Zendesk Suite
ZendeskExternal reviews
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Effective Ticketing Tool to manage Support Interactions
What do you like best about the product?
The tool is extremely user friendly and the UI is very easy to navigate. The setup process is not overly complicated and the support tools (videos and discussion forums) make it very easy to build on a better setup or utilize existing features
What do you dislike about the product?
The data extraction is very old school. There are no range filters for CSV export which is really bad because you are forced to take a large data dump and then filter for the required period, Ad-hoc reporting is a nightmare.
What problems is the product solving and how is that benefiting you?
Customer Support Management is easier with a robust ticketing solution like Zendesk. It helps in tracking tickets and customer issues efficiently and also mange agent utilization.
ZenDesk streamlines our customer service
What do you like best about the product?
My favorite part of ZenDesk Support Suite is the user-friendly organization. I can easily see who is in contact with our consumers, how they are responding, and in what timeframe. I love how easy I can see a customer's journey with ZenDesk instead of a general inbox.
What do you dislike about the product?
ZenDesk tends to spam or suspend a lot of tickets that are actually customers or useful information for our business. I hope they improve this.
What problems is the product solving and how is that benefiting you?
Accountability. It is so much easier to see who needs to reach back out to a customer, how long we take with certain ticket types, and ensure that our customer service is fast and accessible to consumers.
Customizable if you are willing to put in the time
What do you like best about the product?
It's customizable to suit business needs. Can add things on the fly without having to wait long for the changes to take place.
What do you dislike about the product?
It is not intuitive on how to make things happen, such as triggers, conditional rules etc. Sometimes it feels like zendesk was built by many different minded developer and they each use their own language. If you really can't figure it out, the Zendesk help desk team are really helpful in looking into things and assisting.
What problems is the product solving and how is that benefiting you?
Zendesk allows us to streamline our work flow for incoming inquiries via different channels such as email, chat, and calls. We've been able to keep all the information in a single place which assists with understanding the customer journey with us.
Recommendations to others considering the product:
Give yourself the time to customize it. It can be very powerful tool however the appropriate time and attention must be devoted to it to make it a great tool.
Your everything tool!
What do you like best about the product?
I like that Zendesk Suite has everything you need in one place. We use Talk, Text, Chat, Support, and so much more. I like that we can include 3rd party integrations as well and in one quick step.
What do you dislike about the product?
Some features are limited to suite levels.
What problems is the product solving and how is that benefiting you?
With Zendesk, we can utilize all features available within one screen. There is no need to bounce around to different tabs to communicate with a customer.
Useful tool for the sales person
What do you like best about the product?
I am able to track customers, tasks and results easily and quickly so I am not spending 20-30 minutes per meeting or call.
What do you dislike about the product?
Lost data (files and web addresses) that I have input or uploaded. I still have to keep a backup file since I have lost information.
Cleaning up duplicates is tedious.
Someone on our team was able to go reactivate deleted and duplicate accounts and I am having to go through many old oboslete "leads" a second or third time. Delete should delete, not put somewhere for an admin. to randomly reactivate.
Cleaning up duplicates is tedious.
Someone on our team was able to go reactivate deleted and duplicate accounts and I am having to go through many old oboslete "leads" a second or third time. Delete should delete, not put somewhere for an admin. to randomly reactivate.
What problems is the product solving and how is that benefiting you?
Zendesk Support is great. Lots of communication and issues resolved. Support website can be difficult to naviagate at first. Tried to make you self diagnose first before helping.
Useful once everything has been set-up
What do you like best about the product?
Automation is very useful. The support if issues are found is also great with a good community and helpful support team.
What do you dislike about the product?
It can be a little complicated to set things up, and it feels like the full potential can only be unlocked if there is existing coding knowledge.
What problems is the product solving and how is that benefiting you?
A better auditing trail for our tickets has been great. We didn't realize how useful automation would be. Help center has also been very helpful to clients.
Its really good but could have been better with more interactive trainings.
What do you like best about the product?
Its very organised and is user friendly.
What do you dislike about the product?
Could have been more interactive and easy to navigate.
What problems is the product solving and how is that benefiting you?
Working on tickets is simple and easy. Wish there was an easy way to add macros. Not really sure if there is any.
Taking calls and chats.
Sending emails.
Taking calls and chats.
Sending emails.
Recommendations to others considering the product:
The training could be more interactive with some more quizzes. There is still some room for improvement.
Quick help when things went wrong
What do you like best about the product?
Support was quickly able to identify there was a service status issue. Even before the web page showed there was an issue, the issue was resolved.
What do you dislike about the product?
Sometimes the invoices and billing is confusing
What problems is the product solving and how is that benefiting you?
IT support,
Maintenance
Call centre
Maintenance
Call centre
Recommendations to others considering the product:
It is very powerfull and does take some time to configure to whaqt you need.
Zendesk Support Suite Review
What do you like best about the product?
I like the ease of use it provides. It gives me the ability to switch between different features of the app. Very well laid out and easy to maneuver. Having tickets and chats available easily to swtich between in. a great feautre.
What do you dislike about the product?
The ticketing system is sometimes slow to react to updates or changes made to the ticket.
What problems is the product solving and how is that benefiting you?
The number of incoming clients we have and how to triage effectively. The benefits of the chat feature are great - we can now connect with multiple clients at once. This is a huge time saver for myself as I often have a few conversations going at once
Recommendations to others considering the product:
If you are looking to have a CRM that will allow you to connect and manage your clients and prospects then Zendesk is the platform for you! We have been using it for a few years now and love everything it has to offer.
Quick response
What do you like best about the product?
Having someone to chat with LIVE is extremely helpful when you are needing assistance with an issue that can not be found within a help article. Having someone right at your fingertips is more convenient than call and 800 number and waiting on hold etc.
What do you dislike about the product?
We are still making adjustments to our daily use on Zendesk. This is a growing and learning experience for all members and we have enjoyed it thus far.
What problems is the product solving and how is that benefiting you?
We have not encountered any issues thus far what we have not been able to resolve with the help articles and or the LIVE chat.
Recommendations to others considering the product:
Make sure you know what you want and how you want to have it presented and Zendesk Support will go above and behind to assist you and make sure that they hit all your expectations and then some. Zendesk will show you things that you more than likely never knew were even an option. The Zendesk Support Suite has been wonderful and easy to navigate. You have help right at your fingertips, literally. This has been a great investment for our company and every day something new is learned.
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