Zendesk Suite

Great System for Support Ticket Management

Komentarze: Overall, our experience with Zendesk as a support ticketing system has been good. While a bit expensive for the amount of features we use, the integrations and automations available work well with our current client workflow and processes.

Zalety:

Zendesk offers a lot of great automations and integrations that are essential to running a successful support desk. Custom automated responses based on ticket criteria help reduce admin time spent updating tickets, and give clients instant recognition that they request has been received. The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project. New Zendesk tickets can be easily imported into existing Jira projects for seamless workflow.

Wady:

Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need a lot of individual users to manage workflow, then Zendesk will not be a very affordable option, as you will be charges for each individual user. The admin panel is also a bit cumbersome to manage, as there are separate systems for managing tickets and managing automations/workflows. A combined or condense admin panel would provide a much better user interface for admin and service agents.

Long term user - solid product!

Komentarze: Zendesk is a solid platform that we have used for over 12 years, and helps to serve our customers well. As a customer facing tool for users of our SaaS platform, we utilise Zendesk support & gather for ticketing and KB respectively.

Zalety:

The clarity of information, and integrations with 3rd party systems within our tech stack such as JIRA and Custify.

Wady:

There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage. Reporting can be very hit & miss!

so close to 5stars

Komentarze: Overall it was okay, it has a few bugs that need figured out before it can be 5 stars

Zalety:

It was easy to navigate and user friendly.

Wady:

It would oftentimes lag and make it a longer process then needed.

Reliable customer support platform, with strong integration capabilities

Komentarze: It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one of the best platforms for customer support.

Zalety:

Intuitive user interface, fast and easy to use. It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service. Great integration with other software.

Wady:

There are limited customization options for advanced users, also pricing can be quite high for smaller businesses.

A ticketing platform

Komentarze: Overall it is extremely helpful ticketing tool to make work easy by mahing automations , personal queue, managing of chats, call over one dashboard. All these things give ease to use Zendesk.

Zalety:

1. Highly reliable platform for tickets, chats, and phone management. 2. Well management dashboard and UI for work and checking. 3. Highly integerable and easy to start with as well.

Wady:

1. High bandwidth is needed otherwise it shows performance issues. 2. Frequent downtime reported in past few months.

Good value and UI

Komentarze: Overall good use for purpose. Good to track customer raised incidents and raised how support handledd them.

Zalety:

I do like clean and straight forward UI. I can easily CC myself in the tickets raised inside Zendesk, track and add comments into tickets and review data.

Wady:

Reporting could be improved, whilst I do like clear UI would prefer it to be more modern and sleek.

Zendesk Review

Komentarze: Good, served its purpose, but couldnt capture data up front like other programs.

Zalety:

Was able to chat among coworkers, review past chats.

Wady:

The rotation was too fast at times, couldnt respond in timely manner without losing the chat. Couldnt upload images.

Zendesk Review

Komentarze: Zendesk has been solid overall. Aside from more customization when creating articles, not much more I could ask for.

Zalety:

Easy to navigate. Great ticketing system.

Wady:

Would like to see more customization options when it comes to creating articles.

Useful customer ticket management software but pricey for advanced tiers!

Komentarze: Overall, due to the scalable nature, ability to work with third-party tools, and improving the customer interactions, a good software that can be useful.

Zalety:

The awesome feature is the centralized ticketing making it so much easier for managing customer tickets.

Wady:

As you move up the advanced tiers, so does the price...can be quite hefty!

A solid live chat solution

Zalety:

I like how quickly I'm able to chat with prospects and help address any questions they have. The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place.

Wady:

It's limited in some capabilities with automating the initial interactions and AI conversational features. I've occasionally noticed a lag time in notifications which has impacted response time.

Zendesk is a good tool to have in your tool kit.

Komentarze: My overall experience with Zendesk Suite has been positive. The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of our support operations. The intuitive interface, robust ticket management, and knowledge base features contribute significantly to providing a better customer support experience.

Zalety:

The standout feature of Zendesk Suite is its seamless integration of various customer support tools, providing a unified platform for ticket management, knowledge base, and communication channels. This integration enhances efficiency, reduces response times, and contributes to an overall improved customer support experience.

Wady:

One drawback is that the pricing structure of Zendesk Suite can be relatively higher compared to some competitors, which might be a consideration for budget-conscious organizations.

Zendesk in FinTech

Komentarze: It has its ups and downs but in general it is working quite nicely and the topics that can be complained about are usually not a deal breaker.

