Zendesk Suite
ZendeskExternal reviews
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Quick and resourceful
What do you like best about the product?
An upside to the ZD Support Suite is I can reach an agent at any time to answer questions I may have about the product I'm using. I'm always met with kindness and given thorough responses to help resolve an issue I may have. For example, when I needed assistance with how to send an outbound message using BCC, the agent was able to look into my account, find different ways to solve for this issue and if there were other ways to approach the issue. The agent listed helpful tips, needed functions in order to send a message using BCC, resources and also offered to walk me through the process step-by-step if needed. Although I wasn't able to implement the function, it was still helpful to receive this amount of support.
What do you dislike about the product?
Some dislikes are that I'm unable to find answers quickly for my questions if I don't have time to wait for a live agent to help with a question. It can be difficult at times when attempting to self-solve an issue because I do not have much free-time to browse through multiple forums just to try finding an answer to my specific problem.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite is helping me solve problems when I'm unable to find a solution on my own. They're able to understand my problem, take the time to research multiple options of how to resolve said problem and give an honest answer of the options available to me.
It's great knowing I have the support of ZD team members when needed.
It's great knowing I have the support of ZD team members when needed.
Recommendations to others considering the product:
When considering Zendesk Support Suite, think about your company's needs and the problems you're looking to solve, whether to send tickets or have a live chat/chatbot function. If these sound like solutions that will help solve those needs, then ZD Support Suite may be for you.
Solid product
What do you like best about the product?
The intuitive design is what I like the most. I find it pretty easy to find what I need and have been able to customize quite a bit. The support team is always very helpful. There's also a vast amount of support articles and "recipes" to help us achieve our desired outcome. I personally love how customizable triggers and automations can be. We use them for a number of different things. Product aside, the support I get from the account management team is second to none. Always available! Always helpful! We have 7 accounts now and it wouldn't have been possible without the help from our account manager. He gets a 10 out of 10!
What do you dislike about the product?
Advanced reporting can be challenging, but isn't insurmountable. There's a learning curve but once you get the hang of it, there's so much that can be done! I'd say the biggest challenge was learning how phone calls are structured with legs and how that feeds into Explore metrics. There have been times where I could tell a feature was pretty new and we ran into limitations that probably shouldn't be there. It doesn't happen so much that it makes to product unusable. Just a minor nuisance.
What problems is the product solving and how is that benefiting you?
Various support teams.
Recommendations to others considering the product:
Give yourself plenty of time for setup if it's your first time. There are many customizable features in the platform, and you'll want to take your time going through them.
Zendesk is a great platform for smaller purposes, but lacks some customizability
What do you like best about the product?
The agent interface of Zendesk is one of the best we've seen. It is intuitive for our agents to use, which cuts down on required training time. The reporting paradigms are solid and easy to understand. The ticket, tag, user, and field data paradigms fill gaps that other tools struggle with. The overall conceptual basis that Zendesk is constructed upon is inspired.
What do you dislike about the product?
The Zendesk reporting tools can be slow, and poor at working together with each other, and unintuitive for purposes outside of the initially demonstrated behavior. Working with Explore will often result in inexplicable errors that require a page refresh to fix, irreversible mistakes due to the dashboard auto-save functionality, and user-programmed functions clearly not acting according to their code.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
The support team for Zendesk is often backed up, and I have had tickets wait for multiple weeks before being addressed. When asking the support team about the issues mentioned above, they often cannot solve the problem, which would be acceptable if cases were escalated within a reasonable amount of time.
Some Zendesk agent functions, such as the play button and agent statuses, do not come with adequate corresponding reporting functions in Explore to determine use. Even reporting on historical call queue data can be difficult, and reporting functionality for finding online agent counts at given times is nonexistent.
For all of the inspiring conceptual bases, Zendesk has a lot of rough edges that could be drastically improved.
What problems is the product solving and how is that benefiting you?
It is hard to pin down one particular concrete benefit of using Zendesk, but is trivial to find examples of problems and roadblocks we have faced using other tools that are now entirely bypassed. No longer do we need backup tools for downtime, weeks of agent training to use basic functionality, or constant customization requests for basic and obvious organizational tools. Our agents require less unnecessary oversight, and we are more easily able to set them up for success.
