Zendesk Suite
ZendeskExternal reviews
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Amazing workspace, with easy addon functionality
What do you like best about the product?
I love how the whole Zendesk suite works together seamlessly and even allows for addon applications to simplify different functions such as media playback and messaging alternatives. Zendesk also smoothes the transition from different pages, like the help center to the forums, etc.
What do you dislike about the product?
There are a few things that don't work too well or are missing, such as a built-in media viewer for different file extensions. The UI/UX could be a little more pleasing, especially with a dark mode. Altogether, I think the whole system looks decent, but a few more options to customize it would make it feel more inviting.
What problems is the product solving and how is that benefiting you?
It is a lot easier to message customers with the workspace than it is with a lot of other ticketing systems, especially with direct emails instead of requiring sign-in by customers. A lot of customers who aren't too tech-savvy are still able to keep in contact via their email inbox.
Zendesk Support
What do you like best about the product?
Easy to learn and use. Good knowledge base.
What do you dislike about the product?
I wish we could have more flexibility on the licensing model. Not all of our agents require the same. Easier integrations with other platforms.
What problems is the product solving and how is that benefiting you?
Managing our support backlog.
Zendesk helping cryptocurrencies business and their customers
What do you like best about the product?
Zendesk is complete and powerful. Easy for our customers, and we have many insights to help our marketing team and our team foresee some bugs.
We also love the Answer Bot which helps a lot in terms of self-care.
We also love the Answer Bot which helps a lot in terms of self-care.
What do you dislike about the product?
There are too many plugins to use; some features could have been built-in such as Bulk editing macros for CS agents.
What problems is the product solving and how is that benefiting you?
Self-care and Customer Support in all its forms.
Recommendations to others considering the product:
Learn before deployment.
Zendesk does everything i need it to do and their help desk is pretty on top of new requests.
What do you like best about the product?
Lots of features, good pricing, answer bot works well.
What do you dislike about the product?
Their pricing structure can be a bit confusing. Other than that it works as advertised.
What problems is the product solving and how is that benefiting you?
SaaS customer ticketing mostly.
Zendesk x Montrichard
What do you like best about the product?
Zendesk allows us to keep every email under one thread with a ticket number. It makes communication super organized.
What do you dislike about the product?
For older tickets, it no longer appears under insight so i'd have to search it manually. I also dont like how the views are limited. I wish to add more.
What problems is the product solving and how is that benefiting you?
We have been looking for a CRM that can allow us to communicate with our customers more efficiently with a weekly & monthly report on all our data.
Zendesk x Aquinus Watches
What do you like best about the product?
The tool is very customizable. At first, it took a while to get used to but now I wouldn't want to change it. Support is Great as well!
What do you dislike about the product?
I don't like how I can not un-send an email that was recently sent.
What problems is the product solving and how is that benefiting you?
The main reason why we have switched is because of the feature that allows us to see incoming customers on Zendesk Chat and pro-actively reach out to them.
Zendesk Major Pros and Cons
What do you like best about the product?
Omni-Channel
Ease of use (with supported features)
Support is relatively quick to respond.
Ease of use (with supported features)
Support is relatively quick to respond.
What do you dislike about the product?
The UI for more in depth settings are a nightmare. Items are NOT laid out in an easy manner, and it will require you to google help documents, or contact their support. While support is polite, generally quick, and try to be helpful, unless it's something they directly handle they won't know and need to talk to another department.
Lack of customization. While they may let you use code to customize the help center, etc. Smaller items like the visuals of the chat widget, having multiple schedules for the chat (similar to business hours + holidays in general support), etc.
Lack of customization. While they may let you use code to customize the help center, etc. Smaller items like the visuals of the chat widget, having multiple schedules for the chat (similar to business hours + holidays in general support), etc.
What problems is the product solving and how is that benefiting you?
Once you make Zendesk "yours" with business rules, macros, custom (public/private) ticket views, etc. Zendesk brings you an easy to use (day to day) Omni Channel support product, that will let you stay on top of everything you deem important, which greatly increases CSAT.
Good system for a support team and very easy to use and manage
What do you like best about the product?
Zendesk is very easy to use and customize, this is great when you need to start to use it and was the first time, you can be ready to start in one day if needed. The interface is user friendly and that is an advantage for people need to use, a short training and let's go.
You can use different canal like talk and email but chat or what'app too.
The help center is a good tools for internal and/or external user, again very simple to use.
If you take option for reporting call "Explorer" it's power full, can do a lot of thing , even if need more time to learn, not so complicate.
Third party module can be install and link on Zendesk, this is great for improve Zendesk wkeakness like survey system, I use a third party app make the job well.
You can use different canal like talk and email but chat or what'app too.
The help center is a good tools for internal and/or external user, again very simple to use.
If you take option for reporting call "Explorer" it's power full, can do a lot of thing , even if need more time to learn, not so complicate.
Third party module can be install and link on Zendesk, this is great for improve Zendesk wkeakness like survey system, I use a third party app make the job well.
What do you dislike about the product?
Some logical functions are missing and this is a pity, like export and import your article from Help center this is not possible.
Or if you talk and get a voice menu with some option, you cannot get an option to say press 1 if you don't want your call is record or wait for continue, you need to force the customer to select an option, mean press 1 if you don't wish to be record and press 2 if you agree.
The survey system is so limited, only can say like or dislike, when standar of industrie is NPS, this old system is very limited.
And small thing like that, for a tools exist for longtime, this is bad to see they don't really wonder implement important request, even if check the website topic when face an issue, I see always some request done 3 years ago or more but nothing change from that time. And the way to find help is poor from this system, I feel an official forum maybe can improve.
Or if you talk and get a voice menu with some option, you cannot get an option to say press 1 if you don't want your call is record or wait for continue, you need to force the customer to select an option, mean press 1 if you don't wish to be record and press 2 if you agree.
The survey system is so limited, only can say like or dislike, when standar of industrie is NPS, this old system is very limited.
And small thing like that, for a tools exist for longtime, this is bad to see they don't really wonder implement important request, even if check the website topic when face an issue, I see always some request done 3 years ago or more but nothing change from that time. And the way to find help is poor from this system, I feel an official forum maybe can improve.
What problems is the product solving and how is that benefiting you?
Help us to manage the support offered to our customer with daily request. We manage before sales question and after sales support, so everything in one tools.
Recommendations to others considering the product:
If you looking for something easy to set, customize and use, this is a great tools can probably reach almost all your need without be a advance administrator with experience, but for reporting if you need something dedicate to you, then be ready to invest time as powerfull tools but need to learn.
support team was fast and efficient
What do you like best about the product?
very quick response from the support team
What do you dislike about the product?
There is nothing to dislike about the service
What problems is the product solving and how is that benefiting you?
I use zendesk in education industry to resolve the tickets coming from clients staff and students
Had an issue with downloading files off the system and it was resolved within an hour and 30 minutes
What do you like best about the product?
I was given feedback every 15 minutes till the issue was resloved.
What do you dislike about the product?
It took too long for a support agent to get to my initial support request.
What problems is the product solving and how is that benefiting you?
We are now able to offer a 24 Hour response time to our clients and track every employees efficency when responding to our clients.
Recommendations to others considering the product:
Do your research first as there are a lot of cheaper alternatives, however Zendesk is pretty much the gold standard.
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