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Great tool for CSR
What do you like best about the product?
For sure sandbox and custom agent role. QA
What do you dislike about the product?
Does not include extra full agent seats. And automatic syncing of sandbox
What problems is the product solving and how is that benefiting you?
Doing all testing and set up in sandbox. Using sandbox for training new agents.
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IT Support HelpDesk
What do you like best about the product?
The Zendesk Suppot Suite is great for tracking tickets and keeping a knowledge base.
What do you dislike about the product?
Many features are add-ons for an additional cost instead of being all inclusive.
What problems is the product solving and how is that benefiting you?
The Support Suite helps us assist our users with their IT problems.
Good CRM
What do you like best about the product?
It’s quick to learn how to use the support features making onboarding new agents easy. They have a wide variety of products to support different channels
What do you dislike about the product?
Zendesk Explore, their reporting feature, is not intuitive and leaves a lot to be desired. You can spend hours trying to configure attributes in the right way and end up with a clunky report that still isn’t quite right
What problems is the product solving and how is that benefiting you?
Very easy to manage tickets within our team of agents
Intuitive, full service support platform
What do you like best about the product?
I love that it’s a Support platform, through and through. It’s not a Frankenstein system that has tried to branch off and do a million other things. Because of their focus on the market they serve, the product continues to be improved and advanced.
What do you dislike about the product?
I don’t have any downsides. The product has come SO far in the last several years!!
What problems is the product solving and how is that benefiting you?
It allows us to hear from customers and serve them in a multitude of different ways - chat, email, phone, web, etc.
All in one
What do you like best about the product?
What makes Zendesk the best option in my point of view is that it provides all of the support solutions that I need in a few clicks away. I can build complex flows with zero coding.
What do you dislike about the product?
Some legacy structures that seems to be left aside (like automations page)
What problems is the product solving and how is that benefiting you?
I can manage all my channels in one tool in a very seamlessly way
Solid capabilities, promising future but a few nice to haves are missing
What do you like best about the product?
Simple and low code solution for our global support workforce.
What do you dislike about the product?
A few features and flexibility would be nice. Zendesk needs to get “better at math” and allow for more comparative or calculation based logic.
What problems is the product solving and how is that benefiting you?
Able to communicate directly with users who need help
Awesome Folks!
What do you like best about the product?
Super helpful. Able to answer my question easily.
What do you dislike about the product?
I don’t have any constructive feedback at this time.
What problems is the product solving and how is that benefiting you?
It’s not yet, but I hope it will.
Great experience
What do you like best about the product?
Great customer facing solution. Highly recommended for public customer support.
What do you dislike about the product?
I would love a simpler reporting method. It seems a bit overwhelming to run reports but I do see improvements with AI coming
What problems is the product solving and how is that benefiting you?
It is our primary ITSM solution for all our company services.
Best in class ticketing platform
What do you like best about the product?
Zendesk support suite is both powerful and adaptable for customer support operations. A robust and easy to use API as well as a wealth of marketplace app make it seemingly capable of any support experience you can imagine.
What do you dislike about the product?
The platform is composed of many apps which can make the learning curve higher.
What problems is the product solving and how is that benefiting you?
We use ZD SS for call dispositioning of voice calls.
ZD Review
What do you like best about the product?
Ease of tracking issues for different customers
What do you dislike about the product?
The reporting isn’t as intuitive S We’d like
What problems is the product solving and how is that benefiting you?
Our application support issues are tracked and resolved quickly and efficiently
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