Zendesk Suite
ZendeskExternal reviews
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Simple question got a very prompt and adequate response from the Zendesk support team
What do you like best about the product?
The promptness and the different options presented to me to solve my issue
What do you dislike about the product?
Given the nature of my question and its brevity I didn't have anything to dislike.
What problems is the product solving and how is that benefiting you?
We generally have no issues with the suite if that's what the question implies. It is a great tool for redirecting tickets to appropriate parties and collaboration.
Zendesk Support suite
What do you like best about the product?
I love how simple the Zendesk Support configuration is. With no time, you can configure triggers and automations to auto direct tickets which save lots of time for your support team to do what they really add value to.
What do you dislike about the product?
Triggers are very important and helpful, however, you need to be mindful of their order and it can be difficult to categorize with the new Category feature without messing up your trigger order.
What problems is the product solving and how is that benefiting you?
Our Customer group use Zendesk Support suite to react to support queries as well as proactively handle Customer success queries. It's the single source of truth in our customer's interaction with our Customer group.
World-class support from Zendesk
What do you like best about the product?
Zendesk is always on hand to provide support and they're always willing to go above and beyond for me.
What do you dislike about the product?
There are no downsides to Zendesk - the support is great and there are plenty of online resources to assist.
What problems is the product solving and how is that benefiting you?
Using Zendesk has meant we've reduced our support platforms from 4 to 1 in the space of 6 months. Our average response time is down from 90+ days to about 3
Helpful way to see training activity within ticket
What do you like best about the product?
The Skilljar <> Zendesk integration is a really easy to get an overview of training activity from straight within a ticket.
What do you dislike about the product?
No downsides; it's a straightforward integration.
What problems is the product solving and how is that benefiting you?
Pull user data directly into ticketing software.
New upgrade help
What do you like best about the product?
The chat was very easy to navigate and was taken care of quickly.
What do you dislike about the product?
I have not found anything to dislike yet and have been working with ZD for over 4 years.
What problems is the product solving and how is that benefiting you?
I was having issues with reporting, and they quickly showed me where to go for what I needed.
it was a good experience, I learned a lot and I'm still learning new features
What do you like best about the product?
ease of communication with custumers ,easy to use software, easy to enter into direct chat with customers, easy to answer emails, several shortcuts that are suggested
What do you dislike about the product?
I have no inconvenience using zendesk everything is clear to me, and it will be perfect if zendesk organizes online training and let us know of any new features
What problems is the product solving and how is that benefiting you?
Receive emails from our customers and partners, help our customers with all requests for information,communicate via direct chat with customers which allows us to solve problems quickly
Helpful tools for tech company and a lot of features
What do you like best about the product?
This feature really assists me to do many activities in the customer service area and all of the support team also have a fast response.
What do you dislike about the product?
So far really good from my end and easy to understand
What problems is the product solving and how is that benefiting you?
Related to ticketing system and reporting dashboard in zendesk support is able to support you very well
Completely customisable to suit any operational user flow
What do you like best about the product?
Lots of native features to customise an optimal workflow, as well as marketplace addons. The reporting functionality is also very easy to use or create from scratch.
What do you dislike about the product?
When searching for specific views or triggers via settings, when you want to go back to the search screen it does not take you to the original search results so you have to search again
What problems is the product solving and how is that benefiting you?
- Ability to communicate with the different parties on a single ticket (we're using the side conversations add-on).
- Utilise 'light agent' seats for internal ticket communication between departments, namely between our engineers.
- The use of automation and triggers to perform actions that would have otherwise been a manual change by an agent.
- Utilise 'light agent' seats for internal ticket communication between departments, namely between our engineers.
- The use of automation and triggers to perform actions that would have otherwise been a manual change by an agent.
Zendesk the BEST!
What do you like best about the product?
It is a platform wherein we have various ways to contact clients, either through phone calls, chats, SMS or emails.
What do you dislike about the product?
I only don't like it during downtimes as it will lead to dump of works.
What problems is the product solving and how is that benefiting you?
We are in the customer service/back office working with the delivery service that our client is using. It helps us communicate efficiently with our customers and third-party carriers.
I'm satisfied with the service provided!
What do you like best about the product?
The quick and well-prepared support provided for its users.
What do you dislike about the product?
The FAQ is very technical and complex. Which eventually leads us to talk to an agent to ask for help.
What problems is the product solving and how is that benefiting you?
It helped me to identify an issue with the time tracker APP caused by a change of roles involving a third party. Solving it helped me to keep measuring the productivity of agents.
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