Easy to use and time managing with good and excellent features.
September 22, 2024
Easy to use and time managing with good and excellent features.
Score 8 out of 10
Vetted Review
Verified User
Software Version
Regular
Overall Satisfaction with Zendesk Suite
It shows or illustrates all the tickets that need attention and also shows the customers' responses. Zendesk normally addresses the work that needs to be done, shown from high to low priority.
Pros
- Showing the work or tickets that requires attention.
- It shows the high-priority or urgent tickets, with the red dot showing that the seller or customer has actioned or responded on the profile.
- Directly show the emails sent by the customers directly to us rather than being uploaded on the profile.
- Categorize the tickets that need the fast action before they can bridge.
- Trigger or show if action done on an unknown API that you recently interacted with.
Cons
- It would be better if it could show or trigger a response from the seller to the last person who interacted with the ticket or the one assigned to it.
- Emails should be allocated directly to the API ticket to upload or assist if anything is needed quickly.
- Any contact made by or to the seller should be shown automatically, either inbound or outbound, to easily track the seller's functionality or availability.
- Once a person opens a ticket, it should automatically be assigned to them rather than the "take," so it won't be easy for people to skip the tickets.
- It helps with time management, as most of the tickets that need action are shown with a red dot to indicate their urgency.
- It also improves the customer's experience, as we receive most of their emails and assist them as much as possible.
- It is also an excellent time-management feature as it makes it easy to control the tickets we have showing as urgent, pending, and held to avoid duplicate interactions. The feature illustrates that another person is working on the ticket, which helps with double-calling and sending the same macro.
It really helps with the customer experience as there is a feature that shows non-API tickets, which includes all the emails sent by the sellers who require assistance rather than calling. Also, the open tickets, which are shown with the red dot to show that they require action, or the seller has responded, helps because we can know or be triggered to work on those as they are also prioritized as urgent tickets. Also, the documents that are uploaded prior to the tickets are shown and are clear to read, the emails come directly from the finance companies.
It prioritizes tickets from the urgent to the least urgent, and the best feature on Zendesk is that it illustrates when the other person is currently interacting with the ticket you are working on.
Do you think Zendesk Suite delivers good value for the price?
Yes
Are you happy with Zendesk Suite's feature set?
Yes
Did Zendesk Suite live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Zendesk Suite go as expected?
Yes
Would you buy Zendesk Suite again?
Yes
Comments
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