Zendesk Suite
ZendeskExternal reviews
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Zendesk is the best!
What do you like best about the product?
Its very easy to track the status of tickets and folloups, collaborate both internally and externally.
What do you dislike about the product?
Recipients on tickets, often complain it is not easy to see who else is CC'd on a ticket (despite our adding that information to the body of the ticket, at the top). This results in frequent emails that people think are private, when they are not. Zendesk needs to to better to make this information clear.
What problems is the product solving and how is that benefiting you?
Because we can tag tickets, we are able to gain helpful insights into what issues are frequent.
ZenDesk works well for CS
What do you like best about the product?
It automates most of the process. It is very customizable to fit the companies needs.
What do you dislike about the product?
UI could be improved a little bit. There are some glitches with timing.
What problems is the product solving and how is that benefiting you?
Customer inquiries. We are able to filter inquiries by the department and easily assign them where they need to be.
Convenient and Easy to use
What do you like best about the product?
This is very easy to use and allows us modern opportunity to interact with customers on their terms.
Nice graphing and love the ability to directly chat a site visitor if wanted. Love all the features to see where your customers are located and what they are viewing on your website AND how many times they've visited your site.
Nice graphing and love the ability to directly chat a site visitor if wanted. Love all the features to see where your customers are located and what they are viewing on your website AND how many times they've visited your site.
What do you dislike about the product?
Sometimes the program freezes or kicks you out for no reason.
What problems is the product solving and how is that benefiting you?
Communication with customers! Not everyone likes talking on the phone or making a phone call. They prefer to click the 'chat now' button to have their questions or issues addressed.
Zendesk Chat Review
What do you like best about the product?
Amazing Support Chat platform. I use it daily to handle customer issues. The ability to craft the support environment to be transparent for team members to collaborate is a unique feature that really allows my team to work with each other to best support our Customers.
What do you dislike about the product?
The platform is RAM intensive on the hardware side, have noticed some latency issues when using a laptop with 8GBs of RAM, this has been reported by several of my peers as well. Only seems to be an issue when 3 or more chats are going simultaneously on one machine. Didn't notice this occurring on a laptop that was beefed up with 16GBs of RAM.
What problems is the product solving and how is that benefiting you?
I am solving website and server issues for a hosting company. Our customers are easily able to communicate with the support team and share what they are experiencing through drag and drop capabilities with screenshots and text files. The customer is easily able to pass any vital info to the tech through these methods allowing our support team to more quickly pinpoint the issue and reach a resolution.
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.
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