Zendesk Suite
ZendeskExternal reviews
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An Efficient Way to Streamline Communication
What do you like best about the product?
If there are multiple support representatives at your company, Zendesk is a great way to get everything running smoothly under one roof. No more emails sent to individual inboxes - all support tickets in one place that can be viewed by a colleague in a pinch, and distributed amongst the team.
What do you dislike about the product?
Setting up filters/rules for how you'd like tickets categorized can be a little tricky.
What problems is the product solving and how is that benefiting you?
Our goal was to steer away from support tickets going to individual mailboxes, and to keep everything in one place so it could be assigned to the appropriate representative.
Recommendations to others considering the product:
This product is definitely worth the extra time it may take to set up. You can use it at a high level for easy support management, or get super granular by adding filters, labels, categories - you name it. It also can be integrated with the Slack chat program, which has been helpful for our team as it provides an additional way to see tickets being submitted to Zendesk.
Zendesk
What do you like best about the product?
The layout was easy to navigate and it was very easy to use.
What do you dislike about the product?
I didn’t like the search function. It was very hard to find the things I was looking for.
What problems is the product solving and how is that benefiting you?
Customer emails to us.
Zendesk Support is decent!
What do you like best about the product?
I like Zendesk's user interface quite a bit, it is a easy software to navigate. Being able to sync Zendesk with our Customer Success Management platform is a great asset that has proven to be effective in understanding customer health.
What do you dislike about the product?
I dislike the how the "search" function is set up. If you want to export a csv with a list of customer tickets it isn't very helpful. It takes a lot of manual digging.
What problems is the product solving and how is that benefiting you?
Being able to sync Zendesk with our Customer Success Management platform is a great asset that has proven to be effective in understanding customer health. It has allowed our CS team to understand customers that need additional training.
User friendly ticketing system
What do you like best about the product?
I like that it provides a very fluid experience for tracking support and for updating users with statuses.
What do you dislike about the product?
What's not to like? It's truly a user friendly intuitive way to track issues and to provide support.
What problems is the product solving and how is that benefiting you?
Customer/Client inquiry/status, issue escalation, customer and desk support.
Best Customer Support System Solution
What do you like best about the product?
I've already tried two Ticketing System and I must say Zendesk is a complete package. I particularly like the Automation and macros which helps me become more efficient in handling customers emails. The neat looking and straightforward UI makes the learning curve easier. Also, I find the live chat effectively useful to assist the customer in a timely manner.
What do you dislike about the product?
The only lacking feature I notice using Zendesk is that there's no split message function that other Ticketing System Solution has. This is function would be extremely helpful in case of accidentally merging tickets.
What problems is the product solving and how is that benefiting you?
Customer Service and Productivity in general. The insights and analytics provide in depth reports about the performance of agents and the numbers of tickets solved. This feature allows us to improve our overall customer support.
Recommendations to others considering the product:
The trial alone may provide all that customer support features and functionality especially for the beginner.
Zendesk is a great tool
What do you like best about the product?
I love that Zendesk can be integrated with other important tools and includes solid metrics.
What do you dislike about the product?
The search function could be improved, and it's hard to tell when 2 requesters are the same person.
What problems is the product solving and how is that benefiting you?
It helps us track the types of outreach we are receiving and how much it is impacting our customer experience.
Well designed
What do you like best about the product?
Zendesk has a lot of common sense features that make going through a lot of tickets bearable. It also has pretty powerful data analysis told built in which is nice.
What do you dislike about the product?
Sometimes a bit slower than I'd like, but this doesn't happen often
What problems is the product solving and how is that benefiting you?
Large ticket inflow from many different customers.
Solid support system
What do you like best about the product?
It is highly customizable and full of bells and whistles.
What do you dislike about the product?
Layout is a little bit cumbersome / confusing.
What problems is the product solving and how is that benefiting you?
Great that multiple agents can work simultaneously across multiple cities / states.
Recommendations to others considering the product:
Solid and reputable customer support software.
It works
What do you like best about the product?
I have had no issues using it. It works for the purpose we used it as
What do you dislike about the product?
It can be slow at times but the customers didn’t complain
What problems is the product solving and how is that benefiting you?
We didn’t implement for long... newer technology came
Just started using Zendesk
What do you like best about the product?
Zendesk allows me to take multiple chats easily. We have it set up so that we always have the order number and location of the person chatting in, as well as their full name, as we have integrated Zendesk with our delivery driver app. It makes it very easy to quickly pull up order information.
What do you dislike about the product?
No way to quickly reject an incoming chat if I have forgotten to pause myself. The volume of notifications is very loud. I do not have a way to make Zendesk quieter while being able to hear phone calls well. The default Uh-Oh noise is horrendous.
What problems is the product solving and how is that benefiting you?
We are handling driver issues with delivery orders. We used to do this over the phone, Zendesk means we can do it much more efficiently.
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