Zendesk Suite
ZendeskExternal reviews
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Easy to Setup
What do you like best about the product?
Zendesk chat is easy to setup and integrates itself perfectly if you're using Zendesk Support.
What do you dislike about the product?
Zendesk Chat can start up conversations without a human but does not have any bot like features past that. I wish it could pull answers from a FAQ page to help customers with basic questions.
What problems is the product solving and how is that benefiting you?
Zendesk Chat has allowed us to answer small simple questions from customers without having them bog down our phone lines.
This is definitely leagues beyond any other help desk software I've experienced in the past.
What do you like best about the product?
My favorite part about zendesk is it's ability to utilize multiple social media platforms to connect and communicate with the end user.
What do you dislike about the product?
The network seems to be a bit slow at times.
What problems is the product solving and how is that benefiting you?
Instead of using different strategies and multiple platforms to be at the best convenience to the end user, zendesk combines all points of contact into one solution, essentially being a "one-stop shop" for support needs.
Zendesk is easy to use!
What do you like best about the product?
I like that you can see who a visitor is and their issue before accepting a chat. This works well for a department who has several reps assigned to different regions. We can choose to accept a chat from our own book of business and not others'.
What do you dislike about the product?
There is nothing I discovered that I didn't like.
What problems is the product solving and how is that benefiting you?
Being able to give members another outlet to reach assistance from the company. It allows a quick way to give members a link to a webinar in progress or other resources, rather than sending an email.
Average Service
What do you like best about the product?
It works well for what it's made for and that's to store support emails and keep them organized for future reference.
What do you dislike about the product?
I dislike that I have to do more than the system does. I feel as though it does nothing to integrate with other services like gmail or your regular email and it seems annoying to have to go into the website in order to respond to support requests.
What problems is the product solving and how is that benefiting you?
We are solving our organization issue with support emails because there are 12 different support agents on the email and for the longest time no one knew if anyone answered the user or 3 people would answer the user and that makes everything complicated. I've realized that Zendesk Support's triggers help immensely with a problem such as this one. It's triggers and automations take a bit to tweak, but are awesome!
Recommendations to others considering the product:
I recommend taking your time to fully understand Zendesk. Their articles are lacking a bit with up-to-date information, so there are a lot of things that you're going to need human help with.
#1 Ticket Management Software
What do you like best about the product?
Zendesk allows us to organize and solve our customer service tickets all under one window. We can also help and customer and pass along information to other agents by adding notes to a customer's account.
What do you dislike about the product?
In the main window, there is no way to view all tickets while being able to differentiate the different brands. I wish I was able to have different colored tickets for different brands.
What problems is the product solving and how is that benefiting you?
We have multiple brands and services and Zendesk has allowed us to merge all our customer service networks under one window.
streamlines the user experience
What do you like best about the product?
We like that program incorporates all the small details like sending a confirmation email after all the support notes are entered
What do you dislike about the product?
We do not like that there Is not a back up if the system goes down. This can be a huge problem for customer experience.
What problems is the product solving and how is that benefiting you?
We are using it for customer service for a major retailer.
Recommendations to others considering the product:
continue innovating and coming up with new
Intuitive and Simple for all parties
What do you like best about the product?
* The support software benefits both our internal and external customers
* The setup is intuitive
* The user interface is easy to navigate
* The setup is intuitive
* The user interface is easy to navigate
What do you dislike about the product?
The software can be a little too simple at times and there is some functionality that is lacking, but there is a workaround when using the API.
What problems is the product solving and how is that benefiting you?
Being able to communicate properly with our internal and external customers while collecting important data.
Zendesk self help
What do you like best about the product?
I like the ease of set up. I find that because it's directed for self help it eliminates phone calls to our company. Great tool to have in your arsenal, especially when it comes to customer service.
What do you dislike about the product?
When needing help with Zendesk I've found the help support is not as readily available. Hard to find answers I need when searching their website.
What problems is the product solving and how is that benefiting you?
Customers can easily answer their questions online now without having to call into our office. It cuts down on phone calls for simple questions and free's up our tech's time for more involved support issues.
Great support ticketing platform. Help Center modifications work well
What do you like best about the product?
Zendesk had changed their format of their 'Help' and article section to what it is now known as the Help Center. Format is easy to use, and update.
What do you dislike about the product?
The add on sidebars (for Highrise, etc.) don't always work well.
What problems is the product solving and how is that benefiting you?
Customer Support and onboarding
Using Zendesk to Field IT Requests
What do you like best about the product?
*Software is easy to use and learn.
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
What do you dislike about the product?
As with all technology, this took a while for the teachers to adopt. Some were reluctant to submit IT request this way and preferred to come up to me in person instead.
What problems is the product solving and how is that benefiting you?
*I now have a way to track incoming requests, update my colleagues on progress of the ticket, etc.
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
*This also encourages colleagues to trouble-shoot their IT issues first before submitting a ticket. Most issues could usually be solved independently
*Since I teach full time, using this program reminds colleagues to respect my time instead of coming to me when class is in session to ask for IT help
Recommendations to others considering the product:
I did a trial run of this program with select teachers who are more tech savvy and who I know would be more open to use a ticketing system for IT requests. They can then champion for the use of the program on my behalf.
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