Zendesk Suite
ZendeskExternal reviews
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Comprehensive in scope
What do you like best about the product?
Zendesk allows customization down to the tee for support use and can adapt to any kind of customer base
What do you dislike about the product?
The customization triggers, while being a strength can sometimes be confusing and has a long learning curve
What problems is the product solving and how is that benefiting you?
It allows us to organize inquiries from customers across different facets of the business and allows people from multiple teams to handle the same inquiries
very helpful
What do you like best about the product?
when you get the right person this can be very helpful. I have used this many times when stuck on something
What do you dislike about the product?
some people don't know what to do and how to answer. sometimes not in proper English and spelling errors
What problems is the product solving and how is that benefiting you?
several issues using the computer where I have needed to contact zendest support. overall very helpful
Solid ticketing software
What do you like best about the product?
Macros and triggers provide flexibility to a simple and intuitive ticketing interface.
What do you dislike about the product?
The cc is actually a bcc. It's not clear what messages have been sent to whom with respect to cc's and assignees potentially changing over ticket life.
What problems is the product solving and how is that benefiting you?
Zendesk helps us manage our high volume of tickets elegantly and tag them for later analysis.
Maintain accountability with Zendesk.
What do you like best about the product?
Zendesk offers the option for multiple users which is helpful to address many needs of customers. Tickets can be viewed and contributed to by the team. The collaborative nature of Zendesk helped my company remain accountable. When a new message or response came in an email would be sent and in addition to a notification on the dashboard- that was helpful to jump back in to issues. Analytics were helpful to see how I was doing as an Agent. Macros assisted in form responses that could be customized.
What do you dislike about the product?
The look of the program was dated- a more modern interface would make it easier to navigate. Tagging tickets didn't flow quite right. Emails can be out of control at time so make sure to have a dedicated folder to put messages in.
What problems is the product solving and how is that benefiting you?
All customer feedback was handled in person, by phone or email and that meant only one person would probably handle issues. Zendesk allows for collaborative support and it helped broaden the customer experience.
Recommendations to others considering the product:
Try it! Start with making a macro with form response information. (the "info" email) it makes dispersing information quick and easy instead of copy and pasting into individual emails after a phone call with a customer.
Zendesk makes getting and giving support simple!
What do you like best about the product?
My favorite feature is it allows you to add notes (that the customer can not see) which is VERY helpful if there are going to be multiple people dealing with the customer or issue.
What do you dislike about the product?
The only issue is that the ticket reopens if the customer replies "thank you" or something similar. Sometimes it runs slowly but that is expected of these softwares programs.
What problems is the product solving and how is that benefiting you?
The layout of Zendesk makes it very easy to see if a problem has not been answered or resolved. This helps to ensure no issue goes unresolved.
Recommendations to others considering the product:
Allows for greater efficiency in responding to customer requests. You can respond quickly using canned emails, which is a time saver.
Like better than salesforce!
What do you like best about the product?
Zendesk has a very user friendly platform. There are a lot of different customization options as well making it more desirable than salesforce. The latest ticket features are extremely helpful for our business. Plus they are easy to read and utilize. They have a lot of great apps and they have great team support. The price is also very reasonable for what they offer.
What do you dislike about the product?
Setup was a little on the confusing side. We had a lot of issues upfront although the support we received from customer service was great. They could greatly benefit from added email options and customizations, as well as fixing some "bug" issues as some of the features can be a little glitchy.
What problems is the product solving and how is that benefiting you?
Zendesk has really helped with "cleaning up" a lot of the emails and ticket requests we had piling up in gmail. Gmail was not nearly as organized and does not have the same type of apps and ticket set ups that zendesk does.
Recommendations to others considering the product:
If this is your first time using a service such as this make sure you and staff are fully trained and understand the different ticket types because those can get a little confusing if not. Definitely give it a month or so to get familiar with and get everything set up the way you like.
Great customer communication product
What do you like best about the product?
I love how easy Zendesk makes it to communicate back and forth with the customer. All communication is saved within the ticket and you can see which user updated the ticket and when.
What do you dislike about the product?
Reporting is not as robust as I would like. It is hard to gather information about how much time was spent on a certain product.
What problems is the product solving and how is that benefiting you?
COMMUNICATION! Higher customer satisfaction has been achieved because of the increase in communication.
Recommendations to others considering the product:
Zendesk is a great product that increases your communication with the customer which leads to great customer satisfaction.
Great way to connect to customers
What do you like best about the product?
It is a great app where you can assist customers via email, chat.
What do you dislike about the product?
When a customer emails you, and you submit a ticket as closed, and the same customer emails you, the ticket will be created as a new ticket instead of continuing in the previous email.
What problems is the product solving and how is that benefiting you?
I am able to email the customer, send photos, videos, etc... All in one.
Recommendations to others considering the product:
Great way to communicate with customers
Zen Desk is a great support tool
What do you like best about the product?
Zen Desk has changed over the years and it is currently a very robust and easy to work with support system. You can customize what you need so easily and pretty much whenever you need to that it makes for a great ease of use for all operators.
What do you dislike about the product?
The user facing side is a little tricky. Sometimes they think they need to log into Zen Desk or they don't reply right and you end up with a giant email quote pyramid.
What problems is the product solving and how is that benefiting you?
Faster response time, good institutional memory since tickets never go away.
Best Help Desk Service Out There
What do you like best about the product?
Zendesk has the ability to integrate with so many of the platforms that we're also using, plus our our API system, that we rarely have to exit the helpdesk since we can have everything push within the single platform.
What do you dislike about the product?
The servers have interruption issues more frequently than we would like, which can have a significant impact on our ability to support our customers.
What problems is the product solving and how is that benefiting you?
With Zendesk, we're able to streamily our support structure so that each issue is triaged accordingly by urgency. This has allowed us the ensure major issues are resolved quickly, and has also helped us to significantly improve our FRT.
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