Zendesk Suite
ZendeskExternal reviews
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Odd corporate use
What do you like best about the product?
Easy archiving and look up. Allows you to notate accounts.
What do you dislike about the product?
Rep for Zendesk never trained anyone on it. Stated we were using it outside it's intended use. A great looking amd built software. It lags though and I think heavier knowledge would have been helpful.
What problems is the product solving and how is that benefiting you?
Connecting real estate agents with customers and tech support.
Zendesk Support: When your customers feel heard and acknowledged, retention wins!
What do you like best about the product?
Ease of use, training new employees to use Zendesk was easy and simple. It is scalable based on the needs of your company. Zendesk support was great for tracking, prioritizing, and solving customer issues. The ability to apply automatic macros was great and they were easy to create with the help features on Zendesk.
What do you dislike about the product?
The search feature needs to be more advanced. Had to type in what you were searching for and then specify what category it falls under (user, feature, etc.)
What problems is the product solving and how is that benefiting you?
Customers are happy because they feel supported when they send in a ticket and get a response back. Customer support ticket backlog has decreased and so has follow-up time for customer support issues. User retention increases when customers are happy, and we realized that the daily follow up on tickets and status of tracking and priorities for tickets was extremely beneficial to managing our customer support process.
Recommendations to others considering the product:
Easy to use, highly recommend.
Always helpful
What do you like best about the product?
Solid ticket management options, including social media. Support for ITIL and automatic workflows. Good integration options. Zendesk Support lets tickets be raised via the usual array of sources: chat, email, in-app support, social networking websites, telephone, and the web. The company also provides outbound messaging for agents, a self-service portal for the general population, and an open application programming interface
What do you dislike about the product?
It's lack of big business features such as change and asset management. Because of Zendesk's pricing structure, it's important to determine what you'll need before making your purchasing decision. Tally up everything you want and everything you might want and then calculate potential costs. Run those numbers against Zendesk Support's competitors, most of which have set pricing, to see whether this tool will make sense for your budget. If money's no factor, then Zendesk Support is definitely worth your consideration.
What problems is the product solving and how is that benefiting you?
predictive analytics around customer satisfaction.
Recommendations to others considering the product:
While not quite an Information Technology Infrastructure Library (ITIL)-friendly system, Zendesk Support does let you raise problems—something that not all helpdesk solutions offer. The inclusion of such a feature, while not adhering to the entire ITIL methodology, is an interesting one in that it gives customers more flexibility over how to deploy and utilize their Zendesk Support investment.
ZenDesk For Customer Support
What do you like best about the product?
Efficient response mechanism and intuitive user interface
What do you dislike about the product?
Had issues attaching files. Was not able to effectively attach files.
What problems is the product solving and how is that benefiting you?
Using zendesk to communicate with our clients. Zendesk has allowed us to better understand client issues and questions.
Great user friendly interface
What do you like best about the product?
Emails are categorized into different teams and filters automatically, making it the support flow more efficient.
What do you dislike about the product?
Requiring a reason for solving tickets sometimes hinders blocking out an influx of spam mails.
What problems is the product solving and how is that benefiting you?
Solves queries coming into all department such as support, training and products team in one platform.
In House Technical Support
What do you like best about the product?
I like the ease of a large number of users to be able to easily access this tool to submit technical tickets and communication technical issues.
What do you dislike about the product?
I don't like, or may not know how, to review the past tickets that have been submitted.
What problems is the product solving and how is that benefiting you?
We are addressing technical issues and requesting technical support. The benefits realized are the problems resolved using this software. It is thorough in that it provides the tech team to have closure on each ticket and be reviewed on the ticket submitted.
Recommendations to others considering the product:
There should be helpful tips available in order to be able to access past ticket requests regardless if they've been improved or not.
Better than G-Mail
What do you like best about the product?
I love that it's very easy to keep track of conversations with customers. I also love that colleagues can leave an internal note to give a heads up about a situation.
What do you dislike about the product?
A little hard to navigate but I may not be experienced enough.
What problems is the product solving and how is that benefiting you?
I use it to email customers with canceled orders and send them personalized recommendations. I love the ability to create Macros, it saves a lot of time.
Recommendations to others considering the product:
Use it! I wish that there was tracking though to see opens and click rates. Maybe there is, again just getting used to this software!
Zendesk Support Review
What do you like best about the product?
I like that options to receive help through the app are clear, and that I'm able to get help quickly.
What do you dislike about the product?
Sometimes it can be difficult to navigate the website, but with a bit of practice it becomes easier.
What problems is the product solving and how is that benefiting you?
I've been solving access problems at my office with Zendesk.
Zendesk support
What do you like best about the product?
Zendesk support is great for keeping our tech issues logged and productive
What do you dislike about the product?
Ability to export user lists or batch add companies
What problems is the product solving and how is that benefiting you?
Help desk and website support
Easy to use for basic functions, tougher to activate and implement the more targeted features
What do you like best about the product?
Zendesk makes it simple to create, assign, edit, and close a ticket, which are the only functions truly necessary for a customer support service, making simple tasks easier to accomplish in less time.
What do you dislike about the product?
More in-depth features like tag and macros can be difficult to find within the site and not easy to manage like the more basic features.
What problems is the product solving and how is that benefiting you?
I use Zendesk to handle customer onboarding as well as solve customer complaints and field questions. Zendesk has helped me streamline the customer response from my five person team.
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