Zendesk Suite
ZendeskExternal reviews
6,486 reviews
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Quick help with getting reports exported!
What do you like best about the product?
It was really easy to chat with them and get the help I was looking for - he even was able to log in to my account and screenshot where I should be finding the information.
What do you dislike about the product?
Sometimes there were long pauses in between messages.
What problems is the product solving and how is that benefiting you?
I was working with the Zendesk Support suite to enable reporting and exporting for my account. I was able to get the reporting enabled and will be able to work in more detail to analyze our tickets.
Full Featured Suite
What do you like best about the product?
Depth of features, scalability for future growth
What do you dislike about the product?
Pricing seems better suited for larger organizations with clearly defined agent roles.
What problems is the product solving and how is that benefiting you?
We use Zendesk for customer support and documentation delivery.
Recommendations to others considering the product:
Be mindful of which of your staff will need access to all features within the suite. For a small organization that relies on employees wearing multiple hats, it can get expensive.
Once found, support was helpful
What do you like best about the product?
Wait time to chat with a live agent was not very long.
What do you dislike about the product?
Finding a live agent online was not intuitive
What problems is the product solving and how is that benefiting you?
I was looking for a way to review login details for my agents to the talk dashboard.
ccue.external.support@aitsolution.ca
What do you like best about the product?
The response time is fast, as well as the details provided by the technical support staff can help to resolve the problem. Besides, the support agent will keep follow-up the case until I can resolve the issue.
What do you dislike about the product?
Not clear about the requirements, I need several runs of clarifications even though I had provided all the screenshots in the initial request form.
What problems is the product solving and how is that benefiting you?
After I updated the support email address, but I didn't find the general communication email to the end-user was updated. But I have no clue where to update the email address. The support agent provided hints for me to make the change to avoid misleading the clients.
Recommendations to others considering the product:
That's a handy help desk supporting channel for getting the technical advice and recommendation to resolve your problem. All the conversations are logged in the system so that I can revisit to recheck the details. And this is a perfect knowledge base platform for sharing the knowledge with the team. However, sometimes there is no way to keep track of the progress of the submitted requests. I would suggest providing something like a progress track update on a timely basis. Besides, I don't the chatbot can help a lot to resolve the issue because I can extend my question, and the response is almost the same, which provides the existing articles with similar topics in the system.
I would recommend the Zendesk Support Suite to be used in any organization size if they are looking for a robust Supporting system to handle all the tickets submitted by internal or external clients.
I would recommend the Zendesk Support Suite to be used in any organization size if they are looking for a robust Supporting system to handle all the tickets submitted by internal or external clients.
Great tool for customer service team.
What do you like best about the product?
Automatitations
Views custom
Macros
Multilanguage
Skills
Views custom
Macros
Multilanguage
Skills
What do you dislike about the product?
The satisfaction survey is too closed, there isn´t for custom option and the generic one is not a good sentiment meter
What problems is the product solving and how is that benefiting you?
volume control
forecasting and organization of agents' work
forecasting and organization of agents' work
Very friendly support
What do you like best about the product?
I liked that I got a clear answer to my question
What do you dislike about the product?
The corresponding article wasn´t updated, otherwise, I would have even found it without the support
What problems is the product solving and how is that benefiting you?
Emails and chats. Easy to structure and organize tickets even with different groups.
Recommendations to others considering the product:
Easy to use the system to provide support
Zendesk Chat is amazing!
What do you like best about the product?
Dealing with a multicultural client base Zendesk Chat has helped me out on so many occasions. Real-time translations are worth EVERYTHING.
What do you dislike about the product?
The chat settings seem to get amnesia occasionally, and my set working hours sometimes appear to be forgotten, and I need to re-set it to do what it is supposed to do. Besides that, I'm a happy user and could not do my work without it.
What problems is the product solving and how is that benefiting you?
Supporting my clients all over world anywhere is absolute gold to me.
Recommendations to others considering the product:
It is straightforward to use, have a go and tweak as you get more comfortable with the solution.
Best service
What do you like best about the product?
Support very good and usability service!
What do you dislike about the product?
Expensive. Professional plan very expensive.
What problems is the product solving and how is that benefiting you?
I used Zendesk Sell and Zendesk support. It's conveniently.
A world class support suite for any company
What do you like best about the product?
The different tools that Zendesk offers for our company to succeed when providing assistance to the customers, no matter the volume. We are not even using the Chat & Call functionalities yet but will consider those tools as our number of customers grows further and further. Zendesk is definitely a world-class platform that consists of powerful tools and that has a support team ready to assist us as well.
What do you dislike about the product?
Sometimes, the loading times may increase a little bit, especially when we try to look up our Dashboards or reports (custom or not). However, the recent migration to "Explore Professional" has mitigated this problem considerably, not to mention that we keep monitoring our queries to improve the performance from time to time.
What problems is the product solving and how is that benefiting you?
We are catering to thousands of customers on a daily basis and ought to resolve their inquiries. Those inquiries and requests include but are not limited to feedback and comments, technical issues, payout concerns, and others. Due to the nature of our organization and the increasing number of customers, it has become a must for the team.
