Zendesk Suite
ZendeskExternal reviews
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Zendesk Presentation was very well planned and coordinated. Great speakers
What do you like best about the product?
Ticketing system, knowledge base and it's easy to run most reports
What do you dislike about the product?
You cannot run live reports or history reports on agents use of time in the call queue
What problems is the product solving and how is that benefiting you?
It provides a history of customer calls and it is easy to send them KB articles and macros to quickly resolve tickets.
Intriguing
What do you like best about the product?
The functionality, what can be integrated with zendesk as well as the utilization of automation through zendesk
What do you dislike about the product?
There isn't anything that comes to mind.
What problems is the product solving and how is that benefiting you?
Ease of access. It is nice that we are able to upload KBs for users to access before they submit a ticket
Zendesk - Helped Streamline Customer Service
What do you like best about the product?
Ability to assist users with customer service
What do you dislike about the product?
Emails do not look user friendly to outside Zendesk users
What problems is the product solving and how is that benefiting you?
Assisting users with written communication to clients
Best Supportive App
What do you like best about the product?
-It is easy to use and get to know more about app everyday we use it
-It doest not require Tecnical knowledge to use it
-We can easly split us my work load and departments according to brands
-It made it very simple and easy to adapt
-It is the best app to support customer and because of that we started using frequently
- we can easily Integrate with other app like Intercome
-It doest not require Tecnical knowledge to use it
-We can easly split us my work load and departments according to brands
-It made it very simple and easy to adapt
-It is the best app to support customer and because of that we started using frequently
- we can easily Integrate with other app like Intercome
What do you dislike about the product?
The customer support is slow whenever we face issue an escalate it they respond bit late but appart from that everything is super cool
What problems is the product solving and how is that benefiting you?
By using Zendesk it is now easy to connect with internally and externally both ways
--We can easily make tickets and send it to other integrated apps like intercome
--It is almost bug free we rarely face any issue while working
--We can easily make tickets and send it to other integrated apps like intercome
--It is almost bug free we rarely face any issue while working
An easy to use, quite advanced ticketing system lacking a few minor things.
What do you like best about the product?
The macro-functions
The automations
The Triggers that are especially nice to use.
The automations
The Triggers that are especially nice to use.
What do you dislike about the product?
Handling of team members could be easier
An easy way to export the data from the basic report included in zendesk.
An easy way to export the data from the basic report included in zendesk.
What problems is the product solving and how is that benefiting you?
It helps us sort the incoming tickets into different teams depending on who they are from, also ranking them in urgency to solve.
We can then easily divide them up depending on what needs to be done in that ticket.
We can then easily divide them up depending on what needs to be done in that ticket.
One of the best CRMs
What do you like best about the product?
It is a beneficial and time-saver as it allows the user to manage the emails professionally. It will enable you to categorize the emails based on filters and provide Macros with a ready-made reply to enhance the quality of customer service and support different languages.
What do you dislike about the product?
the lack of text modifications like choosing the color ,etc.
What problems is the product solving and how is that benefiting you?
it helps in managing the emails and categorizing them based on priority and staus, like solved, pending, open, etc.
Flexible Support Ticketing System and highly customizable Guide for Kbase and Community experience
What do you like best about the product?
What I like about Zendesk suite is that it is very easy to use. Under the agent workspace, you can have the summary of your tickets, customized views with permission on groups, role, but the beauty is with triggers and automation to easily route tickes or create complex workflow and automation. You have macros feature and an SLA function too which is quite powerful. We also push side conversation to Microsoft Team but this can be done within Zendesk too
Additionally, it has a customizable Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting and a weaker Community/Forum Gather product.
Additionally, it has a customizable Help Center which gives you the necessary information that you need to know in your product and the steps to take when troubleshooting and a weaker Community/Forum Gather product.
What do you dislike about the product?
Main dislike is the inability to massage the data for Closed Tickets (so you cannot come back and change incorrect information for closed or archived tickets) which hamper the ability to accurately report from their Zendesk Explore (as data cannot be modified) - Zendesk Explore is a bit cluncky too.
What problems is the product solving and how is that benefiting you?
Zendesk is at the core of the delivery of our Customer Success Operations to Customers and Partners through agile ticketing system and Kbase/Community and Gather (for Reporting)
Zendesk
What do you like best about the product?
I've been using Zendesk Suite for a while now and I'm quite pleased with it. Our customer service operations have been greatly expedited as a result of the unification of Support, Chat, and Guide into a single platform. The user-friendly interface allows our agents to manage problems, interact with consumers via live chat, and even produce useful knowledge base articles. The automation tools have saved us a significant amount of time by ensuring that the correct tickets are sent to the correct agents. Overall, Zendesk Suite has transformed how we handle customer interactions and improved our overall customer happiness.
What do you dislike about the product?
The reporting and analytics features lack depth and often provide inaccurate insights. The constant updates also disrupt our workflow, as we have to constantly adapt to new changes that don't necessarily improve the user experience.
What problems is the product solving and how is that benefiting you?
My personal favorite:
Ticket Management and Tracking: Effective ticket management is one of the primary challenges addressed by Zendesk Support Suite. It collects and organizes incoming client inquiries from various sources such as email, chat, social media, and others. This simplifies the process, prevents tickets from sliding through the gaps, and guarantees that customer issues are resolved quickly and consistently.
Ticket Management and Tracking: Effective ticket management is one of the primary challenges addressed by Zendesk Support Suite. It collects and organizes incoming client inquiries from various sources such as email, chat, social media, and others. This simplifies the process, prevents tickets from sliding through the gaps, and guarantees that customer issues are resolved quickly and consistently.
Easy to use
What do you like best about the product?
It is easy to use and easy to train new people to use as well.
What do you dislike about the product?
It can sometimes get overwhelmed with changes added and start to not function properly, which can be confusing to understand the limitations and where changes need to be made.
What problems is the product solving and how is that benefiting you?
It is helping to reach and help our customers, whether by email or live chat. We can also easily track interactions with each customer.
Empowering Success Through Scalability, Integration, and Exceptional Support
What do you like best about the product?
The Zendesk Support Suite has exhibited commendable attributes such as scalability, integration capabilities, omnichannel support, unified customer support, customization, flexibility, and robust reporting and analytics features. Furthermore, their premier support service is truly exceptional. It's worth noting that while no platform is flawless, the effectiveness largely hinges on the specific variant you've procured. The Zendesk Support Suite offers comprehensive solutions and distinguishes itself by being user-friendly. Our current key performance indicators (KPIs) stand as a testament to its excellence, alongside the contributions of our strategic technology partnerships. Zendesk, in particular, has played a pivotal role in achieving best-in-class results!
What do you dislike about the product?
I find Zendesk's feature prioritization process to be somewhat slow for my liking. However, as long as they keep customers informed and actively work on the prioritized features, I'm satisfied with their approach.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite resolves operational challenges, enhances customer satisfaction, and empowers us to deliver efficient and effective support services. It ultimately contributes to our business success by allowing us to focus on providing exceptional customer experiences.
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