Recommendations to others considering the product:
Make sure Zendesk meets all of your needs before using it. Consult with others that have used Zendesk. If it meets all of your needs, it is the best tool for you. If it does not meet all of your needs, you may need to use a support solution that is lower-quality in other areas.
On point solutions
What do you like best about the product?
Good cross-channel support, a lot of utility "right out of the box," helpful reps if you have a question.
What do you dislike about the product?
Answer Bot offers few ways to improve it's suggestions. Help Articles are often years old and out of date, searching will often not yield more current results.
What problems is the product solving and how is that benefiting you?
Answer Bot is a helpful, albeit limited, way to put eyes on our help center. Help Center customizations are easy to create, update, and organize. Integration with texts and Twitter is easy.
Switching to Support Suite was such a timely decision
What do you like best about the product?
Before Zendesk, we struggled trying to keep up with our ticket maintenance and other periodic tasks essential to any CX department. Not anymore. Support Suite has helped us leverage a lot of power in such a small team, so we can focus on providing the best value to our customers without compromising scale. Very good fit for startups, in my opinion.
What do you dislike about the product?
The Suite tries to simulate an email environment, that's great most of the time, but it also carries along its downfalls. Visualizing long conversations can be as intricate as reading them on G Suite, but that's something you might be accustomed to.
What problems is the product solving and how is that benefiting you?
Scaling our CX department with the right tools has been essential in our success. As a startup, we need to make sure that we're using every resource at our disposal to minimize overhead, and Zendesk helps us achieve that with automation, extensibility, and a robust customer support for any particular need we might have.
Recommendations to others considering the product:
My only recommendation is to take advantage of their extensive marketplace. Automating processes and using Zendesk to better your DevOps/ChatOps is what makes this product a great fit for us!
Zendesk is easy to use and their support is great
What do you like best about the product?
I like Zendesk's live help, very knowledgeable agents
What do you dislike about the product?
Sometimes, it is complicated to make changes, too thecnical
What problems is the product solving and how is that benefiting you?
Explore is great for data insights. It is also easy to use for our reps
Recommendations to others considering the product:
It can be a bit complicated to implement but their support is great
the supporters reply fast and they are very professional.
What do you like best about the product?
The speed of their reply.
It seems that they work 7x24 hours.
It seems that they work 7x24 hours.
What do you dislike about the product?
I am not s native English speaker. So I hope there is Chinese support.
What problems is the product solving and how is that benefiting you?
How to find all tickets assigned to one agent.
Recommendations to others considering the product:
easy to use. Fast response
14 years experience
What do you like best about the product?
I like the beautiful interface and the usability.
What do you dislike about the product?
I dislike the ever-growing complicated set of products.
What problems is the product solving and how is that benefiting you?
Combining all possibilities into one product instead of piling up a stack of products with an ever growing sales price.
Recommendations to others considering the product:
Zendesk is the market leader in support software. The community and partner base is huge and that helps using Zendesk in being a succes. Zendesk helps you to follow the right workflow.
A comprehensive support system with great features and analytics for decision making
What do you like best about the product?
I like the structure of the support tickets, and how they're easy to review, track, and take action on. The reporting and dashboard are phenomenal and very help for me as a product manager.
What do you dislike about the product?
The interface can be a tad bit overwhelming with a slight learning curve for first time users. I do wish the dashboard was a little neater. The advanced search page UX has a lot of room for improvement.
What problems is the product solving and how is that benefiting you?
We use it to track, respond to, and resolve customer support tickets for our SaaS platform. The exceptional reports feature and dashboard allow us to provide quick and valuable insights for our product team that feed into their product development efforts. Beyond that, it's easy to also collaborate and involve other stakeholders into the process - creating a sort of holistic response team for the customer.
quick response via Live Chat
What do you like best about the product?
I can easily reach the Zendesk support via Live Chat and the respond time is quick
What do you dislike about the product?
I'm quite happy about the support experience, maybe can improve a bit on locating the live chat button
What problems is the product solving and how is that benefiting you?
subscription issues - my organization has subscribed 13 Support license, while the system only shows that I've 11 accounts with administrator role, but I'm not able to add more user with administrator role. Finally, the Zendesk support advised that there are 2 users occupied the support licenses that I'm not aware of. To resolve it, I've to change these 2 users to "Contributor" in User Admin Center.
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