Zendesk Suite
ZendeskExternal reviews
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Intuitive and Easy to Use
What do you like best about the product?
Zendesk is very simple to use and has a very complete configuration and parameter potential. it is possible to separate several sub-accounts into a single account, facilitating communication between agents.
What do you dislike about the product?
Some instabilities that occur on the platform, making it impossible to perform the necessary calls. Lack of user for each person who uses the system. Difficult integration with other systems.
What problems is the product solving and how is that benefiting you?
Integration with the Whatsapp system, so that communication with the customer happens easily and quickly. Synchronization and integration between systems is quite difficult.
Recommendations to others considering the product:
Great system, you will be able to do everything you want in a simple and easy way with a great experience.
Great all around product for customer support
What do you like best about the product?
Collaborative opportunities, visibility on cases, easy to understand, intuitive interface for agents and customers
What do you dislike about the product?
Doesn't necessarily fully integrate with other applications/products used within company - can limit visibility. Some issues can be hard to understand/resolve
What problems is the product solving and how is that benefiting you?
We provide technical support for our fleet of products, so this allows us to communicate with our customers, keep records of it and access the full history
Recommendations to others considering the product:
Check out the marketplace for integrations with other products you might use. Take advantage of the online learning modules and help communities
Really nice and complex ticketing solution for Support teams
What do you like best about the product?
- a lot of integrations with other tools
- a large range of work automation within the system
- clear and convenient data storage structure
- one of the best and most developed solutions on the market
- a large range of work automation within the system
- clear and convenient data storage structure
- one of the best and most developed solutions on the market
What do you dislike about the product?
I have to say that there aren't many of these things, if there is something, it is individual preferences in layout etc. really minor things
What problems is the product solving and how is that benefiting you?
all stuff related to customer support stuff and managing customers requests
Zendesk...the most comprehensive and user-friendly tool we've got.
What do you like best about the product?
I like the fact that I can make it do what I want it to do with some basic Googling and trial/error. It's extremely flexible and is a great embodiment of the phrase "you get out what you put in".
The support is also amazing and quick.
The support is also amazing and quick.
What do you dislike about the product?
Using the South African rand makes it a bit expensive but it's a case of you get what you pay for. They charge a premium for some of the higher packages but they hardly ever push you into one and reward loyalty.
What problems is the product solving and how is that benefiting you?
The problem of request consolidation...making sure every customer request comes through the same space. This allows agents to focus on a single screen instead of having multiple screens or continuously switching between programs. It's fairly easy to set up different channels and send them where you want them.
Helpful Support
What do you like best about the product?
It's quick to reach support using the chat feature, (once you get past the bot). And the agent was able to answer my questions and point me in the right direction of notes to help resolve the issue.
What do you dislike about the product?
The downside is the chat bot, particularly when you know that the question you have can not be answered by the bot. So having a quicker way to reach an agent would be good in situations like that.
What problems is the product solving and how is that benefiting you?
How to deal with the upcoming changes they are making which involve not being able to sort the view based on the Subject and Submitter. I can't believe they're taking that functionality away - surely I'm not the only user that thinks that.
Recommendations to others considering the product:
It's a great way to keep track of multiple support requests from users. If you've been using email you'll find it's a game changer.
It's working well for us.
What do you like best about the product?
We've been using the Support feature for 2 years and have found it to be very helpful in helping us maintain superior customer service. It is easy for us to see when customers nee help.
What do you dislike about the product?
We are just starting to use the chat (messaging) feature. There are some good things about it - such as the integration with Support - but some features that do not work as well as LiveChat. Some features that are native to LiveChat require that you upgrade ($$) even more with Zendesk.
For example, notifications do not work as well. It's very difficult to assume a chat that an employee has abandoned for some reason (and has left the customer hanging). There are some functions of the bot (such as being able to disable it or change its native response to questions it doesn't understand) that need to be updated - the sooner the better.
With Messaging, it's the bot or nothing. We prefer not to make people deal with the bot or to, at least, hide that they are dealing with the bot. (We want the ability to get rid of the bot icon and use something else.) Also, you cannot set up proactive chat invitations unless you either downgrade to ZD's Classic Chat, or pay a lot more money for Sunshine.
We haven't started using phone yet as we are still trying to get messaging to work as we need it to.
For example, notifications do not work as well. It's very difficult to assume a chat that an employee has abandoned for some reason (and has left the customer hanging). There are some functions of the bot (such as being able to disable it or change its native response to questions it doesn't understand) that need to be updated - the sooner the better.
With Messaging, it's the bot or nothing. We prefer not to make people deal with the bot or to, at least, hide that they are dealing with the bot. (We want the ability to get rid of the bot icon and use something else.) Also, you cannot set up proactive chat invitations unless you either downgrade to ZD's Classic Chat, or pay a lot more money for Sunshine.
We haven't started using phone yet as we are still trying to get messaging to work as we need it to.
What problems is the product solving and how is that benefiting you?
The Support piece is excellent. The jury is still out on messaging and phone. We like the idea of integrating everything. We are just having some problems because the Zendesk message and phone pieces are missing critical elements that our current solutions include.
Recommendations to others considering the product:
Make sure you research other options so you can carefully determine if Zendesk Support Suite includes all of the features you really need.
Excellent product and support
What do you like best about the product?
Support suite is highly effective and easy
What do you dislike about the product?
Some of the setup is difficult but their support is great at helping
What problems is the product solving and how is that benefiting you?
Easier to track support issues. Better organization and quicker issue resolution.
Critical to Our Business
What do you like best about the product?
Helps us triage all support requests for numerous departments.
What do you dislike about the product?
Automation and integration could be better documented.
What problems is the product solving and how is that benefiting you?
We're able to prioritize numerous support requests companywide.
Zendesk Support System
What do you like best about the product?
Easy to use. No downtime and very responsive
What do you dislike about the product?
Some limitations as to what you can configure and what you can do.
What problems is the product solving and how is that benefiting you?
Issue with the ticket system.
My queries were always answered
What do you like best about the product?
Zendesk agents always help me in time and answer my queries.
What do you dislike about the product?
Nothing major to complain. My experience with zendesk support was good
What problems is the product solving and how is that benefiting you?
Triggers, automation, queries, dashboard
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