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One of the best Chat platform and CRM
What do you like best about the product?
Ease of use and implimentation
Chat platform and CRM
Chat platform and CRM
What do you dislike about the product?
Costing is something which is dissapointing and the basic version lacks many features. Suite is the best but comes with lot of cost.
What problems is the product solving and how is that benefiting you?
Chat platform for our sales and support system
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It accomplishes most of what we need as an organization, with little fuss and good customization.
What do you like best about the product?
The display of information, compartmentalization of support tasks, and configurabitily of the tool are extremely good and relatively easy to work with after an initial introductory period.
What do you dislike about the product?
It's less-structured around more "free-wheeling" remote workforces like our own, where we don't utilize shift work but have ways we'd like to organize tickets. I've spoken with Zendesk folks about this so far, and we're aware that this is a unique thing to how we work, but I'd still love to see it be addressed at some point in the future. It generally doesn't affect how I feel about the product.
I would LOVE to have the ability to customize the CSAT scoring or email.
I would LOVE to have the ability to customize the CSAT scoring or email.
What problems is the product solving and how is that benefiting you?
It provides easy-to-use tooling for our global support team to be able to effectively support our customer base without losing track of issues.
The Support is SO BAD it's starting to Feel Like a SCAM. They won't stop charging my card!
What do you like best about the product?
The chat bot creation features were pretty nice. Works well, but no real AI integrations. I have to build everything myself.
What do you dislike about the product?
The service is essentially non-existent. We had 3 professional licenses running us around 125 USD a month, and once we didn't really need 3 agents using the platform, we tried to downgrade to 1 agent.
But to downgrade or remove a user you need to give up to 60 days' notice. Okay, so we tolerarted that, but not it's been more than 60 days and they still have not downgraded my subscription. Each month they continue to charge me for the full subsription, and then I have to create another ticket to request their support to downgrage my subscription. They continue to charge me full price, and then say sorry but we cannot offer you a refund. They stack the overpayment onto my account as future credits to be used, but will never give me back a dime.
Beware of this service. Once they have your subscription setup, they will make it nearly impossible to downgrade. If they do over charge you, you'll never get a penny back.
Lastly, you'll never actually speak to anyone ever. Thier support and service is such a joke, you just get automated bots that email you the same messages about the same recurring problems.
At the end of my experience, this service felt like it was sort of a scam. They take your money, won't let you downgrade, keep charging your card, and you can never speak to a real person. COMPLETE JOKE.
But to downgrade or remove a user you need to give up to 60 days' notice. Okay, so we tolerarted that, but not it's been more than 60 days and they still have not downgraded my subscription. Each month they continue to charge me for the full subsription, and then I have to create another ticket to request their support to downgrage my subscription. They continue to charge me full price, and then say sorry but we cannot offer you a refund. They stack the overpayment onto my account as future credits to be used, but will never give me back a dime.
Beware of this service. Once they have your subscription setup, they will make it nearly impossible to downgrade. If they do over charge you, you'll never get a penny back.
Lastly, you'll never actually speak to anyone ever. Thier support and service is such a joke, you just get automated bots that email you the same messages about the same recurring problems.
At the end of my experience, this service felt like it was sort of a scam. They take your money, won't let you downgrade, keep charging your card, and you can never speak to a real person. COMPLETE JOKE.
What problems is the product solving and how is that benefiting you?
This platorm allows me to create a chat bot that answers customer quesions on my website. It works okay, but I had to build out the entire thing.
Fastest interface
What do you like best about the product?
I do love the speed in which Zendesk works, it turnes really good when responding to customers, I really use it all day long! As well all features to be used are a very good help!
What do you dislike about the product?
I do dislike that there are sometimes bugs that will turn you back into the same page that you were before so it takes time!
What problems is the product solving and how is that benefiting you?
Zendesk has all our information for contacting and responding to email, sms and client profiles!
Easy to navigate gui
What do you like best about the product?
The ticketing structure makes it easy to search through.
What do you dislike about the product?
The order in which emails are uploaded in the ticket can be a bit chaos since it's not always in time order.
What problems is the product solving and how is that benefiting you?
Allowing users ability to use the self service portal.
Zendesk has helped us take our user support to another level.
What do you like best about the product?
Zendesk offers us a feature rich platform to help us support our users. From simple trouble tickets to full blown workflows, we have what we need to increase our efficencies, track our progress and offer knowledge to our users. We are also big fans of Zendesk's integrations with many of the other products we use.
What do you dislike about the product?
Zendesk is expensive although we do find value in it.
What problems is the product solving and how is that benefiting you?
Zendesk has enables us to create workflows that create a better onboarding experience for our employees and helps us keep better track of our device fleet.
My Zendesk Support Suite review
What do you like best about the product?
Coming from ServiceNow I do like how Zendesk is more intuitive and has a better user interface/user experience. We've really utilized the guide section to curate "how to "guides for our end users, which has been quite helpful. The overall experience has really made it easier to provide support.
What do you dislike about the product?
I think the issues we've come across are really a niche thing and more of an "us" issue. It has actually been a while since it cropped up, so I unfortunately don't even remember what it was.
What problems is the product solving and how is that benefiting you?
It has so far been a true "all in one" solution for our needs. We recently went "live" with our FAQ section and that has been a huge benefit.
Easy and Organizex
What do you like best about the product?
The interface is easy to use and the option to create child tickets help to keep multiple teams on tje same page to accomplish a common goal.
What do you dislike about the product?
I would like a better layout of when child tickets are completed so I don't have to go into them and check what the status is.
What problems is the product solving and how is that benefiting you?
Keep track of who is working on what incident or request
Zendesk Presentation was very well planned and coordinated. Great speakers
What do you like best about the product?
Ticketing system, knowledge base and it's easy to run most reports
What do you dislike about the product?
You cannot run live reports or history reports on agents use of time in the call queue
What problems is the product solving and how is that benefiting you?
It provides a history of customer calls and it is easy to send them KB articles and macros to quickly resolve tickets.
Zendesk is the best
What do you like best about the product?
It has everything we need from a support perspective
What do you dislike about the product?
No complaints. We really enjoy using zendesk.
What problems is the product solving and how is that benefiting you?
It has our tickets and chats all in the same place. Also easy to collaborate cross functionally.
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