Zendesk Suite
ZendeskExternal reviews
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Better support support in the company when referring to customer service.
What do you like best about the product?
I greatly sympathize with Zendesk Support since it is a software that is mainly dedicated to customer service in an automated way, mentioning that it adapts to any environment, once implemented, I like it as it solves problems in an effective way to clients of any company, underlining that it contains additional functionalities that make my work much easier, such as internal notes and similar conversations on a topic, as they are very useful or the organization of particular problems for a better quick solution in order of request.
What do you dislike about the product?
Sometimes it can be confusing for the same users of the system to interact with others, recommending certain solutions which has nothing to do with their presented problems, all this due to the large number of operators of this software on different business platforms, for on the other side of the context, we can reveal that Zendesk integration costs can be high budget, being inappropriate for small category companies since they could not cover these monthly expenses.
What problems is the product solving and how is that benefiting you?
Our departments that are centralized in the assistance services to satisfy the concerns of the clients in our platform, use Zendesk because it offers great perspectives to cover with any problem presented by each of the users of our organization, offering to send us surveys satisfaction rating to these individuals once the service has been performed, including that it is very easy to implement and use, and we agree to address any negligence we have in the area of care.
Recommendations to others considering the product:
Zendesk has constantly improved to modify its customer service more and more, offering them great help to solve their main needs, adapting to the scope of any company, from its basic ticket sales support to live chat or better described , as in real time, in the same way the conversations and even guides that provide a better understanding, really has everything under control in an incredible way, making it a highly recommended system.
Perfect tool for compliant customer service to satisfy your potential users.
What do you like best about the product?
Its programming is quite peculiar, but it appeals thanks to its multiple help systems, it contains handling of particular problems in each user of the company that exercises this customer service software on its platform, support requests generated by the operators, I they like its dilemma since it offers to solve the fundamental procedures, adapted to each organization, in an automated way, which facilitates the work in a high percentage in companies classified as small.
What do you dislike about the product?
What will happen to a reply can be confusing, as users send replies to more people than anticipated, congesting a problem, underscoring that emails can become overwhelming due to the amount of information requested by different people, settle for, in other ways, there is no way to send long content information to non-Zendesk users.
What problems is the product solving and how is that benefiting you?
It is used in our organization because it meets our needs, providing effective support that adapts to the company's theme and the concerns of our customers, offering them the solution and alternative for their problems presented on our digital platform through the cloud, facilitating work in various aspects because it is automated and its means of communication is through email, being quite effective software in relation to its essential operation.
Recommendations to others considering the product:
it is suitable for solutions in the management of many requests for customer support, if your company needs software that caters to each of its users offering the solution of each presented problem, including internal communications that are extremely useful for solving problems, within the company, as Zendesk is the best solution for your business needs, ideal and recommended for small category organizations.
Can scale complexity as needed
What do you like best about the product?
Love the flexibility of the different rules, such as groups, views, triggers, automations, etc. Also love the ability to turn the different tags on tickets to be turned into analytics. That way, we could see what product areas were associated with the most tickets.
What do you dislike about the product?
Biggest challenge was that there was no notification of a rule being broken. We would change 1 rule, accidentally break another, and didn't know until days later.
What problems is the product solving and how is that benefiting you?
Support operations and efficiency. Makes it easy to manage ticket flows and scale up complexity as needed.
Recommendations to others considering the product:
Make sure you make the time to administrate before going live.
Great addition to our contact center
What do you like best about the product?
Zendesk has been a great addition to our contact center. We have been using it for over three years and it has grown with us as our company has grown. The best features are the integrations with our other technology solutions, Answer Bot for frequently asked questions, and easy ways to report on ticket types.
What do you dislike about the product?
There are some limitations when you do not have an enterprise license. It makes additional features such as chat and the knowledge management tool to work less efficiently.
What problems is the product solving and how is that benefiting you?
We are able to tackle low hanging fruit like frequently asked questions with Answer Bot, which free our agents up to respond to more challenging inquiries from our customers. We can also utilize the macro features to auto-fill information on a ticket to save the agents' time during each interaction.
Recommendations to others considering the product:
Make sure you consider what level license you re going to purchase and how quickly your growth will allow you to get the top level.
Zendesk remains the best option for support at enterprise scale
What do you like best about the product?
The easy nature of viewing open tickets and knowing what information is tied to which ticket.
What do you dislike about the product?
Not the biggest fan of the user interface, as it can sometimes become overly crowded.
