Zendesk Suite
ZendeskExternal reviews
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Helpful Management of Inbox
What do you like best about the product?
I like that I can work with my team to communicate clearly and effectively to our clients, all while staying on the same page!
What do you dislike about the product?
The language that Zendesk uses had a big growth curve for me. My team uses this service primarily for managing email, so I get confused about what all of the terms mean.
What problems is the product solving and how is that benefiting you?
We have at least two team members who need to be able to view and respond to comments and questions from clients. This is difficult to do in a typical inbox, but with Zendesk, it's not an issue!
Recommendations to others considering the product:
I don't know about other products out there, but once I got used to it, Zendesk has been easy to use and so helpful for my team. Not everyone on my team uses it at full capacity, but recently, have been using it more. I am hopeful that as my team fully commits to its use, then my satisfaction with Zendesk will be even higher. I especially like the Zendesk app. It's streamlined and even easier to use than the online version. My suggestion would be to read through all of the start up guides and really familiarize yourself. It takes a while to understand what all of the terminology means and how it applies to your situation. Also, start with just the basics. There is so much that can be utilized with this software, but if you start with all of it, it could be overwhelming. Although, I don't think my team is utilizing all the features that we could!
A good tool for your company's support tickets, but lacking deeper analytics
What do you like best about the product?
For a support tool, it provides everything you need to assist your customer. You can provide screenshots, attach files, add canned responses, include the answer suggestion widget which allows you to directly link articles from your help center, customer information is visible and you can connect it to your company's slack. It's easy to search through old tickets and there are plenty of views to sort through your tickets. The reporting allows you to compare your company's response time, satisfaction rate and new tickets based off of your industry and company size and there are other high level analytics that are nice to look at.
What do you dislike about the product?
Although there are high level analytics under their Reporting tab, I wish the data dug deeper into the tickets that are coming in from customers. It's not easy to pull reporting if you wanted to for instance,
What problems is the product solving and how is that benefiting you?
Providing customer support through a ticketing system - creates a good way to keep track of previous tickets and responses used to answer similar questions.
Recommendations to others considering the product:
It's a great and very straight forward tool for your customer support needs
Zendesk Support
What do you like best about the product?
Helps manage support tickets for multiple locations.
What do you dislike about the product?
Setup is a little difficult. Takes time to set up the process.
What problems is the product solving and how is that benefiting you?
Support
Best Ticketing system in the market!
What do you like best about the product?
Enhanced customer experience
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
Efficient data capturing
Transparency and accountability
Better reporting and root cause analysis
What do you dislike about the product?
More expensive than its closest competitors
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
The product is too advanced for smaller companies, they could tailor their product to suit the needs of a smaller company, hence lowering the price.
Subscription model per user needs to include all feature, like chat is not "included" in the ticketing system.
What problems is the product solving and how is that benefiting you?
Manual & optional data entry
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Under-utilized system currently in use with a premium price
Lack of repository for incidents
Data consistency issues
Reporting difficulties
Lack of accountability and transparency
Zendesk has been great so far.
What do you like best about the product?
Zendesk allows for optimal phone and email support. We're able to easily come up with ways to format the software around our company needs.
What do you dislike about the product?
Sometimes there are outages at crucial times, or the ability to add more than so many views can be somewhat tedious. Sharing views among a wide variety of our users gets tricky.
What problems is the product solving and how is that benefiting you?
Allowing our best teams to have 24/7 customer support and email support. It also gives us a great case filing system that allows for easy case retrieval when need be.
Recommendations to others considering the product:
Try to come up with custom views to help see what is useful to your company.
Gets the job done
What do you like best about the product?
Super easy set up, reliable, and feature rich. Love being able to add triggers to prompt users to engage.
What do you dislike about the product?
The design is a little bit old-school. Would be nice if it looked a little more modern.
What problems is the product solving and how is that benefiting you?
We use Zendesk Chat to engage with customers on our pre-sales pages. It allows us to answer questions, assuage concerns, and provides an in-person realtime conversion tool.
Good first time experience
What do you like best about the product?
Easy to use and understanding for anyone to jump in and assist.
What do you dislike about the product?
The UI can be improved to make it more aesthetic.
What problems is the product solving and how is that benefiting you?
Zendesk is a tool we currently use.
Easy to learn and easier to communicate!
What do you like best about the product?
The best part about Zendesk Support is that it makes it extremely to communicate needed information to your customers from it's back end. It's chat also requires minimal set up time and you can begin speaking to customers right away.
What do you dislike about the product?
My biggest knock is not actually on the software itself, although, the user interface could be redesigned a bit better for simplicity, but it's actually ZenDesk itself. As a support company, their one dimensional support system does not always seem most effective.
What problems is the product solving and how is that benefiting you?
The biggest problems we're solving with ZenDesk Support is communication directly with customers and pushing content out to help their with our product. The benefits we've realized is that we're able to adjust and upload needed contact quickly and easily and communicating with chat is easier than ever.
Recommendations to others considering the product:
Continue to develop your own support system.
User Friendly Interface
What do you like best about the product?
Easy to track of everything in one place. View the history, customer replies, our answers, assign it to a party, etc. It also allows you to reopen the ticket or pause it to wait for your customers.
What do you dislike about the product?
Not able to search by Group name. You can sort it of course but I always have to scroll down to find that I need. Not a very big issue though.
What problems is the product solving and how is that benefiting you?
We use it to manage our tech support tickets. We are able to track what's happening and the progress of solving the issues for our customers.
Feedback on Zendesk
What do you like best about the product?
great interactive communication for tickets opened which makes customers like easy ,seamless integration with other systems , the use interface can be customized to meet our needs
What do you dislike about the product?
sometimes we have noticed system issues has slowed down our ticket monitoring and updates
What problems is the product solving and how is that benefiting you?
we have been able to streamline our level 2 support model using this product
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