Zendesk Suite
ZendeskExternal reviews
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Zendesk Review
What do you like best about the product?
I like the interface and functionality, most importantly, ease of use. If there is not an out of the box solution Zendesk has an active marketplace that will have a product that will assist a need. On top of all of this Zendesk's support of it's product is above the standard level provided in the industry. If I have an issue which is rare support is usually able to assist me right away.
What do you dislike about the product?
In the past chat support was more readily accessible and wait times were much shorter. If there was to be an improvement it would be nice to be able to get access to a support person more quickly. There have been moments (being in support myself) that I couldn't wait for in the queue and I had to try back another time. All that aside, this is truly the only complaint that I can provide at the moment and even if the support is lacking from what it once was it is still leaps and bounds above the support other companies provide.
What problems is the product solving and how is that benefiting you?
Zendesk provides all of my department's helpdesk needs, along with user documentation. Prior to Zendesk my department operated over e-mail to take user requests, the process was inefficent and didn't provide any means of tracking or trending of issues. With Guide in our suite of products my department has been able to consolidate our user documentation from another system. On top of the consolidation end user documentation can be referenced in end user requests.
Recommendations to others considering the product:
It would be nice to improve the response times and availability of the support team at Zendesk.
Great for managing a busy support team
What do you like best about the product?
All issues are in one place and easy to track.
What do you dislike about the product?
There is a learning curve. It isn't a big one. But can't think of anything else to put here...
What problems is the product solving and how is that benefiting you?
Had been managing issues and requests to the team via email which made it very hard to track.
Recommendations to others considering the product:
This is a great solution for managing issues among a team.
VERSATILE
What do you like best about the product?
I like the transparency Zen Desk offers not only to our staff but to the customer as well. I love that we have options to include the customer in our responses but that we also have a choice to leave private notes. I also enjoy how customizable it is, and the options we have for ticket statuses such as solved, pending, hold, etc. It's great when we can close a ticket out, but if the customer responds it will re-open for us so nothing is left unattended to.
What do you dislike about the product?
There isn't much that I dislike. One thing that could be improved on is the time it takes to reload once you've been idle. Also it does seem like there are times duplicate tickets are created, and some tickets end up in the suspended batch when they should not. However, I'm not sure what triggers certain tickets to be detected as spam, it may not be any fault of Zen Desk itself.
What problems is the product solving and how is that benefiting you?
The ticketing process has been able to allow us to monitor our employee's productivity. This allows us to work on our weak areas and see where our strong suits are. We are able to detect how many orders are being done, how many orders are being checked, and how long our response handle time is.
Recommendations to others considering the product:
Definitely, worth giving it a try. It has helped us organize our department!
Zendesk is Awesome!
What do you like best about the product?
Easy to understand. Very versitile. can be used in all departments within the company.
What do you dislike about the product?
Price plans are not versatile enough. gets very expensive as you add features. reporting was removed from the pro package without notice
What problems is the product solving and how is that benefiting you?
Easily track support tickets, increase customer satisfaction ratings
Zendesk Changed My Career
What do you like best about the product?
Zendesk is a fantastic support tool allowing companies to ensure their teams can work efficiently. This tool has completely changed my career path, and I will be a Zendesk user for life. If you have the opportunity to learn this tool, you absolutely should. Zendesk has opened up a plethora of career moves for me, and I will be forever grateful.
What do you dislike about the product?
There are a few downsides; Zendesk has grown exponentially throughout covid, and as a result, several enhancements could be completed to improve its functionality.
What problems is the product solving and how is that benefiting you?
With the Zendesk suite, we have solved many end user-facing dilemmas. We have also recently incorporated Answer Bot, which has closed nearly 5K tickets in a month. This has taken a load off of our support teams and allowed us to manage ticket income more effectively.
Quick assistance with Mobile sign up
What do you like best about the product?
Mary was great, she was able to help me quickly and accurately to have the ability to access our Zendesk chat account remotely on my mobile device.
What do you dislike about the product?
There was a short wait time but that is to be expected in today's busy world.
What problems is the product solving and how is that benefiting you?
Having the ability to assist end users quickly and efficiently
Helping us power through at Powernoodle
What do you like best about the product?
the chat is easy to use and has been very effective in keeping connected to the public
What do you dislike about the product?
When the chats end, they come through to our inboxes with a 4 hour time difference. Twice I have put in a request/complaint and have been told this is the way it is basically
What problems is the product solving and how is that benefiting you?
if anyone is finding a defect or problem in usage or forgets their training. also, Sales inquiries come through this.
Recommendations to others considering the product:
good value
Quick Response!
What do you like best about the product?
I like that the interface is very clean, and that multiple people from my company can use this platform for emails all at the same time.
What do you dislike about the product?
The time "updated" column for tickets does not always seem accurate?
What problems is the product solving and how is that benefiting you?
The problems I am solving are general customer concerns about their orders.
Clean and easy to manipulate!
What do you like best about the product?
The simplicity of the system. I am not a coder by any means but I was able to onboard the system in 60 days for a BRAND NEW team.
What do you dislike about the product?
Since it is very simple, there are some modifications I cannot connect to our daily struggles with consumer affairs. Ticketing system is great but the fulfillment piece is quite bare.
What problems is the product solving and how is that benefiting you?
efficiency and transparent data
Recommendations to others considering the product:
Be prepared to have a vision of what you want in a system. Map out your data stream and processes as this system is not built for you. If you pay extra, you have obtain support in the build and the dev's are awesome to work but it can be costly.
Zendesk Review
What do you like best about the product?
I love how you can tie it all together, KB,- tickets and chats.
What do you dislike about the product?
I need to have an external API call for real-time monitoring so I can display on reader boards.
What problems is the product solving and how is that benefiting you?
Live chat
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