Zendesk Suite
ZendeskExternal reviews
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Zen desk is an overall good product, although a bit expensive
What do you like best about the product?
Zen desk provides a Helpdesk solution for everyone.
What do you dislike about the product?
It’s a good price but it’s quite pricey. I wish it had a freemium pricing option.
What problems is the product solving and how is that benefiting you?
It helped us manage our support for our customers.
Recommendations to others considering the product:
Make sure you get what you need. Don’t buy everything without knowning beforehand.
Zendesk Review
What do you like best about the product?
Zendesk can be customized to fit our needs. API hooks make it easy to integrate with our monitoring software.
What do you dislike about the product?
Occasional outages in their "pods" can occur at critical times during the day.
What problems is the product solving and how is that benefiting you?
A central ticketing system for all of our clients. Allows us to process alerts from multiple service centers.
Great ticketing system
What do you like best about the product?
Zendesk is a system very easy to implement into your organization. It takes just a few minutes to have it started. It has a lot of plugins administrators can integrate into.
We really love the mobile app which allows agents to work very flexible.
We really love the mobile app which allows agents to work very flexible.
What do you dislike about the product?
Social media functionality is limited , you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
What problems is the product solving and how is that benefiting you?
Zendesk is our main ticketing system and all the client support is done thru Zendesk. It help us easily look back to the was some tickets were solved and reduce the time to find solutions.
Wonderful, but pricey helpdesk
What do you like best about the product?
The ticketing system is great, especially since it ties in so well with Zendesk Guide and Chat, allowing you to create tickets across the suite.
What do you dislike about the product?
On lower level plans, most ad-ons require you to upgrade.
What problems is the product solving and how is that benefiting you?
We are now able to solve tickets in half the time using Zendesk Support. It is very intuitive and simple for our new agents to figure out.
Recommendations to others considering the product:
Great service if you are willing to pay the extra money.
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.
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