Zendesk Suite
ZendeskExternal reviews
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Great.
What do you like best about the product?
The threading of cases and the tagging available.
What do you dislike about the product?
I don't really have anything I dislike for the work I use it for.
What problems is the product solving and how is that benefiting you?
Keeping track of customer concerns.
Answering email tickets made easy
What do you like best about the product?
It user friendly, the interface is clean and everything is so easy to see.
What do you dislike about the product?
there is not built in email templates, i guess its nice to have. When i use the advanced search button and filter the tickets from there, i cannot arranged them alphabetically. I can only do that when i click on "unsolved tickets". Also the system doesn't automatically merge tickets with the same email.
What problems is the product solving and how is that benefiting you?
Answering and managing customer emails. It more organized than the regular email.
Recommendations to others considering the product:
Well its a nice-to-have, especially when you think about hiring a lot of VAs to answer your emails.
Zendesk makes customer support easy and excellent!
What do you like best about the product?
Easy to use, cost effective, in-depth reporting and analysis of data. Everything is easily accessed via the dashboard. Allows for full accountability of support staff. Feedback features are great and allows the customer to rate their experience and provide detailed information regarding their call or email.
What do you dislike about the product?
Some features are clunky. Tags can sometimes be difficult to work with. VOIP is sometimes poor quality and makes it difficult to communicate, which requires the support agent to disconnect the call and call back.
What problems is the product solving and how is that benefiting you?
We needed a way to easily take support calls and emails, answer and follow up with customer inquiries, and maintain reports on those interactions. Zendesk keeps our customer support organized, helps our support staff stay on top of requests and issues, and provides feedback via in-depth reporting to help us improve our support service.
Recommendations to others considering the product:
We are a small company. I don't know how well Zendesk scales, but our experience using the software has been excellent overall. I highly recommend Zendesk as a support solution.
Easy and Organized
What do you like best about the product?
I like that I can keep everything in one place. It's easy to find a previous inquiry and respond quickly
What do you dislike about the product?
Some times things can get a little lost in the shuffle. I try to keep all relevant issues in one ticket
What problems is the product solving and how is that benefiting you?
E commerce issues while I administrate stores for sales reps. This way I don't have to scroll through emails to find what I need
ZD Review
What do you like best about the product?
I like that I can speak to customers and colleagues on the same platform
What do you dislike about the product?
None--it's a great service and I would recommend to co-workers and friends!
What problems is the product solving and how is that benefiting you?
CS, sales issues
Recommendations to others considering the product:
For CS teams, this is great
A Great Solution for Helpdesk and Knowledge Base
What do you like best about the product?
By being able to customize views, ticket fields, tags, macros and more, you can quickly categorize and prioritize all the tickets that come in. And yet the default Zendesk behavior works great just as well, so you can really decide how complex you want your setup to be.
What do you dislike about the product?
There's really not much to say. I guess my only tiny complaint would be that there are so many features available, it can be slightly daunting at the beginning. But, as soon as you know what you're dealing with, it's incredibly powerful.
What problems is the product solving and how is that benefiting you?
We needed a helpdesk solution to handle any incoming complaints about our software / hardware in the company. Zendesk offered an easy way for our users to submit requests (by email!) and a powerful interface for agents to use to resolve those issues. It's easy to communicate back and forth, and the status categorization, as well as the customizable views means that my team is always well aware of everything that needs to be done. It has become such a great solution that we actually signed up for a second account to be used as a communication platform for working through a queue of requests with our graphic designers.
Recommendations to others considering the product:
Zendesk offers a lot of functionality, but it might not always be something that you need. Pay close attention to the features included in each type of license. You might be paying for more than you want.
Zendesk Support Review
What do you like best about the product?
Zendesk is easy to use and offers integrations with our website and other third party services we use (like Intercom). It has helpful filtering features, and lets us solve customer problems efficiently.
What do you dislike about the product?
The look is somewhat outdated. We only use it as an internal tool, so it's not super important that it looks modern, but a facelift would be great.
What problems is the product solving and how is that benefiting you?
We are able to use it to automate some customer problems from our platform. When they input things incorrectly, it gets flagged to us so we can fix it and let them know. We have used the help desk in the past and still use it for some things.
Easy to use
What do you like best about the product?
How easy to work with. But the best is the search engine.. you can find any ticket.
What do you dislike about the product?
The sla didn't are that clear.. IF was using colors will be more easy to know the ticket that close to reach the sla.
What problems is the product solving and how is that benefiting you?
I used to work in a Internet Service provider. Was really important tool that helps control the client tickets.
Recommendations to others considering the product:
If you need to have control on the tickets that is your tool
Outstanding workflow
What do you like best about the product?
Where to start when coming from SalesForce? Everything is easily contained within the system and the Zapier integrations are highly useful.
What do you dislike about the product?
How zendesk emails interact with Outlook. We are constantly having tickets linked to unassociated tickets because the user started typing "support" in their address bar but it pulls a random address from a random old ticket.
What problems is the product solving and how is that benefiting you?
Technical support and account management
Recommendations to others considering the product:
Just do it and never look back.
Great for a ticketing system
What do you like best about the product?
Zendesk is great for the customer-support relationship, as well as data collection.
What do you dislike about the product?
Community features leave much to be desired. A ticket to community post app would be awesome!
What problems is the product solving and how is that benefiting you?
We've been able to collect data on the types of issues that users are reaching out about.
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