Zendesk Suite
ZendeskExternal reviews
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Best Help Desk Service Out There
What do you like best about the product?
Zendesk has the ability to integrate with so many of the platforms that we're also using, plus our our API system, that we rarely have to exit the helpdesk since we can have everything push within the single platform.
What do you dislike about the product?
The servers have interruption issues more frequently than we would like, which can have a significant impact on our ability to support our customers.
What problems is the product solving and how is that benefiting you?
With Zendesk, we're able to streamily our support structure so that each issue is triaged accordingly by urgency. This has allowed us the ensure major issues are resolved quickly, and has also helped us to significantly improve our FRT.
Zendesk was a lifesaver for our startup
What do you like best about the product?
Before purchasing a Zendesk subscription, we conducted quite a bit of research on other customer support software, and nothing really came close to Zendesk. Things we love about Zendesk: the intuitiveness and robustness of their platform, which is obviously designed with their customers in mind (it's chock full of features and options, but somehow also easy to use and navigate), their reliable and always helpful customer support, their incredible speed in rolling out new features and bug fixes, and their overall dedication to making their product the best it can be.
What do you dislike about the product?
Because they are eager to roll out new features, these features are sometimes buggy at first, but they do get fixed pretty quickly. And because the platform is very complex, it's sometimes tricky to utilize all of the features to our advantage.
What problems is the product solving and how is that benefiting you?
Before we switched to Zendesk, my medium-sized startup was using Gmail to communicate with hundreds of users per week. It was impossible to keep track of all of the bugs and feedback we were receiving, and we had no way of knowing whether a given user had written us before. Since making the long-overdue switch to Zendesk, we have accrued a comprehensive library of macros (stock answers to common questions), developed two self-service help centers for two of our brands, and dramatically decreased the amount of time spent on answering support emails. We've also been able to effectively track product feedback, which has been extremely helpful in informing our product roadmap.
Recommendations to others considering the product:
Immerse yourself in their knowledge base and dedicate a few months to setup. It'll be worth the time investment.
Zendesk one of the best support platform
What do you like best about the product?
I like how it was made and very easy to collaborate with other people to support your clients
What do you dislike about the product?
I dont like the queue on how it was repeatedly goes back to your list after you dispose the ticket
What problems is the product solving and how is that benefiting you?
Provide quick escalatations and collaborations with.m other team
Recommendations to others considering the product:
I recommend this if you are looking for email service support. very customizable and easy to make escalations by adding macros on it
Best ticketing system period
What do you like best about the product?
My favorite is the standard that Zendesk has set in the market so integration and their API is top notch.
What do you dislike about the product?
Sometimes they are slow to implement new functionality that is really needed by user requests.
What problems is the product solving and how is that benefiting you?
This is our main way of taking in customer feedback, input and bugs and keeping track of support. Being able to integrate it into JIRA and our other products has given us a clear way to communicate to customers and keep them in the loop when we update our service to address their needs. Customers love to be kept in the loop and feel like their requests are heard.
Recommendations to others considering the product:
If you want to use a tool that can be integrated and customized with a rich set of applicaitons (both 3rd party and custom) as well as a great REST API, this is the product to choose.
Productive and easy to use system
What do you like best about the product?
I enjoy the layout of the system and it's features. The blended apps that are offered makes things a lot less time consuming when you work with different sites.
What do you dislike about the product?
There is nothing that I dislike but one improvement I would request is the ability to control incoming chats meaning the amount received at a time.
What problems is the product solving and how is that benefiting you?
We use Zendesk to assist our customer with a number of different needs one of which is placing order.
Most efficient CRM
What do you like best about the product?
Zendesk hosts everything on one page - Salesforce records, case history, customer information. It's great to get everything my team needs in one place. I also love that there is a next ticket in view button, because it makes everything oh-so-efficient.
What do you dislike about the product?
Duplicate tickets can be a pain, but it's easy to search and merge them. It would be a lot better if they had a system for matching two identical tickets and automatically merging them. I am a team manager and I do wish the reporting was a bit better. It can be hard to search for bad behaviors that need coaching. Also, the dashboards showing tickets solved should update in real time, not hours later. It's hard to motivate my team if they have no idea how many tickets they've done, and the only way to get it to update within 30 minutes of ticket submission is to include merged tickets, tickets that are "clean up" tickets, and things that don't count towards our productivity. I do not think the Zendesk rep who came to train us was very helpful, but we managed to figure out nearly everything on our own.
What problems is the product solving and how is that benefiting you?
With the help of Zendesk, we're able to get to our clients in a much more efficient manner. It also keeps a very good history of that customer's previous issues, so when we speak with them it can be very easy to look back on what happened and see what they have previously written about. We can build a strong repertoire with our customers, and interact with internal people better than we could with Zendesk. Being able to categorize problems by issue type has greatly helped with our reporting and letting us know where to put our efforts and how to make better business decisions.
Recommendations to others considering the product:
CHECK FOR DUPES!!!
ZenDesk Ease of Use
What do you like best about the product?
I like how easy it is to use and set up. There is also an app that they have to use on your mobile and its just as easy to use as the desktop version
What do you dislike about the product?
Not a dislike but more of a request to have more font options and html for setting up the Macros and signatures
What problems is the product solving and how is that benefiting you?
Customer service and support tickets
Easy to use ticket maintenance and great customer support
What do you like best about the product?
Easy to use and manage. We also use Salesforce integration, and anytime I need support if theres a problem, they are super quick to respond.
What do you dislike about the product?
No rich text formatting. Entering messages can be glitchy at times, I'll be in the middle of typing and the cursor will move to the top of the message. Same thing happens when pasting into a ticket occasionally.
What problems is the product solving and how is that benefiting you?
As a support specialist, I handle incoming questions from our customers. Zendesk is an efficient/preferred solution for our tickets.
Zendesk Chat was everything we needed and more
What do you like best about the product?
I loved that my team was able to conduct more than 1 chat at a time as well as using the macros (Canned responses) for Frequently Asked Questions. It was also really easy to implement.
What do you dislike about the product?
I would have liked to see what the customer was typing before they actually sent their message so we could begin creating a response as early as possible leading to quicker response times.
What problems is the product solving and how is that benefiting you?
We wanted to add an additional method of communication with out customers. We didn't want out customers to feel like they had to call in every time. Chat has helped customers solve problems within a matter of minutes rather than an arduous process of calling in.
Zendesk is the best!!
What do you like best about the product?
It is the easiest to use and setup for end users and techs!!
What do you dislike about the product?
Other systems have not opened enough of the their API in order to integrate better with Zendesk.
What problems is the product solving and how is that benefiting you?
We needed a single Service Desk that could handle both ticket lifecycle and a Help Center. With Zendesk we get both!!
Recommendations to others considering the product:
No need to look elsewhere Zendesk is where it is at!!
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