Recommendations to others considering the product:
Here are some useful tips from my personal experience:
1) Bear in mind that Zendesk offers useful content at the Community Forums and their featured articles. Checking those resources from time to time, as well as monitoring your ticketing flow and having your agents learn about the platform are key factors to suceed.
2) It is important to have steady and simple ticket forms, as well as to build dashboards to look up your data and maximize the abilities of your team with the reporting tools.
3) Do not forget about the Knowledge Base if you aim for a high Self-Service score; it is important to provide your customers with a decent number of resources since these will also help out the agents solve the customers' inquiries as you get to integrate the different tools and apps that are offered in the Marketplace.
We have been using this suite for 3+ years and our needs have changed ever since day 1, which doesn't mean that Zendesk has not offered the necessary tools and functionalities that are allowing our team to succeed.
1) Bear in mind that Zendesk offers useful content at the Community Forums and their featured articles. Checking those resources from time to time, as well as monitoring your ticketing flow and having your agents learn about the platform are key factors to suceed.
2) It is important to have steady and simple ticket forms, as well as to build dashboards to look up your data and maximize the abilities of your team with the reporting tools.
3) Do not forget about the Knowledge Base if you aim for a high Self-Service score; it is important to provide your customers with a decent number of resources since these will also help out the agents solve the customers' inquiries as you get to integrate the different tools and apps that are offered in the Marketplace.
We have been using this suite for 3+ years and our needs have changed ever since day 1, which doesn't mean that Zendesk has not offered the necessary tools and functionalities that are allowing our team to succeed.
Quite complex to learn and understand at first. Very powerful tool
What do you like best about the product?
I had used Zendesk briefly at a previous job. In my new position, I took on learning Zendesk and customizing it to operate how we needed it to. The live chat and phone support folks are accommodating and try their best to understand this overcomplicated platform. With enough playing around, research, and hoping you aren't messing up your account, you can do a lot more than what the website says you can. There are workarounds for a lot of different issues.
Its a really powerful tool. I am no pro at all in Zendesk, but I have figured out how things kind of work (in the ticketing system only) theres still so much that I have no idea about (reports, exports, live chat... i dont know what else is included in my plan). They also offer free and paid trainings. Some are helpful, some are not. The support forum is helpful, but some really basic features that folks have requested for YEARS are still not available. So, its a funky system, but its pretty solid if you have some time to dedicate to messing aroung with it
Its a really powerful tool. I am no pro at all in Zendesk, but I have figured out how things kind of work (in the ticketing system only) theres still so much that I have no idea about (reports, exports, live chat... i dont know what else is included in my plan). They also offer free and paid trainings. Some are helpful, some are not. The support forum is helpful, but some really basic features that folks have requested for YEARS are still not available. So, its a funky system, but its pretty solid if you have some time to dedicate to messing aroung with it
What do you dislike about the product?
It is incredibly complex to learn. Getting in touch with a help desk agent is more challenging than it should be, and the agents don't fully understand all the capabilities this platform has. I spent a lot of time talking with my Account Rep, customer service team and read articles. I figured out how to accomplish what I needed with no solutions offered from those folks.
One HUGE downside is when adding additional agents in bulk, you may qualify for a one-time discount. Still, if you end up changing your mind about how many seats you need, you will not receive a prorated credit on file or refund for the cost of downgrading; you lose the money and have a seat that's going unused. That was probably the most irritating part of working with Zendesk. Businesses should have the ability to retain control over how many seats are needed at any given time. No refunds are acceptable, but issuing a credit for future use would be a really lovely thing to offer long-time (or even first-time) customers. It is an expensive platform, and we do not use all of the features for the price per seat we pay.
One HUGE downside is when adding additional agents in bulk, you may qualify for a one-time discount. Still, if you end up changing your mind about how many seats you need, you will not receive a prorated credit on file or refund for the cost of downgrading; you lose the money and have a seat that's going unused. That was probably the most irritating part of working with Zendesk. Businesses should have the ability to retain control over how many seats are needed at any given time. No refunds are acceptable, but issuing a credit for future use would be a really lovely thing to offer long-time (or even first-time) customers. It is an expensive platform, and we do not use all of the features for the price per seat we pay.
What problems is the product solving and how is that benefiting you?
Zendesk Support has helped me with a lot of the basics that I struggled with at the beginning. We have been with Zendesk for 5ish years, but I am only 2-3 months into my Zendesk journey. When I took on Zendesk, they had just launched a new program plan, which made help articles were really confusing due to not having all articles updated with what could and couldn't be done on various program plans. Most were focused on the new plan, and older plan support documentation had been updated to reflect the new system, which I found challenging.
Zendesk is maybe more complex than it needs to be for what we use it for. However, it is what we are working with, and I have spent hours figuring out how to make it compatible with what we need it to do.
Zendesk is maybe more complex than it needs to be for what we use it for. However, it is what we are working with, and I have spent hours figuring out how to make it compatible with what we need it to do.
Recommendations to others considering the product:
Dedicate time to learning the platform. They offer a one-time build-out fee if you know what you need to be done, but don't have the time to do it. However, our needs change around a bit, so it is much simpler for me to figure it out rather than having someone who doesn't know our organization try to figure out what we need. It just takes time. The help articles and live char feature can be useful. Play around. You'll find you have way more power than what the support chat folks and support articles tell you.
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