Zendesk Suite
ZendeskExternal reviews
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Favorite CRM for customer experience
What do you like best about the product?
-clean UI
-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
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-easy to use
-tons of integrations with apps like harvest capsule slack
-decently priced
-looks clean on user end
-
What do you dislike about the product?
-undoing messages or editing tickets after closed if miscategorized
-faq is a great idea but not totally clean execution
-faq is a great idea but not totally clean execution
What problems is the product solving and how is that benefiting you?
Clean look CRM that is easy to use and integrations with other apps we use
Great Ticketing Tool !
What do you like best about the product?
Easy Ticket creation.
Easy reporting.
Easy to understand.
Easy reporting.
Easy to understand.
What do you dislike about the product?
UI/UX can be better. We should be able to save Internal note and reply.
What problems is the product solving and how is that benefiting you?
Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.
Zendesk is amazing!
What do you like best about the product?
I love that ZenDesk is instant with exchanging responses between customer support and the customer. This is super important for the customer to be able to get timely responses. The best part would have to be the ability to create macros which allow an even more prompt communication and experience for customer.
What do you dislike about the product?
I havent found anything i dislike. Everything is pretty self explanatory as far as the functionality. Zendesk even has a help section built within that you can quickly access for any assistance needed.
What problems is the product solving and how is that benefiting you?
Zendesk is extremely benefical in exchanging emails between the user and customer, it has proven to be an effective form of communcation. It has allowed call volume to go down significantly therefore we are able to focus more within zendesk to respond to customer more timely. The organization and templates of the macros are the benefit! Also, it is very quick for staff to send an email within one universal email address.
Zendesk rocks!!
What do you like best about the product?
I like how easy it is to enter tickets. Also like the UI of the portal. Simply design.
What do you dislike about the product?
I think one think that I dislike is the this ticketing system does not have as many features as Servicenow .
What problems is the product solving and how is that benefiting you?
Opening tickets with our vendor that supports our IT systems. This makes it so easy to keep track of our tickets. I do not have to look thru my old emails to find out the status of a ticket.
Great support platform that doesn't have a large learning curve
What do you like best about the product?
Zendesk Support has been implemented recently in our organization to manage multiple channels of support and we love it so far. The interface/UI is extremely easy to use and you can see when another "agent" in the organization is viewing the same support ticket.
What do you dislike about the product?
I dislike that there isn't the option to chat with another agent on the ticket so you could quickly collaborate and solve the ticket - we usually end up on Slack chatting with one another.
What problems is the product solving and how is that benefiting you?
We have many people needing support from a few different groups in our org and we needed one central place for all requests to sit.
Recommendations to others considering the product:
Definitely have the product demo first and request more info - they were so helpful and supportive during the evaluation process
Zendesk is Great!
What do you like best about the product?
I like the ability to track the categories of my tickets-- or to pass it off to someone easily who can better help that customer. It makes the process very seamless. I also love that I can view the entire email history by searching an email address. This would be impossible in say Gmail or Outlook if that customer was emailing multiple members of my team and we needed a complete history of their conversation. It holds both the customer and the business responsible.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
Also, from a Support side, they are always releasing new updates. The Knowledge Center add-on saves us hours every day.
What do you dislike about the product?
I don't like how it's not seamless to create personal macros and share them with your co-workers. I also don't like that there's not more formatting options. It's really just the bare bones with font size, bullet points, etc. We use an additional server to send out our customized messages, which I think could be done through Zendesk if that was an option.
What problems is the product solving and how is that benefiting you?
Quick customer response times, one inbox for all inquiries (in case someone is OOO, there's no delay), accurate reporting on what our customers ask about the most so we can improve our Help Center.
Recommendations to others considering the product:
I think it makes the most sense if you've got a team of 10+ to utilize Zendesk's services. There aren't any holes from your customer's side in their customer service experience and it improves their response time.
Awesome Help Desk Experience
What do you like best about the product?
We used Zendesk at my current job, we have since switched away to Jira Service Desk. We have lost so much functionality and most of the team wants to switch back, Zendesk does everything we need and more!
What do you dislike about the product?
Cost is why we switched away, Jira is considerably cheaper, however the functionality gap is considerable.
What problems is the product solving and how is that benefiting you?
Support desk, this tool made our jobs easy.
Keeping it simple is always a great thing
What do you like best about the product?
The ease of use with Zendesk Support is always a great experience. From the first time using Zendesk to using it today, the experience is always great! Any user at any experience level can easily learn to use this great product.
What do you dislike about the product?
Don't really have any gripes with the product, to be honest. I only ever run into a refreshing issue here and there but that's about it.
What problems is the product solving and how is that benefiting you?
Solving issues for clients that are using my company's CRM software.
Recommendations to others considering the product:
Highly recommend Zendesk for its ease of use and ability to easily train users on the product.
Easiest Customer Support Application
What do you like best about the product?
Ease of use and ability to keep track of all open, pending or closed tickets in one system.
What do you dislike about the product?
The inability to reply to the email in your normal email account (such as Gmail) and have that update the status of the Zendesk ticket on the platform. Inability to see photos in the email as well, you must check the downloaded attachment every time and it makes it difficult to follow along sometimes.
What problems is the product solving and how is that benefiting you?
From agents all over the SoCal region that need help on an ongoing basis. Easy to keep track of all correspondence with one person, client, agent.
Recommendations to others considering the product:
Improving the integration of attachments or images to the zendesk ticket.
Daily CS through Zendesk
What do you like best about the product?
Very organized and easy to work with. Our main customer care is done through Zendesk.
What do you dislike about the product?
Data and statistics are not reliable and cannot be used to establish a monthly report.
What problems is the product solving and how is that benefiting you?
Customer Care where we receive emails, Twitter direct message from the clients and reply them instantly. there are automated replies and dynamic contents that make the work easier.
Recommendations to others considering the product:
highly recommend using Zendesk for customer care.
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