What problems is the product solving and how is that benefiting you?
Collaborating as a team (solving support issues together) is much easier when everyone is utilizing Zendesk support together. The ability to quickly link an issue to another team member (and see that they're currently looking at it) allows for much faster resolutions. The score predictor is also a useful feature that helps us understand where we should be prioritizing efforts. Finally, the integration with our product allows our customers to seamlessly open a support ticket directly from their own application, which creates an extremely low-friction support experience and leads to much higher CSAT scores. Since utilizing Zendesk support, our CSAT scores have never been higher (often over 95% approval!).
Zendesk
What do you like best about the product?
Some of the better aspects of Zendesk were the integrations with other platforms (Slack, JIRA, etc) and the ability to create Help Desk centers.
What do you dislike about the product?
While the integrations with other platforms is great, when they do not work or fail to connect it can take time to fix or figure out another work around. Additionally, I would have liked a way to "hide" conversations (internal or external) in a particular thread. With too many "light agents" it could get really confusing.
What problems is the product solving and how is that benefiting you?
We were using Zendesk as our main customer service platform. The benefit we were able to see was the ability to hand off tickets to other "groups" in the organization.
Review Of Zendesk for Sales
What do you like best about the product?
I like the fact that I can easily manage hundreds of tickets from multiple client bases. I can email them, see required info, and determine the best course of action all from a single platform. It makes it very easy to do my job that otherwise would take lots of time and effort.
What do you dislike about the product?
I don't like the fact that the platform can sometimes be a little difficult to understand, and, for how we use it, it can have some limited options regarding functionality. For example, when assigning categories, sometimes I need to best guess. Also, their support pages aren't exactly the best.
What problems is the product solving and how is that benefiting you?
I help manage hundreds of tickets across all categories, from account creations and deletions to changes and lots of requests for information. Ultimately, Zendesk makes handling these tasks easier, as it streamlines the process.
An efficient working space
What do you like best about the product?
I love that you are able to simply and effectively organize what you are working on
What do you dislike about the product?
I wish there was a better value for CSAT
What problems is the product solving and how is that benefiting you?
Workflow, and time management. This makes it easier to track productivity and the working functions for the day
Recommendations to others considering the product:
You’re able to accommodate your needs and build in what you may need
All Around, Solid Ticketing Solution
What do you like best about the product?
Zendesk does at least at least a little bit of pretty much everything, that you would need from a support ticketing platform.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
In some areas they really excel (ticket management, automation flows).
They're also very easy to implement and get setup, with decent support.
What do you dislike about the product?
I'm sure every ticketing platform has similar pricing constraints, but there are some product add-ons that are ridiculously priced for small businesses. Meaning, they don't have a per/user price (Productivity Add-On for example). Instead, they have a base price for a feature set that really doesn't do all that much, but it adds $250/month to your bill, even if you have a single user using it.
What problems is the product solving and how is that benefiting you?
We have a standard tech support team that we're supporting both email and chat using Zendesk.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
If you're looking for an all around, solid platform, Zendesk is a good place to start. Easy to implement and get started, with plenty of room to advance your setup if you have the need.
Great for internal analytics or IT support.
What do you like best about the product?
I like the ease of use, on the front end operator side it allows users to simply email in their ticket. It also is easy to find the old ticket info since it can be stored in outlook. I also like the fact that it does indeed have ticket numbers attached so if needed you can reference the ticket number when reaching back out to the support team. Additionally, the friction less use of zendesk makes it easy for leaders of all levels to get questions answered, and inquiries resolved.
What do you dislike about the product?
For the front end user there is a lack of visibility and transparency to what status their ticket is in until the designated back end user responds. I understand that my organization is only using part of it, but maybe an option for automatic updates. Like "Your ticket has been viewed" or "your ticket is in progress". Proactive communication like many companies are now doing for example with logistics / deliveries. It eases the customer's apprehension about the process. In this case it could do that for the user.
What problems is the product solving and how is that benefiting you?
We use it as a reporting and analytics support help desk. It has been a very useful platform due to the ability of the team to interact and respond quickly to inquiries. The other great thing about it is it logs the history of comments on the ticket which allows a holisitic view of the interaction at any given time. It doesn't feel like it's overly complicated, which for support removing friction and making it easy is definitely important.
Recommendations to others considering the product:
Definitely a great use case from my company, however I cannot fully speak to the ease of setting up the back end integration. From my perspective, as a user, is where this review is coming from.
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