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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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Zendesk, perfect solution for techinical support and customer service.
What do you like best about the product?
It allows the user to assign cases to each other easily. The agent can view the complete history of previous conversation on a single screen while on chat. Easy access to reports. Scheduled reporting helps the stake holders while on a review or dailt standup meets.
What do you dislike about the product?
Difficult to intigrate with other sales software like sales force, pipedrive. Zendesk needs to have a only calling options seperately if some one needs it just for calling purpose. This calling feature needs to have an easy intigration.
What problems is the product solving and how is that benefiting you?
We are able to use zendesk as a one stop solution for Techsupport, billing, collections, retention and customer service teams. As it give the agents the complete history of the customers at a single page. Agents are also able to read the notes from other departments, which is some times very useful.
Not a fit for me
What do you like best about the product?
Honestly, I don't like Zendesk. Beside my preferences, Zendesk was a tool that I had to use daily since we had to interact with the customers daily.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional.
In our case we had two kinds of tickets, we handled emails and live chat, both options worked but not in the way that I was used with other tools.
I can highlight that we had an IKB to check and verify the procedures, in order to provide solutions to our customers.
I didn't like my experience with Zendesk but it is a tool that is functional.
What do you dislike about the product?
The thing that I always dislike about Zendesk was the notification sound in the moment when a chat was assigned to you. It was a loud and long bell sound, even if I tried to modified, I never found the option to change the notification sound.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired.
Also, there was not a dark mode. This was a very important thing for me because I worked during the night and a lot of hours. The dark mode helped to avoid my eyes getting even more tired.
What problems is the product solving and how is that benefiting you?
Zendesk assigned tickets to agents in order to provide answer to the customer's inquiries through email and chats. Also, it integrated
calls, so the managers were able to solve specific issues directly with customers.
Zendesk helped to assigned the workflow of tickets evenly depending on the number of agents available, provided the necessary tools to complete our daily tasks.
calls, so the managers were able to solve specific issues directly with customers.
Zendesk helped to assigned the workflow of tickets evenly depending on the number of agents available, provided the necessary tools to complete our daily tasks.
Zendesk Support
What do you like best about the product?
Robust omnichannel platform, intuitive, comprehensive platform between channels
What do you dislike about the product?
Lack of quality tech support or takes a while to resolve issues. Tech support doesn't understand specific Zendesk instance (specific business needs)
What problems is the product solving and how is that benefiting you?
Agent workspace is new and we are excited to see how that will help us. We hope to see AI improve. We piloted ChatBot and it was not successful for our needs.
Zendesk is a good tool for customer tickets
What do you like best about the product?
I love that I can integate Zendesk with Apptentive's Message Center and have a two way conversation with my users. This has helped keep bad reveiws off of the app store and increased user retention by being able to solve their problems so they don't churn.
What do you dislike about the product?
Zendesk is not super easy to set up. To set up a new customer you no longer can use the wizzy wig tools to create your themes but have to use HTML to customize which I am not good at using.
What problems is the product solving and how is that benefiting you?
Through Zendesk we are able to have direct conversations with our users to fully understand their issues and walk them through it. Having this personal knowledge about their issues helps us prioritize bugs and help out other users who may not be submitting tickets too.
Zendesk is an Amazing All in on ticketing solution
What do you like best about the product?
Zendesk is an Amazing All in on ticketing solution with chat! We use it on several of our customer facing web based applications and it works very well! support from Zendesk is also amazing next to none!
What do you dislike about the product?
The managment of users could be a little better, They could make it all in one instead of having to go to several differant pages to manage one user.
What problems is the product solving and how is that benefiting you?
Mailbox sharing, Live chat is with customers, ticket creation
Zendesk is user friendly with good integrated apps to help with custom features.
What do you like best about the product?
Zendesk’s efficiency brings to my work by streamlining otherwise tedious individual updates. The platform’s ticket filtering system is a standout feature, allowing for easy and accurate delegation and organization of ticket work. The ability to create custom queues, macros, and automated triggers further enhances the platform’s functionality, making it efficient.
What do you dislike about the product?
Zendesk is quite expensive over its competitors with similar capabilities and features. Having issues with the customer survey providing false negatives. Reporting is not as user friendly as other ticket management tools.
What problems is the product solving and how is that benefiting you?
We support multiple clients that requires a few user groups and roles which requires security between some of the users per brand, which works well.
A solid foundation for a platform, but a long way to go
What do you like best about the product?
Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates. The ability to easily filter tickets into different queues makes delegating and organizing ticket work easy, accurate, and efficient.
What do you dislike about the product?
While the program works fine most of the time, there are a number of bugs that can throw a wrench in my workflow (being forced out of tickets right after opening them, saving notes sometimes shows errors when they were posted fine, etc.). I feel like there are a number of missing features as well such as the ability to add or remove cc's when batch updating tickets, and a "library" of sorts where files can be uploaded and automatically assigned to tickets based on conditions such as coding, assignee, etc.
What problems is the product solving and how is that benefiting you?
Provides an effective platform to connect and chat with both customers and service partners, offering a common area for myself and colleagues to share and view information that is crucial to collaboration and quality control. A variety of coding fields and filters for views provides accurate reporting & work delegation amongst my team while ensuring no ticket is left behind or lost.
My favorite System
What do you like best about the product?
I've been in the Support world for a long time, and because of this have had to use a plethora of different ticketing system. Zendesk has always been my favorite. When I had to help start up a new support team we tried a few other systems but they were all lackluster at best. Zendesk has amazing features. The ability to create specific queues, set up macros, automated triggers to help with some of the items that we get which don't need response. None of the other ticketing systems I had to use came close to being as helpful and efficient as Zendesk.
We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well.
The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary.
We also had to move our community and guides from where they had been. We looked into Zendesk and discovered it would be a perfect fit. The styling of the site was extremely easy to setup thanks to the different options offered. It's easy to search and use from not only a Support perspective but from our Customers as well.
The few times we've had to reach out to Zendesks own Support team they were incredibly friendly, helpful and quick to get the issue identified and provide any workarounds as necessary.
What do you dislike about the product?
The only issues my team has ever had with Zendesk is the call system. There are times where it's difficult to understand users. This could be due a number of factors but is our only real complaint. Beyond clarity there are times when it seems like the calls didn't want to come through properly or didn't alert the support agent to the fact they had a call coming in.
What problems is the product solving and how is that benefiting you?
Zendesk helps us with our customers first and foremost. When they have issues they send us a ticket which we handle using Zendesk. It houses our guides and community so that our users can get how-to help and discuss different things with each other.
Zendesk User
What do you like best about the product?
Being able to quickly respond to customer needs and requests
What do you dislike about the product?
Help articles continually open up new browser windows
What problems is the product solving and how is that benefiting you?
Helping our customers answer their questions
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