Zendesk Suite
ZendeskExternal reviews
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Zendesk in Customer Serivce
What do you like best about the product?
Easy to use and assign tickets to other team members
What do you dislike about the product?
The admin and reports tabs can get confusing
What problems is the product solving and how is that benefiting you?
We are solving customer issues such as returns and warranty claims. Benefits are how organized Zendesk is
Good functionality for the price
What do you like best about the product?
Cross-functionality with other products. It can interact with many other systems.
What do you dislike about the product?
format and depth of integration. I like the format for tracking issues in some other systems that are part of a whole CRM system, and I dislike that I can't integrate with my CRM as much as I would like. So the interoperability is broad, but not as deep as I would like.
What problems is the product solving and how is that benefiting you?
Ticket management for problems. Knowledge base for customers.
Recommendations to others considering the product:
It's a fair product for the price. They've got tiers of service, and we found it works for what we want to do, for the most part. Certainly way less expensive than some other options.
Quick, compact, and intuitive!
What do you like best about the product?
It automatically opens tickets into internal tabs, so you can keep your browser compact - when trying to source a solution this cleanliness is invaluable!
What do you dislike about the product?
It can take a bit of getting used to because it has so many features.
What problems is the product solving and how is that benefiting you?
General customer support - it's a great tool for organizing and making sure we can follow up no matter what. Nothing through the cracks!
Zendesk revolutionized our customer experience departments efficiency and service
What do you like best about the product?
Help desk feature- it allows guests to find answers autonomously and for our team to update FAQs at anytime.
What do you dislike about the product?
I wish Instagram comments could be seen in Zendesk.
What problems is the product solving and how is that benefiting you?
We are able to staff less people as Zendesk allows us to be very efficient. We're also solving for inconsistencies in answers and volume with the help desk and macros.
Recommendations to others considering the product:
Be sure to spend time with a account manager- there are so many features out there that you might not even have know about
Highly Recommend
What do you like best about the product?
It's easy to use, easy to respond via email, is reliable (as much as SaaS can be) and is a great database of past questions, issues, etc.
What do you dislike about the product?
When you search using keyword, it doesn't automatically sort by most recent. It's a small annoyance, but it's consistent.
What problems is the product solving and how is that benefiting you?
I work with customers regularly both via email and via Zendesk. Zendesk allows me and my more technical partners to solve an issue with a customer together more easily and more organized than email does.
Zendesk
What do you like best about the product?
Zendesk is very easy to use and allows us to easily track issues.
What do you dislike about the product?
It tends to crash quite a bit. There are features that don't allow us to be very personable.
What problems is the product solving and how is that benefiting you?
Support issues for our members. We have been able to use the data tracking and issues to make changes on our site.
Customer Support Wizard
What do you like best about the product?
I love the widgets! So helpful to have everything I need on one page.
What do you dislike about the product?
Setting up macros and/or views is not super intuitive. It takes a little guess work if you are new to the system
What problems is the product solving and how is that benefiting you?
Using root issues we are able to identify and track trends in customer requests
Quick service made easy
What do you like best about the product?
The web based program is very easy to use. Since it is real time, we are able to connect to our clients much more easily. The fact that we are able to see analytics for chats and website visits is also really great.
What do you dislike about the product?
The one thing I dislike about the live chat system is that the chat history only becomes available once you AND the client leave the chat.
What problems is the product solving and how is that benefiting you?
We are a modeling and acting company that helps talent pursue careers in the entertainment industry. We have not really had many issues to realize.
Recommendations to others considering the product:
A small plan is perfect for a small business. Depending on how large your support team is, you will still only need roughly 2 users tops to manage your account.
Zendesk is great
What do you like best about the product?
Easily create and manage tickets. Really improves the custimer service roles in the workplace.
What do you dislike about the product?
Small 20mb file limit. Somwtimes files are much larger than that. For those we have to use an external service.
What problems is the product solving and how is that benefiting you?
Tech support and product launches and upgrades.
Diggin' the Zendesk
What do you like best about the product?
Internal notes, organizing tags. macro messages!
What do you dislike about the product?
It's support chat feature wasn't as good as LiveChat :(
What problems is the product solving and how is that benefiting you?
Communicating with users in a timely manner. We also use nicereply to make sure our reps answers are received well. This helps us internally train better and give overall customer satisfaction.
Recommendations to others considering the product:
Help new users set up there views. I like to view my solved cases for the month and look for trends.
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