Zendesk Suite
ZendeskExternal reviews
6,516 reviews
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A helpful and fast Support
What do you like best about the product?
Quick reply on the email and understanding the issue.
What do you dislike about the product?
To be honest, there was nothing to dislike, but i think the different time zones will affect the quick reply
What problems is the product solving and how is that benefiting you?
I had integrated one of Zendesk's marketplace applications with our product.
Has been very helpful and diligent on following up with my issues.
What do you like best about the product?
Has been very helpful and diligent on following up with my issues.
What do you dislike about the product?
Chat feature is not available for the most part.
What problems is the product solving and how is that benefiting you?
I'm having trouble in Report Generation through the Dashboard which was previously created by my colleague and is not currently showing any data. Still awaiting a response.
7 year user, still love the product
What do you like best about the product?
The most helpful feature in our Zendesk instance is the ability to create custom rules to add functionality specific to our use cases. For example we use a feature we call "boomerang" to automatically re-open tickets that have been in the "On Hold" state for 7 days.
We've also implemented a "handoff" view so that you can flag tickets that require assistance from colleagues or to ensure visibility while out of the office.
We've also implemented a "handoff" view so that you can flag tickets that require assistance from colleagues or to ensure visibility while out of the office.
What do you dislike about the product?
There isn't really anything to dislike about our set up, but a cool feature would be to improve collaboration. For example if multiple users could work on a draft response at the same time (think Google Docs style). There are some other features that would be great for collaboration, but the flexibility of custom views and rules make it easy enough to fill that gap. In the field below I've mentioned some of the custom workflows we have implemented to better collaborate on tickets.
What problems is the product solving and how is that benefiting you?
Our main usage of Zendesk is to provide end user support. Even though we only have 2 users, there's a clear use case over direct email in terms of collaboration and hand off for holiday/sick coverage. Monthly reports allow us to track customer engagement and highlight when there's a need to proactively get ahead of a dire situation.
Quick and Accurate response
What do you like best about the product?
Very quick and accurate response that helped me figure out the problem.
What do you dislike about the product?
Nothing. I was number 9 in line and it only took about 10 minutes to receive a response.
What problems is the product solving and how is that benefiting you?
I was solving a problem in regards to agent type.
Very quick response and resolution to my login issue
What do you like best about the product?
Easy to use interface. Easy to collaborate with coworkers.
What do you dislike about the product?
Nothing stands out as a negative. I've used it at two different companies and have had a wonderful experience at both.
What problems is the product solving and how is that benefiting you?
I am handling internal and external support issues. ZD makes it easy to collaborate with coworkers and reference past issues.
Emman was great!
What do you like best about the product?
Very easy to use, friendly and professional agents
What do you dislike about the product?
Nothing - using Zendesk suite is sweet to use!
What problems is the product solving and how is that benefiting you?
Extension problem that Emman promptly solved.
Very helpful support
What do you like best about the product?
The agent was very helpful through all aspects of the very long chat. I had a lot of questions, since I am switching over to ZenDesk from another provider, and I wanted to make sure that everything was done the right way. The agent answered all of my questions and made me feel confident that the setup could be easily done by me.
What do you dislike about the product?
In the beginning of the chat, the agent's internet was unstable, and I was waiting 5+ minutes for a response to my questions. One other thing I didn't like has nothing to do with the agent, but the fact that ZenDesk doesn't support one of the features that I want. It's not a deal-breaker, but it was disappointing.
What problems is the product solving and how is that benefiting you?
Setting up a new account, with porting numbers over, setting up groups, and establishing the link we'd need to put on our website to enable livechat. The livechat is one of the biggest bonuses, that and the ability to keep notes (tickets) on customers so that when they call in, the agent can see the past interactions. Also, the automatic recording of calls that sits right on the ticket to listen to. That's huge. In our old system, it's a process to listen to recorded calls.
Recommendations to others considering the product:
The setup may seem overwhelming or daunting at first, but it really is almost plug and play. You don't need any additonal downloads or apps, just go to the website, log in, and you're ready to take calls. That's a big advantage over some of ZenDesk's competitors out there. Also, you really can't beat the price. For my organization, we're saving a bunch by switching.
ZenDesk provides me fantastic service in order to allow me to provide my customers fantastic service
What do you like best about the product?
I love the fact Zendesk makes my job super quick
What do you dislike about the product?
All of the guides i have to read through to get an answer (i normally just do live chat)
What problems is the product solving and how is that benefiting you?
Customer Volume. The benefits are endless! We can track issues. We love the reporting system!
Zendesk helps us keep our customers and agents happy!
What do you like best about the product?
We're really happy with the integrated email and chat dashboard for our agents (Agent workspace) and the ability to mange useful reporting, automated responses, and Answer Bot resolutions. The SLA functionality also helps agents stay focused with 'top-of-the-bucket' prioritization so they don't have to spend cycles trying to figure out which ticket is most important, or lose track of tickets in the queue.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
We've even built our own custom apps to ensure agents can quickly create, link and escalate problem tickets to the engineering team. Super simple process = happy agents = happy engineers = happy customers.
Scaling the team has been a sinch as well. It's no problem to add additional users and get them integrated quickly into our process.
The Help Center (Guide) features are also really powerful combined with our theme from lotusthemes.com.
What do you dislike about the product?
It's clear that Zendesk has been a work in progress over the years, and several modules do not sit tightly with each other. Chat, for example, was developed by Zopim, and it's clear that it's been copied/pasted into the layout. Configuration is especially painful and takes place on two different dashboards. They've consolidated some of the settings configurations, but it still feels cumbersome, and agent permissions management still jumps you back and forth between various configuration menus.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
Finally, I wish they had some out-of-the-box workforce management tools. Their reporting is a good start for someone that's just getting familiar with the app. Still, when you need to do some forecasting, it would be great to get some essential reporting/forecasting that coincides with the data they're already capturing.
What problems is the product solving and how is that benefiting you?
We're handling requests originating from a variety of surfaces, web form ticket submission, web widgets in our app including in-app chat, email support, help center. Integrating this into a seamless experience for our agents is top priority as it allows our agents to live in a single environment. This plus the tight integration with the help center for public and internal-facing documentation is critical in assuring our agents have quick access to all of the resources they and our customers may need to be successful.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
The reporting system has also been invaluable in evaluating our workloads, agent capacity, issue categorization, and ultimately taking all of this detail and evangelizing it within the company to our Product, QA, Sales, Engineering and Marketing teams.
Easy and quick support to help with my query
What do you like best about the product?
Jean-Francois was very helpful and speedy with his replies and sent relevant, helpful articles to help in the future. He also followed u
What do you dislike about the product?
finding the live chat wasn't the easiest
What problems is the product solving and how is that benefiting you?
I was getting help with email templates to add branding to them
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