Zendesk Suite
ZendeskExternal reviews
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Zendesk has ALL THE FEATURES, which is usually a blessing
What do you like best about the product?
Robust reporting and features. Explore is great because it's got all the BI tool stuff along with the ability to basically write your own queries with what seems like some sort of proprietary query language. I like how customizable everything is throughout the suite of ZD products and features. It basically feels like if I can think it, Zendesk can do it.
What do you dislike about the product?
Using Zendesk can feel a little clunky at times, I think as a result of having so many features. At a previous company I used Front, and while the lack of features was pretty annoying, I have to admit the simplicity was nice - it felt pretty intuitive. Zendesk takes a little extra work, which can slow down training/onboarding/etc.
What problems is the product solving and how is that benefiting you?
We're helping our community of data annotators use our platform effectively and get paid efficiently. Users often write in to ask for status updates or to confirm that they're doing the right thing on our platform. Benefits of the support suite incldue the ability to connect our social channels and to route tickets in a way that allows more junior agents to escalate efficiently.
Recommendations to others considering the product:
Zendesk is the best option if you need lots of features and data or if you're dealing with large quantities of tickets/agents.
Great Experience with Zendesk Support Suite
What do you like best about the product?
The feature that was the most helpful to me within the Zendesk world is Explore as it allows companies to create dashboards that allow for teams to create specific data sets. These dashboards have allowed me to report data back to my team and view where exactly my team is standing within our current company goals and see any areas of improvement.
What do you dislike about the product?
A feature that I am not that happy with is that Zendesk Talk does not allow for admins to set specific schedules for agents that are on call and this has to be set pretty manual.
What problems is the product solving and how is that benefiting you?
As mentioned above, the explore feature has allowed me to view insights into where my team is standing based on our current company goals. For example, it has allowed me to view specific times in which the SLA has been broken a lot and this helped me realize that my team needed more coverage during different sets of hours.
Recommendations to others considering the product:
Always ask for demos to be provided to you and if things are unclear you could always visit their amazing help center article.
Great Platform
What do you like best about the product?
It is very user-friendly and customizable. I love that there are so many things that I can build out (triggers, macros, etc.) to make things so much easier for our Customer Service Specialists.
What do you dislike about the product?
My biggest complaint is the limited number of views (12 global views). Our company currently supports approximately 40 brands, so having to navigate to a completely different area to see the view (and not even a count of open/new/pending tickets in that view) is frustrating.
What problems is the product solving and how is that benefiting you?
So many! The first is quicker response times. Previously, a Team Lead and I had to triage a shared inbox every morning, so if someone emailed us in the afternoon, we didn't see it until the next day. The second is accountability. We now have much greater insight into what our specialists are doing and how they are responding. The last is analytics. We get so much valuable information in Customer Service that would just go nowhere. With tagging and Explore, we can pass along really valuable insights to our Brand Managers and New Product Development teams.
cannot delete some of the management permissions
What do you like best about the product?
The agent was knowledgeable and gave me a very quick resolution. Also stayed back for a while until I finished my testing.
What do you dislike about the product?
Sometimes the response is very slow and it takes more than a week for a YES or NO answer
What problems is the product solving and how is that benefiting you?
Guide
Manageable for a customer facing output
What do you like best about the product?
It's very easy to navigate and administer.
What do you dislike about the product?
A bit tricky on some parts, but still good.
What problems is the product solving and how is that benefiting you?
Customer concerns. Customers can easily contact us.
Recommendations to others considering the product:
If you're part of a startup or want easy training with your agents, this is where you can have that start.
Good tool. Would love a better reporting piece.
What do you like best about the product?
Easy to navigate and very user-friendly.
What do you dislike about the product?
I wish Zendesk Explore was more user-friendly and easy to put together. Sometimes I'm not sure what the metrics mean and if I'm getting what I need.
What problems is the product solving and how is that benefiting you?
Ticket distribution has been great, especially with our business and the different skills that our agents have.
Recommendations to others considering the product:
This is a great Suite and will continue to get better.
Zendesk makes everything easy and straightforward
What do you like best about the product?
The Zendesk interface is incredibly intuitive. If anything, we're not using as much as we could because the basic needs are so easy. I'm excited to dig in more and see how else we can optimize Zendesk!
What do you dislike about the product?
I wish there were more flexibility in routing. We have different agents working different schedules, and it'd be great if we could assign tickets based on shifts/specific times of day not just tags.
What problems is the product solving and how is that benefiting you?
We're streamlining all communication with our users. Before, we couldn't report easily on the scope or nature of issues that our users were facing and now that we can report on them, we can ID self service opportunities and try to help our users out.
Recommendations to others considering the product:
Read about it, browse the help docs, play around with all you can do.
Zendesk is a powerhouse!
What do you like best about the product?
Love the versatility and depth of the product. It is highly customizable, has a great app marketplace, and supports all of the relevant channels that our customers use. Really good product.
What do you dislike about the product?
It can be a challenge to stay current on all of the new features they are releasing as well as all of the possibilities you can leverage the tool for. I. highly recommend you use some preferred services to get it humming!
What problems is the product solving and how is that benefiting you?
One of the biggest problems we solve is the ability to pull Amazon Seller Central information into Zendesk via a middleware known as Channel Reply. Also creating a variety of help centers for our various brands under management.
Solid tool. The support/educational resources are top notch.
What do you like best about the product?
The help tools and information. Zendesk has gone over the top in creating robust and comprehensive self-support tools and educational materials for just about any question.
What do you dislike about the product?
Some elements of Zendesk feel slightly over-engineered and are less intuitive. While I love that Zendesk has so much in the way of support and self-help, I think there is opportunity to just simplify the tools a bit and make them easier to use. Most of these complaints come from administrative view points, not end user. For an end user, the system is straightforward and easy to adopt.
What problems is the product solving and how is that benefiting you?
We use Zendesk Support to cover customer tickets across multiple brands and comms channels. We also use it to support both our internal and external help centers. I love that everything is in-house. As a communications/education leader, I find the streamlined way of attaching help center content to customer communication extremely helpful, and the internal deflection tools are great. We've seen a positive adjustment in our deflection rates using Zendesk tools.
Recommendations to others considering the product:
Initial setup can be complex and may be worth investing in a dedicated resource/contractor for assistance. Maintenance post-setup is workable with experience. It's a very robust system with lots of ins and outs.
Helps us to support customers all over the world!
What do you like best about the product?
I think that Zendesk is really helpful to get an overview of your open requests and it's very easy to use for anyone on the team. It comes with many useful features and helps us to resolve requests as fast and efficiently as possible.
What do you dislike about the product?
Sometimes, bugs can come up and it can be quite annoying too, but the Zendesk support team is really trying their best to get any issues resolved as soon as possible!
What problems is the product solving and how is that benefiting you?
We're handling our daily customer requests through Zendesk and save a lot of time in doing so, it also increases productivity! We see many benefits and have many ways of customizing our customer service solution as well.
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