Zendesk Suite

Great System for Support Ticket Management

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

Solid customer support system

製品を使ってみた感想： Our team is happy with Zendesk for supporting our two products. The agents learn the system quickly, and feel comfortable answering email tickets and taking live chats. We receive excellent customer reviews on the quality of the support we provide.

良いポイント:

Zendesk is easy to organize and automate, providing prewritten macros for agents to use, and preset chatflows for a bot to provide first-level support.

改善してほしい点:

Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating.

so close to 5stars

製品を使ってみた感想： Overall it was okay, it has a few bugs that need figured out before it can be 5 stars

良いポイント:

It was easy to navigate and user friendly.

改善してほしい点:

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

The support tool with extra everything

製品を使ってみた感想： We have tried several support tools for best possible support to our customer.
Zendesk Suite have everything bundled so you don't need to use diffrent tools

良いポイント:

It's easy to use and have everything you need for your Customer Service

改善してほしい点:

Nothing really bad about it, maybe the UI could be better sometimes.

A ticketing platform

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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

Worst Experience with Zendesk Suite - Avoid at All Costs

製品を使ってみた感想： Our overall experience with Zendesk Suite was dreadful. Despite being long-time users, we faced continuous hassles and struggles, particularly with their payment structure and unresponsive support team. When we attempted to downgrade our user numbers, a small oversight led to an automatic renewal, and our account manager failed to respond in time. This resulted in unnecessary charges that we could not afford, and Zendesk showed no willingness to provide a solution. In the end, we lost all our data and help center content. Their rigid policies, poor customer service, and illogical pricing model have caused significant damage to our business. I strongly advise against using Zendesk Suite as there are far better alternatives available.

良いポイント:

The platform had a good reputation and seemed like a reliable choice based on its longstanding presence in the market.

改善してほしい点:

Extremely poor customer service and support. Payment methods and structure are convoluted and inflexible. Account managers are solely focused on making money rather than helping customers. Unresponsive and evasive support team, often citing vacations as a reason for delays. Inability to downgrade user numbers in a timely manner, leading to unnecessary charges. Lost all our data and help center content due to their rigid policies. Overall, their pricing model and policies are illogical and harmful to loyal customers.

Clean and usable

製品を使ってみた感想： I have more than 7 years of experience with Zendesk and I've always enjoyed working with it.

良いポイント:

The interface and the usability. It's very well organized and "clean".

改善してほしい点:

There are no particular things in Zendesk that I don't like.

Use Zendesk to improve customer satisfaction and manage all functions needed

製品を使ってみた感想： It's a great platform for customer support, managing tickets and multichannel support. I feel like it improves our customer interactions

良いポイント:

I like that it combines multiple channels like email, chat, phone, and social media- also works with 3rd party tools like Salesforce. It is scalable which is great for our growing company

改善してほしい点:

It can be expensive for smaller companies, it is also hard to set up (per our IT dept)

Solution space

良いポイント:

Ease of use and collective data when you need it

改善してほしい点:

There is nothing that I didn’t like in this program

Mandatory Download

製品を使ってみた感想： My overall experience with Zendesk Suite is its an amazing, high quality, app that allows you to work from home, do school from home and just basic business contacts.

良いポイント:

Qhat i like most about zendesk it that ability to interact with co-workers, amagers and even school.

改善してほしい点:

What i like least about zendesk suite is that i just wish it qould turn off somethimes in just needa brake feom work. Lol.

Resurface the power of customer service with Zendesk Suite.

製品を使ってみた感想： It's the most customized and more simplified software which gives you the chance to install apps which you may have found useful.Its the best.The experience was satisfying.

良いポイント:

Its a flexible software which is very easy to introduce.Brings collaboration between me and my team.It has helped me achieve alot and created a good relationship with my clients and my sales have doubled.Its easy to answer queries and solve any arising issues together Very easy to adopt no training required.This is the chief ingredient in building yourself.

改善してほしい点:

Absolutely satisfying performance,I a proud user.

Zendesk Suite offers both quality and quantity under the same basket.

製品を使ってみた感想： Profoundly amazing. Giving the best experience to customers and creating a wonderful working environment for all.

良いポイント:

Achieving automations in workflows saves time and energy. It also relieves the organization the cost of hiring more personnels for the job. I have experienced a quantified benefits ranging from speed, smartness in the outcome and cost effectiveness. I highly treasure Zendesk Suite. Customers are appreciating what they get from us. Join the ride for greater achievements.

改善してほしい点:

Very clean. I find no cons for Zendesk Suite. Everything is sorted by the ease of navigation and smart results.

