Zendesk Suite
ZendeskExternal reviews
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Secure Ticketing
What do you like best about the product?
Zendesk is necessary for our on demand consulting business model
What do you dislike about the product?
Sometimes the software breaks or is inoperable and I am not able to access my tickets
What problems is the product solving and how is that benefiting you?
The need to share tickets between employees working in several locations in real time and interact securely with clients without a VDI
Very organized and easy to use
What do you like best about the product?
You can filter emails by oldest or newest and also have an “inbox” of customers you are currently helping.
What do you dislike about the product?
If a customer emails in more than one time, they will be bumped from oldest to newest and can sometimes be waiting too long for a response
What problems is the product solving and how is that benefiting you?
Quick response time, templates are easy to make and use
Huge fan of the software!
What do you like best about the product?
Zendesk is very easy to set up, cost effective and gets the Job done well!
What do you dislike about the product?
There are a few initial quirks when first setting it up but once you learn the system a bit, it is great!
What problems is the product solving and how is that benefiting you?
Being able to report on our consumer emails - so helpful to better understand what we need to do as a company to create the best experience possible!
A complete software for customer support and ticket generation
What do you like best about the product?
Its a very intuitive and useful tool for helpdesk and customer support, specially for the internal users. Every user can work with own credentials and create relationship with each area in the organization trought this software. Its has easy deployment and much easier configuration. Also has a lot of features and analytics for administrators, and you can export the data in a variaty of extensions or formats for QA works.
What do you dislike about the product?
For me is the most complete software so i really don't think in a dislike thing of this. The only thing that i can mentionate is the cost per agent, i recommend that they can offer a discount if you can pay a packet for volume of agents.
What problems is the product solving and how is that benefiting you?
Before Zendesk we management our customer support in a manual way and it was a disaster, we did not have a historic of tickets or statistics for our internal users or for our QA team. Now with this software we have centralized all the information and all the data for our customers, we have tickets for each case and we can work with exactly statistics in the QA area.
Recommendations to others considering the product:
My recommendations is for that users that work in a manual way, with math books softwares or database software. You must change your way and migrate to Zendesk support, worth it. They have a trial version and you can work with all the features in this trial time.
Just an average support tickst application.
What do you like best about the product?
I like zendesk’s easy and simple navigation.
What do you dislike about the product?
I dislike that sometimes zendesk can be really slow due to many opened tickets.
What problems is the product solving and how is that benefiting you?
We are solving our customer’s needs.
Recommendations to others considering the product:
It’s a low cost simple customer interaction application.
Great Tool for managing support tickets
What do you like best about the product?
Ability to set stages and reminders for followups within the tool.
What do you dislike about the product?
Need clearer interface for adjusting settings.
What problems is the product solving and how is that benefiting you?
Better tracking of support tickets to ensure prompt followups.
Recommendations to others considering the product:
Great product, did exactly as advertised.
Best chat platform available!!!
What do you like best about the product?
Zendesk chat is so easy to use and to learn that it makes train a new colleagues a breeze. I love all the features it offers as well as the implementation of the system. It is easy to use on a desktop, laptop or cell phone. The knowledge base is also VERY easy to use and add to as needed! We also enjoyed how other platforms can be integrated into Zendesk, specifically the knowledge base.
What do you dislike about the product?
I hate how you can't have the round-robin feature unless you're a higher subscription type, also some of the reporting was hard to find when new to the system. Also seemed like some of the reporting was not correct or valid.
What problems is the product solving and how is that benefiting you?
Within Zendesk chat were able to train an Implement using chat very quickly. It's very user-friendly and easy to learn and use in the fast turnaround time. Everyone was able to fully see the chat process and implement very quick. There were no bugs or issues during implementation.
Recommendations to others considering the product:
Love how it works with Zendesk and tickets currently in the system
Brings many departments together
What do you like best about the product?
I like that all of our problems and requests are in one place instead of across various google docs!
What do you dislike about the product?
I think that the fields are as customizable as I’d like for our line of work.
What problems is the product solving and how is that benefiting you?
Having one central location to bring together various departments that are all working in the same issues.
It is the best customer service you can have on your website!
What do you like best about the product?
I've been using it for 3 years and i must say that is the best customer service that anyone can have attached to a website, the API is so smooth and not invasive, so it isn't annoying for people who want to ask anything related with a product or just asking for assistance in the website, it is highly recommended for those who want 24/7 customer support, also zendesk is offering a trial so you can test the product before buying it and belive me; you won't regret! buy it with your eyes closed!
What do you dislike about the product?
i do not have anything negative to say about zendesk, i really loved the product, the only small thing i complain about is when i log in on the main page and i'm going to change my requests, it gets a bit slow, but besides that, nothing at all.
What problems is the product solving and how is that benefiting you?
I'm not currently solving any problems with zendesk and i think that in the time that i use it i will not, the most marked benefit is that 3 years from now, my sales have been increasing by 25% thanks to the fact that the client feels safe and cared for when he ask about anything, that is the thing that attracts the most customers.
Recommendations to others considering the product:
There are similar products; but i reccomend Zendesk because it is one of the best things that the internet can offer, it is what people wants; 24/7 assistance, quality support, Great interface and a good price for it.
A very complete customer service tool
What do you like best about the product?
A great tool for ticket/email based support, intuitive sorting and easy learning curve.
Sorting and merging duplicate issues is also fairly simple.
Sorting and merging duplicate issues is also fairly simple.
What do you dislike about the product?
Have to be careful when choosing between internal and external communication, but is easily avoided with some practice.
What problems is the product solving and how is that benefiting you?
This covers all ticket based support across multiple queues and languages (depending on what you use it for), and makes it simple to follow up with ongoing tickets.
Recommendations to others considering the product:
It becomes very easy to use after a short learning curve period. Give it a fair shot.
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