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Streamlined (multiple in 1) customer support/ticketing system
What do you like best about the product?
I like that this product provides multiple features,including the articles, ticketing, chatbot and integration with other systems.
What do you dislike about the product?
We have a certain seats available within our package/contract. I hope Zendesk could offer flexible packages to add 1 or more seats at a factional cost.
What problems is the product solving and how is that benefiting you?
We used to have only an inbox by Outlook and we were creating rules to sort all kinds of request and had to copy and paste answers for every request. Zendesk is a helpdesk can sort tickets categories by keywords and provide automatic response to direct people to self servce by reading our articles. Also I like the macros to use for multiple/many tickets.
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Zendesk support is a platform I use to attend all our clients questions and complaints
What do you like best about the product?
Single interface to manage communication with clients across all platforms
What do you dislike about the product?
That once a ticket is asigned i cant change it since im not admin but i know i would solve it faster
What problems is the product solving and how is that benefiting you?
We have many channels to communicate with our clients and Zendesk involves all of them
Start Up To Stabilize
What do you like best about the product?
Omnichannel support; traditional and digital channel solution and integration.
Ease of operation regardless of level.
Ease of operation regardless of level.
What do you dislike about the product?
Quite a lot of data points are not interpreted holistically on Explore/Analytics.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
Non-basic configurations can be a hassle sometimes.
Level of support is inconsistent; acknowledgment is okay, follow-throughs are challenging.
What problems is the product solving and how is that benefiting you?
Traditional and digital channel into one space/unified platform.
Self-serve, volume deflection.
Self-serve, volume deflection.
Zendesk is a great CRM tool
What do you like best about the product?
Easy to use platform. Very straightforward CRM software that helps you create different pipelines for different departments.
What do you dislike about the product?
There aren't any massive downsides that i've come across whilst using zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk helps me manage all of my customer enquiries in one place, I'm able to easily reply to emails whilst setting a SLA agreement depending on the ticket priority.
As a result, It helps me manage my time efficiently whilst working on the tickets in a good order.
As a result, It helps me manage my time efficiently whilst working on the tickets in a good order.
Effective service
What do you like best about the product?
Agents are always very friendly, and they always point out various documents that help to better understand the answers to questions and even apply changes or corrections to settings when necessary.
What do you dislike about the product?
The language switch when we need to speak with the next level of support
What problems is the product solving and how is that benefiting you?
Unification of various forms of support into a single system such as real-time chat and emails, and ease of use by agents
The easiest way to manage your customer support
What do you like best about the product?
Zendesk has made it incredibly easy to manage large amounts of customer support tickets simply and quickly
What do you dislike about the product?
It would be great if the asignee were to get an email notification once they were assigned a ticket
What problems is the product solving and how is that benefiting you?
Zendesk has made it easy for our team to work and anser customer questions efficiently
Zendesk Review
What do you like best about the product?
Omnichannelle capabilities and the ease of configuration
What do you dislike about the product?
Integration with Meta could be better in order to identify the real origin of the ticket (post, message). Sometimes it presents a lag between the time of the comment or message in FB and the moment we receive the ticket in Zendesk.
What problems is the product solving and how is that benefiting you?
Customer tickets traceability, omnichannel customer service. Improving customer experience
Effective customer experience through Zendesk ticketing platform.
What do you like best about the product?
With Zendesk Support Suite, our support agents are able to effectively reply to customer queries and able to see their pain points. With the recent additional of Ai, we are also able to trim down duration on handling tickets as ticket summaries are now available.
What do you dislike about the product?
Some settings would need some tech intervention.
What problems is the product solving and how is that benefiting you?
As we have grown our presence into a few more markets across globally, we need to deploy a robust solution whereby agents can easily reply to customer inquiries and additionally on T&Q side be able to manage FAQs effectively - that's where Zendesk is helping us.
Zendesk has improved our CSAT and NPS
What do you like best about the product?
1. Chat, Call, Customization, and easy masking of PI and PII.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
2. Zendesk macros help us to save a lot of time for our agents and able to manage tickets in a better way by queuing.
3. SLAs can be easily managed in Zendesk and altered at any time.
4. Mass communication can be sent to bulk tickets.
5. Similar tickets can be merged easily.
6. Multiple levels of support can be managed.
What do you dislike about the product?
1. Better integration of Client documentation or client knowledge base so Level 1 can be easily deflected.
2. A better way to identify multiple people's efforts on a ticket.
2. A better way to identify multiple people's efforts on a ticket.
What problems is the product solving and how is that benefiting you?
1. We use Zendesk to help customers log support tickets and it is the first step of communication for our customers for any product-related queries.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
2. This helped us to manage ticket volume over a team size of 50.
3. Zendesk Dashboards helped us to identify the ticket load on each agent and ticket volume can be evenly distributed.
4. We use Zendesk Dashboards to show the quarterly metrics to management.
Very complex to integrate
What do you like best about the product?
It has a robust suite of APIs to manage support tickets.
What do you dislike about the product?
It's too complex and the developer documentation + community isn't very helpful
What problems is the product solving and how is that benefiting you?
At the time, Zendesk support suite was supposed to help us seamlessly and totally automate our support system. We switched to Intercom because of it's unfriendly UI and also because it was simply too complex to set up
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