Zendesk Suite
ZendeskExternal reviews
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Zendesk enables smooth support workflows
What do you like best about the product?
Zendesk is an easy-to-use platform for our team to use in supporting our customers. The screens and workflow are simple, easy-to-navigate and reduce the friction in the tools interaction, thereby allowing our team to focus on delivering a great support experience to customers. Multi-tenancy is built in and works like a charm to ensure we are only sharing information with the right customers each time. The marketplace is valuable and allows us to extend the functionality with minimal time investment. As an administrator, I can spend very little time managing the tool, allowing me to spend time in other strategic initiatives.
What do you dislike about the product?
The main downside I see is that long-standing, easy-to-implement features requested by the customers via the community are not added to the product. Several obvious changes which can improve workflows even further or provide better interaction between our company and customers seem like few lines of code for a big functionality return. We are hoping to see some improvements here in reviewing and implementing very popular and highly discussed product features.
What problems is the product solving and how is that benefiting you?
We provide support to our customers through Zendesk. We have it integrated into our product to give customers a more seamless experience when they need support. We also have the integration to our backend engineering system to track and manage escalations which require an audience beyond our support team. We also use the solution for reporting and trend analysis to determine how we will optimize and grow our support resources in the long run.
Recommendations to others considering the product:
When planning to implement Zendesk Support, ensure you have compared the features and functions you need with respect to how Zendesk can meet the requirements. Since our organization needs speed, agility and lightweight integrations, it is an ideal solution. If you need more rigid processes, functions beyond what Zendesk or its marketplace can provide, you may need to consider a heavier-weight product.
Great simple ticket system for Helpdesk
What do you like best about the product?
Able create macro and have user friendly interface.
What do you dislike about the product?
There is really nothing that I dislike about Zendesk, except maybe price is little high.
What problems is the product solving and how is that benefiting you?
Unifiied communication and streamline some of our workflows. Easily document and centralize knowledge base.
Recommendations to others considering the product:
Zendesk Support is great tool and very user-friendly. Require no learning at all.
Use it all day everyday
What do you like best about the product?
Super fast, easy, and lots of tools. I love that it can easily link a customer's email to an account on our website. This means that I don't have to manually type it in and search for it - I just click the link in Zendesk and BAM I'm there. Super easy! Those few seconds saved add up and really help my times and stats.
What do you dislike about the product?
There are times when it's down or has a weird glitch that make working a little harder. For example there were a couple of days when I could not merge tickets or it kept inverting the colors on my screen (weird, I know). It did eventually correct itself, though. The issues only arise once in a blue moon though.
What problems is the product solving and how is that benefiting you?
Like I said before, it makes my job so much faster and helps me to save time on each email. Those seconds go a long way when you're trying to hit a certain number of emails per hour.
Recommendations to others considering the product:
Overall it's great and I think the benefits and ease of use far outweigh the few times when a glitch has made it hard to do my job.
Good for online chat
What do you like best about the product?
Good for online chat...easy to install & use...
What do you dislike about the product?
There is nothing to dislike about zendesk chat...
What problems is the product solving and how is that benefiting you?
Using on our website...
A Great Tool For Customer Service
What do you like best about the product?
I like being able to view customer emails with ease instead of having to use multiple platforms.
What do you dislike about the product?
That it will sometimes refresh the page on its' own without request.
What problems is the product solving and how is that benefiting you?
The only problem is that it will sometimes refresh the page on its' own.
ZENDESK makes Life easier
What do you like best about the product?
It combines all the tickets from each customer together, giving ease to go back in history.
What do you dislike about the product?
When words are searched the result is not shown in any order, it is jumbled up.
What problems is the product solving and how is that benefiting you?
Solving tickets, it makes it easy to view the stats of the tickets solved and pending
Recommendations to others considering the product:
it is a great platform to keep up with customer service.
Zendesk Talk is Amazing!
What do you like best about the product?
I love that it is still functionable when minimized so you can continue working. It integrates with other parts of Zendesk very seamlessly; chat, guide, the ticketing system.
What do you dislike about the product?
I would like to be able to personalize with color and also a different ringtone.
What problems is the product solving and how is that benefiting you?
It has clear quality and doesn't interrupt your other work elsewhere on the screen. Very user-friendly. Our team is also prompted to leave notes which leads to better customer service. Thank you Zendesk!
Support
What do you like best about the product?
Zendesk is our main ticketing system that we use. It is straight to the point, easy to use and work through and very organized.
What do you dislike about the product?
The system likes to crash, freeze and not display viable information.
What problems is the product solving and how is that benefiting you?
Being able to handle our customer accounts in a timely fashion.
Best live chat ever for business
What do you like best about the product?
M using zendesk for my websites it’s helpful
What do you dislike about the product?
I think not negative thing in zendesk I was using that many years
What problems is the product solving and how is that benefiting you?
Using zendesk I got more lead from my money sites
Recommendations to others considering the product:
People using zendesk free live that pack
Easy to use!
What do you like best about the product?
Zendesk is able to do a ton that is vital to CX support needs
What do you dislike about the product?
Product development is often slow and a lot of QOL requests go ignored
What problems is the product solving and how is that benefiting you?
Zendesk can be cumbersome to manage, but it does so much that it evens out
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