Zendesk Suite
ZendeskExternal reviews
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Good Interface and have more features
What do you like best about the product?
the rating support and have tag between resolved problem, or ongoing problem, so we as administrator know, which one we need to resolve, and for ticketing system also good, between the progress of ongoing issue can send a chat along with it. five stars for it. and for live chat we can express our emotion with their emoji, which already include in this software. i will recommended this software for everybody who need easy setup and easy integration, no need to do by our self, the customer service will make your work with your client will be done on time. thank you zendesk support.
What do you dislike about the product?
the sound will be doubled when we clicked two tab
What problems is the product solving and how is that benefiting you?
fast support, and can be work in any devices, and also real time.
Recommendations to others considering the product:
keep good work.
Powerful CRM tool to match almost all your CX needs
What do you like best about the product?
The use of automations and triggers is by far my favorite aspect of Zendesk. Reporting through Insights and Gooddata have helped solved many problems. Additionally, the customization of everything is very robust and it becomes apparent very quickly of why they're an industry leader.
What do you dislike about the product?
Unfortunately, while it is very robust, it misses some features you'd expect out of a CRM tool. One issue we were trying to solve was a ticket reminder system and to add an internal note automatically. This was not possible through any features, so a trigger/automation combo had to be created. This seemed like a simple feature to exist but it did not.
What problems is the product solving and how is that benefiting you?
We use Zendesk for order support primarily, as well as educating and guiding our customers in the features of our app. Zendesk is quick and efficient. It allows us to communicate with customers at a rapid speed and its internal reporting tools have helped us figure out key issues in our customer experience.
Gold Standard
What do you like best about the product?
I have been a customer of Zendesk for over 5 years. They are genuinely a group of nice people on a mission to change how people communicate and provide support. They are innovative and keep adding great features.
What do you dislike about the product?
Can feel a bit bloated as they expand their offerings. They were simply support requests, now they are so much more.
What problems is the product solving and how is that benefiting you?
Customers have issues. We are evaluating Zendesk in its ability to offer a great user experience.
Recommendations to others considering the product:
Ask your rep to explain their long term goals. If they are in line, they know what they are doing.
Definitely would recommend
What do you like best about the product?
Zendesk is very easy to maneuver through and pretty simple platform to use.
What do you dislike about the product?
There really isn't much that I dislike about Zendesk. It is very well laid out and that makes it easy to maneuver through the site.
What problems is the product solving and how is that benefiting you?
We use Zendesk as the primary means of communication with our customers. The benefits are endless because our customers always have a way to access us and get the answers to problems they may come across using our platform.
Great for tracking client communication and managing
What do you like best about the product?
Everything is kept nice and organized. The ticket system is great for tracking support questions, having internal discussions, attaching docs and gathering details all in one place.
What do you dislike about the product?
Some customizations features in the knowledge base section are either lacking or require a higher level of the product. (I'd have to check with our docs guy for specifics).
What problems is the product solving and how is that benefiting you?
Keeping track of support inquiries and making sure things don't get lost in a pile. Also gathering initial details so time isn't wasted getting basic information via several back and forths.
Almost better than email
What do you like best about the product?
Ticket management is great. You can create triggers and automations for your work flows. Customer support is fairly quick on responses. You can set up different channels for different groups or depts in your company
What do you dislike about the product?
Zendesk pricing can be expensive. All license costs are the same, so if you have a light user, the costs add up.
Dashboard reports can get confusing and lack customization unless you create your own report from scratch, which can get overwhelming
Dashboard reports can get confusing and lack customization unless you create your own report from scratch, which can get overwhelming
What problems is the product solving and how is that benefiting you?
We used to just have an email alias for all support emails. This gets messy when you have over a hundred emails a day. Having a ticketing system to manage emails helps a lot and provides accountability for each ticket.
Recommendations to others considering the product:
Clean and simple tool. Ticket deflection feature is neat
Lots of room to make Zendesk yours with the API
What do you like best about the product?
With Zendesk as a user, I like that there is an API attached along with trigger to hit other APIs.
Whenever I might come across some limitation within the system, I was able to program in a better or more efficient way to do things.
e.g The Slack app installation was subpar in my experience (it tended to make changes to settings after I modified them to work in another way), so I was able to hit the Slack API directly from Zendesk and define what should happen when via triggers/automations
Whenever I might come across some limitation within the system, I was able to program in a better or more efficient way to do things.
e.g The Slack app installation was subpar in my experience (it tended to make changes to settings after I modified them to work in another way), so I was able to hit the Slack API directly from Zendesk and define what should happen when via triggers/automations
What do you dislike about the product?
Zendesk has some things that just are not documented which causes interesting situations-- e.g. that you can only have 1000 open tickets at one time before zendesk auto closes them for you (even without a trigger/automation to close), lack of documentation in acceptable fields to pass into the API, no editing of closed tickets
What problems is the product solving and how is that benefiting you?
Connecting customers with engineering (jira) and sales (salesforce) while also providing a great customer experience (triggers/automations/tailored auto responder emails)
Good Live Chat Solution
What do you like best about the product?
Zopim live chat is a breeze to set up and interact with site visitors within minutes.
What do you dislike about the product?
Zopim triggers have sometimes not worked properly.
What problems is the product solving and how is that benefiting you?
Zopim provides real-time customer service and allows one representative to handle multiple chats at a time if needed.
Recommendations to others considering the product:
Try out the 14 day free trial and see if you can realize the benefits of Zendesk chat's analytics, triggers and other cool features.
Great process
What do you like best about the product?
How easy it is to use. It took my team a few days to master this.
What do you dislike about the product?
The GUI could be a bit prettier, but thats just me being picky!
What problems is the product solving and how is that benefiting you?
Support. It has streamline communication
So Much Better Than Email!
What do you like best about the product?
I love Zendesk Support. It's very user friendly and easy to navigate. I like the "tags" feature. I like being able to search for tickets based on different search criteria.
What do you dislike about the product?
I don't like how if I don't add an "assignee" to a new ticket, it's basically lost in space. Even if the recipient responds, the ticket does not go into "needs actions".
What problems is the product solving and how is that benefiting you?
I work on a team and I love that we can all answer back and forth emails when they come in, instead of having to answer separately from private email addresses. We can all be on the same page with the issues coming and work together on the resolution.
Recommendations to others considering the product:
You Won't regret it!
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