Zendesk Suite
ZendeskExternal reviews
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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.
Wonderful product
What do you like best about the product?
I really like the way zendesk helps us with support. It is a must -have product.
What do you dislike about the product?
There is nothing that I do not like about zendesk. It meets our needs and more.
What problems is the product solving and how is that benefiting you?
This product helps us with support tickets within our system. It takes a huge burden off of system managers.
Easy and friendly Help Desk tool
What do you like best about the product?
Easy to integrate, easy to navigate tickets and as we us on 10 brands inside the same licence, it is also manageable the ticketing separation by brand.
What do you dislike about the product?
If a customer leaves the chat, but do not close the window the chat reports counts the full time, making KPIs a bit trickier to get right.
What problems is the product solving and how is that benefiting you?
Customers can come to any of the 10 brands, request a chat, and the back end is all managed in one point and an agent can service different customers from different brands at the same time.
Recommendations to others considering the product:
Easy to implement, and quick integration
Best and worthy product
What do you like best about the product?
I like the interface of the chat and it looks so cool and they provide advanced features.
What do you dislike about the product?
Need little improvement in notifications and when customer is in active and also need to add few themes.
What problems is the product solving and how is that benefiting you?
We are making the customers to be in touch everytime we need a call or any update of my product.
Good tool for Service desk and easy to use
What do you like best about the product?
I like Dashboard view which gives simple picture of groups and invidual open tickets, ticket statistics and tickets requiring my attention. Using Views, we can see how many unsolved tickets in each group. Reporting tab gives more data about overall progressive of agents and tickets etc....
What do you dislike about the product?
I do not see any major complaints so far.
What problems is the product solving and how is that benefiting you?
Made it easy, we do not need much efforts to work with this tool
Recommendations to others considering the product:
It will be a good tool for who looking for IT Helpdesk/Service Desk. creating tickets and assign to appropriate teams to further follow up. Dashboard view is very helpful and give quick picture about open tickets, ticket statistics and require attention on tickets of each group. You can customise categories and fields as required. Reporting is amazing feature where you can find all the data to compare your key metrics.
The tool you need for tickets in your company
What do you like best about the product?
Easy to use, is very intuitive i can find every menu in just a second, nice interface that will help you to work more happily.
What do you dislike about the product?
Sometimes i don´t notice when there is a notification.
What problems is the product solving and how is that benefiting you?
Managing tickets that customers of my company are creating related to IT issues.
Recommendations to others considering the product:
Compare this tool with others in the market, ask for a trial version and see if it fits in your company.
Zendesk review
What do you like best about the product?
I like that customer interaction through email, phone, social media, etc..can all be used through Zendesk. In addition, Zendesk provides analytics which is awesome.
What do you dislike about the product?
Sometimes there can be bugs and it is difficult to chase them down for an update.
What problems is the product solving and how is that benefiting you?
Customer relationships through communications and customer support through troubleshooting.
Recommendations to others considering the product:
If there seem to be bugs, call customer support immediately. Even if there isn't a problem it is best to get them on the line to troubleshoot issues in the event that there is a potential issue.
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