Zendesk Suite
ZendeskExternal reviews
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Perfect Customer Support App
What do you like best about the product?
Zen desk gives a customer support platform that is easy to use, presents all the data in one place, allows multiple operators and tracks customer queries.
What do you dislike about the product?
Installing Zen Dest needs a little knowledge of coding.
What problems is the product solving and how is that benefiting you?
Customer ticket service, allows our customers to interact with support agents without having to speak on the phone.
Recommendations to others considering the product:
Its free to use, install the free version first. Its limited to one operator so you can see if it will work for your company.
All arround a complete solution
What do you like best about the product?
Excellent service all arround, fast chat support and various customization features
What do you dislike about the product?
I really dont have major complains to show
What problems is the product solving and how is that benefiting you?
Live chat with my clients, a better relationship with them
Recommendations to others considering the product:
I would actively recommend everybody looking for a live chat solution to try Zendesk
Great Tool for Tracking Customer Interactions
What do you like best about the product?
The ability to easily find previous interactions with the caller.
What do you dislike about the product?
Sometimes there was an issue when the phone was forwarded to my cell.
What problems is the product solving and how is that benefiting you?
We can easily interact with our customers via chat, email and phone all in one place. It makes it easy to keep track of customer interactions.
Best Help Desk Software
What do you like best about the product?
All the available features are good in the application. Automations – Ticket routing, scenario automation and Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM are the best features of this software.
What do you dislike about the product?
Cannot send an automated acknowledge email to the user, when we receive email.
What problems is the product solving and how is that benefiting you?
We have managed Customer Queries Efficiently and Extended support with integrations with many customizations. Easy to set up for the agent and cost-effective.
Great for reporting, not so great on the customer's experience
What do you like best about the product?
I love how robust this thing is. The chat module can be completely customized with color, size, questions, etc., and you can have it only appear to select groups (which can be connected up to salesforce to determine the right groups). It works really well for our tickets and to be able to disposition out our tickets to go 3-4 layers deep into why they're actually chatting in. The reporting is incredible as well. If you're connecting Zendesk up to a BI reporting tool, their API is very robust, and you can pull almost everything that you can dream up through it.
What do you dislike about the product?
The two things that haven't been ideal are the setup required and the customer's experience. This requires an enormous amount of time to setup correctly (months). And unless you have a technical in-house team, you'll be paying a lot money to Zendesk for pro-services (they do have a lot of good crowd-sourced help-articles online which definitely helped). The second was this definitely feels like a tech-support tool. Some might say "well duh, that's what it is." They're right, but the UI and feel of the chat could be better to create a better experience for the customer. When you don't have chat agents online, It doesn't feel like a conversation, it feels like you're creating a ticket that will get looked at soon.
What problems is the product solving and how is that benefiting you?
Customer support and technical services.
Recommendations to others considering the product:
Have a techincal in-house team.
The only way to reach Correspond.
What do you like best about the product?
I like that at its busiest the Zendesk service still makes its understandable and easy to use.
What do you dislike about the product?
I do dislike that tags can be a bit too cumbersome at times.
What problems is the product solving and how is that benefiting you?
We are reaching out to our growing subscriber base and making it possible to be reached even as our numbers increase.
Incredible Productivity tool
What do you like best about the product?
Super simple to get setup and create rules for support request creation and modification. Has completely revamped the productivity here and given our small IT staff control over all requests that come in and stay organized.
What do you dislike about the product?
Email setup took a bit of work, but I think it was probably due more to our hokey setup than anything else.
What problems is the product solving and how is that benefiting you?
Central tool for all of our in house Help Desk.
Making it easy to connect with consumers
What do you like best about the product?
I like how easy the features are to use and how comprehensive they are. Zendesk helps us maintain valuable relationships with our consumers through support on multiple platforms and integration options.
What do you dislike about the product?
I have no complaints about ZenDesk. It has met all of my needs thus far.
What problems is the product solving and how is that benefiting you?
ZenDesk makes it possible to ensure we are connecting reliably and quickly with our consumers. The integration makes it easy to address tickets from many platforms and on-the-go, which helps with our consumer satisfaction level.
Well rounded Help Desk Solution
What do you like best about the product?
Extremely easy to setup our instance and get rules working for support requests
What do you dislike about the product?
Email can be delayed at times. It would be nice to have ways to troubleshoot the email delivery when there are issues
What problems is the product solving and how is that benefiting you?
Simple and thorough Support ticketing solution
Intuitive Client Wiki
What do you like best about the product?
Ability to create easy-to-use knowledge bases for our clients.
Ability to manage user access levels.
Ability to directly embed a variety of smart content, rather than having to link out.
Ability to manage user access levels.
Ability to directly embed a variety of smart content, rather than having to link out.
What do you dislike about the product?
Not very much to dislike so far in my experience.
What problems is the product solving and how is that benefiting you?
We were able to move off an outdated wiki that was difficult to use/update/manage/etc.
Previously had to have separate internal and external wikis for employees and clients.
Previously had to have separate internal and external wikis for employees and clients.
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