Zendesk Suite
ZendeskExternal reviews
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Customizable Helpdesk with tons of integrations!
What do you like best about the product?
Very customizable! The ability to make workflows of rules is awesome. We use it for custom workflows and triggers to assign tasks to the appropriate groups.
What do you dislike about the product?
A little confusing to set up if you haven't used a product like this before. Webhooks are awesome but need to have a basic of understanding of how they work to use them. The full setup can be a little time sink-ish.
What problems is the product solving and how is that benefiting you?
Helpdesk with built in knowledge base.
The ultimate Ticketing system
What do you like best about the product?
I like the fact that the tickets are streamlined very well. Its organized and makes it super easy for end users to submit the tickets themselves thus making the response time faster. The categories are also super easy to understand while simple enough to not confuse the customer.
What do you dislike about the product?
I dislike the fact that since the tickets are so simple and streamlined t makes our role kinda seem useless. Now what i mean is I usually like writing the tickets myself as i am able to accurately document Information. When the end user does it they may lack the knowledge necessary to accurately fill out their tickets. However I think that's an issue with all ticketing systems that allow users to create their own tickets.
What problems is the product solving and how is that benefiting you?
We solve anything from
Account lock out
Password Resets
Escalations
Printer Support
Limited Application Support
Asset management
Software and Application Deployment
Keeping track of calls
Virus removal
Account lock out
Password Resets
Escalations
Printer Support
Limited Application Support
Asset management
Software and Application Deployment
Keeping track of calls
Virus removal
Recommendations to others considering the product:
If you do not mind end users creating tickets to help speed up SLA's then this is the ticketing software for you
Very Straightforward
What do you like best about the product?
Zen Desk Chat is very straightforward to use for the average user. Has a hot link and you just need to be patient while using it, it takes a bit for it to load. It also comes down to the hours of support on the other side. Most of the time, it has support but alas, it has technical difficulties from time to time.
What do you dislike about the product?
The down times in the chat support and the loading mainframe time.
What problems is the product solving and how is that benefiting you?
Short cuts for those who do not want to be on the phone constantly and also quick help with items and answers.
Zendesk is zenful!
What do you like best about the product?
It’s so easy to set up and the widget is nice! The shortcuts are right at your fingertips. Search history is right there with many filters to choose from. I like being able to see who is on your site right now.
What do you dislike about the product?
Honestly, there really isn’t anything that I dislike! If I had to choose something, it would be that I’d like to have a little bit of reporting (we have the basic package).
What problems is the product solving and how is that benefiting you?
Zendesk
Recommendations to others considering the product:
Absolutely check out Zendesk for your live chat support!
Sleek and user friendly
What do you like best about the product?
Zendesk chat, it is in the name, zen. Using this product to communicate with clients is a dream. It's quick and the analysts are an awesome feature. I like to see where my chats are coming from to better suit our customers since we are a U.S based company and currently don't offer overseas shipping. Many of the features avaible I've not seen in other customer service based programs.
What do you dislike about the product?
I don't dislike much about the products. I think if I had to be picky and say something I didn't like, it would be the color scheme.
What problems is the product solving and how is that benefiting you?
Zendesk chat is designed for chat-based customer service. So I'm assisting customers quickly without long wait times, and much more effectively. I can handle the problem without much small talk or dead air, which can often put-off a customer.
Recommendations to others considering the product:
If your using an old product or one that doesn't keep up with the times, you're missing out. Zendesk is modern and sleek. It shows more analytics than most products I've used with different products. It even connects to Facebook Messanger, so you don't have to purchase another product for social media. If the business is closed and you're still receiving messages, it will be seen as an email in the other portion of zendesk. Making everything sleek and compact actual saves your company time and money because you don't have to train your employees to use multiple systems when communicating with customers.10/10 would highly recommend to companies
User friendly and customer focused
What do you like best about the product?
I love the easy to use interface and how zen desk lets me spend more time with my customers
What do you dislike about the product?
Sometimes slow loading or glitchy which can slow down interactions.
What problems is the product solving and how is that benefiting you?
More time with. Customers
Great Support Channel
What do you like best about the product?
Ease of use, loud notifications, can see info about customers OS, device, location, etc.
What do you dislike about the product?
Can be slow, freezes often, issues with transcripts posting in Zendesk
What problems is the product solving and how is that benefiting you?
Tech support, pricing, general questions
Customer Support Software that has all the features
What do you like best about the product?
The product is web based and flexible based on needs and staff.
What do you dislike about the product?
I would improve the feature set to be more intuitive seems you need to "know" & "research" many features before actually using them.
What problems is the product solving and how is that benefiting you?
We are staying consistent with customer communications and able to track the history of each customer.
Have used Several - Zendesk Chat's the best
What do you like best about the product?
I love how easy this is to train to new colleagues and how quick and responsive it is.
What do you dislike about the product?
Nothing! Zendesk chat is perfect. We never have technical issues and it's amazing
What problems is the product solving and how is that benefiting you?
Great analytics this is amazing for pulling reports.
Zendesk is great
What do you like best about the product?
Easy to use interface, launches quickly and makes it easy to interact with customers and solve their problems.
What do you dislike about the product?
Some lesser used functions can be difficult to find.
What problems is the product solving and how is that benefiting you?
Fixing customer's Internet, phone, and TV problems over chat.
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