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Good software, crap service
What do you like best about the product?
The software works well, is fully featured and meets all of our needs.
What do you dislike about the product?
If you need any customer service they try to blame everything on the user and seem incapable of taking suggestions for how to improve.
What problems is the product solving and how is that benefiting you?
Allows us to share client communications with multiple staff and teams.
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Not a complete tool but its what we have in the market
What do you like best about the product?
The basic tools are perfect for Support/CS workspaces that don't need a high level of complexity.
Zendesk Guide is fire tho.
Zendesk Guide is fire tho.
What do you dislike about the product?
Every time you want to customize something Zendesk won't let you.
You want to insert HTML through a macro? Nope
You want to insert a HTML through a markdown in a Macro? No
You want to send manually customer surveys to guarantee that the client answers at the same time he sees the final answer? Nope
The examples i gave above are the last issues I had while trying to implement change in our support workflow, but this applies to every other tool. Your development culture is based on not letting your customer customize tools to their own needs.
And the thing is there is no real competitor, only micro services between each country.
You want to insert HTML through a macro? Nope
You want to insert a HTML through a markdown in a Macro? No
You want to send manually customer surveys to guarantee that the client answers at the same time he sees the final answer? Nope
The examples i gave above are the last issues I had while trying to implement change in our support workflow, but this applies to every other tool. Your development culture is based on not letting your customer customize tools to their own needs.
And the thing is there is no real competitor, only micro services between each country.
What problems is the product solving and how is that benefiting you?
Customization is impossible
Zendesk Review
What do you like best about the product?
Systematic Approach to the ticketing solution.
What do you dislike about the product?
Light Agents currently don't have tagging option.
What problems is the product solving and how is that benefiting you?
Proper management of queries category wise and detailed reports.
My Personal Experience with a Customer Service Game-Changer
What do you like best about the product?
I recently had the opportunity to use Zendesk as a customer service solution for a business I was working with, and I was thoroughly impressed with the platform. From its user-friendly interface to its robust features, Zendesk made it easy for us to provide top-notch customer service.
One of the standout features of Zendesk was its ticket management system. We were able to efficiently handle and track customer inquiries, which helped us respond to customers quickly and effectively. Additionally, the knowledge base and community forum were incredibly helpful in providing customers with the information they needed, reducing the volume of support inquiries we received.
One of the standout features of Zendesk was its ticket management system. We were able to efficiently handle and track customer inquiries, which helped us respond to customers quickly and effectively. Additionally, the knowledge base and community forum were incredibly helpful in providing customers with the information they needed, reducing the volume of support inquiries we received.
What do you dislike about the product?
Now, let's move on to the areas where I felt Zendesk could be improved. One issue I encountered was with the platform's reporting and analytics features. While they were robust and provided valuable insights, I found the interface to be a bit confusing and difficult to navigate. Additionally, I experienced some technical difficulties with the platform, which required assistance from Zendesk's support team to resolve.
In conclusion, while my experience with Zendesk was generally positive, there were a few areas where I felt the platform could be improved. However, the comprehensive features and user-friendly interface of the platform make it a strong choice for businesses looking to streamline their customer support operations and provide exceptional customer service.
In conclusion, while my experience with Zendesk was generally positive, there were a few areas where I felt the platform could be improved. However, the comprehensive features and user-friendly interface of the platform make it a strong choice for businesses looking to streamline their customer support operations and provide exceptional customer service.
What problems is the product solving and how is that benefiting you?
The platform also helps businesses provide a seamless support experience by allowing integration with other tools and platforms, including popular social media networks and email providers. This helps businesses respond to customers in real-time and provide a more comprehensive support experience
Zendesk Support Suite is a straightforward and easy to use tool for customer support.
What do you like best about the product?
Ease of use, layout, custom statuses for tickets, and integrations. Zendesk has been very straightforward and I've been consistently able to get team members up and running within a day.
What do you dislike about the product?
I think it would be beneficial to do an overhaul of Zendesk Explore specifically for reporting, because that is the only part that I find not to be the most straightforward (creating custom reports outside of what is already there).
What problems is the product solving and how is that benefiting you?
Zendesk support suite gives our team a single space where we can all work on our tickets without having our personal inboxes spammed or having to guess and check who is working on what email. It also lets us have and easily update out help center.
Excellent Help Desk Software
What do you like best about the product?
It allows you to use triggers, so you can automate a significant amount of tasks and repetitive work by relying on Zendesks flexible trigger options
What do you dislike about the product?
Their customer support is not good i hope they work on it no one replies to your queries
What problems is the product solving and how is that benefiting you?
So we use this for our complaint management system and we've setup chatbots to help our customers resolve their queries.
Zendesk Support from my experience
What do you like best about the product?
It is a very user-friendly ticketing tool, easy to run from any browser, computer, or cell phone with internet access, it gives you the ability to manage tickets in views, you can interact in different ways with end users as it offers the possibility to activate chat, social networks, integrations with other tools, etc.
What do you dislike about the product?
The technical support sometimes took quite a while to respond, mainly because there didn't seem to be people in Mexico providing support, so the time difference greatly influenced the responses.
What problems is the product solving and how is that benefiting you?
It helped us a lot in the restructuring of our customer service area, when we migrated to this platform it was very easy for our agents to learn to use it, one of the advantages is that it has a super complete reporting suite where you can consult statistics through different graphs, as well as the automatic sending of these reports, this helped us a lot since that automated delivery saved us time that we could use for other tasks.
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.
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