All in one package for customer support and external documentation

良いポイント:

Zendesk offers a easy-to-use and complete feature set for customer support and external documentation. All of which is maintainable by non-technical people.

改善してほしい点:

The set-up and fine-tuning to your specific process might require some time to figure. While their rule engine is super flexible, it requires some getting used to.

Very helpful tool for customer services with multiple options : Chat, Email, Messaging, Calls

製品を使ってみた感想： It makes day to day tasks easy.
Chat, Email, Messaging, Calls options to do the daily tasks.
Internal notes option helps to keep track of the status of the tickets/concerns.
Links of Guru, Atlas can be attached for references.
Multiple tasks and concerns can be handled together.

良いポイント:

Multiple helpful tools like email, voice, text messages, internal notes and live chat to communicate with the customers.

改善してほしい点:

All tools and options are helpful. All is good.

Best ticketing tool I have ever used!

製品を使ってみた感想： My experience is overwhelmingly positive. The tool is reliable, stable, and extremely efficient.

良いポイント:

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.

改善してほしい点:

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?

製品を使ってみた感想： So far my use with Zendesk Suite has been quite positive. No issues and its very reliable.

良いポイント:

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.

改善してほしい点:

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

製品を使ってみた感想： amazing, i dont know what i would do without zendesk in my role. It made tracking everyhting so easy

良いポイント:

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

改善してほしい点:

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- The Powerful Tool

製品を使ってみた感想： I have had a generally favorable experience with Zendesk Suite, which is consistent with its reputation as a powerful and all-inclusive customer support platform.Its seamless integration with a range of other products and platforms has been one of its most notable characteristics. This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow.

良いポイント:

The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows. With the help of these tools, teams may route tickets according to predetermined standards, automate tedious processes, and make sure that customers' concerns are handled quickly and by the right team member.

改善してほしい点:

According to certain users, Zendesk can be resource-intensive, especially when it comes to browser and system speed. This might result in less effective workflow and slower reaction times, particularly when several features and integrations are being used.

Zendesk is easy to use to help your customers

製品を使ってみた感想： It's a great program. Makes helping my customers super easy without having to jump around to multiple programs or spreadsheets to find my customers information or order details. I can link it directly to my shops hosting site.

良いポイント:

Zendesk is very easy to navigate and with the added bonus of linking apps I can tether directly to my customers orders, or even just quickly view their account information directly from my inbox screen.

改善してほしい点:

I might just not see how to do it, but I can't add a secondary contact to my replies.

Powerful but complicated

良いポイント:

It’s a centralized communication and ticketing system. It allows us to keep track of customer comms and link them to specific items within our systems.

改善してほしい点:

It had quite the learning curve. It’s a sometimes complicated tool and new agents often need hand-holding when onboarding.

Good helpdesk tool with many features

製品を使ってみた感想： As well, it saves me so much hassle concerning the enhancement of the workflow. Issues can be handled and resolved a lot quicker adding to the satisfaction of both myself and my clients.

良いポイント:

It helps me to manage my customer support effectively – all my interactions are in one location that makes it a lot easier to follow up on.

改善してほしい点:

It may be a little interesting to set up in the beginning particularly for small teams. There are many functionalities to get there.

Efficient Customer Support with Zendesk Suite

製品を使ってみた感想： My overall experience with Zendesk Suite has been excellent. It's easy to use, customizable, and has significantly improved our customer support process. Highly recommend it!

良いポイント:

The user interface is super intuitive, which makes managing customer interactions easy. Overall, it's really improved how we handle customer service.

改善してほしい点:

There haven't been any major drawbacks so far. Zendesk Suite has been smooth and effective for our needs as a team.

An old-fashioned customer-friendly product

製品を使ってみた感想： Zendesk feels user- and customer friendly, you profit from an accessible knowledge base but for a growing SaaS company we feel like there could be improvement in supporting more extensive workflows, processes and ITSM-aspects.

良いポイント:

I like that customers can easily profit from the knowledge base which helps reducing the amount of incoming tickets but also the simple things as replying, changing the ticket status and reading formatted text is so much easier. By the way, also you don't get easily lost in big threads.

改善してほしい点:

There isn't a full Self-Service Portal like other ITSM-tools and there is limited functionality to enable decision-makers and leaders to have control over their Change Management process.

Its a good app

製品を使ってみた感想： overall its bee. A great experience. I definitely recommend it

良いポイント:

its easy to use and navigate. The layout is great also.

改善してほしい点:

it does take a bit of time for them to answer

Zendesk Review

良いポイント:

That it integrates with other Apps and has it own dash

改善してほしい点:

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