Zendesk Suite
ZendeskExternal reviews
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Great
What do you like best about the product?
Nice product, could get better with more integration as that would help unleash it’s power. Generates good reports.
What do you dislike about the product?
The User experience and User Interface could be better.
What problems is the product solving and how is that benefiting you?
Support tickets
Take care of your users in real time and increase sales
What do you like best about the product?
Zendesk chat is a valuable tool for help desk. It allows providing information and support to your users in real-time.
You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.
By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.
Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.
You can constantly monitor your visitors seeing the active ones, the idle ones and also the ones who opened the live chat tool. You may also see their referrals.
By opening the panels of users visiting your sites you get many information about the pages they are on and all the ones they have seen. You may also viwe their IP, the browser they are using, their location and other useful information about their devices.
Each visitor has thier history. If you already had contact with someone you can easily check your conversation history seeing the agent and the transcriptions. The conversation could be sent via email.
What do you dislike about the product?
Some useful features are only available for the professional plan (tracking visitors and conversion analytics). If you have other third party to monitor them, you will be fully satisfied by the other plans.
What problems is the product solving and how is that benefiting you?
Quick and easy customer engagement. It makes people feel happier and more secure with a product when they know they can get in touch with someone quickly and easily for support
Recommendations to others considering the product:
I would give this product a chance, especially if you're already using Zendesk.
Clean Interface
What do you like best about the product?
This platform is very easy to use and I like that I can view all past tickets and you can see the events that take place within in each ticket. This makes it very clear as to who made changes and what changes were made in each ticket.
What do you dislike about the product?
There are additional apps that you can use, however, the app I most utilize, "Solved Ticket Progress Bar", does not track the number of solved tickets accurately. I do like the memes when you do hit your goal.
What problems is the product solving and how is that benefiting you?
I am able to resolve customer issues quickly and set certain tickets as pending so that I may follow up on that ticket.
Recommendations to others considering the product:
This is a really great way to track what questions are coming in so that you can view trends in service. It also tracks what users have made edits to each ticket. It also clearly shows what tickets are open or pending and to whom they are assigned and what is being worked on to complete each ticket and address each customer question. The data acquired is fantastic and shows how many tickets you've completed and the ability to add tags helps to organize what each ticket was mainly about. You also have the option to create macros which make it easier and faster to respond to students when asked questions that are easy to answer or have been asked often. I would recommend using Zendesk if data tracking is important. The ease of use of the platform is great as well. There are a few times where I've experienced Zendesk being down but does come back online within a few hours usually.
Great reporting and integrations!
What do you like best about the product?
I joined an organization that didn't previously have a help desk, or a help desk workflow. The solution was a Slack channel where people posted their requests and they were responded to ad-hoc. I was able to quickly get the team set up with a Zendesk account and use existing API/account connectors to turn the current workflow into a workflow that sends tickets from Slack to Zendesk based on a user's message reaction. Another message reaction closes the ticket. I now have reporting on response times, ticket repetition, and major incidents with no change on the user end.
What do you dislike about the product?
There's not much to dislike. Zendesk is priced great, works well, and gives me the data I need to reach my performance metrics.
What problems is the product solving and how is that benefiting you?
The issue was getting metrics from the current support workflow without interrupting or changing user interaction too much. I was able to implement it perfectly and can now extract metrics from Zendesk on the back-end.
Recommendations to others considering the product:
Try it! It's easy to set up!
Zendesk is what we needed to integrate our support
What do you like best about the product?
It is complete. As far as support representation work is concerned, it is simple, to the point, and it integrates well with many tools because it is such a large company, Our company has been using Zendesk for 8 years, Zendesk as a tool does what it is supposed to do what should he do
What do you dislike about the product?
Some of the basic settings are so deep and so extensive that you will spend hours reading the Help articles to understand how to customize your ticket form. It is NOT friendly for small businesses.
What problems is the product solving and how is that benefiting you?
is a great intuitive, dynamic and easy-to-use customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations.
Zendesk is easy to implement and with adaptable prices. I have recommended this tool to several friends for their organizations.
Grat product
What do you like best about the product?
I enjoy the platform overall. I find it easy to get around and search in.
What do you dislike about the product?
When a customer can close out their own ticket accidentally yet need a reply. I wish there would be an option for 'do you need a reply?' when the customer finishes their question.
What problems is the product solving and how is that benefiting you?
Order issues, overall customer support. It feels a bit like a chat which makes it feel more approachable.
Recommendations to others considering the product:
Go for it! It works well and has some great features for customer support.
Excellent Cloud App for support and live chat
What do you like best about the product?
The best thing about Zendesk is its integration with e-commerce platforms without the need to know programming languages.
What do you dislike about the product?
I do not dislike the application at all, however, I would like it to have much more features for the same price.
What problems is the product solving and how is that benefiting you?
I've solved doubts of my clients and I have supported them in an interactive way at the moment they need it through the chat on the website.
Recommendations to others considering the product:
If you need a fast solution for your website and your customers, chose Zendesk chat, you'll get it really fast and installing it is very funny.
Zendesk
What do you like best about the product?
I love the simplicity and the many different features it provides to the Administrators.
What do you dislike about the product?
I don’t like the fact that you are not able to look back at different tickets you’ve from along time ago.
What problems is the product solving and how is that benefiting you?
We use Zendesk as a ticketing agent to allow user to connect with us.
Zendesk Review
What do you like best about the product?
The capability to create macros and filter folders for different cases of issues.
What do you dislike about the product?
The accuracy of filtering into sub folders but I believe that's inevitable.
What problems is the product solving and how is that benefiting you?
Massive clutter of emails and concerns all in one place and then subfolders to organize cases by urgency.
Recommendations to others considering the product:
Great for customer service/ helpdesk teams to answer and solve cases in a more effective way.
Zendesk Support makes Managing Tickets Easy
What do you like best about the product?
Zendesk Support is super easy to use. I can update tickets from my desk via the website, my phone via the app, and even by simply responding to the emails generated by the system.
What do you dislike about the product?
I've had some trouble sharing tickets with other support teams in the past, but Zendesk seems to have fixed this problem
What problems is the product solving and how is that benefiting you?
We now have a single helpdesk service here at work, we can assign tickets back and forth between different support teams, which we were never able to do before.
Recommendations to others considering the product:
You will love it!
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