Zendesk Suite
ZendeskExternal reviews
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Great platform!
What do you like best about the product?
I like that I'm able to stay in contact with my customers no matter where the conversation has left off.
What do you dislike about the product?
The interface isn't the friendliest. However, the functionality of the service is great.
What problems is the product solving and how is that benefiting you?
I'm solving Saas client issues with this product.
Easy To Use And save all the Recordings
What do you like best about the product?
ticket raising and auto fill form available, help to resolve query on call. Zendesk makes it super simple to switch back and forth between emailing and making internal notes. A single ticket can contain customer-facing communication, a phone call recording and employee-only notes, all of which are vital to managing our customer accounts.
What do you dislike about the product?
Zendesk collapses one ticket into the other and you have to open both to see everything. It's just a little difficult to understand visually. Second, my company used to use a similar system called Help Scout and it was able to tell us when a customer had opened an email from us. Zendesk is not able to do that.
What problems is the product solving and how is that benefiting you?
When we met with our Account Rep to try to get some of the issues worked out, we were told basically that we weren't even supposed to have gotten the level of support we had received, and proceeded to explain how SaaS works (we're a software company, mind you). I think Zendesk simply got too big too fast, and somewhere along the way decided that the businesses using their product aren't important anymore. They lost this long-term customer.
Recommendations to others considering the product:
Sometimes ticket not opening, so we are not able to track that record..
Zendesk Review
What do you like best about the product?
Ease of use, the automation of triggers and macros. Allows transparency with our customers for example they are able to submit and manage multiple tickets via their own section within the support portal that comes with Zendesk. We publish a lot of Knowledge base articles so notifying existing users on new content is key and Zendesk does this very well where it allows the user to follow either users or sections in the community so they simply get an email once a new knowledge base articles is published. It allows our team to work on multiple tickets at the same time all on one screen flicking from one ticket to the next when needed. The integrations to other platforms is seamless like Jira, Aha and SalesForce. The integration with Teamviewer is by far the best however, it allows a one click button to connect into users workstations while logging the session details and any notes that were created while the remote session is connected.
What do you dislike about the product?
The reporting system. The built in reports are weak and you have to build reports to get the data out. For example the SLA times in the reports which filter into the wallboard view are based on 24/7 and not business hours so the figure is always false. The administration of ticket fields is also something I don't particular like. Reason is because we are constantly building the helpdesk and Zendesk there are always changes happening. If we find a new field we think is beneficially while inside a ticket, I would create that new ticket field, come back to the ticket and refresh the entire page which for some reason clears the content already in. This has happened a few times, again only a minor dislike but certainly does not put me off the product.
What problems is the product solving and how is that benefiting you?
Being able to split our VIP customers vs our Free users. Free users get a limited amount of support vs VIP where they get the most attention. ZD allows us to set rules based on these customers sets and even though the free users get limited, the communication is always consistent with Zendesk managing these processes.
Recommendations to others considering the product:
Stop looking at others, you have found the best so stop wasting time and get cracking on implementing Zendesk
Zendesk Review
What do you like best about the product?
It is simple to navigate and review your completed tasks
What do you dislike about the product?
Some glitches occur, but they could always be fixed with updates.
What problems is the product solving and how is that benefiting you?
Customer service questions and any other inquiries about the product we offer.
Zendesk is a fantastic program for all support!
What do you like best about the product?
Zendesk makes it easy to have all interactions with customers in one consolidated platform. We currently use their chat function, email and help center. Zendesk also integrates with other softwares to keep everything in a neat fashion in place.
What do you dislike about the product?
The only issue with Zendesk is their status page sometimes does not update in time
What problems is the product solving and how is that benefiting you?
We are able to pull reports based on ticket fields which help support grow and know the factors that may be impacting our customers.
I used this for start up company was fantastic
What do you like best about the product?
It was easy to use and the help desk were super supportive
What do you dislike about the product?
It was in early stages of zen desk I believe, I was a contractor of a start up insurance company and took the role of implementing this integrate it into the business customer service team.
What problems is the product solving and how is that benefiting you?
It was very new at that time and everything was still in beta however it was fantastic being able to customise and learn a whole new CRM function.
I especially loved the macros and being able to log calls with tickets
I especially loved the macros and being able to log calls with tickets
A platform for a company to reach their customers and help answer question or concerns.
What do you like best about the product?
It is one of the best communication tools I have used with a company.
What do you dislike about the product?
There are times where Zendesk can be glitchy.
What problems is the product solving and how is that benefiting you?
Customers' questions and concerns, internal communication, and tracking for data about issues.
Zendesk keeps me Zen.
What do you like best about the product?
Very user friendly and eliminates emails with this smooth ticketing system. So many great features to use!
What do you dislike about the product?
I can't think of anything I dislike. Zendesk is awesome!
What problems is the product solving and how is that benefiting you?
One channel for ticketing system and allowing others to find the ticket easily to respond. Very organized with tags you can create and templates.
Zendesk is all you need, chat, email, support
What do you like best about the product?
When we switched to zendesk l was surprised how easy to use it is, how you have everything under 1 platform, the autoreply function is very usefull, and the ticket support system is very convenient.
What do you dislike about the product?
it was kind of confusing when the status of tickets from hold to pending, etc it will autoclose tickets and l didn't realized that.
What problems is the product solving and how is that benefiting you?
we like to keep everything under 1 place, having access to customer orders right there is very useful.
Recommendations to others considering the product:
super easy to install.
I use Zendesk as a communication medium for my company and their customers
What do you like best about the product?
I love that there is a place to grab all the data being inputted into Zendesk
What do you dislike about the product?
That sometimes the software can be slow and lag but I'm not sure if that is an internal troubleshooting
What problems is the product solving and how is that benefiting you?
Solving real-time customer calls, tickets, situations, etc.
Recommendations to others considering the product:
Making a tutorial on how to maneuver Zendesk. Zendesk can be complicated for a new user. Good data was exceptionally confusing leaving the first time around
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