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Zendesk Support Suite Review
What do you like best about the product?
I don't really like working with Zendesk
What do you dislike about the product?
The tickets don't update when customer responded on email
What problems is the product solving and how is that benefiting you?
You can Use Zendesk on answering emails but it's not user friendly as when you answer a ticket last month, you need to backread over all the conversations from the previous month so you can catch up on customer's response.
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Ironically, terrible support, SMS features do not work, ZERO help or support
What do you like best about the product?
Zendesk is good for creating workflows, it allows for complex routing rules when routing chat to our support teams, and the scripting which pre-populates the responses is pretty good.
What do you dislike about the product?
Zendesk support is non-existent, which is ironic. We have been unable to use the prioduct for 60 days due to SMS delivery issues, over 90% of our SMS get rejected. And they won't help, call us, or support us in any way. STAY AWAY -- the worst support I've ever encountered.
On top, they keep billing us monthly for a product they does not work and they won't support.
Our $20,000 annual bill is going to $0.
We're moving to Twilio Flex. Do not make the mistake us using Zendesk for support, it simply doesn't work, and support is multi-channel, and they can't deliver SMS.
On top, they keep billing us monthly for a product they does not work and they won't support.
Our $20,000 annual bill is going to $0.
We're moving to Twilio Flex. Do not make the mistake us using Zendesk for support, it simply doesn't work, and support is multi-channel, and they can't deliver SMS.
What problems is the product solving and how is that benefiting you?
It's helping us manage thousands of email replies a month and we were using it for inbound SMS but it stopped working. We had to shut down inbound SMS which was working well.
Cheap but not customizable
What do you like best about the product?
It was a very cheap and quick support suite to set up. Their support was responsive.
What do you dislike about the product?
The customer facing portal was not customizable at all. It classed with our branding.
What problems is the product solving and how is that benefiting you?
Our customers were looking for a self service portal were they could see the status of their tickets. They also wanted to be able to open new tickets. This was a nice off the shelf product to attempt that.
Zendesk Performance Review
What do you like best about the product?
Zendesk Support tool is easy to use for customer support.
What do you dislike about the product?
So far I don't see any downside of the tool in handling customers concern.
What problems is the product solving and how is that benefiting you?
As na customer service representative this tool is a platform for us to get in contact with the customer to assist them with theri concerns.
Best software to manage clients tickets!
What do you like best about the product?
Zendesk is a very user-friendly application. You can organize and segment the ticket information pretty easily; all that information is visible to the team.
What do you dislike about the product?
I don't like that there aren't many tutorials online on how to use it properly or how you can use it more efficiently. I had to learn by using it and trying things until they worked fine.
What problems is the product solving and how is that benefiting you?
Zendesk helps us by delivering service to our customers who are facing issues with their products, also it helps us to track and manage the clients and connect all the information with the support team.
Zendesk Review
What do you like best about the product?
Organized UI, very easy to use and navigate
What do you dislike about the product?
Sometimes it can be a bit clunky, semi expensive
What problems is the product solving and how is that benefiting you?
Organizes customer tickets and internal tickets
One of the best technology or application
What do you like best about the product?
What I like best is the convenience it offers to me as a Customer Support. The options are very useful in doing my Job, the same with the reality that it's user-friendly. I really like Zendesk.
What do you dislike about the product?
In rare occasions, there is a latency that needs to be fixed. But no worries, this just happens on a rare occasion so overall, furthermore, the graphic design needs to get more of modern.
What problems is the product solving and how is that benefiting you?
As an agent for customer, I am encountering problems in having a hassle locating buttons or options, Zendesk has this feature where you can easily locate the options that you need. So it is very convenient especially when you are speaking to multiple customers.
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.
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