Zendesk Suite
ZendeskExternal reviews
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long time zendesk user
What do you like best about the product?
the ability to batch update tickets and merge user accounts seamlessly, as well as multiple ticket tabs makes life easier:)
What do you dislike about the product?
not being able to customize the layout/format of the page itself, sometimes while working on a macbook air having to scroll to see the rest of the ticket details is frustrating.
What problems is the product solving and how is that benefiting you?
we're in the process of a wind down, so being able to quickly access and reference a cx's history is crucial when refunding orders.
Recommendations to others considering the product:
learn the keyboard shortcuts and how to create your own macros!
Zendesk
What do you like best about the product?
I love the integration between emails and users. This system has made collaboration so much easier!
What do you dislike about the product?
I haven't found anything to dislike yet!
What problems is the product solving and how is that benefiting you?
This has mainstreamed our ticketing system with our emails and communications with our clients. Zendesk is cutting our time in half!
Recommendations to others considering the product:
Zendesk has so many features and can become your complete system all in one place! Use it!
So happy to be with Zendesk!
What do you like best about the product?
There are so many elements!
I love ZenChat, it has completely transformed the way our live chat support operates. I love that we can customize a widget that will allow customers to quickly search for their answers in our FAQ before starting the chat.
I also really love our FAQ with Zendesk. Previously, we had no way for customers to search aside from category. Zendesk's smart search in the help center is amazing, and is revolutionary in our business's ability to provide excellent customer service.
I love ZenChat, it has completely transformed the way our live chat support operates. I love that we can customize a widget that will allow customers to quickly search for their answers in our FAQ before starting the chat.
I also really love our FAQ with Zendesk. Previously, we had no way for customers to search aside from category. Zendesk's smart search in the help center is amazing, and is revolutionary in our business's ability to provide excellent customer service.
What do you dislike about the product?
There are a few things that I wish Zendesk would implement. We are still implementing, but when we attempted to turn on the ability to forward emails from customers and turn them into tickets, it created a big mess. Zendesk tickets were duplicated and it resulted in a lot of errors.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to track and analyze our data from chat and tickets. We are able to pinpoint where we need to improve, and then make changes (ie have more chat agents, work on faster ticket closing time, or create more FAQ entries). Zendesk has saved us time and headaches and our support staff has been ecstatic to switch from our previous provider.
Great Support Desk System
What do you like best about the product?
Easy to communicate with customers, work remotely, reference historical data and share information with colleagues
What do you dislike about the product?
Sometimes pods of service can go down and be inaccessible for periods of time
What problems is the product solving and how is that benefiting you?
We need to provide technical support to customers using our software. ZenDesk allows us to archive and review historical data, log information about their account, easily collaborate with team members, and share screenshots with customers.
Recommendations to others considering the product:
Excellent platform for client communication and team collaboration. Would recommend!
Bring the Zen to your Desk
What do you like best about the product?
I love the fact that Zendesk takes the time to not only listen to their customer feedback but that they actually make the necessary changes to the system. They are constantly making updates to improve functionality, ease of use, and the style / look of the interface.I also love the advanced analytics and reporting. It is extremely detailed and the customization is great!
What do you dislike about the product?
The only thing I do not like....not that it is necessarily a bad thing....is that we have to use a separate app for establishing a round-robin ticket assignment between our agents. I feel it should be integrated into the actual ticketing settings section.
What problems is the product solving and how is that benefiting you?
We utilize ZenDesk in order to have another channel of communication outside LiveChat and PhoneCalls for our customer base. . We are able to keep track of business inquiries sent directly to our "support" department.
Recommendations to others considering the product:
Zendesk is constantly taking their user feedback and improving their systems. In the last 4 years- I have been more than impressed with the changes that have been implemented.
Super simple support system
What do you like best about the product?
Really easy to use, runs our full support.
What do you dislike about the product?
Nothing stands out at the moment that seriously irritates me.
What problems is the product solving and how is that benefiting you?
Runs our support queries with a very easy to use ticketing system. We also use their FAQs, which was way easier than developing our own 'FAQ section in your webiste.
Recommendations to others considering the product:
Really simple, quick to use. I like it.
Help Desk simplified
What do you like best about the product?
Ticket management, ticket automation, automatic ticket responses
What do you dislike about the product?
Some limitations on fields that you can't trigger on, or perform automated tasks.
What problems is the product solving and how is that benefiting you?
The biggest problem we are solving is getting our SLA down for our helpdesk. We have turned hours and days waiting for responses into 15-20 minutes.
Recommendations to others considering the product:
Get a good relationship with your Account Manager. They can find you alternative methods and answers that you may not have thought of or didn't know exicsted.
Great 3rd party plugin, easy to use!
What do you like best about the product?
I liked that they have a free one we can use. Because our business is small and we have less than 15 employees, we only needed 1 person on the live chat for our website to answer any questions.
What do you dislike about the product?
There wasn't much to dislike, they even have a free one that you can use if your business is small and you don't need a lot of admin users logged in at one time.
What problems is the product solving and how is that benefiting you?
Our company specializes in website design and marketing services. We wanted to have a live chat feature on our website so that people who would rather chat than call or email have the option to do so.
Recommendations to others considering the product:
If your company sells E-Commerce or is a business solution that might get a lot of inquiries on a daily basis, this live chat feature could be helpful. Or if you have a lot of employees and need to do daily inquiries, then this would be great!
Good though costly restrictions
What do you like best about the product?
The easy to use software and having web base customer service portal
What do you dislike about the product?
Costly, Not very adaptable. Account managers are not great
What problems is the product solving and how is that benefiting you?
None
Ticket Management Made Easy
What do you like best about the product?
As someone who never used a ticket management or knowledge base system before, I absolutely love using Zendesk. I love the ease of using the platform and the integrations. Their knowledge base system allows you to save past versions of articles for reference as well as create drafts. Perfect for any company / product with consistent growth or development.
What do you dislike about the product?
If I had to choose one thing, it would be the Zopim integration. I absolutely love this integration but it feels a bit new and there are some kinks to work out. I can't seen to stay logged in to Zopim within the Zendesk app. Sometimes the Zendesk Knowledge Base is so robust it can be hard to search to the relevant articles.
What problems is the product solving and how is that benefiting you?
The use of the Zendesk widget combined with the knowledge base & their new web widget customization for knowledge base articles really allows our customers to get the help they need quickly. The Zopim integration has been critical for us to help user in real time!
Recommendations to others considering the product:
Perfect for companies of all sizes. Allows you to scale as your grow!
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