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Zendesk Support desde mi experiencia
What do you like best about the product?
Es una herramienta de ticketing muy amigable, fácil de ejecutar desde cualquier navegador, computadora, celular con acceso a internet, te brinda la posibilidad de administrar los tickets en vistas, puedes interactuar de diferentes formas con los usuarios finales ya que te ofrece la posibilidad de activar chat, redes sociales, integraciones con otras herramientas, etc.
What do you dislike about the product?
El soporte técnico, en ocasiones tardaban bastante en contestar sobre todo porque al parecer no había gente en México que brindara soporte, así que la diferencia de horarios influía mucho en las respuestas
What problems is the product solving and how is that benefiting you?
Nos ayudó mucho en la reestructura de nuestra área de servicio a clientes, cuando migramos a esta plataforma fue muy fácil que nuestros agentes aprendieran a utilizarla, una de las ventajas es que tiene una suite de informes súper completa en donde puedes consultar estadísticas a través de diferentes gráficos, así como el envío de estos reportes en forma automática,e sto nos ayudó mucho ya que esa entrega automatizada, nos ahorraba tiempo que podíamos usar para otras tareas
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Seamless experience working on tickets!
What do you like best about the product?
Great information working with different support tickets, personalized views, great support! Also, the reporting ticket is useful trying to filter my work and other agents work as well.
What do you dislike about the product?
Some views does not load the ticket information properly while being updated.
What problems is the product solving and how is that benefiting you?
Prioritize and provide the proper Priority level working on tickets, from Highest to lowest, also, it is clear to have in a glance all the tickets information and the best way to contact the customer.
Zendesk Support Suite
What do you like best about the product?
Everything was in one place. All the tools were compatible. We could easily see who was online with one click.
What do you dislike about the product?
If an agent closed out of their ZD, but didn't log out, it still showed that they were online. Also, when a customer would leave a review, it was very black and white (Good/Bad) and there was no option for them to leave feedback for the company. We would get customers leaving bad reviews for the company, even though they really liked the agent.
What problems is the product solving and how is that benefiting you?
I like that you can see which requests are in progress. If someone is out sick, we can re-assign their tickets to someone else. It also makes it easier to see contact history.
Was once great, then left our sales funnel broken for weeks.
What do you like best about the product?
When it first came out, it was an attractive and easy way to affordably deliver great support. We used it for a decade or more for customer service. The ux was pleasurably simple and intuitive and the pricing and features were easy to understand and matched common needs.
What do you dislike about the product?
Over time pricing became more and more complex and expensive. Multiple plans, sometimes with even the same names like "Enterprise" or "Pro" would only get you part of what you needed. We added zen sales to handle basic CRM needs and things only got worse.
The amount of data sharing between these two apps was pretty limited unless you got everyone seats for both.
The plan we had at zen sales limited our concurrent sequences to 50, but when we hit that no notification was ever sent to us to upgrade. It just stopped sending emails to leads.
When we paid to upgrade to the next plan (pretty expensive at $99/user/mo) they took our money but didn't actually up the 50 limit to the 300 promised.
We opened multiple support tickets and waited weeks to get it resolved, but they never could. It would be days between responses from zen, and then they'd just want us to re-enable remote admin access so they could look again (because it had timed out.)
There's no phone to call. We even opened a sales ticket to try to get noticed.
In the end we just moved support to Jira using JSD, and we went with Pipedrive for CRM as it costs a lot less and does a lot more.
We enjoyed you for a decade zen, but for a company that sells a support product - that was miserable.
The amount of data sharing between these two apps was pretty limited unless you got everyone seats for both.
The plan we had at zen sales limited our concurrent sequences to 50, but when we hit that no notification was ever sent to us to upgrade. It just stopped sending emails to leads.
When we paid to upgrade to the next plan (pretty expensive at $99/user/mo) they took our money but didn't actually up the 50 limit to the 300 promised.
We opened multiple support tickets and waited weeks to get it resolved, but they never could. It would be days between responses from zen, and then they'd just want us to re-enable remote admin access so they could look again (because it had timed out.)
