Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Very nice to use
What do you like best about the product?
The way you can move from a ticket to another
What do you dislike about the product?
When a client opens a ticket and "cc" you, you receive an email but you can't see the content
What problems is the product solving and how is that benefiting you?
Understand my clients needs
Helpful and available service
What do you like best about the product?
The Live Chat is very prompt and the transcripts are really useful, although the level of email confirmations is kind of overkill.
What do you dislike about the product?
Depending on the rep, sometimes I will need to take way more time to explain the specifics of what my issue is before getting relevant help.
What problems is the product solving and how is that benefiting you?
Having a centralized system for our customers has allowed us to more efficiently help our customers; having the profile settings is making it easier to get a better scope of how we can best assist them.
Highly Customizable To Your Business Needs
What do you like best about the product?
The ability to customize your instance is much easier than other CMS tools. The user-friendly interface on both the agent side and the customer submission forms for intake of customer information.
Reporting abilities are very robust but can be labor-intensive to build as there are too many attributes that are similar that can skew the data queries.
The new dashboarding section is a great addition to Explorer.
Reporting abilities are very robust but can be labor-intensive to build as there are too many attributes that are similar that can skew the data queries.
The new dashboarding section is a great addition to Explorer.
What do you dislike about the product?
The Explorer reporting back is as challenging as it is great. There are too many options and ZD would be smart to offer a canned set of reports on the enterprise addition that are outside the normal ZD Support
Not a huge fan of thumbs up, thumbs down as a CSAT measurement and there is no way to add other options.
Not a huge fan of thumbs up, thumbs down as a CSAT measurement and there is no way to add other options.
What problems is the product solving and how is that benefiting you?
We needed a better tool to have customer intakes as the company grew and scaled. We needed a secure and customizable system of record that was able to provide the support team with an easy to use tool, leadership to have visibility into customer support experiences, and for customer to easily provide all the required info needed to troubleshoot,
Recommendations to others considering the product:
Make sure you have your requirements clearly lined out if using them to facilitate an implimention
Zendesk has great software
What do you like best about the product?
Macros and emails are automatically saved.
What do you dislike about the product?
Need third party apps which are often paid for workflow.
What problems is the product solving and how is that benefiting you?
Not applicable
Recommendations to others considering the product:
More apps created by Zendesk or flexible options with billing for apps.
Great experience with Zendesk support.
What do you like best about the product?
Triggers and automations are quick and easy to set up.
The zendesk community can also be really helpful for issues as well.
The zendesk community can also be really helpful for issues as well.
What do you dislike about the product?
We're missing some features since moving to agent workspace
What problems is the product solving and how is that benefiting you?
Managing and serving large numbers of contacts simultaneously.
Using their various tools we're able to effectively solve customers concerns in a timely manner and at high volumes
Using their various tools we're able to effectively solve customers concerns in a timely manner and at high volumes
Recommendations to others considering the product:
I'd highly recommend trying it out. It's a very well rounded product.
Based on ticketing system to provide complete omnichannel support solution for customers interaction
What do you like best about the product?
Customized flow builder to guide customers and collect relevant info for agents to provide personalized service to customers
What do you dislike about the product?
Limitation on UI customization in mobile applications.
What problems is the product solving and how is that benefiting you?
Automated my support process by getting customers to do-it-yourself, for example, self-service with the knowledge base. All inquiries logged are tracked and bounded by SLA
Recommendations to others considering the product:
NA
Flexible product for our small helpdesk team
What do you like best about the product?
We have found Zendesk to be customisable enough to meet our small helpdesk team's needs. We are finding macros particularly useful.
What do you dislike about the product?
Explore dashboards are good but not as intuitive as Power BI.
What problems is the product solving and how is that benefiting you?
ZSS helps us manage our customer queries efficiently and Explore helps us track our, and their, strengths and weaknesses.
Knowledge of support staff varies
What do you like best about the product?
It's convenient and fairly easy to operate.
What do you dislike about the product?
The knowledge of the support staff varies greatly, I've been given incorrect information more than once. If all the support members were like Gavin, I would have a MUCH better experience.
What problems is the product solving and how is that benefiting you?
Usually, my simple questions are solved quickly, it's very convenient to be able to chat with an agent through zendesk.
Zendesk Support Suite Review
What do you like best about the product?
The best aspect of Zendesk Support Suite is the ability to have an integrated FAQ with self-service answer finding.
What do you dislike about the product?
There are a number of different 'verticals' within the Zendesk Suite and it complicates the way that each 'vertical' talks to each other with regard to the Support Suite. There isn't a seamless click integration.
What problems is the product solving and how is that benefiting you?
We are solving questions with pre-written answers for our userbase and using the new inquiries to determine future feature development and best practices.
Recommendations to others considering the product:
If you don't need all the other integrations such as CRM and chatbots and phone, etc. there are easier solutions.
Highly customizable service platform
What do you like best about the product?
Zendesk allows you to quickly adapt to changing service requirements easily. Do you need to add an extra field to tickets? No need to activate a technical resource to code - you can add and implement it quickly. Makes responding to changing needs a breeze.
What do you dislike about the product?
There will be times that you find options that you would like to use but they are only available in the next suite level. There is no ability to "a la carte" much-needed components without paying for every agent to have access. It would be much more preferable to purchase licenses at different levels to tailor Zendesk use to a variety of teams.
What problems is the product solving and how is that benefiting you?
We have streamlined communications within our service team. We were working customer service issues from a shared Outlook mailbox and stumbling into each other. Zendesk helped us allocate workloads and enabled CSRs to focus on their assignments without crossing the efforts of others.
Recommendations to others considering the product:
Start with one department within your organization and look for ways to integrate into others. For example, having accounting resources on Zendesk allows CSRs to transfer tickets requesting accounting help to the correct resource.
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