issue, or multiple users will submit similar tickets because of a lack of communication on the submitters end. This helps to eliminate redundancy and streamline communication.
Premier help support desk platform for mid size forms
What do you like best about the product?
The usability of zendesk is one of the best things about the platform. It doesn't take long to pick up and new users can get started quickly and easily.
What do you dislike about the product?
Saving different configurations or customising your dash can be a bit difficult but it's not a major issue.
What problems is the product solving and how is that benefiting you?
It's consolidated our support function and greatly enhanced our ability to provide fast and effective help to our customers.
Easily understandable
What do you like best about the product?
The response time on the application was very less as compared to other applications. You have tons of customisations, themes and automated response even.
What do you dislike about the product?
Even though the software is amazing but it still have downsides with recorded response which sometimes is irritating and could ruin the customer experience
What problems is the product solving and how is that benefiting you?
We use to provide support to customers and vendors through zendesk chat. It increased the satisfaction level of the customers and helped in solving problems efficiently.
Innovative Integration - At a Cost
What do you like best about the product?
Best search functionality in the CRM game as far retrieving Knowledge base articles, customer references, ticket subjects, etc.
What do you dislike about the product?
The Cost! it's 40,000.00 dollars a year!
What problems is the product solving and how is that benefiting you?
We are using Zendesk support to house every request from calls, emails, and projects. Zendesk support is allowing us to streamline all of our support day to day ticketing.
Everything you need in customer support tickets you will find within this platform.
What do you like best about the product?
I like the efficiency with which it performs any task no matter how simple or complicated. Because it is a centralized platform it allows you to view all the information of its customers as well as their respective tickets at the same time that it opens a direct communication channel between your agents and the client. The diversity of tools offered by this application boosts the productivity of agents in terms of collaboration, automation of their daily tasks.
What do you dislike about the product?
The user interface is not one of the most attractive that exists although it presents all the functionalities deployed at once, so you will have to spend enough time to fully become familiar with this software and thus make the most of its performance. Online training and training is not the most comprehensive because it does not have help forums or personal online training. A free version is not available to test the software before you are told to opt for a paid plan with all the features available.
What problems is the product solving and how is that benefiting you?
The incorporation of this tool has helped my company to perform in a better way for the solution of whatever problem our customers have. It has provided us with the ability to customize automated responses, different channels of communication so that the customer chooses the one they prefer, as well as being able to be available 24 hours a day 365 days a year. Because zendesk apps marketplace has a huge number of applications from which you can choose to incorporate Zendesk support make you have at your fingertips the possibility to gradually increase the functionalities and scaling your company.
Recommendations to others considering the product:
Zendesk has extensive experience in the customer service area so it will always be a recommended option to incorporate into your corporate toolkit. This particular software is excellent for computers that are long and need select tools built into a single platform. It offers service level agreement capabilities that not many customer service tools implement, this allows you to manage service performance to ensure that all tickets have been resolved and subsequently closed.
User Friendly Chat Support
What do you like best about the product?
Zendesk is a live chat and communication widget. It is easy to use and integrate within the website.
What do you dislike about the product?
Sometimes it shows some glitches while accessing it from mobile app. The text color in the chat is sometimes not easy to view.
What problems is the product solving and how is that benefiting you?
It helped customers sending messages directly while accessing our website and their issues are being resolved on the go.
Recommendations to others considering the product:
This App is a great tool for live monitoring and chat with customers.
Fantastic idea, but the website widget could use some work
What do you like best about the product?
First, I love that customers are able to quickly chat with one of our customer service reps directly from our website and receive an immediate response. As someone who's not a big fan of phonecalls, it makes it a lot easier to communicate with our customers instead of constantly being on the phone. Second, I love that multiple agents can be online at once and you can easily see who is handling each ticket. Third, the history aspect is great. We can see missed chats, go back and reference to a previous conversation, or copy and paste answers to similar questions. Lastly, downloading the mobile app has been a huge lifesavor so we can get notified on our phone about an incoming chat if we're away from our desks. It also allows us to answer directly from our phones during off-hours. Overall I think the function of the dashboard website is absolutely perfect and the mobile app is a huge plus.
What do you dislike about the product?
The widget that you can embed on your website could use some work. It's very hard to customize depending on the version of Zendesk Chat you are using. This can cause some headaches if it doesn't look like what you want on your website, although the staff is helpful at answering questions if you reach out to their support line.
What problems is the product solving and how is that benefiting you?
We are now able to answer customer questions immediately from our desktop computers or from our phones. It has greatly reduced the number of phonecalls we receive so it helps keep our office a little quieter and distraction-free. We love the history aspect so you can go back and refer to previous conversations and always have a typed record of each chat.
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