Zendesk Suite
ZendeskExternal reviews
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Great helpdesk tool for call center management
What do you like best about the product?
The call center management aspect is extremely thorough and useful. A lot of the management
What do you dislike about the product?
The ability to have document storage would be very useful for this tool, just based on our workload it would be very useful if this had such capability
What problems is the product solving and how is that benefiting you?
We use this primarily for our helpdesk and customer self service applications. It allows us to easily manage our workflows and make sure that tickets are being properly triaged and worked on correctly
Zendesk is a great tool with many ways to improve on it
What do you like best about the product?
I like that zendesk has become the top ticketing software in the world. It's ease of use and that so many orgs use it, makes it one to become familiar with.
What do you dislike about the product?
The thing that I dislike that it does have its fair share of random bugs, but that's typical of software and it's hard to run a software thats run on the cloud and not have some issues.
What problems is the product solving and how is that benefiting you?
Zendesk is the software that ties in all of our customer support tickets which is great to make things easy to oversee for everyone.
Great, multiuse platform for support
What do you like best about the product?
I love the ability to communicate with customers via multiple channels without having to create profiles for each channel.
What do you dislike about the product?
I don't like that the "play" feature allows multiple people to open a ticket at the same time.
What problems is the product solving and how is that benefiting you?
We use it for all of our non-social customer support. One of the best benefits involves multi party cases and the ability to link multiple tickets to a master/parent ticket for easy visibility.
A support infrastructure that greatly empowers all of our users
What do you like best about the product?
I liked the easiness of setting up and getting things going with Zendesk. Support is easy to use from day one, but gets more useful the more you use it. It's flexible and able to accommodate complex tasks, but you don't need a Zendesk masters degree to figure it out.
What do you dislike about the product?
Zendesk Support isn’t perfect and has some obvious drawbacks. We need to admit that there are some troubles with notifications because we don’t get them in time. There are cases when we get notifications about tasks that we have already finished or vice versa. It is very annoying and causes many inconveniences. Moreover, mobile application should be also improved, because there is a problem with a preview option.
What problems is the product solving and how is that benefiting you?
There are no doubts that Zendesk Support service makes work easier and faster. It is great that we can customize everything in order to our needs or clients’ requests. What is more, Zendesk Support is easy to use, so you can track e-mails and conduct personalized campaigns. Zendesk cuts down on time spent responding to customers through the use of automatic replies and macros. Zendesk removes the clutter of having all inquiries in your inbox by having them routed to the Zendesk inbox instead. Allows for creation of a customer service portal that is customizable. Ticket creation gives customers peace of mind that their request is being addressed.
Recommendations to others considering the product:
If you were in an organization that was strict on ITIL, there may be some features that aren't up to par, but as long as your organization has some flexibility, and you're willing to dig in to the automations and triggers, you should be able to get around most of the issues.
Zendesk Chat-An Excellent Support Tool
What do you like best about the product?
Zendesk chat allows us to embed a chat widget on our site, and when someone visits the website, we get a chance to engage them via a live chat. At the Zendesk dashboard, we get important client information like which page the client utilizing the live chat is at. We also love the fact the software supports file sending, and clients can offer pictures or screenshots when they are asking for help from us. Additionally, the chat ratings offered by Zendesk chat are the perfect means to get reliable feedback on how the support has been performing. The ratings play an important role in helping us create support content to our clients.
What do you dislike about the product?
Zendesk chat is an incredible software that offers the fundamental requirements of our support system. Unluckily, the most important functions are found in the high premium, and the essential features like chat support are not directly integrated into a single dashboard. The software has an all-inclusive and easy to use report session. Nevertheless, when it comes to transferring information, the tool doesn't allow us to choose the starting date for documents in CVS. For this reason, every time we need a ticket report, we are forced to retrieve information from the previous history.
What problems is the product solving and how is that benefiting you?
Triggers are important in any business, and this assists us in benefiting from automation, in a sense that when we are not online, the visitor will receive a welcome text or leave the contact information. This is good instead of the client leaving without contact information. Even when everyone is offline, the visitors will be served immediately we come online. With this tool, we can use live analytics and tracking functions when using the paid version. It also permits different incorporations and some add-ons like Google analytics.
Recommendations to others considering the product:
If you are a company that communicates with clients a lot and conducts live chat client service regularly, Zendesk chat is all you need. This is an incredible tool when it comes to flexibility and the ease it offers to the organization and its clients. With this great tool, you will easily have your clients flocking to you for assistance with various problems, so offering the best business. It is an easy to use tool and does not require any prior technical knowledge.
All encompassing platform for CX
What do you like best about the product?
I like that phone calls and emails are all in one platform!
What do you dislike about the product?
I wish the application could sync with my company’s user database better
What problems is the product solving and how is that benefiting you?
None!
Recommendations to others considering the product:
It has great backend tagging and reporting
VP Customer Success
What do you like best about the product?
This is a great tool for customers to report issues, track products, and ensure everyone is in the loop.
What do you dislike about the product?
We are a smaller company and it often feels that we aren’t a priority.
What problems is the product solving and how is that benefiting you?
We use them to ensure our tickets flow properly and we can collaborate well internally.
Great software, could be even better
What do you like best about the product?
I like how well organized all the support requests are, it was easy to find everything. The user experience was well-designed.
What do you dislike about the product?
I think it has the potential to add more features.
What problems is the product solving and how is that benefiting you?
Zendesk helps us respond to each and every request in a timely, organized manner, which has given us immense benefit in customer service.
Recommendations to others considering the product:
Zendesk is a great platform, just make sure you have an entire team working on support rather than just one person. When your company only hires one person to run support for two applications and hundreds of thousands of users, it doesn't matter how organized the software is because it will still be impossible for you to keep up with the thousands of requests that get submitted every day.
Great ticketing system
What do you like best about the product?
Easy to work with. Real-time update. Zero downtime so far.
What do you dislike about the product?
When the user types the zendesk email to send a new ticket the cached address opens up the old ticket.
What problems is the product solving and how is that benefiting you?
All technical issues. Easy to keep track of all the issues.
Solid, Consistent, Not the Easiest to Navigate
What do you like best about the product?
Zendesk Chat is easy to use and consistent in its delivery.
What do you dislike about the product?
The options in the left-hand menu aren't as intuitive as possible, so it is easy to lose track of which page you need.
What problems is the product solving and how is that benefiting you?
We use Zendesk as our first-round customer service vehicle. Zendesk allows us to serve multiple customers at once, as opposed to phone operations.
Recommendations to others considering the product:
For those using Zendesk, make sure you log out when you need to get off, otherwise you will receive offline messages from trolls.
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