Zendesk Suite
ZendeskExternal reviews
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Easy enough to get rolling, advanced features included if willing to pay.
What do you like best about the product?
Middle-of-the-road approach to easy-of-use vs. customization
What do you dislike about the product?
Feel like being nickle-and-dimed over feature costs. Also, if need certain additional features for just a few users, must buy feeature for all users. In addition, their support is hit-and-miss.
What problems is the product solving and how is that benefiting you?
Centralized support. Decent reporting (at least with Enterprise edition).
Recommendations to others considering the product:
Be prepared to make an investment if you want serious features.
A few hiccups but after some tweaking, a mostly automated process
What do you like best about the product?
There are a lot of tools that help automate the process of tickets from start to finish. Triggers are easy to setup and automating tasks such as macros are used heavily by my team. There's a lot of value in the ZenDesk Support Suite.
What do you dislike about the product?
A few missing features, such as scheduling functionality for triggers and webhooks. There is also an issue with the spam filter algorithm where a customer kept getting flagged as spam and suspended his messages. Even after recovering a few of them, the algorithm still kept flagging his messages as spam. The editor UI can be better as well. The formatting toolbar is to be desired. It's missing a lot of functions.
What problems is the product solving and how is that benefiting you?
We are using ZenDesk Support Suite to provide technical support on our products to our customers. If any issues arise or a feature request, they can write in to us and provide any information they have about it. Any new tickets get routed to a group. It's simple to setup alerts (email and Slack integration) for new tickets so that our engineers are alerted.
Using Zendesk Support Suite as a team lead
What do you like best about the product?
The intuitive and detailed options for reporting and the easy overview of tickets to be done and SLAs through the views. Also whenever experiencing an issue their support team assists in a quick and helpful manner.
What do you dislike about the product?
I really miss a feature automatically reassigning tickets from agents not on shift as well as reminding agents of SLAs on their tickets.
What problems is the product solving and how is that benefiting you?
All kinds of issues ranging from account related, over gameplay to purchases.
Easy to use for multi support team collaboration
What do you like best about the product?
Zendesk Support allows our teams to easily collaborate across several specialties and working shifts with easy ticket reassingment. Ticket movement can be done manually or automatically using business rules.
What do you dislike about the product?
Zendesk has easy to pull metrics for ticket management but I wish there were some additional standard data elements to capture without the use of custom code. One example is time spent with each agent or in a particular status without using any additional time tracking apps.
What problems is the product solving and how is that benefiting you?
Zendesk Support has allowed us to identify the areas of our platforms that generate the most questions. We are using this data to get ahead of these questions and improve our user experience.
Good but definitely could be better
What do you like best about the product?
The fact that you can add what you need and leave what you don't. The marketplace and consistent addition to it. The amount of knowledge content, webinars, training, etc.
What do you dislike about the product?
When new features are added they always feel half done or just a really base version of the feature. We sign up for most EAPs (Agent Workspace, Messaging, Context Panel, Adv AI) and end up not using the feature until years later because it's so sparse, has major bugs, or doesn't have the features necessary to support our users.
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
Also, anytime I have reached out to support or one of my peers has reached out to support, we've left feeling very frustrated and wondering how the top Customer Support platform has bad support
What problems is the product solving and how is that benefiting you?
The obvious one is customer retention. We use Zendesk to manage all customer requests from basic questions to respond to app reviews. We also use it for our legal compliance team to communicate with law enforcement, social care, understanding feature requests, and possible product improvements, port-in/out requests, and more
Intuitive Experience
What do you like best about the product?
I love how easy it is to set it up. Zendesk pretty much works out-of-the-box. I also love the amount of customisation available as an admin. The documentation is also pretty solid, which is a rare gem in this industry. Lastly, it was easy to get support when we need it. I had an unique use-case and couldn't find an answer in their support FAQ, but the live chat was superbly helpful. Their answers were timely and their speedy turnaround is impressive.
What do you dislike about the product?
Some of their support pages are outdated. For example, I was trying to find an answer to a question that people have asked before (https://support.zendesk.com/hc/en-us/articles/115005198547). I was relieved to see other people asking a similar question but disappointed when I scrolled till the end to note that there's no proper resolution. I ended up contacting their live support to resolve the issue. It's a minor gripe, but they could have avoided it if they frequently update their support pages.
What problems is the product solving and how is that benefiting you?
We wanted to have an effective ticketing system that we can deploy quickly. It has to be reliable and intuitive. Zendesk ticked all the checkboxes. It's a familiar name in this space and we are heartened to see many big companies using it as well. That good track record is important to bolster our confidence on its reliability and user-friendliness. We are happy to report that it did not disappoint in those two aspects.
Zendesk - a very comprehensive package for support
What do you like best about the product?
Great customization flexibility in most cases, like for instance the shopify templating language "liquid markup" for mails etc.
Very reliable and dependable
Good customer service for the product
Very reliable and dependable
Good customer service for the product
What do you dislike about the product?
There are some inconsistencies in the product that are hard to overcome:
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
- Account welcome mail for a new user: the Account name, not the user's Brand name is included in the message, and it cannot be configured.
- Some mail templates are not customizable
Triggers are great in general, but sometimes, their execution logic is less straight forward than Zendesk would make you believe.
What problems is the product solving and how is that benefiting you?
We use Zendesk for both self-service (Help Center / Guide) and ticketing support (Support and Chat).
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
We have achieved a high level of self service of the customers and also a high throughput in ticketing.
We integrated with various 3rd party systems, mainly via e-mail.
Easy to use
What do you like best about the product?
easy to use and collect data from Zendesk
What do you dislike about the product?
IG and Youtube is still now available yet
What problems is the product solving and how is that benefiting you?
response all Facebook, Twitter, email, help desk and blog interaction
Recommendations to others considering the product:
For every brands that use email, blog or help widget, i recommended Zendesk.
Good multichannel tool
What do you like best about the product?
Gathers all information to one place to make customer services job easy.
What do you dislike about the product?
Some product improvements are not very easy to go through even though they get a lot of support from community.
What problems is the product solving and how is that benefiting you?
We are taking care of customer service tasks and also handling our communication for product suppliers via Zendesk. It's easy to know what to do next and all the information is in one place
Zendesk x Shipping Department
What do you like best about the product?
Zendesk allows us to get instant report through live-chat, which was super helpful when we started. Different Auto-responses are also set-up depending the email. Automations are a great help!
What do you dislike about the product?
Not a fan of the price, it is a bit too expensive for start up companies. There should be a plan for start up companies
What problems is the product solving and how is that benefiting you?
Our Auto-responses for our customers in the Shipping department
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