Zendesk Suite
ZendeskExternal reviews
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Zendesk has streamlined communication between our support staff and our customers.
What do you like best about the product?
All of our support requests are consolidated into a single system (no more shared mailboxes, hooray!).
What do you dislike about the product?
It can get very expensive, very quickly as you add users and as you want access to more features.
What problems is the product solving and how is that benefiting you?
Our team used to use a shared mailbox to handle support requests (yuck!). We had multiple support team members working on the same support request at once. When a team member was absent, nobody knew what they were working on. Zendesk has helped us consolidate our support requests, has created accountability among staff members, and has greatly improved our efficiency.
Recommendations to others considering the product:
Zendesk will improve your support team's internal and external communication. We can't picture our life without it, but it can get very expensive as you grow.
Zendesk
What do you like best about the product?
What I like is how well organized is the information inside the software, you can have archived emails and look for them in a rush, every contact information and interaction is saved and I can say well kept. It is easy to use once you have mastered it, The automated responses that you can save in Zendesk helps you save a lot of time, we can answer any request in real time and also integrates delightful with other apps. Functionality wise is amazing. Clean interface. The ability to merge several requests into one helps give support right away without the user having to be writing several times.
What do you dislike about the product?
The only Con I can think about is the outages that it experiences every once in a while, sometimes it goes down for a large period of time and can be a bit frustrating, also sometimes it got stuck maybe because of the flow of requests but this actually is not that frequent. To master Zendesk you will need to invest time to get to know every feature.
What problems is the product solving and how is that benefiting you?
Support and efficiency since we can answer right away because there is no problem when a request comes in. Efficiency because since it integrates with other sites we use to work helps us do our job in a smooth way.
Recommendations to others considering the product:
I highly recommend this software to optimize customer support, it gives you everything you wish in a support software, great integration with other softwares and sites, Real time requests, organized information and more.
Zendesk user experience
What do you like best about the product?
You can track the status of your tickets submitted, how long ago they were created, and how recently they were addressed/if they were resolved
What do you dislike about the product?
You don't have a way of knowing how long until your issue will be looked at or resolved
What problems is the product solving and how is that benefiting you?
Resolving employee IT issues. We've gained improved completion rates and tracking of status/assignment of tickets.
Recommendations to others considering the product:
This is great for creating structure around employee IT issue help
Zendesk offers great help desk support tools
What do you like best about the product?
Installation was a breeze and overall maintenance is minimal
What do you dislike about the product?
Documentation was lacking in some areas but overall good
What problems is the product solving and how is that benefiting you?
Helped us tools are a major bonus for any company
Recommendations to others considering the product:
Try it it's worth it trust me
Easy to Use
What do you like best about the product?
Ticket management, assigning tickets and predefined responses
What do you dislike about the product?
Not very modern UI,
Needs more features.
Needs more features.
What problems is the product solving and how is that benefiting you?
Helpdesk users ticket management.
Zendesk Support is helpful
What do you like best about the product?
I like the fact that it helps us relay messages to get assistancae with tickets and issues
What do you dislike about the product?
I dislike the respons time sometimes because it takes to long to receive a reply
What problems is the product solving and how is that benefiting you?
I resolve help tickets. It keeps my tickets organized and stored securely
Customer service tool
What do you like best about the product?
That I can assign the tickets too diffent teams
What do you dislike about the product?
I find adding graphics to the signiture is really hard
What problems is the product solving and how is that benefiting you?
Helps us to act within. Sla for our customer service and fraud teams
Recommendations to others considering the product:
Use it for customer service you can’t go wrong
Simple to use and does the job
What do you like best about the product?
The program is easy to use. Generates reports that are easy to follow and can be customized. Good for team communication.
What do you dislike about the product?
Would have liked the price point to be a little bit lower.
What problems is the product solving and how is that benefiting you?
This was used in a team of 10 and was sometimes hard to communicate all items on the schedule for the day. This made it much easier to use.
Zendesk has SO many user-friendly add-ins and fewature
What do you like best about the product?
I loved that build-it yourself reporting features. We had a person who could easily build reports for whatever we needed. searching through interactions was also easy and FAST
What do you dislike about the product?
Some of the reports that were out the box were not really useful.
What problems is the product solving and how is that benefiting you?
we were doing phonecalls, chat, and email support for customers. It was easy to manage a few tasks at once if needed
Recommendations to others considering the product:
It has a user-friendly interface and is highly customizable.
Amazing service!
What do you like best about the product?
This product flows so seamlessly and has rare slowdowns
What do you dislike about the product?
It can be difficult to learn at first but then it’s great!
What problems is the product solving and how is that benefiting you?
Having customers ask a question and having a software that allows it to be answered quickly is so helpful!
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