Zendesk Suite
ZendeskExternal reviews
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The heart of our customer support team
What do you like best about the product?
Love that you can pass a ticket from one user to another
What do you dislike about the product?
I don’t like the the tickets sometimes show up in the junk box due to email serrings
What problems is the product solving and how is that benefiting you?
Communicating re technical issues and onboarding for clients
Recommendations to others considering the product:
Pricing can get expensive with lots of licences
Zendesk cloud support
What do you like best about the product?
Zendesk is a great cloud based software used to turn ticket times around faster and efficiently.
What do you dislike about the product?
Few login issues..mostly new users. Once they got into the portal it was user friendly.
What problems is the product solving and how is that benefiting you?
Customer support to turn around fast response times
Recommendations to others considering the product:
Users must know the cloud database.
The best ticket management software in my opinion
What do you like best about the product?
This software, in addition to helping us manage tickets, could also be used to respond to FAQs. It can also connect with social networks to answer customer questions from there.
What do you dislike about the product?
The interface is sometimes a bit confusing for new users. It is not as intuitive as it could be.
What problems is the product solving and how is that benefiting you?
Now our response time is better than when we responded via email.
Recommendations to others considering the product:
For me, it is the best customer service for our website.
Very Practical
What do you like best about the product?
Zendesk Chat is a very practical chat tool that not only properly notifies you when you get a chat, but I love that it shows you who is active, who is IN a chat, who is "Away"; it also shows you the statistics of how many chats you have received throughout the day.
What do you dislike about the product?
It would be awesome if the Zendesk Chat tool would have the option of having a chat bubble when not in the chat tab. But besides that, I am very happy with it.
What problems is the product solving and how is that benefiting you?
It is very easy to use and it is great at notifying us when we get a chat from a client. Work is made easier with it. Also, the app is amazing. Very useful.
Recommendations to others considering the product:
It is great for any company that uses chat support. Very stable and has never given us any issues.
Best Customer Support Software
What do you like best about the product?
I like their knowledge base system and their automatic reply module. It is easier to predefine the answers to the common questions as well as to view the most popular questions.
What do you dislike about the product?
It has good support and their technical integration team is also supportive. Right away we can schedule a demo with them.
What problems is the product solving and how is that benefiting you?
Chat support at the website, automatic reply on the products delivery and product tracking status related questions handling.
Recommendations to others considering the product:
They can integrate the product reviewing right away in the chat same as Amazon is doing. This will help customers to raise tickets or ask questions about the specific product.
Solid Chatbot
What do you like best about the product?
We primarily use Zendesk Chat because of it's integration with Zendesk Support. Everything we do with Zendesk Chat can be saved and transferred as a ticket into Zendesk Support.
What do you dislike about the product?
I wish the Zendesk Chat bot would be smarter, it can start a conversation but that's about it.
What problems is the product solving and how is that benefiting you?
Zendesk has allowed us to streamline our customer service all under one window. This has increased our customer retention and sales.
Pretty good way of interacting with customers
What do you like best about the product?
Layout and design looks pretty clean, you can merge tickets, it can be integrated into other software
What do you dislike about the product?
When customers write in multiple tickets, it's hard to toggle back and forth between them
What problems is the product solving and how is that benefiting you?
Addressing customer issues, it's the main way we communicate to help them
Recommendations to others considering the product:
Haven't tried its competitors but it's a good way of interacting with customers
ZenDesk Ticketing System Review
What do you like best about the product?
Very interactive ticketing system with many add on.
What do you dislike about the product?
Not so easy to use. The reporting is not so good.
What problems is the product solving and how is that benefiting you?
We're using it for our customers and for internal use too.
Zendesk makes our Support Team amazing
What do you like best about the product?
Zendesk is the best tool for a Support Team. It really makes it easy for our team to hit internal SLA support goals. Zendesk keeps us to keep our customers happy in a time effective manner. Also, we're able to properly integrate with many other tools and parts of the organization to ensure there's no slippage.
What do you dislike about the product?
There's not much I don't like about it. Many a few more cool integrations?
What problems is the product solving and how is that benefiting you?
Keep our customers happy with world-class support.
Recommendations to others considering the product:
Dig into the training and help docs. So many cool things you can do with it.
Zendesk Provides Strong IT Support
What do you like best about the product?
Zendesk Help Center is a very powerful tool for our company. There are strong customization fields that we use where frequently asked questions become available in a searchable format. Zendesk Support also allows the very strong functionality with tickets. Ticket can be entered through multiple channels including chat, email, in-app support, social networking websites, telephone, and the web. We also use the outbound messaging system for all of our call center agents. We utilize the self-service portal. When tickets are entered into the system, the system allows for our agents to add notes and other vital specific information about the client.
What do you dislike about the product?
The ramp up and training on this system is a bit cumbesome. We had many of our staff complain about multiple email replies and new tickets which were somehow duped or triped for the same open case. This was solved with some additional training but it is a common complaint. We also have many cases where tickets were mislabled as far as there severity of issue.
What problems is the product solving and how is that benefiting you?
Our customer Zendesk Support has really beefed up our ability for client tickets be raised via the usual array of sources: chat, email, in-app support, social networking websites, telephone, and the web. WE are now also able to provide messaging to clients for our agents. We are now able to provide self-service portal for clients. The system allows for an open application programming interface (API). Tickets are able to be provided through all different portals including email, text, chat and phone calls. Once a ticket is entered, it is quite simple for our reps to add notes and additional information for the client.
Recommendations to others considering the product:
Be sure the API and other legacy systems are integrated. Consider several other options as there could be other solutions that offer many of the same features that integrate with legacy systems better.
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