What do you like best about the product?

1) Bound together Correspondence and easy to use
2) Adjustable Work processes
3) Significant level Examination
4) Reliable Coordination
5) Flexibility

What do you dislike about the product?

1) Assessing
2) Assumption to learn and adjust
3) Execution
4) Real time on call customer support is not available

What problems is the product solving and how is that benefiting you?

Problems solved by the Zendesk Backing Suite:

- Partitioned Correspondence
- Clashing Cycles
- Confined Encounters
- Compromise Issues
- Adaptability Troubles

Benefits:

- Extended Viability
- Better Client Experience
- Further created Pieces of information
- Steady Compromise
- Adaptability

What do you like best about the product?

I’ve been using Zendesk Support Suite since the end of April, and my experience so far has been overwhelmingly positive as I have used this every day since we onboarded.

Ease of Use: Zendesk’s user interface is incredibly easy to use for both agents and admins. The platform strikes a perfect balance between offering granular control and maintaining discoverability, ensuring that settings and features are not buried under layers of complexity. This makes it straightforward to implement and deploy new features as needed. While there was a bit of a learning curve with the reporting tools, this was primarily due to the custom needs I had. Fortunately, my admin was able to not only meet but exceed these needs, making the investment in learning well worth it.

Onboarding Process: The onboarding process exceeded my expectations. It was simple and well-supported, with our sales representative guiding us through much of the setup and training. This hands-on approach made it extremely easy to implement Zendesk and get our operations up and running quickly.

Features and Functionality: One of the standout features is the ticketing system, which I find very easy to manage. It allows me to effortlessly keep track of requests and address our users' needs efficiently. Additionally, the robust reporting tools provide the ability to generate detailed, customizable reports, which has significantly improved our decision-making process. The platform’s overall simplicity in customization has been another major advantage, enabling us to adapt it perfectly to our workflows.

Performance and Reliability: I’ve experienced no notable impact on performance and have had no reliability issues with Zendesk Support Suite. The platform has been consistently reliable, allowing us to maintain our support operations without any unexpected downtime or disruptions. This level of performance stability is critical for ensuring that our customer support runs smoothly.

Value for Money: The value-for-dollar ratio with Zendesk Support Suite is high. The time savings alone, coupled with the powerful reporting capabilities, have saved me more than the cost of implementation for the year. This makes Zendesk not just a cost-effective choice, but a strategic investment in our customer support infrastructure.

Customer Support: The support from Zendesk’s team has been excellent. The sales process was refreshingly non-pushy, with our agent focused on understanding our needs and ensuring we were set up correctly. Even after implementation, our agent continues to check in regularly, offering support as needed.

What do you dislike about the product?

Integration with Microsoft Teams: While the current Teams integration provided by Zendesk works well enough, I would love to see a more robust and deeply integrated experience within Microsoft Teams. As I transition our company to using Teams as our main method of office communication, having a more seamless and feature-rich Zendesk integration would allow us to move most of our support structure directly into Teams. This would greatly enhance our efficiency and collaboration, making the support process even smoother.

What problems is the product solving and how is that benefiting you?

Zendesk has provided me with a robust management solution for handling both user requests and internal project tracking. Before implementing Zendesk, managing these processes was time-consuming, and there was no centralized source of truth or a dedicated area for users to reach out to. With Zendesk, I’ve been able to standardize the support process, which has significantly improved efficiency. This standardization has enabled me to handle more requests and projects while providing more granular insights into each open issue. The ability to centralize and streamline these processes has been a game-changer for our operations.

What do you like best about the product?

Views that you create for teams members and managers

What do you dislike about the product?

UX can be a bit old looking compared to other software

What problems is the product solving and how is that benefiting you?

managing tickets with system admins and partners

What do you like best about the product?

-Any channel your customer has, you can also chat with them back via your agent view
-I spent many years as a support agent and this platform really enhanced my days as a support agent; saving so many manual tasks via triggers, automations and macros
-There's so many features that exisit on the platform and if it doesn't exist I'm empowered to create my own
-I love a good help center that give it's end users the autonomy to solve their own issues and then have immediate access to 5 star support through whatever channel they choose
-I love having a community on so many different slack domains/channels; I feel like I can get a thread going with anyone talking about various topics. It's a really nice outlet when you're an admin stuck on a problem working remote by yourself.

What do you dislike about the product?

-Admin sidebar always collapsing on me, I get it's supposed to be sleak, but needs a bit more fine tuning. I don't click on the buttons in the admin center, I type what I need to get to and go from there. So when I'm typing and my sidebar disappears, it costs me an extra second or two, but I'm a real stickler on that second or two in 2024 lol.
-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever.

What problems is the product solving and how is that benefiting you?

Creating a seamless way to interact with customers and keeping the support at a high quality standard

What do you like best about the product?

I can group my team's tickets and have a view of all of them.
I can see on Explore the number of tickets worked per agent
I can see the SLA reporting by line of business
The customer's information is displayed on the side of the ticket
I can see if there are other people that have the same ticket open

What do you dislike about the product?

There is no report to show which tickets were actioned by a specific agent for that day.
Cannot unsend an email

What problems is the product solving and how is that benefiting you?

We can send sellers SMS's and emails if we are unable to reach them on the phone.

What do you like best about the product?

I can send and receive emails promptly & it helps save time with the macros.

What do you dislike about the product?

There is none that I dislike about Zendesk. If it were to change, can it be for the better.

What problems is the product solving and how is that benefiting you?

It has macros that we send to our customers. Macros help us by saving time to type emails.

What do you like best about the product?

We are new to the platform and the thing that I like most is the reporting.

What do you dislike about the product?

The sales process has caused our project to roll out much later than desired.

What problems is the product solving and how is that benefiting you?

It's not been depolyed just yet.

What do you like best about the product?

filter mode, easy-to-find information, sequence according to date

What do you dislike about the product?

having same tickets in different folders

What problems is the product solving and how is that benefiting you?

Grammar and language because of the already available email to use

What do you like best about the product?

The option is easy to use and very much convenient in my workspace making my life much more easier

What do you dislike about the product?

No complaints currently as I frequently use Zendesk for customer support showcasing ease of integration of imformation

What problems is the product solving and how is that benefiting you?

Time consumption

What do you like best about the product?

Emailing sellers if you can't reach them over the phone to pass the message makes communication very easy.

What do you dislike about the product?

When Zendesk is slow and can't see forwarded emails.

What problems is the product solving and how is that benefiting you?

It solves the delay in delivering the message and this helps more whenever I can't reach the seller.