There's no phone to call. We even opened a sales ticket to try to get noticed.
In the end we just moved support to Jira using JSD, and we went with Pipedrive for CRM as it costs a lot less and does a lot more.
We enjoyed you for a decade zen, but for a company that sells a support product - that was miserable.
What problems is the product solving and how is that benefiting you?
It used to solve support, customer success, and even sales. It was basically the front door to our business across multiple websites. All communication started there.
Good tool to communicate with our end users but needs some enhancements yet
What do you like best about the product?
Zendesk provides a centralized platform for managing customer inquiries, tickets, and feedback, through various channels such as email, phone, chat, and social media.
Customizable interface: Zendesk allows users to personalize the look and feel of the software to match their brand and offer a seamless customer experience.
Multi-channel integration: Zendesk integrates with various other tools and platforms, allowing for a unified customer service experience across multiple channels.
Customizable interface: Zendesk allows users to personalize the look and feel of the software to match their brand and offer a seamless customer experience.
Multi-channel integration: Zendesk integrates with various other tools and platforms, allowing for a unified customer service experience across multiple channels.
What do you dislike about the product?
Lack of integration with some popular CRM and enterprise tools.
Delay in receiving customer tickets, which should be in a timely manner to respond instantly while the customer is online
Complexity in customization of the contact profiles with custom fields.
Delay in receiving customer tickets, which should be in a timely manner to respond instantly while the customer is online
Complexity in customization of the contact profiles with custom fields.
What problems is the product solving and how is that benefiting you?
Customer Service Management: Zendesk provides a centralized platform for managing customer inquiries, tickets, and feedback, through various channels such as email, phone, chat, and social media.
Team Collaboration: Zendesk enables support teams to collaborate and share information, improving response times and customer satisfaction.
By solving these problems, Zendesk helps companies to improve customer satisfaction, support team efficiency, and overall customer service operations. This can result in increased customer loyalty, improved reputation, and increased revenue.
Team Collaboration: Zendesk enables support teams to collaborate and share information, improving response times and customer satisfaction.
By solving these problems, Zendesk helps companies to improve customer satisfaction, support team efficiency, and overall customer service operations. This can result in increased customer loyalty, improved reputation, and increased revenue.
Reporting Engineer
What do you like best about the product?
Zendesk provides a complete view of communication with the customer. It is also easy to attach any sort of document to the message threads. Also, internal messages offer good communication with your team for each ticket; you even don't need any external communication channels.
What do you dislike about the product?
Using Zendesk might be challenging to use for newbies who would be working on support teams, especially the views. The notification emails also tend to get out of control. It is also difficult to track each ticket's progress; thus, it does not provide transparency for the customer.
What problems is the product solving and how is that benefiting you?
Zendesk provides an easy-to-use support tool for customers. In my experience, customers are more comfortable submitting requests to Zendesk. They can also attach screenshots, screen recording videos, or any attached documents.
Awesome for ticket management but that's about it.
What do you like best about the product?
Perfect ticket management solution if that's the only thing you'd need. Relatively easy to learn, even for inexperienced users (as long as they have previously used some sort of ticket management system).
What do you dislike about the product?
The rest of the products are mediocre at best, unfortunately. Contact (account) management, Zendesk Talk, and SMS are just good enough; nothing really outstanding.
What problems is the product solving and how is that benefiting you?
We're currently using Zendesk Support Suite just for its ticketing (incoming emails are converted into tickets) capabilities while taking advantage of its automation options.
Its a good replacement for outlook
What do you like best about the product?
- Its faster
- less downtime
- SLA management
- less downtime
- SLA management
What do you dislike about the product?
Need SLA Report in order to manage every team members SLA
& there should be new ticket nos created for every re-opned ticket so that the exact/actioned ticket can be counted for review
& there should be new ticket nos created for every re-opned ticket so that the exact/actioned ticket can be counted for review
What problems is the product solving and how is that benefiting you?
Easy allocation of mails / tickets which helps in assigning & managing performance of the team
Powerful, user-friendly support suite for businesses of all sizes
What do you like best about the product?
