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Zendesk and Guide feedback
What do you like best about the product?
Very easy to use. Communicate and collaborate easily.
What do you dislike about the product?
The administration center is hard to navigate and the Guide center lacks advanced editing tools.
Slow at zendesk support agent reply time.
Slow at zendesk support agent reply time.
What problems is the product solving and how is that benefiting you?
The Zendesk support suite allows us to provide quick and easy ways to support our customers. It is easy to manage and check all the support metrics.
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A straightforward ticketing system with extensive customization possibility
What do you like best about the product?
Most of the configuration is easy to start using out of the box.
What do you dislike about the product?
The different product offerings can be a bit confusing to navigate.
What problems is the product solving and how is that benefiting you?
Zendesk has the distinct ability to be extended and customized very well. As long as you are willing to learn how Zendesk works, they provide the tools you need to develop the product.
Long Time User
What do you like best about the product?
There are many customization options for the tickets/users/organizations, as well as macros that can be created and used to save a lot of time. The Problem/Incident linking is super helpful too.
What do you dislike about the product?
Exporting data about Organizations alone isn't possible at this point. I mean apart from ticket / user data. There are also search results that can't be sorted over the various columns and that seems like basic functionality that is missing.
What problems is the product solving and how is that benefiting you?
For my role, keeping the Organization records up-to-date so that our customer service reps (who are contracted out and have no access to our CSM) are aware of who to contact with Account (Organization) questions, whether a customer's access to their software was deactivated, etc, is super helpful.
When I was in Customer Service we'd only just started the chat and I didn't get much experience with that.
When I was in Customer Service we'd only just started the chat and I didn't get much experience with that.
Great Customer Service
What do you like best about the product?
There are different features you can use with ZenDesk. This is great for reaching your clients and having a phone and chat system in place.
What do you dislike about the product?
Sometimes searching for the features are not the easiest.
What problems is the product solving and how is that benefiting you?
When I was unabe to be on ZenDesk and had issues connecting, they were great about getting back to me within 15 minutes.
Zendesk support Suite is good with various cool features albeit a bit expensive
What do you like best about the product?
Integrated Email support, Voice support and Live Chat support and ease of integration with various CRM systems.
What do you dislike about the product?
Cost is on the higher side. Tech Support is not quick and responsive, Tech Support can definitely be improved.
What problems is the product solving and how is that benefiting you?
We needed a easy to use Livechat solution as well a Help Guide (customer help desk portal) and Zendesk support Suite has a Live Chat as well a Help Desk guide that is easy to use.
ZenDesk gets the work done
What do you like best about the product?
overview of tasks, ease of assigning a task to a supporter etc.
What do you dislike about the product?
Looks a bit 80-ish. hard to customize and support from ZenDesk is far too slow. Example: I realized that all mails to customers start with "Hi [agentname]" and it really should have been "hi [customer name]" but I couldn't find out where to change it and now, 48 our after submitting a ticket, I haven't received an answer.
What problems is the product solving and how is that benefiting you?
It handles my case load and task aasignito
Fast, Quick and Correct answer
What do you like best about the product?
The help pages are great, but you do end up down a rabbit hole. I spent a few hours trying to workout why my emails were not forwarding, and then jumpped to Live Chat.
What do you dislike about the product?
Nothing they were very quick to respond. This was what I needed.
What problems is the product solving and how is that benefiting you?
Bringing all our media channels into one place.
Head of Support
What do you like best about the product?
Europe based data storage is something not to be underrated during the times of data privacy topic being so burning.We could not risk stroing the data of our Users in servers based in places that do not comply with our values and regulartions.
What do you dislike about the product?
The transition has not been quite smooth - it would be nice to have it all communicated very clearly what is the benefit of Suite and how to fully make an advantage of it.
What problems is the product solving and how is that benefiting you?
We mostly cared about the localization of our data storage - wanted to move them as far as possible from the USA and bring them closer to Europe, knowing that choosing EU-based Data Centers made the Suite very attractive for us.
Great support and service
What do you like best about the product?
The staff are super friendly and knowledgeable.
What do you dislike about the product?
Time difference. The WhatsApp activations team only start responding to e-mails after 4 pm SA time.
What problems is the product solving and how is that benefiting you?
Setting up WhatsApp Business Accounts through sunshine conversations platform.
Zendesk is the best
What do you like best about the product?
I've been using Zendesk for almost a decade now ...it's the best Help Desk I've used (I've tried several). It's intuitive and can accommodate our needs, especially in creating hundreds of customized macros and articles. This is how our small team can be as efficient as we are while retaining warm, personable communications with our customers.
What do you dislike about the product?
When site changes happen over the years - most of them are exciting and focus on making our job easier. But sometimes a change happens, and it's not an improvement. Luckily, those are few and far between.
What problems is the product solving and how is that benefiting you?
To be able to support our customers with answers to their questions (via the Help Center, email, chat, and phone) in an efficient way.
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