Zalety:

The general ticket solutions and the possibilities that are within Suite are a good one if you are working in a team. Everyone can have access and also share feedback.

Wady:

Few features are very basic are seen as premium (cost extra). For example forwarding a case on an email costs extra.

Good small business program

Komentarze: Overall it is an ok program for a small business. Also making sure everyone is on the same page when using this system took many people in account can cause mass confusion.

Zalety:

user friendly and many options for a small business

Wady:

Its a little tricky when trying to find options for voicemail and doesn't keep track of things over 90 days.

Zendesk Suite offers the best customer support. It's a gem

Komentarze: If you want to be a pro in providing customer support,you should work with Zendesk Suite and make it easier for your customers.

Zalety:

They deliver a very impressive customer service and it's very easy to monitor the needs of your business and that's why it's my favorite. Zendesk Suite is very flexible it favors even the beginners and all business types

Wady:

I ain't complaining about anything about this tool.

Best ticketing tool I have ever used!

Komentarze: My experience is overwhelmingly positive. The tool is reliable, stable, and extremely efficient.

Zalety:

The intuitive interface, role management, and customization and automation of responses via macro are the features that made Zendesk a game changer for me and my role.

Wady:

Markdown can be tricky to use, especially if other 3rd party software for crafting text are in use. Separation between internal notes and public messages could be clearer and have better safeguards in order to send internal notes as public messages and viceversa (or a quick recall features)

Zendesk Suite, Is It Really Sweet?

Komentarze: So far my use with Zendesk Suite has been quite positive. No issues and its very reliable.

Zalety:

I love that Zendesk Suite is a realable app that allows me to provide wonderful customer support services that my customers deserve from the beginning.

Wady:

The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available.

Zendesk - tracking communication master

Komentarze: amazing, i dont know what i would do without zendesk in my role. It made tracking everyhting so easy

Zalety:

zendesk is so good. its a better version of email. I would say zendesk was so confusing to use at first, but after awhile, oh gosh, its really amazing. Zendesk can track everything and my favorite feature would be the numbers assigned to tickets. you can always refer to anything as long as you have the number

Wady:

what i hate about zendesk is they keep changing the format a lot. After getting used to one format, they go ahead and change it which takes a while to get used to.

Zendesk user as a team leader

Komentarze: It helps our company run using Zendesk suite

Zalety:

It is a very important tool at work when communicating with customer and clients

Wady:

Sometimes we experience some outage but not frequently

Top notch ticketing system

Zalety:

As an administrator, Zendesk offers a comprehensive set of tools for managing customer support operations. The ticketing system is robust and customizable, allowing us to tailor workflows to our specific needs. The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement.

Wady:

Zendesk's customer service is generally responsive, occasional delays in resolving technical issues can disrupt operations.

Complete ticketing tool

Komentarze: Fine , reliable and organized ticketing tool with sla management and to keep track of status and accurate timeline of all the support tickets. Easy to configure and automate responses on the tickets.

Zalety:

Highly performant ticket tool with complete options. Easy login through SSO and reliable tool. Can easily configure profile , signature and automated replies in tickets.

Wady:

On mobile and personal hotspot internet it works little slow.

I love ZenDesk - Support and Guide!

Zalety:

Organization, the searching, the reporting and the usability.

Wady:

Somehow my contact names get messaged up and switched around, no idea how.

Zendesk Suite Review

Komentarze: I am very happy using Zendesk since it makes my work easier.

Zalety:

It is very useful to communicate with customers and it is easy to access the previous conversations.

Wady:

Since it doesn't always appear when I want to look for anything, it's hard to do so.

Zendesk as a 3rd party user

Komentarze: As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented incident workflow the vendor asked us to communicate and open tickets via zendesk). The use case was quite simple and easygoing as if there was a problem there was a ticket, in addition as a 3rd party I could use the history and active dashboard to track the status

Zalety:

Simple, easy console to use, easily find tickets, good stracture and commenting system

Wady:

The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and Zendesk was one of my vendors ticketing system).

Zendesk Review

Zalety:

That it integrates with other Apps and has it own dash

Wady:

That it takes a lot of actions to configurate tags, for exemple.

Useful Zendesk

Komentarze: I can say that Zendesk is very mucb helpful.

Zalety:

You can easily reply to the customer concern.

Wady:

Nothing much because there is a lot of ticket you can merge with.