Zendesk Suite
ZendeskExternal reviews
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Great way to support our customers!
What do you like best about the product?
We’ve been using Zendesk for user support for a couple years now. It’s been a good platform for managing our users and their support needs. The ticketing system is reliable and helps keep everything organised, especially when handling a high volume of tickets. The interface is fairly intuitive. We find the macros to be really helpful for improving response times and simplifying our responses, since we tend to say the same thing a lot. There is a bit of a learning curve when setting everything up but once we got set up we've found it easy to use and maintain. We also use the knowledge base option to write help articles and have a help centre so that when our users have the same questions over and over we can direct them there for self-help.
What do you dislike about the product?
The different price tiers can be frustrating. As is the fact that we have to pay for more than one login, even though we already pay for the service. There should be unlimited users with a paid service.
What problems is the product solving and how is that benefiting you?
Zendesk allows our users to reach out to us when they need help. The ticketing system keeps everything organized and ensures that only one person is replying to each ticket at a time as we can solve it when we are done with it.
Enjoying the fetures we can build for ZD
What do you like best about the product?
We’re building our own apps within the Zendesk ecosystem to help us provide support more efficiently.
What do you dislike about the product?
I would say the only thing we dislike is the use of AI features are behind paywalls, I think some features should be free.
What problems is the product solving and how is that benefiting you?
It allows us to contact our players and provide them with the best possible support.
Using Zendesk for Customer Service
What do you like best about the product?
I like that emails and questions from our subscribers are automatically sent to our Zendesk account, and it’s very quick as well—it happens immediately. Since we have multiple business email addresses, using Zendesk makes things easier because everything ends up in one place. I like the functionality of having the "ticket" start as open, then pending and finally solved. I can keep it pending as I send multiple replies to customers. And then even after it's closed, I can go in and review the situation if needed.
What do you dislike about the product?
It's a little cumbersome if I try to forward a ticket to someone else on our team. I usually have to copy the ticket information and forward it via email outside of Zendesk.
What problems is the product solving and how is that benefiting you?
Subscribers questions come in quickly to Zendesk and then I can easily respond to them and not have to go through laborious emails, etc. People are really happy with quick responses, etc.
Zendesk is Great!
What do you like best about the product?
Zendesk is great! They’ve made some really helpful changes that make customer service faster for my team, and they’ve clearly worked to keep the experience simple. I especially like that I can create macros for my team to use, which keeps our reply process quick and straightforward. Their reporting is also great and makes it easier to stay on top of what’s happening.
What do you dislike about the product?
Some setups are difficult, and they typically refer you to their docs instead of helping you set it up unless you push for it.
What problems is the product solving and how is that benefiting you?
We’re a small team, and their system makes it quick and easy for us to support customers while taking advantage of all the benefits we’ve added to it.
Zendesk is an amazing tool for Customer Service teams!
What do you like best about the product?
What I really love about Zendesk is how easy to use it is. I'm the Zendesk administrator and knowledge manager for our customer service team so I use most aspects of the tool. The knowledge bases are easy for customers to use and navigate through. They're also very easy to set up since they already have a theme available to use and you just input your information. The tools available to write articles are great. They recently have added more options to use, so that's awesome! You can add pictures, video, links, etc very easily. Zendesk > Salesforce for sure!
What do you dislike about the product?
If you'd like a more interactive knowledge base for customers where they want to work through step by step instructions, instead of reading an article or watching a video you'd need to integrate a tool into Zendesk for that. The negative about this is that it will cost money, however, the upside is that Zendesk works with many different vendors and offers many choices in their Marketplace.
What problems is the product solving and how is that benefiting you?
We heavily focus on self-service for our customers and are always leading them to the knowledge base for their answers. So this really helps with keeping our call volume lower.
Robust tool that could use a bit more flexibility
What do you like best about the product?
Seamless to set up end users, organizations, views, triggers, etc.
What do you dislike about the product?
Less flexibility with things like changing groups, reporting, etc.
What problems is the product solving and how is that benefiting you?
Helps us seamlessly intake all client issues and route them to pools of consultnats quickly and efficiently
Efficient, Scalable Customer Service with Strong Performance Visibility
What do you like best about the product?
Zendesk excels in organizing and streamlining workflows within my organization. Its ticketing system, automation capabilities, and clear reporting tools make it easy to manage response times, track performance, and maintain consistency across the team.
What do you dislike about the product?
I wish there were an easier way to delete tickets and attachments to free up storage.
What problems is the product solving and how is that benefiting you?
Zendesk addresses challenges around workflow management and performance visibility. It centralizes incoming requests and standardizes processes, reducing inefficiencies and missed follow-ups. Additionally, its reporting and KPI tracking provide clear insight into response times, workload distribution, and team performance.
This directly benefits team management by enabling more accurate goal setting, improving accountability, and identifying areas for process improvement. As a result, it supports more consistent service levels and better overall operational efficiency.
This directly benefits team management by enabling more accurate goal setting, improving accountability, and identifying areas for process improvement. As a result, it supports more consistent service levels and better overall operational efficiency.
It's good, but ai and co is way too expensive
What do you like best about the product?
Very tidy. Filters out spam very good. Lot's of connections to other services.
What do you dislike about the product?
Ai feature too expensive. Web widget super outdated and bad documented.
What problems is the product solving and how is that benefiting you?
Customer support.
Zendesk is a great service that allows us to provide excellent customer service
What do you like best about the product?
How we can collect lots of data regarding the customers needs and report off of it to help the company grow
What do you dislike about the product?
Some of the interface is clunky and the ability to not modify ticket numbers to alphanumeric numbers is a major issue
What problems is the product solving and how is that benefiting you?
Reporting is key, before Zendesk the service team relied on emails and hearsay. Now we have more clear information about what our customers needs are
Simple and Effective
What do you like best about the product?
What I like the most is the fact that you can organize tickets the way you like, create triggers and automations that suits the business needs, and if you are more technical person, connect your projects through API. I personally like the part that they allowed us to keep our legacy plan.
What do you dislike about the product?
If they can improve the updating of data storage report, it will be a great improvement.
What problems is the product solving and how is that benefiting you?
Escalations, by using a field we created we can handle urgent tickets such as escalation tickets and respond accordingly.
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