Zendesk Suite
ZendeskExternal reviews
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Zendesk helps keep everything needed for the customer experience on one easy to use software suite.
What do you like best about the product?
On thing Zendeskreally excels at is the ability to easily navigate between the customer support suite of products from one central login.
What do you dislike about the product?
An aspect that Zendesk could improve on would be to implement a more user-friendly way to set up the ticket update alerts. This is a setting that can be found fairly easily, but figuring out how to have the system send an alert if a customer has responded proved challenging.
What problems is the product solving and how is that benefiting you?
Our company started using Zendesk because we needed an all-in-one solution for chat, helpdesk software, and customer ticket management. Before we started using the software, everything was done very piece meal, we had no knowledge base, and no chat available. Now, not only can I manage everything from one easy login, but I have been able to write hundreds of help articles as well as provide a seamless record of all my customer interactions. My customers can also submit tickets via social media, and with Zendesk's many API integrations, I've been able to track JIRA tickets as well as my CRM notes all from my Zendesk dashboard.
Recommendations to others considering the product:
There are several things to consider when deciding to implement Zendesk for your company. First, check to see if the software integrates with other products you're currently using. Linking together other software into Zendesk has proven to be a huge time saver for our company and helped streamline the implementation of support. Another consideration is what pricing tier your company can afford. Zendesk has cheaper options for start-ups, but it comes with limited to no support outside of reporting bugs. Finally, it's worth ensuring that the main admin has the ability and time to use all the training resources, as there are many settings and filter views that can be used within the site for agents and customers alike.
I like Zendesk
What do you like best about the product?
The easy user interface and compatibility with all computers
What do you dislike about the product?
I have heard that reporting is better for higher tiered pricing but the reporting on the low price points is very inadequate.
What problems is the product solving and how is that benefiting you?
Our company has people on all sorts of platforms and zendesk helps ease of communication.
Professional & Easy to Use! Recommended!
What do you like best about the product?
Zendesk is easy to use software we mainly use it for Customer support but it also have option for creating knowledge base which i great. We plan to use that feature in near future.
The UI is designed for ease of access, it performs good in modern browser the search functionality helps a lot while try to find old ticket for a particular customer. UI color can be customized.
Customers can directly reply for a ticket from their email address. It is a great feature to have. When solving a customers ticket we can put private notes that is only visible to staffs which allows better communication within ourselves.
Zendesk also have Android/iOS app that I can use while I am not in my desk or traveling.
The UI is designed for ease of access, it performs good in modern browser the search functionality helps a lot while try to find old ticket for a particular customer. UI color can be customized.
Customers can directly reply for a ticket from their email address. It is a great feature to have. When solving a customers ticket we can put private notes that is only visible to staffs which allows better communication within ourselves.
Zendesk also have Android/iOS app that I can use while I am not in my desk or traveling.
What do you dislike about the product?
One complaint I have is that they sends too many emails to the email address associated with the account by default.
What problems is the product solving and how is that benefiting you?
Zendesk helps us to provide support to our customers. We had noticed huge spark on productivity from our support personnel after we switched over.
Recommendations to others considering the product:
Zendesk is one of the best support desk software if not the best. If you are considering a new support desk software you can surely try it. They have trial period.
An Intuitive Ticketing System
What do you like best about the product?
Options are laid out easily for both the customer and the Zendesk user.
What do you dislike about the product?
Some of the settings are not always obvious, but this mostly pertains to the admin interface.
What problems is the product solving and how is that benefiting you?
The ability to provide support for users both internally and externally.
Easy to use
What do you like best about the product?
Zendesk is really intuitive and easy to use.
What do you dislike about the product?
I don't like that when I submit a ticket, it disappears from the page I'm viewing. It would be nice if it made it clear the ticket had been submitted without taking it away.
What problems is the product solving and how is that benefiting you?
I use it for sales opportunities, customer service issues and Live Chat occasionally
Easy to use serivce
What do you like best about the product?
Emails coming in from customers are generated in one convenient location. ZenDesk is easy to organize and allows for easy follow up with customers.
What do you dislike about the product?
Service seems to be interrupted by server issues regularly as of late, which has a great impact on customer service.
What problems is the product solving and how is that benefiting you?
ZenDesk allows the whole team to work out of one inbox and answer customer inquiries efficiently. Reviewing customer communication is easy as well.
Zendesk - A great experience for fast-paced customer service
What do you like best about the product?
I like the speed of the agent interface, quick hot keys, macros, editing tools and clear and concise email correspondence generated with end users.
What do you dislike about the product?
It's pricey. There are a lot of components that cost extra -- things like chat, for one, which really should be included.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
Pricing tiers are pretty hard set. If you need 1 small option out of a higher tier, there's no way to get it unless you commit to double or more cost to get that tier. No ad-hoc component availability.
What problems is the product solving and how is that benefiting you?
We needed an extremely easy to use ticketing system that provided simple tools to get ticketing under control. The end users love it because it's attractive and easy to use. The techs love it because the agent interface and ticket management is great.
Recommendations to others considering the product:
Definitely do the trial. Set up Help Center if you're going to use it and see if it fits your needs. Set up ticketing and do a few test tickets. Get with their sales people and have them give you a demo showing only the options available in whatever pricing tier you want.
Zendesk's Help Center adds credibility to our producting offering.
What do you like best about the product?
I like that videos can be added to Zendesk help articles - this makes it easy to explain common questions, and helps our support team answer questions more efficiently. Zopim helps us answer questions from prospects directly from our website - helping keep prospect interest.
What do you dislike about the product?
I don't like that the images added to Zendesk articles scale down to a certain size and they sometimes get wonky. Some improvement needed there.
What problems is the product solving and how is that benefiting you?
Zendesk has been huge for our support team, but from a marketing angle it has helped to add credibility to our product offering in showcasing a wide knowledge base - establishing us as a more reputable vendor to prospects.
Zendesk is the Best
What do you like best about the product?
Using Zendesk has been wonderful for us. We have used to it assist our customers and drive make improvements to our product. We have also integrated MindTouch with Zendesk. This allows users to make requests and track them in Zendesk. We also integrated a MindTouch application that searches our knowledge base when new tickets come in.
What do you dislike about the product?
There isn't really many dislikes I have with Zendesk. If I had to choose something, it would have to be the NPS survey they offer. It would be nice if it had more options to customize.
What problems is the product solving and how is that benefiting you?
We are supporting our VARs and building out a knowledge base with what we are learning.
Recommendations to others considering the product:
Zendesk will be the tool you are looking for.
Great customer support platform
What do you like best about the product?
Zendesk is a great customer support platform. We get all the tickets ( requests) from our clients. We can update, assign to the team. What I like is the internal chat in the ticket that just only my team can see it.
We also can categorize the ticket to review.
We also can categorize the ticket to review.
What do you dislike about the product?
It's difficulty to create a list of old ticket by your own. Let say I want to see what is the solved ticket for the last month. There are just some defined category that you can not really find what you want to customize
What problems is the product solving and how is that benefiting you?
Platform to communicate between client and us to help us to support our customer the best
Recommendations to others considering the product:
It's a very user friendly platform for both you and your clients.
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