User-friendly interface: It is easy to navigate and use, making it accessible for businesses of all sizes and technical abilities.
Customizable: Zendesk offers a wide range of customization options, so businesses can tailor it to fit their specific needs and processes.
Comprehensive: It offers a range of features, such as ticketing, live chat, and a knowledge base, providing everything a business needs to manage customer support in one place.
Scalable: Zendesk can grow with a business, as it supports an unlimited number of users, tickets, and chats.
Integrations: Zendesk Support Suite can be integrated with a variety of external tools and platforms, making it easy to integrate it into an existing workflow.
Mobile support: Zendesk has mobile apps for both iOS and android, allowing agents to manage tickets and customer interactions on the go.
Reporting and analytics: It provides detailed reporting and analytics, so businesses can track performance and make data-driven decisions.
Customizable: Zendesk offers a wide range of customization options, so businesses can tailor it to fit their specific needs and processes.
Comprehensive: It offers a range of features, such as ticketing, live chat, and a knowledge base, providing everything a business needs to manage customer support in one place.
Scalable: Zendesk can grow with a business, as it supports an unlimited number of users, tickets, and chats.
Integrations: Zendesk Support Suite can be integrated with a variety of external tools and platforms, making it easy to integrate it into an existing workflow.
Mobile support: Zendesk has mobile apps for both iOS and android, allowing agents to manage tickets and customer interactions on the go.
Reporting and analytics: It provides detailed reporting and analytics, so businesses can track performance and make data-driven decisions.
What do you dislike about the product?
Limited customization options: While Zendesk offers a range of customization options, some users may find that the platform does not fully meet their needs and may require additional customization through their developer team like custom macros and custom fields.
Cost: While Zendesk offers a free plan, businesses may need to upgrade to a paid plan to access certain features or handle a higher volume of support requests.
Cost: While Zendesk offers a free plan, businesses may need to upgrade to a paid plan to access certain features or handle a higher volume of support requests.
What problems is the product solving and how is that benefiting you?
As a user of Zendesk Support Suite, I am able to benefit from a number of features that help me to manage customer support more effectively.
One of the main problems that Zendesk Support Suite is solving for me is providing a centralized platform for managing customer support. With the ability to handle ticketing, live chat, and a knowledge base all in one place, I am able to keep track of all customer interactions and easily access the information I need to provide efficient and effective support.
Another problem that Zendesk Support Suite is solving for me is the ability to customize the platform to fit my specific needs and processes. With a wide range of customization options, I am able to tailor the platform to work the way my business works, rather than having to change my business processes to fit the platform.
Additionally, Zendesk Support Suite is solving the problem of scalability for me. As my business grows, I don't have to worry about hitting a limit on the number of users, tickets, or chats that I can handle, as the platform supports an unlimited number of them.
Lastly, the reporting and analytics feature of the platform allows me to track performance and make data-driven decisions, which helps me to improve my customer service quality and efficiency over time.
One of the main problems that Zendesk Support Suite is solving for me is providing a centralized platform for managing customer support. With the ability to handle ticketing, live chat, and a knowledge base all in one place, I am able to keep track of all customer interactions and easily access the information I need to provide efficient and effective support.
Another problem that Zendesk Support Suite is solving for me is the ability to customize the platform to fit my specific needs and processes. With a wide range of customization options, I am able to tailor the platform to work the way my business works, rather than having to change my business processes to fit the platform.
Additionally, Zendesk Support Suite is solving the problem of scalability for me. As my business grows, I don't have to worry about hitting a limit on the number of users, tickets, or chats that I can handle, as the platform supports an unlimited number of them.
Lastly, the reporting and analytics feature of the platform allows me to track performance and make data-driven decisions, which helps me to improve my customer service quality and efficiency over time.
All in one Package
What do you like best about the product?
Zendesk can easily open multiple windows for a particular ticket due to which backtracking makes easy
What do you dislike about the product?
Since zendesk is so heavy it takes time to load as compared to other
What problems is the product solving and how is that benefiting you?
Zendesk helps us solve customer query whether it is in Chat form or Email form.
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